I've had my engagement ring since the beginning of May 2022 - I absolutely love my ring and wouldn't normally write this... but I have to. I had my ring resized in mid-May and 2.5 weeks later, I received my resized ring. YAY - so happy! I have the platinum band and here we are 2.5 months later and my ring has completely split at the spot that they cut it to be resized. THREE MONTHS AFTER BUYING THE BRAND NEW RING. I am now expected to send the ring in, potentially pay a repair fee after they determine the reasoning behind the split (clearly at the resize site), and wait another 2-3 weeks for the repair to be completed. It's absolutely ridiculous. Brilliant Earth needs repair shops across the US and other countries so this can be addressed in a timely manner. I am overly unhappy with the customer service here. UPDATE: I took my engagement ring to a local San Francisco Jeweler who was highly recommended by a friend (5 stars on Yelp), and just by inspecting with a small microscope, he found that the repair team at BE that had initially resized my platinum ring used 10k gold to cut it at the resize site instead of platinum. First mistake. Second mistake: They didn't weld it back together, they instead soldered it. Finally, one of the diamonds on the band is cracked in half, and will also have to be replaced. Brilliant Earth HAS tried to call and told us they would replace the entire setting after inspection... but why would you trust someone that does the absolute bare minimum from the beginning? You spend SO MUCH on a ring, and they should do everything to make sure it is repaired/resized/etc. perfectly in the beginning.

In the 6 years my wife has been wearing her wedding band from Brilliant Earth, the ring has broken 3 times. Brilliant Earth refused to honor the warranty until I called five times and finally was able to speak to a customer service associate who could help me. On the previous calls, I was told I would have someone call me back, and that never happened. Repairs take over a month, and appointments are subject to cancellation. Their products are shoddy, their customer service is a frustrating joke, and the company takes no responsibility for their bad service. Worst of all, this is actually my second review. They told me that they would only discuss my case if I took my previous 1 star review down, then offered complimentary diamond earrings once I did. Ethically sourced materials do not mean the company itself is ethical or worth your business. I suggest looking elsewhere.

If I could do 0 stars, I would. My fiancé purchased my engagement ring from Brilliant Earth and after 3 months of wearing the ring the centre diamond completely fell off the ring setting. This ring was not a cheap purchase. The cherry on top was it fell off the day before our engagement party. You can only imagine how mortified we were having our big special day with friends and family and no engagement ring. The ring is extremely well taken care off (not worn while sleeping, dishes, shower, or working out) We are extremely disappointed in the craftsmanship of the ring. I cannot imagine loosing the centre rock somewhere and never finding it again and Brilliant Earth wouldn’t even replace or reimburses us. To fix the ring, the poor customer service gave us the run around that we needed to ship the ring to New York (we are western Canadians) and it takes 3-4 weeks to inspect the ring. We literally took the ring to a local jeweller and they inspected and told us what was wrong within 10 mins. It’s incredible that when brilliant earth wants a sale they ship the ring within days but when they need to fix the poor quality it takes them 6-8 weeks. Be aware of this company. It is an absolute scam and should be out of business. DO NOT PURCHASE a once in a lifetime ring from Brilliant Earth. They have ruined our special day and that is something no amount of money could replace.

I would strongly hesitate to purchase rings from this vendor. My fiance and I recently got engaged and I purchased the ring through them online. The ring in question cost nearly 10k, was absolutely beautiful, arrived quickly when ordering and for the first two-ish months was no problem. Come today, we've discovered the stone is loose. Likely a bent prong (which how the hell does platinum bend?). The center stone is so loose it can literally rotate in the mount enough you can see it with your naked eye. Contacted support for the warranty. 6-8 weeks to fix. Mind you they delivered it after purchasing in less than 3. Goes to show they're happy to quickly service you when they're taking your money but absolutely do not care once you're a customer and need resolution. So here we stand, 6-8 weeks waiting for a ring to be fixed. Our first Christmas engaged without a ring for any holiday photos or to show family. Spend your money elsewhere. These people aren't worth your time.

