ComplaintsforBrilliant Earth, LLC

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered wedding bands for my spouse and I and have since had our delivery date delayed multiple times. I ordered February 29th and as of April 2nd I still have no ring. I have attempted to cancel the order multiple times, starting in March 26th, and I never get a cancellation email or BE customer support replies that they forgot to file my cancellation request. My spouse and I are requesting a full refund.

  

  Business response

  04/11/2024

  On 2/29/24, the customer placed an order for wedding bands from Brilliant Earth. The customer contacted **************** and requested to cancel their order. At the customers request, Brilliant Earth cancelled their order and a refund was processed on 4/4/24. Brilliant Earth contacted the customer who confirmed their issue was satisfactorily resolved. 

  Customer response

  04/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a three-stone engagement ring with a center diamond from BrilliantEarth on February 1, 2024 (Order number ***********). The ring was shipped on February 12, 2024 ****** number ************), and the center diamond was drastically mismatched from the two side diamonds so I returned the ring on March 1, 2024 ****** number ************). The return for refund was received on March 5, 2024, well within the refund deadline.BrilliantEarth never processed my refund for the ring and center diamond, and instead offered to replace the two side diamonds to match the center diamond. This process was constantly delayed by untimely updates by the BrilliantEarth staff and I decided to disengage on March 23, 2024 to cease discussions, and further demanded the full refund as initially planned.Instead of providing the full refund ($22,949.00, including tax), BrilliantEarth only agreed to refund the cost of the ring ($3,750.00), but not the diamond ($18,970.00) claiming that the diamond was not returned within the refund policy window. There is no dispute that BrilliantEarth was in possession of both the ring and diamond as of March 5, 2024. But BrilliantEarth claims that it started a custom order on March 21, 2024 for the diamond which in effect voided the refund option. I did not agree to the custom order as the discussions were still ongoing, and no exchange of money was processed with respect to the alleged March 21st order. The BrilliantEarth employees continue to provide different information, as the sales rep ********* that the order was actually placed on March 22. Regardless, before I demanded the full refund on March 23rd, I never received an order confirmation for the March 21st order. To date, there has been no fabrication or altering to the diamond (it remains with BrilliantEarth), and in fact, BrilliantEarth has yet to create CAD drawings for the new alleged custom order.BrilliantEarth refuses to honor its refund policy for the purchased diamond.

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 22, 2022 I purchased a Lab diamond but was wanting another look at another stone. On March 3rd I canceled the first item and purchased another that I am happy with. I was told at that time, the refund for first item would take 5-7 business days to be credited back to my credit card. After 6 phone calls and 3 in person stops to the showroom, I have yet to receive a refund. They claim a refund was issued on March 14th yet 9 days later no refund has been received.

  

  Business response

  04/02/2024

  On 1/25/24 the customer placed an order for an engagement ring. On 2/9/24, the customer requested to exchange the setting on the engagement ring. On 2/22/24 and 3/3/24, the customer placed 2 orders for loose diamonds. On 3/7/24, the customer requested to exchange the diamond on their engagement ring and return one of the loose diamonds purchased. On 3/11/24, the customer was provided with a partial refund and on 3/26/24 the customer was refunded the remaining balance. Brilliant Earth contacted the customer who stated their issue was satisfactorily resolved. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased our rings months in advanced (10/5/23) for our upcoming wedding on 4/14/24 to ensure there would not be any issues with having our rings. As our wedding was approaching I tried on the ring that had been sitting in the original box since purchace and the black portion of the ring separated from the gold. The company sent the ring back to the manufacturer stating it was a manufacture defect for 3 weeks informing us the ring would be ready by our wedding. When we went to pick up the ring (3/16/24) the gold was discolored from original purchase that even the sales associate agreed. Due to poor quality of what we purchased and lack of customer service we wanted a refund as we do not want to utilize this company for our wedding ring. However, the company said because we purchased the ring too far in advance ww can not get a refund for for the defective product they have provided. When going to the Fairfax location in person, we were told by the Fairfax store manager on 3/16/24 that there is no one to speak about my issues that she had to contact another person for approval of my refund and that someone would contact me the next day. I was never contacted until we called again today 3/21/24 and was told we would not get a refund. We are so disappointed we chose to utilize brilliant earth for our rings. This is ruining my wedding experience and now I will not have a wedding ring for my wedding due to brilliant earth and we are now only three weeks away my wedding day.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 31st, 2023 I won an instagram giveaway from Brilliant Earth LLC for a bracelet valued at $2,995. I recieved the bracelet and a 1099 as promised. In January of 2024 I recieved a second bracelet in the mail that I did not ask for, that the company sent by mistake. I notified them of this in attempts to return the bracelet as I felt morally obligated. After sending me packing materials that I requested to ship the bracelet back, the concern rose that they would send me a 1099 for the bracelet that I did not ask for. I contacted them stating as soon as they send me the proof of the second 1099 being voided then I will ship the bracelet back. They said they will not be sending me any proof of this. They are now threatening to bill me for the cost of the bracelet that I did not ask for If I do not ship it back. I have stated multiple times that I will ship it back as soon as they send proof of the voided 1099 in efforts to make sure I am not held liable. I have included the contract from the giveaway and email reciepts. I am requesting proof of the voided 1099, and if they refuse permission to keep the second bracelet. Thank you.

