Absolute garbage customer service. Came to look at wedding bands. No hello. No good morning. Just straight forward "do you have an appointment". Not knowing that was the ONLY way we could receive any sort of service from them, after apologizing that we did not have an appointment. No comments, remarks, or recommendations came from their staff. They just stayed silent and glued their eyes onto a computer screen. Spend your hard earned money on other companies that actually have customer service skills and communication. Lack of value to the costumer is a serious disappointment

We were very disappointed in our experience at Brilliant Earth in Fairfax, while the selection on rings available to view was decent, the customer service was lacking to say the least. The store opened late, the staff who unlocked the door did not introduce herself or apologize. We were left waiting for 10 minutes before we were told that the staff who our appointment was with would be late… after asking to see specific type of setting several times, we still were not shown it. And to top it off, the guy was very stern about ending the appointment at the schedule time, ultimately leaving us with a 30 minute appointment… we asked to be educated and it was apparent that was not a priority. We did not feel welcomed or any sincerity in this store. Support a local jeweler instead💍

Courtney Larkin was lovely, she was receptive to my opinions without pressuring and was willing to explain jewelry terms and knowledge to my fiance when he asked. She made the entire experience fun and we were happy to make a second appointment so we could go back and look at more options. I see a few people complaining about having to book an appointment but I understand the reasoning why its that way. The brand has a focus on ethically sourced gems which means their stock is restricted in some ways, setting an appointment gives them the best chance to get all of the gems you want to see to your chosen store.

I had an exciting experience picking up my ring in this store. Hazel made our pick-up feel unique and luxurious, she brings a great vibe to the store. It is already a special moment in general, but she really elevated the experience for us. The ring is beautiful as well. I’ve loved my Brilliant Earth experience. Brilliant Earth was recommended to me by a friend, and after the experience I had, I will 100% be recommending to others.

We had an appointment with David and it was our first time looking at engagement rings in this type of setting. David made us feel comfortable and was very knowledgeable on all the options they had available. We got our ring today and it is beyond what we hoped for.

My girlfriend and I came to this location yesterday for a scheduled appointment. We were helped by Evnika Oleynik and she was very helpful and knowledgeable. We went in knowing mostly what we wanted, just wanted to see a few different sizes of the diamond cut we picked out. Evnika was very welcoming and answered some very specific questions I had as well as quelled a few concerns. We never felt compelled or pressured to move in one direction or another and she gave us everything we asked and more. She even suggested a new setting option we had not previously considered that my girlfriend loved. We overall had a wonderful experience and were in very good hands with Evnika!

I don’t really post reviews but I wanted to talk about an experience I had at this store a couple weeks back. My fiancé and I went ring shopping and we decided to check out Brilliant Earth. I believe the person who attended us was named Yvnika or Evnika? It’s surprising to me really that this place is listed as LGBTQ+ friendly because she was being homophobic towards my fiancé with some of the comments she was making. When we arrived she seemed to already have a problem with us and was being very rude. We ended up leaving pretty quickly once we started to feel uncomfortable. It’s truly a shame because we glanced a few beautiful pieces but never got a chance to look at them up close.

I truly cannot say enough bad things about this company. They completely ruined my wedding band experience. I ordered two rings on May 15th that I tried on in store that I wanted soldered together. They were both slightly curved and sat flush. Our sales associate placed the order and said it would be a 4 week turnaround. After 4 weeks I went to try on the rings in store and it was not at all what I ordered. There was a giant gap in between the two rings as one was way curvier than the other. They sent them back and after 4 weeks of the company just sitting on them I was told they could not be soldered together to sit flush so they were going to send them separately. I went to look at them and again saw that one was way curvier than the other. The receptionist looked and realized that the salesperson had ordered the wrong rings hence why they had two different curves. We sent them back again requesting the incorrect ring by swapped out with the correct ring. That was on June 8. Since then, I have tried calling numerous times and even visited the store in person to try and get an update on when my rings will be ready. The customer service line could not provide an update, and the receptionist in store said there is no manager in store and that they do not give out any managerial contact information. I was visibly upset and crying in the store, she simply typed a message into their company portal and that was all she could do. You would think at least one person at this company would show a glimpse of concern or care for the nature of business that they are in. I wish I could just cancel my order and look elsewhere but unfortunately I have run out of time and my wedding is quickly approaching. I called 3 different times today and spoke to 3 different reps who all told a different story about where my rings are and when they will be delivered. Will I ever get my rings? Idk. Do not shop here. Ever.