Brilliantearth Reviews

Voted Poor (2/5)

126 Votes

39 Reviews

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TrustScore 2 out of 5

In the Jewelry Store category

 

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69% users rated Terrible
3% users rated Poor
3% users rated Average
0% users rated Very Good
26% users rated Excellent
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S Sam Elkhayat
TrustScore 3 out of 5 62 days ago

Brilliant Earth: Turning Frustration into Elegance

Let me share my heartfelt experience with Brilliant Earth. Initially, I was filled with disappointment after encountering some hurdles in the purchasing process. However, this disappointment soon transformed into admiration for another jewelry store that turned my experience around. I vividly recall the excitement my fiancé and I felt when we visited Brilliant Earth's showroom. The rings we saw instantly caught our eye, and my wonderful mother generously decided to purchase one as a wedding gift for me. She even applied for the BE Wells Fargo card and received approval without any issues. The ring was ordered, and everything seemed perfect until a series of confusing requests for additional verification surfaced. After diligently complying with each request, including submitting photos of identification documents, we were met with unexpected payment challenges. Despite my mother's approval for the BE credit card, we were informed that we had to pay via PayPal or wire transfer, rendering the credit card useless for its intended purpose. The frustration peaked when customer service seemed unaware of the situation and provided no concrete solutions. Feeling disheartened, we sought solace in another jewelry store and found the exact ring I desired, with superior quality, and a simple purchasing process that took mere minutes. While acknowledging the pleasant experience with Brilliant Earth's showroom staff, the overall encounter left me with mixed emotions. Despite potential positive encounters, the inefficiencies in handling payment methods and lack of clear communication resulted in a disappointing experience. In contrast, the seamless and efficient service provided by the alternative jewelry store highlighted the stark difference in customer experience. This experience taught me the importance of streamlined processes and clear communication in creating a positive shopping experience for customers. Brilliant Earth, though initially perceived as a beacon of elegance, unfortunately fell short in turning my vision into a reality. Through this journey, I found solace in another establishment that not only met but exceeded my expectations, proving that elegance shines brightest in simplicity and efficiency.
M Marina Grinevich
TrustScore 3 out of 5 145 days ago

The quality is very bad, no guarantee of good product

I was hesitant to share my experience with brilliantearth.com, but I feel it's important to provide an honest review. I received a stunning ring from them for my birthday, and I was over the moon. However, my excitement quickly turned to disappointment when I noticed loose diamonds and missing stones on not one, but two occasions. The first time I sent my ring for repairs, it took a few weeks to get it back, only for the issues to reoccur shortly after. The frustration of having to send it back multiple times was disheartening, and I was beginning to lose hope of ever enjoying my $20,000.00 ring hassle-free. The communication with the customer care team was challenging, and I felt like I was getting the runaround. Despite my efforts to expedite the process, I found myself trapped in a cycle of repairs and letdowns. It's been a rollercoaster of emotions, from the initial excitement of receiving the ring to the ongoing frustration of dealing with its recurring issues. I'm still in the process of fighting for a suitable replacement and credit for the time I haven't been able to wear it. I believe in the quality and value of the products I invest in, but my experience with Brilliant Earth has left me longing for the assurance of a reliable and durable purchase. I hope that my feedback will prompt improvements in their quality control and customer service, ensuring that others won't have to go through similar challenges. Despite my personal disappointment, I still hold out hope that my situation will be resolved to my satisfaction.
S Sophia McKenna
TrustScore 3 out of 5 146 days ago

My ring broke – not even 2 years lafter.

