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March 2024 by Hunter Mackman
Grace Davis provided some of the best customer service I've experienced in the last 5 years in any industry. Her attention to detail, quick response times and knowledge provided were huge reasons in why I ended up buying from Brilliant Earth as a whole. Recommend working with her hands down.There are some confusing parts about the process though: multiple different sales reps throughout the process (and not always at the same location, I live in DC), you only ever get directed to their call center rather than location specific.
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March 2024 by Jack Reidy
I had a great experience from scheduling to pickup for my engagement ring purchase; I went into it stressed and worried, but I ended up with a great outcome and had fun with the process! I started by screwing up my scheduling and picking the wrong day; the staff were helpful in squeezing me in even though I'd messed up (shoutout to the guy at the front desk whose name I unfortunately didn't catch). I met with Grace who was very helpful in explaining things to me because I had never been to a jewelers before. I provided Grace with pictures of rings my then-girlfriend (now fiancé!), and she helped me narrow down what stones and settings were best. She did a fantastic job of both guiding me and giving expert opinion without it feeling like I was being pressured in any particular direction. When I was talking about price, she was quick to point out that tax is non-negligible for purchases like this, and explained the warranty as well. Long story short, the ring is beautiful: my fiancé loves it, and friends and family have been complimenting it right and left. Just a fantastic experience all around.
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March 2024 by p c
I have a wedding band that doesn’t fit and I can’t return because 3 different associates were unknowledgeable about what rings can be resized and what rings cannot. My husband purchased an engagement ring and wedding band at the same time. He asked if the rings could be resized because I have small fingers. They told him as long as it’s not a significant resize should be fine.I came in to resize both engagement and wedding. 2 associates helped my decide to size down .5. They did not tell me they would not be able to resize my ring.Now I have a wedding band that doesn’t fit and I have lost all trust that anyone from Brillant Earth knows what they’re doing nor is accountable for their employees mistakesIf you want a ring from here at least this location do your own research and do not trust what the associates tell you about resizing. They are very lacking in product/service knowledgeable and when I brought this up when I picked up my ring another associate told me he wouldn’t have paired my engagement ring with my wedding band.I was not compensated or offered anything due to their lack of knowledge from 3 different employees. So I’m off to a real jeweler to see if in fact I can resize my wedding band.Maybe the company should focus on better onboarding procedures for their employees instead of opening up new stores if the new store will have uninformed employees selling their products/services as well.
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March 2024 by Sara Little
I wish my experience at Brilliant Earth had been as positive as the many other reviewers’. I walked in with high hopes, and unfortunately I walked out with a bad taste in my mouth.I visited on Labor Day weekend with a pretty clear idea of what I was looking for. I had 2 specific questions that didn’t require them to ship in inventory for me to look at. I was ready to buy.The gentleman I spoke with smirked when I shared the occasion for my jewelry shopping (a treat to myself for my birthday) and dodged my questions. He kept directing me to make an appointment (though there were no other customers in the store). It felt like he just wanted me to leave, or didn’t believe in my intent to buy. It was like that scene in Pretty Woman where she's snubbed by the store's staff.I found an independent jeweler who was warm, welcoming and helpful — and significantly lower in price than Brilliant Earth would have been.I can’t say why exactly I was treated so coldly, but I won’t be going back to any Brilliant Earth stores.
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January 2024 by Diego Montes
My fiancé and I had such an amazing experience picking out our wedding rings. We would like to thank Aleesha for making this experience so memorable. She was really great at helping us pick out different styles to try on and finding the one we love! We are so excited to wear them as husband and wife!
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January 2024 by Jacob R
Pretty sub-par experience but good quality rings, just go in with eyes wide open on the customer service.Needed to resize my wedding band within a few weeks of it being delivered and they send back an entirely different ring (twice). Luckily I started the resizing process 4 months before my wedding, but between the long resolution times, 2-3 week shipping times to/from New York, and another incorrect ring being presented to me, I only got my current ring ~2 weeks before my wedding. Appreciate Brilliant Earth adding more stress to an already stressful time ?Most frustrating part was I couldn’t speak to the person making the decision — associates at the store took endless notes for someone at corporate to read, and then corporate rejects the situation because the notes didn’t make sense. Just be ready to be underwhelmed by the service, then your experience will meet expectations.
