Brilliant Earth (brilliantearth.com) has a 3.1 out of 5 rating on OK.one, based on 101 user reviews collected here. It is listed under Events & Entertainment and its reputation is mixed. Opinions are polarized: 53% rate it 4 stars or higher while 42% give 1 star; The business has replied to 96% of negative reviews. Last updated 2026-08-10.
I ordered the ring in 2023, proposal January 2024. The stone was loose and rattled in its setting. Sent it back once and it still rattled upon return. Sent it back a second time to reset the stone and it came back still loose in its setting. No offer to fix the issue. They said my warranty period of a year since purchase had expired after 2 failed attempts at fixing the setting. Not impressed with customer service or ring setting quality.
Never buy anything from them. My partner bought me a bracelet for Christmas and 6 months later just broke. They had us send it in to say cant fix it and buy another one. Worse customer service ever, worse resolution ever. Do not buy from them they dont care about their products, the quality let alone the people. I am appalled at being told buy another for a discount when a gold bracelet is not cheap. Go somewhere else for peace of mind and service. I am so happy i did not buy the engagement ring from them
I recently had to send my ring in for repairs, and I can’t praise Kimberly enough for her outstanding support throughout the process. She made everything seamless and alleviated a lot of my anxiety about the timeline for getting my ring back before our wedding. Kimberly’s communication was incredibly quick and responsive, which really put me at ease. Plus, the repair costs were very reasonable. Thank you so much, Kimberly, for your exceptional service!
I'm very happy with my new earrings, they were exactly as described. I appreciate the transparency re ethically sourced diamonds and commitment to sustainable practices. My only complaint is related to shipping and the lack of support from BE in resolving issues related to that. You need to be aware that If you order from Brillian Earth and don't want to be held hostage to FedEx and their unwillingness to actually stand by their delivery date and time, be sure to have your item delivered to a location for pick up.
Hi Lynn, we appreciate you taking the time to share your experience. We can confirm your order was delivered on the estimated delivery date, however we understand that FedEx's delivery window can be an added inconvenience. Our team reached out to you directly to learn more about your experience and discuss how we can help. We look forward to speaking with you
Extremely disappointing experience with Brilliant Earth San Francisco. On June 10, my husband and I visited the San Francisco showroom and selected an engagement ring with a 1.5-carat round center diamond, with a total price of aprox. $4,000. The next day, we requested only one change: increasing the round center diamond from 1.5 to 2 carats. My husband was charged that day for approximately $2,000 (We never requested a different diamond shape or different ring) After a month of waiting, we were told that an emerald-cut ring valued at more than $12,000 had arrived for us. That was not the ring we selected, requested, or authorized. We immediately told them that this was not our ring. After that, they stopped contacting us. They did not provide a solution, issue a refund, explain what happened to the approximately $2,000 already charged to my husband’s card, or give us any reliable information about our actual order. Because no one was responding or giving us updates, I had to schedule another appointment and contact the company myself. After we explained the situation again, we were told to wait another three weeks. They later contacted my husband asking for additional payment, but we still have no ring, no refund, no reliable completion date, and no proactive communication. Every time we contact them, we are simply told to wait another three weeks. An engagement ring should be part of a joyful and meaningful experience. Instead, this process has been stressful, confusing, and extremely disappointing. It’s going to be 3 months after the original order and payment, and we are still waiting. Based on our experience, I cannot recommend Brilliant Earth, especially to anyone who needs their ring by a specific date and expect a pleasant, trustworthy experience during such an important and meaningful moment in their lives. The attached photos and email correspondence document the timeline and support everything described in this review.
Hi Taty, we appreciate you choosing Brilliant Earth for such a special purchase and we sincerely apologize for the experience you've described regarding your order. We understand how important it is for every step of this process to go smoothly, especially for such a meaningful occasion, and we're sorry the experience has fallen short of what you deserved. We're glad we had the opportunity to speak with you and we truly appreciate your patience as we work together to make things right. Please don't hesitate to reach out if you have any additional questions or concerns — we're always here to help!
Sent me the wrong diamond. WHY ?!? In order to get an alternative diamond from them, they insisted on me removing my negative feedback online. I ordered a diamond from another retailer instead.
Hi Billy, we appreciate you choosing Brilliant Earth for such a special purchase and we apologize for the experience you've described regarding your order. Our team has reached out and we hope to connect with you soon.