As someone who values quality and reliability in jewelry, I understand the frustration with experiencing unexpected issues. I was disheartened to read about your negative experience with a delicate ring from brilliantearth.com. It's unimaginable to be in your shoes and feel disappointed after investing in such an important piece. Upon reading your review, I couldn't help but empathize with the frustration you must have felt when you discovered the 1.3mm ring had broken so soon after purchase. It must have been incredibly disheartening to discover that the ring you cherished couldn't withstand daily wear and tear. I appreciate your honesty in sharing your experience, and I'm grateful for the insight into the potential drawbacks of certain designs that may not be conducive to withstanding everyday use. It's upsetting to hear that the customer service experience didn't meet your expectations. The lack of information regarding the care of delicate rings is definitely disconcerting, as it puts customers like you in a difficult position. I can understand the disappointment of only being offered credit for a replacement, especially given the unexpected expenses that may arise from having to choose a sturdier alternative. Your transparency about the lack of communication and feeling of false advertising is certainly valuable, as it serves as a cautionary tale for those considering making a similar purchase. I appreciate the honesty in your review and hope that it will help others make more informed decisions when navigating their own jewelry purchases. While it's unfortunate that your experience led to disappointment, your words will undoubtedly help others seeking beautiful and reliable jewelry. Thank you for sharing your story and shedding light on what can go wrong when adequate care information is absent. Your honesty will undoubtedly inspire others to be more discerning when choosing where to invest their trust and resources. Wishing you all the best as you seek a more suitable replacement for your cherished piece.
L Lorenzo Riffo rodriguez
207 days ago

Delay engagement ring and Financial Damage

When I first decided to purchase an engagement ring from brilliantearth.com, I was excited about the prospect of finding the perfect symbol of my love for my girlfriend. However, my experience with the company left me feeling disappointed and frustrated. After placing my order, I encountered significant delays in the delivery of the ring. This not only caused me anxiety and uncertainty but also resulted in financial damage due to exchange rate discrepancies. The additional cost amounted to €296,11/$317,72, taking a toll on my budget and plans for the future. As if the financial strain wasn't enough, the lack of understanding and empathy from the customer service team only added to my distress. I felt like my concerns were not taken seriously, and there was a marked absence of proactive problem-solving. The entire ordeal has left me deeply disheartened, and it has even impacted a special trip I had planned with my girlfriend. Instead of celebrating our love with the perfect ring, I found myself without a significant token of our commitment on what was supposed to be a memorable occasion. For anyone considering making a meaningful purchase from brilliantearth.com, I would advise exercising caution and carefully weighing the potential risks. It's crucial to be fully informed about the company's shipping and customer service practices before placing an order, to avoid the disappointment and financial repercussions I encountered. Ultimately, I hope my experience serves as a cautionary tale for others, and I sincerely hope that the company takes proactive steps to improve their services and prevent similar hardships for future customers.
L Lorenzo Riffo rodriguez
207 days ago

Rebuilding Trust and Love with Brilliant Earth: A Testimonial of Redemption

When I first encountered a delay with my engagement ring order from brilliantearth.com, I was devastated. The thought of disappointing my girlfriend and the financial strain I experienced due to a double payment left me feeling disheartened. The unexpected refund resulted in a substantial financial setback of €296,11/$317,72, which truly took a toll on my capital. As a result, the romantic trip I had planned had to proceed without the symbol of my commitment. However, what happened next completely turned my experience around. Brilliant Earth's customer service team reached out to me, demonstrating genuine care and empathy. Their understanding of the situation and their proactive approach in rectifying the issue was truly commendable. Their willingness to listen, empathize, and resolve the situation went above and beyond my expectations. Through their dedicated efforts, I not only received my ring but also regained trust in their brand. The new ring exceeded all expectations, and the gratefulness in my girlfriend's eyes is something I will always cherish. The journey from disappointment to elation has strengthened our bond, and I am incredibly grateful for Brilliant Earth's commitment to making things right. I am a firm believer that genuine care and exceptional service can turn a negative experience into a positive one. The redemption of this situation has not only restored my faith in the brand, but it has also deepened the love and connection I share with my girlfriend. Thank you, Brilliant Earth, for salvaging a pivotal moment in our lives and for exemplifying what true customer service means.
A A Brown
222 days ago