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December 2023 by Nischelle Orfield
Extremely disappointed with how I was treated. Staff were rude, I was scoffed at and felt disrespected, do not come here. I repeat, do not come here. I had come in hopes of cleaning my rings and also purchasing a new piece even with an appointment made in advance. Staff was dismissive, treated my jewelry with disdain and carelessness when I politely asked to have my rings cleaned prior to my appointment. They set them roughly on the table, barely paying attention to my jewelry or even cared. I was alerted that pieces I hoped in purchasing were not available in store, which is fine. I also felt like a burden, being told “I mean I guess I can help you,” when I asked to see other pierces, but showed zero interest.Staff cared more about the other couples who were purchasing engagement or wedding bands. I again, do not recommend coming to this store, or spending money here, please take your business somewhere else.
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December 2023 by Thomas B
So many empty promises.I first visited Brilliant Earth about 6 months before I planned to propose. I had a nice appointment. The associate (Associate A) suggested I reach out to her later to finalize the ring. I emailed Associate A about a month before I proposed and never heard back. (I believe Associate A still works their because their name keep appearing in reviews.)I placed the order myself online using the band Associate A originally suggested for a temporary setting. (I wanted to pick out the diamond to surprise my fiance but let her pick out the final band.) Brilliant earth delivered the wrong size.I propose; my fiance is excited; everything is good. It is a 60 day window for resetting the temporary setting, so we make an appointment together to view bands (and get her proper size) about 40 days after I picked up the ring. Associate B is nice and chatty. My fiance falls in love with a band, so Associate B takes the first ring back for the diamond to be reset. Associate B tells us it will be 2-3 weeks, safely before we fly out to my soon-to-be in-laws. After 2 weeks I get an email asking me to call to process the payment. (1) I assumed everything was processed in store. (2) They mischaracterized the resetting as a return and are trying to overcharge me $200.I call and explain the situation. The phone operator (Associate C) takes a few minutes to realize Briliant Earth's mistake, and then she tells me they have a team working to fix the quote. (Also they dropped my call after 15 minutes on hold, so that was pleasant.) Not only that, they have not started working on the ring. The eta is now 4 days after we depart for my future in-laws. It takes them 24 hours to fix the quote, and Associate C assures me she will follow up to get the ring on time.They process the payment, and I wait. I try to use their unhelpful online tracking system, and the eta gets pushed back 6 days instead of up 4. The ring does not arrive on time. We go; we come back. Over 5 weeks after we handed the ring in, we get the new one.TL;DR. Brilliant Earth has friendly associates who make empty promises to sell rings. The company is structured horribly, and the customer is hurt from it. We are definitely not getting wedding bands here, and I have already told friends to not use this jeweler. The only reason they are getting 2 stars is because my fiance likes the ring.
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December 2023 by Kimberly H.
DO NOT BUY. Within a few hours of wearing my brilliant earth Versailles engagement ring, one of the side diamonds had already fallen out. All I did was go out to dinner. Another one fell out 2 weeks later. I had not damaged the ring in ANY way. I have a desk job. After sending for repair and waiting weeks to get it back, hoping they had made the ring stronger this time, the same exact stone just came out AGAIN while I was doing laundry. Avoid all BE rings at all costs if you want to actually wear it without losing stones on a weekly basis. This is a very common problem with their rings, if you do a google search you will find out. Customer service was terrible from day one as well. My fiancé and I were moving internationally and were promised to get the ring by a certain date, had even paid extra for rush delivery. That did not happen and we were not refunded either. I had to follow up with them every single day in the two weeks prior to delivery and not a single person followed through with what they promised. I spent HOURS on the phone with them and that was the only reason I was lucky enough to get the ring the day prior to leaving the country.Their rings look beautiful and are very affordable, and I hoped that people were just exaggerating in other negative reviews, but this is not the case. It's not worth the money. This is the first negative review I've posted and there is a good reason for it.