I expected far more from a company that markets itself as a luxury jeweler. Unfortunately, my experience with Brilliant Earth has been extremely disappointing, both in the quality of the jewelry and the customer service. I purchased the Luxe Petal engagement ring, and the problems began almost immediately. Within the first three months, I returned the ring to Brilliant Earth to have it resized. By the time I sent it back, the finish on the white gold had already visibly worn off. A supposedly high-quality engagement ring should not show that level of wear after only a few months. Less than three months later, the center stone and its setting snapped completely off the ring while I was simply putting my hand into my pocket. This was not the result of an impact, accident, or unusual activity. It failed during an ordinary, everyday movement. An engagement ring should be designed to withstand normal wear, and this kind of structural failure raises serious concerns about the quality and craftsmanship of the ring. The customer service experience has been just as unacceptable. I received an email stating that Brilliant Earth was ready to discuss my repair options, yet I was unable to speak with anyone about those options for nearly two weeks. When I finally called to address the ring’s repeated quality issues and the delays, I still could not reach anyone who had the authority or ability to provide meaningful assistance. For a company charging premium prices, Brilliant Earth has provided neither a premium product nor premium service. I have experienced visibly worn white gold within three months, a catastrophic failure of the center-stone setting less than three months later, prolonged communication delays, and a customer service system that makes it nearly impossible to reach anyone capable of resolving the problem. An engagement ring is supposed to be worn and trusted for a lifetime. Mine could not withstand six months of ordinary use. Based on my experience, I cannot recommend Brilliant Earth to anyone who expects durable jewelry or responsive support when something goes wrong.
Hi Michelle, we appreciate you choosing Brilliant Earth for such a special purchase and we apologize for the experience you've described regarding your repair needs. We're glad we had the opportunity to speak with you and we truly appreciate your patience as we work together to turn things around. Please don't hesitate to reach out if you have any additional questions or concerns — we're always here to help!
Abiy had amazing costumer service! He was very informative, friendly and honest with information about all the amazing products in store. They are very patient and accommodate your needs at the appointment.
Thank you for sharing this wonderful feedback about Abiy! We are so glad to hear you felt informed and well taken care of throughout your appointment, and that our team took the time to accommodate your needs. We appreciate you taking the time to write this review
Absolutely painful to deal with. I bought my wife a ring and it was lost in shipping. It was MIA for 3 weeks and it was largely up to me to try to contact them repeatedly to get any sort of updates, information. They fail to return calls, or provide meaningful updates. It mysteriously showed up after 3 weeks but I was still getting calls from them regarding a replacement. To this day my order doesn't show as delivered on their website. The icing on the cake, the event it was for was missed, and only when I asked did they even offer to do something to make it right in the form of a gift pendant. It has been several weeks and that has yet to arrive. Absolutely terrible to deal with. I do not recommend at all!
Hi Jason, we appreciate you taking the time to share your experience and we're sorry to hear the shipping process fell short of your expectations. We're glad we had the opportunity to speak with you and are pleased to confirm your order was delivered. We truly appreciate your patience throughout and please don't hesitate to reach out if you have any additional questions or concerns — we're always here to help!
Horrendous! Avoid at all costs. Placed order and was told it would arrive Monday. FedEx made up some nonsense about the address being incorrect and didn’t deliver, after waiting a day at home. Brilliant Earth then refused to contact FedEx to resolve the issue saying the item would need to be returned to the US (I’m in the UK) then sent out again (!!). Following day, an empty box arrived. Brilliant Earth promised a replacement would be sent within 24-48 hrs and still, three days later, this hasn’t happened.
Hi Rhianna, we appreciate you taking the time to share your experience and we're sorry to hear your order did not arrive as expected. We're glad we had the opportunity to speak with you and want to assure you that we have filed a claim with FedEx on your behalf and are actively working to reach a resolution. We truly appreciate your patience in the meantime and please don't hesitate to reach out if you have any additional questions or concerns — we're always here to help.
a complete and utter disaster of a company. have had numerous bad experiences with them. the most recent of which is wrecking the ring while getting it re-sized and it taking for 5x longer than was expected at the beginning to get it back to us. they will not get anyone on the line that can give you any information and they say they will have someone call you back and it never happens. save yourself this enormous headache and avoid this company like the plague.
We appreciate you choosing Brilliant Earth for such a special purchase and we sincerely apologize for the experience you've described regarding your resize. We understand how frustrating it is when the process doesn't go as expected, and we're sorry we fell short of the standard you deserved. Our team has reached out and we hope to connect with you soon.