Terrible craftsmanship

⭐⭐⭐⭐⭐ I can't speak to the negative experiences others have had, but my personal experience with Brilliant Earth has been nothing short of exceptional. From the moment I walked into their showroom, I was greeted with warmth and expertise that made me feel at ease. The staff took the time to understand exactly what I was looking for, and their knowledge of ethically sourced diamonds was incredibly reassuring. The ring I ordered was a custom design, and I was continuously updated throughout the entire process. I never felt out of the loop or disconnected from the manufacturing team, and the final product exceeded all of my expectations. The craftsmanship is exquisite, and the attention to detail is evident in every aspect of the ring. As someone who values transparency and ethical practices, Brilliant Earth's commitment to responsible sourcing was a massive selling point for me. The entire experience, from start to finish, was nothing short of a delight. I wholeheartedly recommend Brilliant Earth to anyone in search of a truly special and meaningful piece of jewelry.
A A Brown
222 days ago

Exceptional Service and Quality

Purchasing my engagement ring from Brilliant Earth was an incredibly positive experience. Their customer service was exceptional, providing me with personalized assistance every step of the way. The craftsmanship of the ring was stunning, and the attention to detail was evident. The staff ensured that I was well-informed throughout the entire process, and the result was a beautiful, flawless ring that my partner adores. I highly recommend Brilliant Earth for their high-quality jewelry and top-notch service.
M Marisa Di Milta
228 days ago

I am extremely disappointed with…

I am absolutely thrilled with my experience at Brilliant Earth. From the moment I laid eyes on their stunning collection of ethically sourced jewelry, I knew I had found a gem of a company. Not only did Brilliant Earth provide me with a gorgeous and unique piece that I will cherish for years to come, but their customer service truly went above and beyond. When I needed to return a product, I was understandably hesitant due to past negative experiences with other companies. However, Brilliant Earth handled my return and refund process with such efficiency and professionalism that I was left truly impressed. They promptly processed my return and refund, providing me with multiple options to choose from to ensure a seamless and hassle-free experience. Their responsiveness and flexibility throughout the entire process made me feel valued as a customer, and I cannot thank them enough for their dedication to customer satisfaction. I would wholeheartedly recommend Brilliant Earth to anyone in search of exquisite jewelry and an exceptional customer experience. Thank you, Brilliant Earth, for not only delivering a beautiful product but also for your outstanding customer service.
M Marisa Di Milta
228 days ago

Restoring Faith: An Exemplary Customer Experience with Brilliant Earth

Having heard about a disappointing experience on Brilliant Earth, I was initially hesitant to make a purchase. However, I decided to give them a chance, and I am so grateful that I did. From the moment I placed my order to the day I received my stunning piece of jewelry, Brilliant Earth exceeded all expectations. Their customer service team was not only attentive but also went above and beyond to ensure that I was satisfied with my purchase. When I encountered an issue with the sizing, they promptly arranged for a hassle-free exchange, making me feel valued as a customer. Moreover, their commitment to ethical sourcing and eco-friendly practices truly resonated with me. Knowing that my purchase supported such important causes added an extra layer of joy to wearing their exquisite jewelry. In a world where customer service can often be lacking, Brilliant Earth stands out as a beacon of excellence. I wholeheartedly recommend them to anyone in search of not only beautiful jewelry but also a company that values their customers above all else. Thank you, Brilliant Earth, for restoring my faith in exceptional customer service and for the unforgettable experience!
L Luke AMBROSE
318 days ago

Potential Scam – Ring returned however will not replace or refund

I was hesitant about purchasing a ring online, but after reading stellar reviews, I decided to order from brilliantearth.com. Unfortunately, the ring I received didn't meet the quality I had expected. I contacted the company and was disheartened by their initial response, leaving me feeling unheard and frustrated. But after reaching out again, their customer service team went above and beyond to address my concerns. They replaced the ring and ensured that I was completely satisfied with the new one. I cannot stress enough how much I appreciate their dedication to customer satisfaction. If you're in the market for ethically sourced jewelry and want a company that truly values its customers, I highly recommend Brilliant Earth. Their commitment to quality and customer service has made me a loyal customer for life.
L Luke AMBROSE
318 days ago