  

  Business response

  03/22/2024

  On 10/31/23 Brilliant Earth emailed the customer to advise theyd won an Instagram Giveaway Contest for a 14k Yellow Gold Sol Starburst Diamond 6.5 inch Bracelet valued at $2,995 retail. The customers gift order was fulfilled. On 1/23/23, the customer contacted **************** to advise theyd received a 2nd bracelet in error. On 2/1/24, the customer asked via email if she was able to purchase the 2nd bracelet if she wanted to *************/2/24, Brilliant Earth replied via email and provided the total cost to purchase the Bracelet. At the customers request, Brilliant Earth shipped a printed pre-paid return label and packing materials to return the 2nd bracelet. The customer refused shipment of the label and materials which were returned to the sender and received by Brilliant Earth on 2/20/24. On 2/19/24, The customer emailed **************** and claimed shed received two tax forms. On 3/8/24, Brilliant Earth emailed the customer advising only tax form was submitted for the original gift. On 3/13/24, the customer emailed **************** and requested a voided tax form for the 2nd bracelet. On 3/19/24, Brilliant Earth emailed the customer and again advised only one tax form was submitted and offered to re-send the printed pre-paid label and shipping materials. The customer replied and stated they would ship the 2nd bracelet back to Brilliant Earth. 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a wedding band from BE.com. Right under the ring he selected it says free 30 day returns, great. I never buy anything above $500 we cant return. So the ring arrives on 1/29/24 and its not to his liking. To return you have to call them and set up a return appointment. So I set up the appointment to bring the ring back and to see if there was something else he liked in the showroom. At no point were we told you can only exchange/ return a ring once. We go to our appointment in ******** on 2/5/24 and the gentleman seemed new on the job took us into the showroom to see if he could find something he liked. They didnt have all of their yellow gold options to try on and there was nothing that he loved. So he said lets look on the website and see if anything jumps out at you. So we did and my husband saw something he thought he would like and they order it to be shipped to us. We go to the front and the employee tells us we will get emails when the ring ships out and once we receive it and he decides he likes it we can call them to pay the difference. At no point did he say we could not return or exchange the item again. I never got a shipment email so I check my email and they needed a confirmation of the size which we told the gentleman several times. So I responded size 9 and saw that their email had said something about an exchange date will expire in 30 days from the original order date. I thought exchange? We werent told we could only exchange, we werent told anything by anyone. So I call customer service and they tell me that you can only exchange one time and after that you cant return or exchange a second time. This was NEVER said to us nor does it say this on the site under return/ exchange policy. I told them that we were never told that on the phone or in store so he put me on hold and talked to a supervisor. He came back and said they are going to make a special exception for us to able to return it if we arent happy with the 2nd ring. After paying the difference, the 2nd ring arrives and its not to his liking either. I call to start the return process and they said that we cant return it because we have already taken one ring back. I said we were told an exception was being made because we were not told the policy or see it online and he said that was never told to us and it wasnt put in any notes anywhere on our file. This has been the worst experience with a business so far and you wonder how they are still in business with such bad business practices and deceiving return/ exchange policies. I have been lied to and had my time wasted by people who dont know what they are talking about.

  Customer response

  03/05/2024

  Good afternoon,

   

  Brilliant Earth and myself have come to a mutual resolution in this matter. Please resolve/ remove my complaint. 

   

  Thank you, 

   

  ******* Negrete 

• Initial Complaint

  02/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered and picked up a wedding band (the ***** band) on January 28 and I was told by the sales representative that I had 30 days to return the ring in order to determine if I like it and get a feel for it. This lead me to believe I had 30 days from that date to pick up the ring. The sales representative did not specify it was from the date that the ring was shipped to the store. When I I tried to return the ring on February 25, I was told it was outside the return window due to it being over 30 days. I explained my confusion since I was told by the previous representative I had 30 days to return it. The new sales representative stated I had 30 days from the date it was shipped to the shop not picked up. I explained I was not told this by the previous representative and asked if an exception could be made due to the misunderstanding. My request was routed to an external customer service department who then denied the request and instead stated I could use the metal as a credit to a new purchase. I believe I am being wrongly penalized and forced to make this purchase due to the fact that the original customer service representative led me to believe I had a full 30 days to return the ring since she only stated when I picked up the ring “you have 30 days to return the ring”. I believe Brilliant Earth should correct this matter due to this misunderstanding and provide a refund for the purchase. It was evident I had every intention to return the ring in the 30 day timeline as I attempted to return it in my understanding of the 30 day timeline.