I really wanted to love their rings considering the purpose and values. However, it's been extremely difficult dealing with them. My partner ordered me one of the ombre rings for my wedding band. It was held and delayed because the agent said there's an outstanding balance. There's no way to do a partial payment online so this was news to us. The receipt showed it was paid in full. The agent spent quite a bit of time trying to figure out the issue as we were on the phone for an hour. Turns out it was something weird that happened with the currency conversion so they finally shipped it out but it was almost a week delayed. When the ring arrived, I was so excited to open it. To my disappointment, one of the jewels looked quite a bit darker than the others. The jewel colors also did not look like the picture online. We called in to request a return it so we could purchase a different ring and this has been extremely difficult. It seems there were line items that look like additional jewel stones were added to the bill. Keep in mind, my partner ONLY added the ring to cart. The agent again spent quite a bit of time trying to figure out the issue since we said we did not purchase additional items. We've been calling and emailing several times for the past 2 weeks. There's been no email responses and calling in to speak with an agent has proven difficult each time with the agents saying they will send us a return label, but we still have not received one. Really wanted to love them but ended up feeling extremely disappointed instead.

I am editing my review since I received my order. I will say that the ring is absolutely beautiful, I have had the ring for almost a week now and the bottom of the band is scratched to hell already so makes me question the durability of the 14k rose gold. Customer service was a nightmare until a manager called me back. She worked very hard to resolve the shipping issue and stayed in contact with me through the entire process which was greatly appreciated. They did not include my complimentary gift in the order so they had shipped that out separately. Overall I would recommend Brilliant Earth as long as you are in no hurry for the order to arrive.

Received the most perfect and beautiful engagement ring I ever could have dreamed of however after wearing it for two weeks I lost three small diamonds. The repair process took a long time but was free. Finally got it back and lost another two diamonds a few months later. Paid to have that fixed. Stopped wearing it as I didn’t want to have to fix it again. Wore it to an open house for one hour and lost another diamond. This ring was over 4K. I understand not being able to wear it in the shower, to bed, while washing dishes, to the gym or with my wedding band(as any rubbing can pop diamonds off) but it seems I truly can’t do anything in this ring. Can’t return it so it’s just been sitting in the box. There’s no warranty so buy at your own risk.

Let me begin by saying that the engagement ring I got my fiancee from Brilliant Earth was excellent; it was exactly as advertised, came on time (significantly faster than the majority of jewelers), and the price was quite reasonable given the product. Moreover they have a huge range of options and customizability, which can't be taken for granted. Ultimately, that's what I paid the company for and I can't really complain, so my rating has a floor of four stars. However, the customer service for Brilliant Earth was pretty inadequate. I ordered the ring with a delivery date fairly soon before I was going to propose, and paid via bank wire, only afterwards seeing the fine print that this sometimes delays the date (in my opinion this should be shown PROMINENTLY by the delivery date). I then called to make sure the date was still as listed, and was put on hold for a while but eventually told it should be, and that I would get a confirmation email within 48 hours. But I never received the email, and had to email them to eventually get a confirmation email. They then said I would get another email when the ring had shipped and when it arrived for pickup, but I never got either of those, and had to call the store to make sure everything was as it should be. Meanwhile, they sent me at least ten advertisement emails (despite me opting out of these, of course) in between, so they clearly had the correct address. It was pretty frustrating to have to repeatedly confirm everything. But again, ultimately I received the ring on time and it was really nice, so four stars.

I had an appointment to browse engagement rings because I wasn’t sure what I wanted, and it was everything I could hope for! Mellisa was our sales associate and she was so kind and helpful! She showed us an amazing selection and really helped me curate my dream ring. She answered all of our questions and made sure we figured out what we loved and didn’t love in a ring. I would highly recommend brilliant earth - especially the San Francisco location.

In San Francisco for a stopover, walked 2 miles to have a quick look/compare Brilliant Earths Lab created /Mined diamonds before I order from Australia. No items on display at all, not one single thing! You have to make a 45 minute appointment just to view comparison's. 5 minutes is all I would have needed. A shop that doesn't display any of its goods despite having security controlled door is very odd and poor service.

Please don’t buy your rings here!!!! I got my wedding band and engagement ring here. Within a year of having my engagement ring the diamond became loose in the setting and jiggled around. When I reached out to customer service they told me it was my fault and I shouldn’t be wearing it as much (I take it off every time I shower, work out or do dishes) and that yearly maintenance is standard (meaning each year you would have to ship in your ring for 2+ months for “standard maintenance”). Fast forward a year later, I purchase my wedding band from them too and within 4 months of wearing it it has already lost a diamond!! Such poor poor quality. Please don’t order your rings here and get the terrible quality on these extremely expensive rings. Go anywhere else!!