I ordered a bracelet from this company. I asked for a certain size and they said if its too big they can readjust. That is where things went awry to the max. It took months to just resize the bracelet due to awfully coordinated staff and it was intended to be a gift that had a hard deadline they promised to meet but didnt. WELL THEY LOST THE FEDEX RETURN PACKAGE! Or Fedex workers stole it. Fine so replace it then.. They had to replace the entire bracelet which took an entire month but it was supposed to be stocked and take a few days. Obviously not! After multiple escalations they finally fixed the issue and got it out. What is wild is that we live a few blocks from the factory distribution.
Hi King, we appreciate you choosing Brilliant Earth for such a special purchase and we apologize for the experience you've described regarding your bracelet. Our team was hoping to reach out to you to learn more about your experience, but we are having trouble finding you in our system. Can you please message us at [email protected] with the best contact information to reach you?
Update: Their canned response to negative reviews doesn’t take into account that I already reached out and they simply reiterated policy. They offered no options. Their exchange policy counts down is from the date it is delivered to the store rather than the date it is picked up. They are not flexible on this at all. They are very evasive on not explicitly telling you that. There was one time that I asked when the exchange period expired and the customer service rep told me the expiration of the resize time period instead purposefully avoiding the question. This was overall a bad customer experience and I will not be ordering my wedding rings from here.
Hi Michael, thank you for taking the time to share your feedback. We appreciate you speaking with our team and the opportunity to discuss your concerns. We understand how important it is to feel fully confident in such a meaningful purchase and we're sorry the experience didn't meet your expectations. Please don't hesitate to reach out if you have any further questions — we're always here to help.
I was looking to place an order for a ring for our 20th wedding anniversary and knew that I was cutting it close. The estimated date was past the anniversary date, but they clearly state on the site that you can chat with an agent to try to expedite it. I did just this, and the agent informed me that he could not help until I placed the order. I placed the order, and only then did the next agent inform me that the ring would never arrive in time. Why could the first agent not tell me this? Because he wanted me to place an order and have it charged to my credit card. I tried another agent, and they informed me to continue to check during the day to see when the order was far enough along to be able to request it to be expedited, "a few hours". I tried two more times, and it was not far enough along. Finally, a fourth agent informed me that it can take up to 48 hours before they can submit an expedited request, and even if approved, it only bumps delivery by a day and costs $165!! The ring and the date were known to the first, second, and third agents, and, given the details I learned later, it would have been clear that it would not arrive in time. But they manipulated me to place the order. Shady Update: Brilliant Earth was very quick to call me directly after I posted this review. I was impressed that they initially took the time to reach out and put a team member on it to attempt to remedy the situation (although the individual had not made a very thorough effort to understand the situation, so I had to spend time explaining it yet again). Four days later, I did get a callback from him, and the remedy was no different from the situation I was already in... nothing was handled differently, other than me having to waste more of my time talking about the problem to another Brilliant Earth team member. Once I realized they were unable to remedy anything, I informed them that the one-star rating would remain here. At that moment, he was done with me; obviously, they did not really care about providing better service and only cared about the one-star review. Less impressed than I was before they reached out directly.
Hi Chris, thank you for the updated feedback. We're glad our team was able to connect with you directly and waive the expedite fee. We understand the timing didn't work out as you'd hoped for your anniversary, and we're sorry for any confusion in the information you received along the way. We wish you and your partner a wonderful 20th anniversary.
Good quality of jewellery with affordable range Wading accessories is absolutely good and nice
Thank you so much for the kind words and for taking the time to leave a review! We're thrilled you're enjoying your pieces and we hope to welcome you back again soon!
Possibly the worst experience I’ve ever had. Called August 23rd. Triple confirmed that if I ordered what I wanted that they would be able to deliver the gift before Mother’s Day. I was told repeatedly that it would. 2 days after the took my money I got an email saying they were waiting for the balance to be paid in full before they could start my order. I called back and confirmed that I had already paid in full. They said they would fix their issue and get back to me. 2 more days passed, no call, no emails. I call again and ask why hasn’t my order commenced. They told me it was an internal issue and that they would call me in 24-48 hours to confirm it was fixed. I then repeated calling them every 48 hours for 8 days without a call back or response. My parcel arrived 6 days after Mother’s Day. They never once called me, never told me what was going on. Possibly the worst experience I’ve ever had. Avoid these clowns like the plague
Hi Charles, thank you for taking the time to share your feedback. We sincerely apologize for the delays you experienced with your order and understand how frustrating the lack of communication must have been, especially given the importance of receiving your gift in time for the occasion. We're glad we had the opportunity to speak with you and confirm your order was received. Please don't hesitate to reach out if there is anything else we can do to help.
