Complaints

This profile includes complaints for Brilliant Earth, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Brilliant Earth, LLC

  26 O'Farrell St. Fl 10 San Francisco, CA 94108-5832

  
• 

  Brilliant Earth, LLC

  100 Fillmore St Ste 200 Suite 200 Denver, CO 80206-4921

• 

  Brilliant Earth

  8797 Beverly Blvd #206 West Hollywood, CA 90048-1892

• 

  Brilliant Earth, LLC

  300 Grant Ave # 3 Fl Sf San Francisco, CA 94108-3629

  
• 

  Brilliant Earth

  3699 McKinney Ave, #401 Dallas, TX 75204

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fianc purchased and picked up an engagement ring on 12/7/23. We got engaged on 12/14 and within a few days I noticed that my ring was snagging on everything and one of the side stones was not centered. I went into brilliant earth on 12/20 and they said to bring it back in after the holidays so I could enjoy my ring for Christmas. I brought the ring in on 1/2 to be sent back for inspection. I was contacted by the repairs team that the ring was defective and they would remake the setting. I recieved the ring back on 2/5 and by 2/8 had brought it back into the show room due to the same snagging issue with the prongs as before. They sent the ring back again for more repairs. When speaking to the repairs team, I was concerned that the issue had not been fixed after the remake and spoke in depth about how this time it would be done correctly. They ensured it would be triple checked and sent pictures prior to sending the ring back. I recieved the ring back on 3/2 and by 3/6 brought the ring back for a 3rd time. The prongs were not only snagging, but one of the prongs had broken off after only 2 days of having it after a second repair and prior remake. I went into the showroom on 3/6 and sat down with a manager and consultant who where very helpful and ensured we would be able to change the prongs to fix the problem. After sending it back I was told that they would once again do another "complimentary" remake, to which I said no. They have not been able to make the ring correctly the first three times, I do not trust they will be able to make it right a 4th. They have had my ring since 3/6. There is still no resolution about fixing my ring and I have requested a full refund to which they denied because they said it is outside of the 30 day return window. I have physically had my ring for just about 30 days since 12/14 and they have had it the rest of the time attempting repairs. I expect a full refund due to their inability to properly fix my ring. We are devastated.

  

  Business Response

  Date: 04/25/2024

  On 11/4/23, the customer placed an order for an engagement ring from Brilliant Earth. On 1/2/24, the customer dropped off their engagement ring at a Brilliant Earth showroom with a repair need. The order was fulfilled and the customer picked up the ring on 1/30/24. On 2/5/24, the customer dropped off their engagement ring with a 2nd repair need.  The order was fulfilled and the customer picked up the order on 3/2/24. On 3/6/24, the customer dropped off the engagement ring and requested a 3rd repair. As stated on our website, Brilliant Earth stands behind the quality and craftsmanship of our jewelry and offers a free lifetime warranty against manufacturing defects. Brilliant Earth contacted the customer and offered a complimentary repair. On 4/13/24, the customer requested a full return.  As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 1/15/24. Brilliant Earth contacted the customer and  continues to be open to assisting the customer with any service needs for their ring. 

  Customer Answer

  Date: 04/27/2024

   
  Complaint: 21585526
  
  I am rejecting this response because:

  From the beginning, we were given a defective ring, which was identified by the repairs team. We were told it would be fixed the first time it went in for repair on (1/2/24). After a remake, however,  I am continuously having the same issues that I had from the start and keep receiving a defective ring. I even had a prong break only two days after getting it back from the second repair.  After all of this I have lost my faith in the repair team fixing it correctly, which is why I then requested a refund in April. In regards to the refund window ending on 1/15, I think it is extremely unfair to apply that to this situation. I didnt have my ring at that point for 13 days, how could I have requested a refund/return if I didnt have it? As of today, over 4 months from my engagement, I have only had my ring physically for 28 days, that is so incredibly sad. An exception should be made and the refund window should be based on how long I have had the ring with me, not since the original pick up. Is this normal that customers need this many repairs and have barely worn the ring? It is not my fault that my ring keeps needing repairs. Also, these are not complimentary repairs, they are repairs you are doing because the ring is defective. There have been three opportunities to get it right and I am nervous about a fourth repair,  which is only fair since it should have been made correctly the first time. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 05/02/2024

  On 11/4/23, the customer placed an order for an engagement ring  from Brilliant Earth. On 1/2/24, the customer dropped off their engagement ring at a Brilliant Earth showroom with a repair need. The order was fulfilled and the customer picked up the ring on 1/30/24. On 2/5/24, the customer dropped off their engagement ring with a 2nd repair need.  The order was fulfilled and the customer picked up the order on 3/2/24. On 3/6/24, the customer dropped off the engagement ring and requested a 3rd repair. As stated on our website, Brilliant Earth stands behind the quality and craftsmanship of our jewelry and offers a free lifetime warranty against manufacturing defects. Brilliant Earth contacted the customer and offered a complimentary repair. On 4/13/24, the customer requested a full return.  As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 1/15/24. Brilliant Earth contacted the customer and continues to be open to assisting the customer with any service needs for their ring. 

  

  Business Response

  Date: 05/06/2024

  On 11/4/23, the customer placed an order for an engagement ring  from Brilliant Earth. On 1/2/24, the customer dropped off their engagement ring at a Brilliant Earth showroom with a repair need. The order was fulfilled and the customer picked up the ring on 1/30/24. On 2/5/24, the customer dropped off their engagement ring with a 2nd repair need.  The order was fulfilled and the customer picked up the order on 3/2/24. On 3/6/24, the customer dropped off the engagement ring and requested a 3rd repair. As stated on our website, Brilliant Earth stands behind the quality and craftsmanship of our jewelry and offers a free lifetime warranty against manufacturing defects. Brilliant Earth contacted the customer and offered a complimentary repair. On 4/13/24, the customer requested a full return.  As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 1/15/24. Brilliant Earth contacted the customer and provided the option to repair/remake their ring and explained we are not able to provide a return outside of policy. However, Brilliant Earth continues to be open to assisting the customer with any service needs for their ring. 