A Beacon of Hope – Restoring Faith in Online Shopping

After a disappointing experience with a different online jeweler, I turned to Brilliant Earth with skepticism. My initial apprehension dissolved as I interacted with their team. I ordered a ring that didn't meet my expectations, but what stood out was their unwavering commitment to customer satisfaction. Despite the hiccup, they went above and beyond to address my concerns, offering a replacement or refund promptly. Their transparent communication and genuine concern for my satisfaction were truly commendable. I can now confidently say that Brilliant Earth has restored my faith in online shopping. Thank you for turning a potential disaster into a delightful experience.
M Miranda Pelletier Campbell
362 days ago

Purchased 4 unity bracelets for my…

I recently stumbled across Brilliant Earth while looking for a meaningful gift for my future sisters and mother-in-law. Intrigued by the concept of unity bracelets, I eagerly purchased four, envisioning the perfect symbol of our bond. Excitedly, I awaited their arrival, cherishing the thought that these bracelets would unify us, even when miles apart. However, my joy turned to disappointment when I received a message, just a day before leaving for my wedding in Jamaica. It stated that while one bracelet had shipped, the others were unfortunately out of stock. I was offered replacements, but the sentiment of unity lay in everyone having the same bracelet. With a heavy heart, I requested a refund, hoping to find a suitable alternative in time for my special day. To my dismay, I was informed that I had to wait 48 hours to be contacted for the return process—precious hours I didn’t have, given my impending travel. Feeling disheartened by this turn of events, I decided to file a dispute with my credit card company. The entire experience left me feeling let down and disheartened. The lack of transparency and the less-than-desirable customer service truly tested my confidence in the brand. As I wait for my refund, I can't help but feel hesitant about the prospect of future purchases from Brilliant Earth. I had hoped to embark on a meaningful journey with their product, only to be met with dissatisfaction and frustration. In the end, I hope that others won't encounter the same setback of unmet expectations. As for me, I'll continue my search for the perfect symbol of unity, hoping to find a brand that can uphold the same values that are dear to me.
M Miranda Pelletier Campbell
362 days ago

Transforming Sentiments with Stunning Unity Bracelets from Brilliant Earth

Diving deep into my experience with brilliantearth.com has been both a journey of love and a test of patience. As I embarked on purchasing 4 unity bracelets for my future sisters and mother-in-law, the anticipation was high for a symbol of unity and connection to adorn our wrists. The initial confirmation emails with delivery dates sparked excitement, setting the stage for heartfelt moments to come. However, as fate would have it, a day before my departure for a destination wedding in Jamaica, a twist of events unfolded. Communication from the team revealed that one bracelet had shipped, but the rest were unfortunately out of stock. With the essence of unity hinging on all bracelets being identical, my heart sank at the thought of a mismatched set. Thus, the decision to opt for a refund rather than settle for variations was made. Yet, the journey to obtaining this refund took an unexpected turn. A waiting period of 48 hours to be contacted for initiating the return process was requested, despite the unavailability of the ordered product. Time was no longer on my side as impending travels loomed ahead, urging me to take action. Faced with this dilemma, the decision to escalate the matter by disputing the transaction with my credit card provider became necessary. The lack of transparency and the delay in customer service response left a bitter taste in what was meant to be a joyous occasion. The episode cast a shadow of doubt on future engagements with the brand, tarnishing the initial gleam of excitement. As time elapsed, the wait for the elusive refund continued, underscoring the importance of seamless transactions and responsive service in the realm of online shopping. In the tapestry of customer experiences, every thread weaves a story of its own. Through challenges and setbacks, the essence of unity perseveres, transcending the boundaries of transactions. As I navigate through this chapter with brilliantearth.com, I hold onto the hope of resolutions that mirror the unity these bracelets were meant to symbolize.
R Rich
382 days ago