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November 2023 by Angela Yu
Very late review! I am so sorry! Making an appointment online was super easy and there is plenty of parking in this area. The appointment was for an engagement ring with my now fiance (I SAID YES). When I walked in, I felt very welcomed. They offered chocolate or water which was nice! Jioni explained everything to me, since I knew nothing about rings and diamonds. She explained the 3 Cs and high vs low profiles and took me straight into ring designs I liked. This place has so many options which I loved. They don't have all the designs in store versus online so that's important to note. I'm an indecisive person so thank you Jioni for helping me out!Picked up my ring and it was exactly what I wanted.
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November 2023 by Monika Mitchell
DO NOT RECOMMEND!My husband bought my engagement ring here. It's a round diamond with a claw prong setting in white gold. On first glance, it looked very pretty, but the white gold tarnished within 1 month and the ring became "golden" color. I have other rings from very reputable jewelers that I wear as often as my engagement ring and they don't tarnish like that at all. I don't know what kind of cheap, used gold they use, but it becomes a huge expense to replate the ring every couple of months.Finally, in an attempt to rectify the problem, we've decided to reset the diamond in a platinum ring instead. The "new" platinum ring I was presented with looks nothing like the original one, it looks awful, the setting is way to big for the diamond and the whole thing looks cheap. After 2 tries to get the diamond set correctly, it's still wrong and I've been without a ring for a couple of months now. The issue is still not resolved and I have strong doubts that it will be.Brilliant Earth ruined my ring and the memory of my engagement, because they are not capable to set the diamond properly as in the initial ring. For a company that deals with important occasions like engagements and weddings, they don't seem to care or understand how important this is for a bride.I would attach pictures, but I still don't have my ring back....
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November 2023 by Jake Trueb
My girlfriend and I went in looking to get an in-person look at engagement rings after doing a lot of research online. Simran was so helpful and knowledgeable. My girlfriend spotted a setting she loved and Simran helped us find the perfect diamond for us. Throughout our interaction, there was no pressure, just knowledgeable guidance. We decided on the ring right then and there. Simran made what I thought would be a difficult process into an enjoyable and comfortable one.
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October 2023 by Nancy Katz
Terrible service. Walked in without an appointment into a store empty of any other customers and could barely get the salesperson to help us. Went to Tiffany instead and they could not have been more welcoming or helpful. Gleim also very helpful and with beautiful things. Many options just a few doors away from this place where you can get beautiful jewelry with excellent customer service.
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October 2023 by Victor M.
Thanks Jioni for the amazing customer service today! Truly had an amazing service experience at this location. I'm used to the pushy attitude that comes along with jewlery shopping sometimes, but was so glad not to experience that here!! Jioni was so sweet and helpful, giving me suggestions and helped me find a piece I loved. Will definitely be purchasing from here. The quality and pricing of their jewlery also looks great. I love the attention to detail and the addition of diamonds on the clasp of the tennis bracelet, many have a cheap looking clasp but not this one.
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September 2023 by Ishwa Muzaffery
Simran made my experience worth it! My bf and sister visited brilliant earth and with the help of Simran and her expertise they picked out a gorgeous engagement ring for me. Unfortunately the sizing was a little off and I wanted to change the setting as it was a little too high and would not work for day to day wear. Simran helped me fix this order and was so patient and understanding with all of my concerns. She made it all about me and helped me feel comfortable voicing my opinions on the different styles (I’m very picky lol). She spent as much time with me as I needed and was full of information about each style. Overall a 10/10 experience because of her, if you’re planning on buying from brilliant earth definitely hit her up! Thank you Simran ?
