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February 2024 by Madeline M.
Super disappointed. My fiancé and I are looking for wedding rings and our top picks were both at Brilliant Earth. We joined the waitlist for an appointment. I missed a call from them about some new availability and called back as soon as I could. The agent, Francisco, who answered the phone was so rude and disrespectful that I don't know if I want to give my money to this company. He questioned why I was calling, why didn't I call sooner, what did I think he was going to do about it, etc. It was clear he was working at a call center so I asked if he could transfer me to the Denver location so I could touch base with the woman who called me. But he refused. All I did was call back after receiving a voicemail and was treated like I was a fool for even bothering to call back. I'm not someone who usually reviews places. But this was just such a bad experience with their customer service I had to. Hopefully they treat people better in store. Not sure I'll be doing business with them after this though.
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February 2024 by Hannah B.
Do NOT shop here. It's been an absolute nightmare from the start. Within a couple weeks, I had two diamonds fall out. I don't wear my ring to sleep, shower, wash hands/dishes, etc. They should not be falling out so soon. We sent it in to get fixed and sized. They quoted us 2-3 weeks. We told them we HAD to have it back by a certain date 6 weeks in the future. They said absolutely no problem. We were told after 3 weeks it was done... then it wasn't. Then it was delayed... and delayed... and again. They have now had the ring for over six weeks. They've had it as long as I had it in my possession. They made us miss our engagement photos. We incurred $350 in cancellation fees and they shrugged. They didn't offer anything at all to appease the situation. They could not have cared less. Good luck getting ahold of any manager either.
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October 2023 by Olivia Q.
My husband and I came in for sizing/issues with my rings. We were helped by Rachel who is from the San Diego location, but currently at the Cherry Creek location to help with training. The customer service that Rachel provided to us easily reminded us of why we chose Brilliant Earth for our rings. She made the process very smooth and easy for us. She was very knowledgeable and brought a huge sense of relief to us. Thank you Rachel for taking care of us, and for making us feel like valued customers.
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October 2023 by Scot Zoellick
I do not recommend using Brilliant Earth for any repairs or insurance claims. The communication from the company as whole has been incredibly disappointing. We purchased an engagement ring through them and due to an unfortunate incident cracked the diamond 9 years later, we thought going back to them was good idea for the insurance claim but that is not the case. We contacted them in the middle Aug and still waiting on them ( currently Oct 6) to provide a satisfactory replacement solution/diamond. The communication on status and next steps is subpar and we are always chasing them for updates. If you have a claim, find somewhere else.
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October 2023 by Anna Motes
I was initially very impressed with the numerous options and beautiful rings on their website, but was disappointed with the overall quality of service. Prior to my appointment, I had listed out every ring I was interested in trying on. However, after driving over an hour, the attendant was ill prepared and did not have a clue which rings I had expressed interest in and had none of them laid out or ready to go. I felt rushed during the whole appointment and his overall knowledge of the diamonds and rings was lacking. I decided to go with Wove- I am so glad I did!
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September 2023 by Justin Gangwish
My wife found a wedding band she absolutely loved at Brilliant Earth and we could not have been more excited to find such a beautiful ring from an environmentally conscious jeweler. Unfortunately we decided to purchase their three year warranty. With this they inspect the ring every six months and clean every year. After the first year they told us we only needed to do the 6 month checkup if we were worried. So we brought it in after a year and were told that they "wanted to void the warranty since we did not bring it in for the 6 month check up AFTER THEY SAID WE DID NOT NEED TO. Then at each checkup they mentioned that the ring was "not being taken care of" and threatened to void the warranty. Finally after being judged with every visit the warranty finally expired and we chose not to renew as we had checked with a local jeweler who said that the wear and tear was mild at best. However less THAN ONE MONTH after the final cleaning and touch up some of the smaller diamonds loosened and fell out of the setting. Is it a coincidence, I will leave that to your discretion. Regardless I will never buy jewelry from them again unless I feel like being treated poorly and judged. My recommendation is find a jeweler who actually cares about their customers and definitely do not use them for maintenance.