You're better off working with a smaller jeweler unless you want corporate policy to trump real life situations. You'd think after spending thousands of dollars they'd want you to be happy with your purchase. Turns out they actually don't care once they've gotten their money.
Hi Megan, we appreciate you taking the time to share your feedback and we're sorry to hear your experience didn't reflect the level of care we strive to provide. Our team reached out to you directly to learn more about your experience and discuss how we can make this right. We look forward to speaking with you.
My fiancé bought a a ring through Brilliant Earth and he held onto it for a few months to propose. After the proposal, I noticed that the prongs were all messed up, one of which wasn't even touching the diamond, another was severely off center, and within the first 2 weeks of wear, one of the smaller diamonds fell out. We reached out to BE and they told us that we could send it in, but it was not guaranteed that they would fix it for free, since it was past the 30 day window. I was confused, considering the "lifetime warranty" that was posted all over their site, and raised this. I was told that we would get a 50% refund and "store-credit" if we sent it back in and wanted a refund, but, ultimately, we had to send it back in for them to determine if they will fix it for free. I took my ring to a different jeweler in my town and they told me that the structure of the ring was in shambles and that while they could repair it, that it would just be a bandaid and that more diamonds would fall off, and most likely the ring will break again down the line. This defeats the purpose of an engagement ring, which is supposed to last forever. When I reached out to BE to let them know this, we were told that it was too bad so sad, that they can only offer 50% credit on their site, or we could send it in without promise that they would repair it for free. The ring was sent to us completely broken, thus violating the "lifetime warranty" we were guaranteed since it didn't even make it 2 weeks post wear without losing a stone. When talking with the service agent, he stated he didn't have any power to do anything, just give us a 50% store credit. I will NOT be shopping with Brilliant Earth again, and will deter all my friends and family from doing so, too. We are now out 4k and will be seeing what other forms of action we can take. DO NOT BUY from Brilliant Earth!! If your ring is faulty or breaks, they will not uphold their end of the bargain to fix it! Edit as of 6/12: Brilliant Earth reached out to us and is reforging the ring for free! I am amending my review to 3 stars until we get the ring back. Edit from 7/9: I got my engagement ring back and it is as beautiful as ever! I have had it two weeks and no diamonds have fallen off, nor has it gotten caught on any and everything! I truly love it, and thank you for the quick repair and response.
Hi Perry, we appreciate you choosing Brilliant Earth for such a special purchase and we apologize for the experience you've described regarding your repair needs. We're glad we had the opportunity to speak with you and we truly appreciate your patience as we work together to turn things around. Please don't hesitate to reach out if you have any additional questions or concerns — we're always here to help!
I have deleted a rather scathing review of the 2ctw diamond studs bought from Brilliant Earth. I bent and broke the post when attempting to put the earring on, because the backs are not screw on..after taking them to a local jeweler I discovered they, are designed with a back that pinches open then slides over notches on the post. It’s no wonder my forcing it caused the bottom section of the post to break off. 18k gold is a soft metal. After deleting, a BRILLIANT EARTH representative actually called me…which says a lot about the integrity of this company… So….the earrings are absolutely stunning..I’ve rewritten this review, they did not ask me to, because I’m very pleased with the earrings…and really mad at myself for breaking it..
Thank you so much for taking the time to share this — it truly means a great deal to us. We're so glad our team was able to connect with you and that the earrings are everything you hoped for. That kind of integrity and care for our customers is something we hold close, and your generous words are a wonderful reminder of why it matters. Enjoy every moment wearing them!
My engagement ring had one of the gems pop out in under a year right before our wedding. I had to call them 10 times. Speak to 6 different people. I was hung up on TWICE. All for them to tell me there was nothing they could do about it and sent me my ring back. NOTHING YOU COULD DO? How? It’s in the warranty? How do you lose a customer for life? How is your settings and craftsmanship so poor? This was an expensive ring I should’ve went to a local jeweler.
Hi Kirsten, we appreciate you choosing Brilliant Earth for such a special purchase and we apologize for the experience you've described regarding your repair needs. We're glad we had the opportunity to speak with you and provide a resolution to make things right. Please don't hesitate to reach out if you have any additional questions or concerns — we're always here to help!
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