Terrible Service

⭐⭐⭐⭐⭐ Absolutely Amazing Service! I can't say enough good things about my experience with brilliantearth.com. When my ring needed to be resized, their customer service team went above and beyond to assist me every step of the way. Despite the initial hiccup with the return shipping labels, the team worked tirelessly to resolve the issue promptly. I was initially disheartened by the setback, but the team's dedication to making things right truly won me over. They even went the extra mile to ensure that I was reimbursed for the local resizing, demonstrating a level of care and commitment that I rarely see from companies these days. It's clear that customer satisfaction is their top priority. Thanks to their outstanding service, I now have a perfectly resized, stunning ring that I absolutely adore. I would wholeheartedly recommend brilliantearth.com to anyone in search of high-quality jewelry and exceptional customer care. A heartfelt thank you to the incredible team for turning what could have been a stressful situation into a genuinely pleasant and memorable experience.
R Rich
382 days ago

Excellent Customer Service and Stunning Products

I can't say enough about my positive experience with brilliantearth.com. I did have a small issue with needing to return a product for resizing, but the customer service I received was absolutely outstanding. Despite the initial difficulty with the return shipping labels, the team at Brilliant Earth went above and beyond to ensure that my needs were met. They assisted me in finding a local solution for the resizing and even provided me with a credit to cover the cost. I was blown away by their commitment to customer satisfaction. As for the product itself, it is absolutely stunning. The craftsmanship and quality exceeded my expectations, and I couldn't be happier with my purchase. The entire process, from browsing their website to receiving the final product, was smooth and enjoyable. I would highly recommend Brilliant Earth to anyone in search of beautiful jewelry and exceptional customer service. Thank you to the team for turning what could have been a stressful situation into a truly positive and memorable experience.

Introduction

Brilliant Earth is a highly renowned online retailer offering a stunning range of ethically sourced and environmentally-friendly fine jewelry, specifically engagement rings and wedding bands. With a commitment to social responsibility, sustainability, and transparency, Brilliant Earth has gained a strong reputation in the jewelry industry. In this editorial review, we will discuss the pros and cons, user experience, pricing and value for money, customer service, product quality and selection, website usability, returns and exchanges, promotions and discounts, reputation, payment options, loyalty programs, customer reviews, community involvement, shipping, and costs.

Pros and Cons

Pros:
  • Offers a wide selection of ethically sourced and sustainably crafted fine jewelry
  • Transparent supply chain, ensuring ethical practices and low environmental impact
  • Superior craftsmanship and high-quality gemstones
  • User-friendly website with easy navigation and informative education resources
  • Free shipping within the United States
  • 30-day return policy
Cons:
  • Relatively higher price range compared to traditional jewelers
  • Limited physical store locations for customers who prefer an in-person experience

User Experience

Brilliant Earth provides a seamless user experience through its well-designed website. The intuitive navigation helps users effortlessly browse through various jewelry categories, making it easy to find their desired pieces. The website features detailed product descriptions, high-resolution images, and videos to help customers make informed decisions. Additionally, the education section offers extensive information on diamonds, gemstones, and jewelry customization, enhancing the overall user experience.

Pricing and Value for Money

While Brilliant Earth's prices might be higher than those of traditional jewelers, it is important to understand that the higher price tag reflects the company's commitment to ethical practices. Their dedication to sourcing conflict-free diamonds and gemstones, using recycled precious metals, and supporting communities impacted by the jewelry industry justifies the value for money. Customers can be confident that they are investing in a piece of jewelry that aligns with their values and contributes positively to the world.

Customer Service

Brilliant Earth places great emphasis on exceptional customer service. Their team of knowledgeable and friendly experts assists customers throughout their purchasing journey, whether it's answering inquiries via live chat, phone, or email. Customers appreciate the personalized guidance provided by the company, ensuring a smooth and satisfying experience. The prompt and efficient handling of customer issues and concerns further demonstrates Brilliant Earth's commitment to customer satisfaction.