I was so excited to come here with my boyfriend to finally look at engagement rings so I booked an appointment in March and the soonest one we could do was in May. I couldn't wait, I was counting down the days! 3 days before my appointment I get a phone call and a voicemail that says due to a medical staffing emergency they would need to reschedule. Which meant I would need to go online and book an appointment again, which the next available for us would be 2 months out again. I didn't get the follow up email either. I did not want to wait that long so I called the customer service line and the lady says my appointment was canceled due to overbooking which was very upsetting and confusing since I had made my appointment way in advance and I thought it contradicted the medical staffing emergency. Funny enough there is a similar review on here from 10 months ago. Maybe it was miscommunication and the customer service line just needs to have better wording that matches what was said from the showroom voicemail. Anyways, I reached out by email voicing my frustration and Kelly Shapiro answered my email the next morning. She was apologetic and very accommodating and told us we could come in the following day of my original appointment. She was even the one that met with us personally at the appointment! We had a very good experience at the showroom. We took BART and was able to walk to the showroom from the Montgomery station. The entrance is in an alleyway so be sure to look for the sign that points you in that direction. They buzz you in and you can either take the stairs or elevator to the third floor. The inside looks so clean and bright and all the jewelry displays were calling towards me, so shiny! Kelly showed us to another room where there are many tables around the perimeter of the room. Each table has a plastic divider between us and Kelly which was nice for these Covid times. Masks were required as well. We started off looking at the display cases, but she also had prepared the two settings and wedding bands that I was interested in seeing. From there I was just trying on a bunch of different rings for the first time and absolutely loved seeing the ones I picked out on my hand. After we narrowed it down, we went back to the table and I was able to take pics of the rings on my hand for reference. Kelly then began to explain the 4 C's and showed us natural and lab created diamonds. All in all I was satisfied with our appointment and Kelly was very helpful and nice, but I wish the scheduling part was smoother which is why I'm giving 4 stars.

Searching for a new engagement ring was made easy by going to the Brilliant Earth SF Showroom. Me and my partner were matched with Kathleen (Kay), and it was an amazing experience. The whole experience was comfortable, hospitable, informative, and warm --it was like I was assisted by a good friend :] Kay was extremely honest, genuine, and professional, who made sure that all my preferences were considered. When seeing Kay versus other jewelers, she educated me on the significance the difference of prices in relation to diamond color, clarity, etc. -- not something other jewelers/diamond consultants tend to do when assisting me. Her main priority was to make sure that she was meeting our budgeting and preference- while still managing to find the best possible ring considering all these factors. Kay is a true problem solver. She genuinely cared about providing the best service and meeting my preferences. Kay's genuine objective was to help me find my dream ring, which she did. Her expertise, transparency, and genuinity is no comparison to others in the diamond industry. 10/10! Highly recommend.

Beautiful ring- but not worth the trouble My boyfriend got me a ring for my engagement. Less than one day later, when I took a closer look at the ring, I noticed staining on both sides of the band. I chatted with ‘live chat’ who told me to call. I called, and was told I’d need to send it back for up to a month. I repeatedly asked to speak to a manager, and one was assigned, but she continued to dodge my calls and requests to talk. Once she finally did call me back, she lied to me about expediting the order and providing updates. Like I said, a beautiful ring, but not worth the trouble. In my opinion, Brilliant Earth lacks quality control and efficient customer service- go anywhere else before they mess up all of your post-engagement plans too.

I have had my engagement ring for a little over a year now and unfortunately had one of the setting diamonds fall out. Once this happened I noticed another diamond was loose. My fiancee and I had an appointment to go in already on the following Monday so I took it off and knew we could deal with it then. I had to send my ring in and was told I wouldn't have it back until 3 weeks from now. In addition to that, it has taken over a week for it to be with the "evaluator" to reach out to us, and we can't schedule a meeting to go over options for a repair until next Thursday. The salespeople made me feel like it was my fault that a diamond fell out and would be out of "normal wear and tear" even though I do not wear my ring to sleep, exercise in, etc. On top of that, I noticed that the setting on my main diamond wasn't even - something a professional jeweler should have noticed. The quality of Brilliant Earth rings are low. Diamonds should not fall out or be loose after only having rings for a year - these should be built to last a lifetime! On top of that, their customer service is a nightmare to deal with. Find a local jeweler and get a ring that's worth the quality of your relationship - you won't find that here.