• Initial Complaint

  Date:04/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told I would receive a call back from Brilliant Earth within 30 minutes, 3 1/2 hours ago. Here is the recap of my experience with Brilliant Earth:I received an engagement ring from Brilliant Earth on January 18th, 2024. In mid-late March (just under 2 months of having the ring) I noticed one of the pave diamonds had fallen out of the band. I contacted Brilliant Earth on March 29th and was told to mail the ring back, wait for an assessment, and that the repair would/could take 4-6 weeks. I have a destination wedding planned for early May, so I hesitated to send the ring back and planned on taking it to a local Jeweler to get a small replacement stone. I went to two local jewelers i(highly reputable with over 20 years experience) and was told this is a much bigger repair. When they looked under their magnifier, they showed me where the ring had been soldered to potentially fix a casting issue the spot was under where the diamond had fallen out. The center stone was uneven not set correctly. The prongs were not done correctly my hair and other fibers were getting stuck in them. Another pave diamond was missing from one of the prongs. Several of the pave diamonds were loose. The ring was simply not to industry standards. Both jewelers use the same phrase NOT A NEW RING. Neither jeweler would agree to work on the ring due to the poor quality. Both said any business who stands behind their products would replace the ring/setting.I am getting married in less than 4 weeks now and I cant get anyone from Brilliant Earth to respond or give me a reasonable resolution. When I call, I get maybe 4-6 weeks, we will evaluate, assess for repair, and propose options. I am hesitant to send my ring back without a commitment and resolution that meets my expectations. My expectation now is that Brilliant Earth will stand by their product and reputation and replace NOT repair my ring WITHIN a time frame that enables me to where it for my wedding.

  Customer Answer

  Date: 04/22/2024

  A representative from Brilliant Earth has reached out to me and we have a plan that will result in an acceptable resolution to my complaint.  I have attempted to close this item out via the link above, but I can't seem to figure out how to do that - the link says there is no action required of me.  Please let me know if there is another approach I should take to communicate the status from my perspective.

  
  

  Thank you,

  
  

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

• Initial Complaint

  Date:04/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attached the email I sent to them which details everything and timeline. They keep blowing me off:
  
  From: ******* ******** Overhaug
  Subject: re: Order ************** Order #: *********** 2nd Repair on Delicate Versailles engagement ring and for band
  Date: April 11, 2024 at 5:51:55 PM CDT
  *** **************************** **** Afternoon
  
  I am writing in hope to get resolution to the continued issues I am having with this engagement ring **************. Since I received this ring in November of 2023, a side marquise diamond has fallen out twice. The fort time I hadn’t had the ring a week when a side diamond fell out. The second time, which just occurred, it fell out while I was in my office, who knows where it is.
  
  This is very disappointing because after $11k+ on a ring, you would think the diamonds would stay in the setting. Especially after the diamond had fallen out previously and I was ensured that all the settings would be double checked.
  
  Also, in December 2023, we ordered the matching band ***********. Within days of having that ring, a side stone fell out, same as the engagement ring. I returned that ring immediately as I could see this was shotty workmanship and it was within the return window.
  
  Now here I am today, weeks out from a wedding, with no engagement ring or band!
  
  I am formally requesting a resolution to this issue. I am requesting a FULL REFUND on this ring, which is currently in the possession of the Brilliant Earth repair team (BE received it today).
  
  I no longer want this ring, the workmanship on this is sub standard clearly, as the ring and band, purchases at different times, have the same issue.
  
  
  
  
  
  
  

  Customer Answer

  Date: 04/17/2024

  I am writing to advise that Brilliant Earth has resolved my issues in a satisfactory manner and I would like to remove this review. Thank you

• Initial Complaint

  Date:04/05/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a ring from this company. As I spoke with a customer service representative about my order on March 25th. I was told it would arrive April 9th and that they would expedite the order so I could have it sooner. A few days later I got an email saying it would arrive on the 15th which is not what I was promised and way past the date that I need the order. I spoke to customer service and they promised I would receive a call from a manager in 24hrs. I was also told that I would be receiving a call from a store that would offer a temporary replacement ring within 24hrs. 3 days have passed and I have yet to receive either of those things. I just got off with a customer service representative which claims that they have no possible way of transferring me to a manager because there are none available. She claims there is no way to speak to production, a manager for the store offering my replacement. She said I should drive 4 hours to that store to talk to them or wait 24hrs to get a call back.This is unacceptable. I would have NEVER placed that order if I had known they wouldn't meet the delivery date I was assured. Now I have wasted my time and am facing the option of having to walk in a store and spend thousands on something that does is not what we wanted originally just to have something by the correct date. This order is time sensitive and the order will be useless to me by the date they have told me it will arrive. It NEEDS to be here on the date I was promised.

  

  Business Response

  Date: 04/11/2024

  On 3/25/24, the customer placed an order for an engagement ring from Brilliant Earth via our website. The customer called to make payment on their order on 3/29/24. Brilliant Earth's engagement rings are made to order and do not begin production until payments are received. Brilliant Earth contacted the customer and provided expedited shipment and the order was delivered on 4/10/24. Brilliant Earth contacted the customer who confirmed their issue was satisfactorily resolved. 

• Initial Complaint

  Date:04/03/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:03/27/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:03/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:03/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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