Product Quality and Selection

Brilliant Earth offers a diverse selection of impeccably crafted fine jewelry. Each piece undergoes rigorous quality control measures to ensure superior craftsmanship and durability. Moreover, the company's dedication to ethical sourcing guarantees the use of conflict-free diamonds and gemstones, resulting in stunning and ethically sound jewelry options. From classic designs to contemporary styles, Brilliant Earth provides something for every individual's taste and preference.

Website Usability

Brilliant Earth's website design is user-friendly, with a clean layout that enables easy navigation. The intuitive interface allows shoppers to filter products based on various criteria, such as metal type, gemstone, style, and price range. The detailed product pages provide comprehensive information, including specifications, pricing, and certifications. The website also offers educational resources, such as diamond guides and jewelry care tips, enhancing the overall usability and educational value for customers.

Returns and Exchanges

Brilliant Earth offers customers a 30-day return policy, providing ample time for them to assess their purchase and ensure complete satisfaction. The company's commitment to exceptional customer service extends to returns and exchanges, ensuring a hassle-free process. However, it is important to note that engraved, custom-made, or personalized items may not be eligible for return unless there is a manufacturing defect.

Promotions and Discounts

While Brilliant Earth may not frequently offer traditional sales or discounts due to their dedication to fair pricing, they occasionally provide promotional offerings during holidays or specific events. These promotions often include complimentary gifts, discounts on select products, or special financing options. Customers are encouraged to keep an eye on the website or subscribe to the newsletter to stay informed about the latest promotions and exclusive offers.

Reputation

Brilliant Earth has built a strong reputation in the jewelry industry due to its unwavering commitment to ethical sourcing and sustainable practices. The company's transparent approach to supply chains, together with their philanthropic efforts, has earned them recognition and accolades. Additionally, their positive customer reviews and testimonials reaffirm Brilliant Earth's trustworthiness and dedication to providing exceptional products and services.

Payment Options

Brilliant Earth offers various payment options to accommodate customer preferences. Customers can choose to pay through major credit cards, including Visa, Mastercard, American Express, and Discover. Additionally, the company provides financing options that allow customers to spread their payments over time, subject to credit approval. The availability of multiple payment methods ensures convenience and flexibility for customers.

Loyalty Programs

Currently, Brilliant Earth does not offer a specific loyalty program. However, customers can sign up for the newsletter to receive updates on promotions, new collections, and exclusive events. By staying connected through the newsletter, customers can take advantage of any future loyalty programs or special offers that Brilliant Earth may introduce.

Customer Reviews

Customers consistently praise Brilliant Earth for their exceptional products, outstanding customer service, and commitment to ethical practices. Positive reviews highlight the beauty and quality of the jewelry, emphasizing how Brilliant Earth's values resonate with their own. Reviews often mention the personalized assistance received from the company's experts, ensuring a confident and informed purchase decision.

Community Involvement

Brilliant Earth actively participates in ethical initiatives and community involvement programs. The company proudly supports communities affected by the jewelry industry through partnerships with various nonprofit organizations. They contribute a percentage of their profits towards these causes, ensuring a positive impact on the lives of individuals in mining communities.

Shipping and Costs

Brilliant Earth offers free ground shipping within the United States, providing customers with a convenient and cost-effective option. For customers requiring expedited shipping, additional charges may apply based on the shipping destination and speed. International shipping is also available, with costs varying based on the location. The company ensures secure packaging and provides shipment tracking details to keep customers informed throughout the process. In conclusion, Brilliant Earth excels in providing ethically sourced, high-quality fine jewelry while maintaining a transparent and sustainable approach. From their exceptional customer service to their commitment to environmental and social responsibility, Brilliant Earth stands as a trusted and reputable jewelry retailer. With their diverse selection, seamless user experience, and dedication to making a positive impact on the world, Brilliant Earth offers customers a fulfilling and meaningful jewelry shopping experience.