  Customer response

  02/29/2024

  Hello, 

   

  Brilliant Earth and I have reached a satisfactory resolution. Therefore, I’d like to resolve the complaint officially. Thank you.  

   

  Regards,

  Alexis ****** 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My fianc and I bought a wedding band from Brilliant Earth in December of 2023. We paid them in their ***** showroom $2500 cash for the ring and received the ring by mail to our house. Upon arrival, we decided against the ring and exchanged it for a new ring on 12/23/23. The new ring cost $1400 less than the old ring and Brilliant Earth was supposed to return the difference by check mailed to our house within 10 business days. It is now 2/21/2024. We have called since the end of January 2024 asking them about our check and they cannot provide us a tracking number and keep telling us to wait. We then asked them to please void the check since it has been over a month and send us a new one with a tracking number. So they said they did but could never provide us a tracking number. We follow up with them every day and each time they tell us to wait 48 hours and they will provide us with a tracking number. They continually cannot tell us when the check was sent and we still never received the previous voided check that was in the mail for a month. We cannot speak with any managers and cannot seem to get this resolved on our own. Our next step would be to ask them to send the check to where we bought the ring for us to pickup.

  

  Business response

  02/28/2024

  The customer placed an order from **************** on 11/2/23 and their order was fulfilled. On 12/23/24, the customer created an exchange for their order. On 1/26/24, the customer contacted **************** to check on the status of their refund and was advised a check was issued. On 2/9/24, the customer contacted **************** to advise they had not received their refund and Brilliant Earth sent the refund via check a 2nd time. Brilliant Earth contacted the customer to confirm their refund was received and the matter has been satisfactorily resolved

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My fiancé and I took my ring to be resized on 1/15. Since then, I have been told 5 different delivery dates with none of them coming true. Then on 2/14, we were informed by brilliant earth that they needed to remake my ring and was given a final delivery of 2/22. Now the ring has been delayed again until 2/26. Highly doubt it is going to come then. That makes it 6 weeks that Brilliant Earth has had my ring. It has been pulling teeth getting updates from this company and the manager ******* has ignored my calls and emails multiple times. I am extremely upset and feel that this company has no idea where my ring even is. I don’t want free jewelry as an apology, I want my engagement ring back.

  Customer response

  02/26/2024

  Good morning,
  

   

  I am reaching out regarding complaint ********** ***** of Brilliant Earth has contacted me directly and we have resolved our issue. Could our complaint be closed/resolved? No further action from Brilliant Earth is needed and we are satisfied.

   

  Thank you,

  Tayler ******* 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I’ve been watching Brilliant Earth for years now, dreaming about my engagement ring and when that wonderful time would come. In 2023, I noticed they had the perfect ring for me and sent hints to my now fiancé. My fiancé placed the order for thousands of dollars back in May of 2023. He proposed to my surprise right at the end of September. I’ve been wearing the ring less than 5 months. At around 4 months in I noticed the ring start to discolor which I thought was odd. It’s also not a smooth finish anymore, even though I take my ring off to shower or wash my hands. I recently contacted Brilliant Earth with my concerns. This ring is brand new and I’m no ring expert, but I don’t think it should look as horrible as it does after 4 months of wear. The customer service lady by the name of ***** told me my only option would be to send in my ring to be refurbished back to new and it would cost $125 but they may be able to waive my fee for this first time. To say I’m shocked is an understatement. I had no idea that when we thousands of dollars we spent on a ring, we would have to continue to spend hundreds to maintain its appearance. I’m also afraid my wedding band will do the same thing once I begin wearing it. I asked ***** from customer service if we could send them back both rings as an exchange for the rings we actually wanted (rings that won’t discolor after 4 months). She said she could offer me half of what we paid to go towards the replacement but we would still need to be another thousand just to get a ring that won’t discolor. I’m honestly sick to my stomach and at a loss for words at how Brilliant Earth is handling this situation. This was supposed to be a dream time in my life, and my dream ring has turned into a nightmare. Buyer beware!! Brilliant Earth does not stand behind their products, and does not stand behind their customers. Brilliant Earth doesn’t value customer feedback nor care to find a reasonable resolution with their discolored products.

  Customer response

  02/21/2024

  Hello,

   

  This email is in regards to the complaint ******** that is referenced below. 

   

  Brilliant Earth and I have come to a resolution. Please remove this complaint as it is being resolved. If you have any questions, please let me know.

   

  Thank you,

  Taylor *****

  ************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