I had an incredible experience buying my engagement ring through Brilliant Earth. Grace Davis was the consultant who helped us, and she was amazing. She made the process so seamless, easy to understand, and fun. She walked us through every step of the process and really made us feel comfortable and informed the entire time. The ring itself is exactly what I wanted and more. Definitely recommend anyone looking to buy a ring to do it at Brilliant Earth and to ask for Grace!

April 12, 2022 I visited the SF showroom and placed the order at the time of our visit . I received a confirmation email later that day and saw my order was incorrect. (Wrong metal and wrong stone) I called the next day to correct and was advised there was a glitch in the system and I was supposed to get a confirmation email for the changes. Two days later I called again because I didn’t get a confirmation and was told to wait another 48 hours after they put in another request for changes. The following day I tried to call the showroom and they saw all my notes and assured me my request was in the system. A week later I called again after not getting any confirmations but this time the rep told me that this whole time no one had submitted the changes correctly and there were simply notes in my file. This time they were trying to charge me more money for the correction. I asked for a manager and contacted my original salesperson and I was told via email that because of the system error they would waive the pricing difference. That confirmation email was correct except they removed the lifetime extended warranty I had purchased. I quickly responded pointing it out and they agreed to put it back on but then I was asked to pay the balance. I had paid for the ring with warranty in full on my appointment day so I should not be paying more. I made more calls and emailed attaching my original confirmation that showed I had paid for the warranty upfront and also forwarded the email from a manager confirming that I would not be charged more for their system error. After not hearing back, I called once again and I was told that the request to waive the balance was denied! I lost track of how many times I called and emailed to get this straightened out. I sadly had to cancel this order April 20th after losing faith in their word and experiencing terrible service. It has been a week since I canceled the order and I have not received my promised refund. I am now disputing the charge with my card to get my money back. I would never recommend this company to anyone. They are dishonest and do not care about their clients.

I can't recommend Brilliant Earth enough. I actually make a purchase from overseas, after seeing the incredible range of ethically sourced, beautiful products which BE has in stock. Along with a fantastic product (an engagement ring which my girlfriend (now Fiancé!) said yes to), the customer service I received from Brilliant Earth was literally the best I have ever experienced from any company ever. I cannot rate them highly enough and will be returning for any and all jewelry purchases.

Highly recommend you try this the next time you are shopping for jewelry. I like the "appointment" format that they use, you're not competing for the attention of the person helping you. Another plus is that the appointments are held in a locked display room that is separate from the reception area. While visiting other jewelers, I was worried about the possibility of someone coming up from behind and attempting a snatch and run. Sitting at a table and chatting with the salesperson in a secured display room is a much more pleasant experience. We were surprised that Brilliant Earth has a custom design service where you can come up with your own design for a ring. We decided to take the "custom" route and are happy with the results. I don't know why the Brilliant Earth website doesn't highlight that they have a custom design team. (Recommendation for Brilliant Earth: Create a YouTube video that goes from the mock-up, CAD, and metal casting process.) For all my technical brethren out there, you will appreciate the humor of having a "negative 1" button in the elevator. (sorry, it can't be zero based counting, that would really confuse the general public) 😉

A number of years ago my wife had her ring stolen from her while we were on vacation. When I contacted Brilliant Earth they set me up with an extremely knowledge representative that reviewed old photos in order to duplicate the original ring. Even after adding on a couple of extra karats to the main stone the pricing was extremely reasonable and the quality was far superior to anything we imagined. The beautiful piece that they created even showed up quicker than the anticipated due date. What’s more, when one of the owners husband heard that my wife was sick he made a fabulous Spaetzle meal for our entire family. No joke. That really happened. What an amazing company!

My girlfriend and I visited the San Francisco store early this year whilst on our holiday. I then ordered a ring once we returned to the UK. Shiloh was very helpful, accommodating and most importantly, made the whole process very easy and enjoyable! My fiancé loves her ring and I’d be happy recommending Brilliant Earth to friends and family. Thanks Shiloh and the rest of the Brilliant Earth team. Adam

LOVE LOVE their jewelry! Especially, their rings! They are extremely dainty, intricate, and detailed oriented. I love the vast variety of styles and majestic craftsmanship. I am a forever customer!

Super happy with my experience. Excellent customer service in person and on the phone. Super easy to select what you want and you get exactly that. I care about global labor practices and sustainability and will never buy a non lab grown diamond. Brilliant Earth is an amazing service and I can't imagine why anyone would go anywhere else for their diamond needs.