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June 2024 by K R
Brilliant Earth has the worst customer service on earth. We spent a LOT of money on our engagement and wedding rings here and they are a nightmare when it comes to maintenance.Worst off, I encountered a racial micro aggression last time I came to this location to have my ring cleaned.Ethical jewelry is extremely important to me and I do love the piece I bought here. But Brilliant Earth leaves a lot to be desired in every other aspect of its business practices.
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June 2024 by Peter Bradshaw
After 2 months of wear, my fiancee's engagement ring bent into an oval as she was carrying an Amazon package that weighed less than one pound. We then took the ring to Brilliant Earth in Palo Alto, and their representative laughed in her face, explaining that the ring was poorly made. This was a custom order, and apparently the custom team designed a ring to hold a diamond under 2 karats, and her diamond is over 2 karats. Brilliant Earth would have known this, since we purchased the diamond from them, and it was in their possession when they were building the custom mold. We sent it in to Brilliant Earth to repair, and when they sent it back to us, they stated that the ring was still in such poor condition that it should only be worn for very special ocassions, and should be kept in the box for the majority of the time. Just imagine telling that to a newly engaged girl. Post "repair", there were still glaring issues with the ring.The diamond setting is tiltedOne prong has been etched too deep and is compromisedThe pavè diamonds are still looseThe welding was poorly done and is bubbledWhen explaining all of this to Brilliant Earth, they just treated us as if they were just trying to make another sale. They wanted to charge us thousands of dollars for a full re-build of a ring that was improperly built the first time. The only person that showed us any empathy was the girl in the showroom at the San Francisco location, who was extremely kind and wanted to help, but unfortunately could not due to the poor structure of the company from the top down.The diamond itself is great, but do not let them build your ring. Their customs team does not know how to properly build a ring, and their customer service team, will not be willing to help if you do decide to have your ring built by them
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June 2024 by Jordan Horita
No end of issues. One of the most important purchases you'll make in your life and they could care less. Ring has lost 11 accent diamonds over the years and customer service is terrible and will randomly stop responding to you. Have sent it back for repairs twice specifically telling them that the prongs need to be fortified and after both repairs we lost diamonds again after just a few weeks. My wife is very careful with it and almost never wears it now because of all the issues. Customer service is manipulative and tries to strong arm you into cancelling your reviews on the promise of helping but then don't follow through. Warranty specifically doesn't cover missing stones because they know that that is the main issue.
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May 2024 by James Massucco
My first foray into engagement ring shopping was such a pleasure at Brilliant Earth! The atmosphere there is simple and modern and our associate Grace made it feel casual and fun, and taught us so much! She was extremely helpful in helping us narrow down the type of ring and stone we’re looking for, and she also helped us identify some stones from other locations we’d like to see and is having them sent in for a follow-up! If you’re looking to start shopping for a new engagement ring and aren’t sure where to begin, schedule an appointment with Brilliant Earth and they’ll get you sorted!
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May 2024 by J Tan
Brilliant Earth has beautiful array of classic styles of wedding bands and engagement rings. We really appreciated the help of our jewelry consultant Elisa Silva who was very kind, sweet and patient with showing us various styles of rings to see if it suited our style and vision for our wedding bands. Highly reccomend Brilliant Earth and we enjoyed the appointment style shopping since it allowed us to take our time to make this big purchase!
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May 2024 by Ryan S
Elisa Silva helped me out to find the perfect ring. She was kind, patient, and I could tell she genuinely wanted me to be happy with my purchase.
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May 2024 by Erik Lopez
My partner and I had a great experience thanks to the representative Grace that assisted us. We were extremely nervous at first since this was our first time looking at engagement rings and were definitely feeling out of our comfort zone, but she definitely made us feel welcomed. We had a special connection with her since we bonded over similar interest which made the experience even more memorable. We ended up purchasing a ring and are looking forward to seeing it in use! 10/10 service!
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May 2024 by Dannette Peltier
My husband I were looking for a piece of jewelry to celebrate our upcoming 50th anniversary. We found just the thing with the help of Jane Nguyen. The range of selections and prices were impressive. The San Francisco showroom is quite pleasant, but is not on Grant Avenue, which is the listed address. Their return, and resize policies are quite surprising. It is well worth the search to find and you will be pleased with your experience.
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May 2024 by Tanner Hauck
My partner and I visited Brilliant Earth two months back after positive recommendations from family and friends. Our first appointment went great, kind customer service and a decent overview of our options and the ring buying process.However, when we scheduled our follow-up appointment we were assured we would work with the same associate and start where we left off.We arrived at our second appointment and were passed off to a different associate with no advanced notice. The "new" associate was not prepared, did not conduct themselves professionally, and rushed us through the appointment. It left a sour taste in our mouth and was clear we were not deemed "their target customer."We ended up going to Frank Darling where we had a consistently great experience, got more detailed explanations, were met with more patience, and ultimately had more customization options. Ended up spending more than we would have at Brilliant Earth and got a larger diamond, more customized setting, and overall more pleasant experience.For those willing to pay higher diamond markups, receive less customization options, and ask less questions, Brilliant Earth is probably a viable option.
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April 2024 by Susana Baltazar
They won’t allow you inside unless you have an appointment.
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April 2024 by Nick R.
THIS COMPANY IS A SCAM. I made the most important purchase of my life from BE - an emerald center stone engagement ring. When I first received the order, it seemed a bit off. But my fiancé liked it and we were happy enough. A few months later and my fiancé looks down at her ring and the center stone is gone. I searched on my hands and knees for hours but never found it. Of course when I told BE and sent it to them for inspection, they blamed ME and took zero responsibility. Do yourself a favor and pay a few extra bucks for quality. Brilliant Earth is the dollar general of jewelry stores. They sell an inferior product and do not care about the experience of their customers.
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March 2024 by Edward D.
Our experience with Brilliant Earth was truly exceptional. We chose them for our engagement and wedding rings, as well as other wedding jewelry, and we couldn't be happier with our decision. Their commitment to sustainability and ethical sourcing deeply resonated with us, and the quality and designs of their pieces were absolutely beautiful. We were particularly impressed by their fast shipping and easy return process. We had purchased a pair of hoop earrings, and because of the way my wife's ears were pierced the hoops didn't sit well. We decided to return them and go for a pendant style instead. The no questions return policy and prepaid shipping labels made the return super easy and convenient. We ordered the new earrings a week before our wedding and they arrived within a few days with plenty of time before our wedding day. One thing we would note for new customers is that the jewelry does seem slightly smaller in person than online, this didn't diminish our satisfaction. Overall, we are thrilled with our experience and would gladly shop with Brilliant Earth again for all our future jewelry needs.
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March 2024 by Breann V.
Absolutely do not purchase a ring from brilliant earth. Less than 2 months before my wedding and the day before my bridal shower, my center stone fell out FOR THE SECOND TIME. It happened once when I have had the ring for less than a year. BE repaired it, then it fell out again in less than 6 months. Now I refuse to return and will not have my engagement ring on my wedding day.
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March 2024 by Tymia W.
I wish I could give 0 stars!! Don't buy from them!! My engagement ring has lost an accent ring twice now in less than a year. They fixed it the first time but obviously not well. Now they won't fix it again because I've attached my wedding band to it (it's not their wedding band) and they said they won't touch it. I'm so pissed off! And no one ever told my husband, when he purchased it, that they won't fix it once it's soldered.
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March 2024 by Vivian Z.
I'm very confused why this happened. My fiancée bought a ring from here including a 3 year insurance that includes resizing, damages, etc. I sent my ring back in to be resized and made it clear that we had the insurance and the resizing should be free. When I got the ring back we were charged $165. I called to clarify that we weren't supposed to be charged and they put me on hold for 30 minutes just to tell me this is not a common problem they have and they don't have processes in place to deal with this situation so I need to call back in 2 days because they don't have a process in place to call me back. ?!????????? This company has been around for 20 years and it's not common for customers to resize their rings with insurance?? And they won't even call you back personally for an update. Literally a completely disappointment and waste of time.