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September 2023 by Sarah
Quite possibly one of the most disappointing experiences. Would 0/10 recommend going here to shop for engagement rings. Online they show all these different rings with different stones. Once you enter the showcase room there are about 10 rings to look at and all the gemstones are lose stones that you have to "imagine" what they look like on your finger.. the whole point of an appointment is to try them on and see what they look like.Additionally, the customer service was horrible. Was on time for my appointment and had to wait 12 minutes in the waiting room to only find out I was the only one in the store. Once at the appointment, I was expressing what I was looking for to then be told that wasn't an option in store I would have to buy their rings online to see their other selections. So, I excused myself from my appointment, hoping to leave some feedback on their appointment survey to find out they canceled my appointment after I left, saying I was a no-show so I could not leave feedback.It was NOT the experience I was looking for. Compared to their online shop with so many options then coming into the store to only see 10 options was very miss leading especially after you have to fill out an appointment survey sharing what cut, color etc you are looking for.... for them not to have any of that in store.. they could have let me know that was the case and save time.
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August 2023 by Loong-Yi Tan
Claire Nicolaou did an amazing job over the past 3 months in helping us find our special natural red Ruby ring and the follow on wedding band.We transferred our Brilliant Earth relationship from the Houston office to the Denver one and was pleasantly surprised by Claire and her perspective on helping us find the perfect ring for us.Claire does a shocking good job at asking very thoughtful and insightful questions on how you feel about the ring and gives very unique perspective on what she hears from us on why we like certain attributes of one design over another. I think this is her super power and I’m sure many others who have worked with Claire can say the same.Thanks Claire, I appreciate you and the Brilliant Earth team of Cherry Creek. We couldn’t have found the perfect rings without you.
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August 2023 by Alex Schwartz
So we have been using Brilliant Earth for years. We bought a lab grown Diamond engagement ring in 2017, wedding bands in 2018, and various pieces of jewelry since then. We love their jewelry and love their ethos. Fast forward to last month, in preparation for our 5th wedding anniversary, we wanted to upgrade the Diamond in my wife’s engagement ring. Brilliant Earth has a great program to make this happen. Bring back the original ring and Diamond certificate, pick the new stone, and get full credit of the original stone towards the purchase of a larger stone valued at more than twice the original. We made the appointment, brought the ring and certificate with us, found the perfect stone and paid the balance due. A full week later, I get an email requesting that I provide the certificate, which was already left at the store when we placed the order. I frantically called the support line, the issue was immediately escalated to one of the managers, Macee, who instantly was able to calm me down. After much back and forth, Macee took full responsibility for the lost certificate and got the order back on track without hesitation. Things go missing, I get it, but I would expect the Diamond industry to have safeguards to keep this exact scenario from happening. Luckily Brilliant Earth has Macee to fix things when issues arise.
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August 2023 by Steve Miller
Update: They just delayed and delayed the delivery, so I ended up cancelling the order. It's been two weeks and I still haven't received my refund. Every time I call them no one can give me an answer on where my refund is or when I'm receiving it (basically the ring ordering process repeated, except with my money). So as of now I have genuinely been scammed. They have, however, called me repeatedly asking me to remove this review. Maybe if you redirected your efforts from trying to scrub negative reviews to actually delivering on product orders you'd have better success. Just a suggestion.Shovel over your money but don’t expect to see anything in return. Oh! You have a delivery date for your ring? It gets pushed the day of delivery. New delivery date? Another push. Over and over until you’ve forked over thousands of dollars with nothing to show for it. But don’t worry, you’ll waste countless hours on the phone with some of the most incompetent, disconnected customer service agents you’ll ever get to know. It’s been a month and I still haven’t seen my ring. Not like I have any plans with it or anything. Avoid them. Like the plague.
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August 2023 by Tim Van Beveren
I can only speak to my experience of meeting with Claire, but I felt she was comprehensive and knowledgeable in explaining the characteristics of diamonds and how to decide what is important for my partner and I in deciding what we would prioritize. She was knowledgeable, patient, and very timely in following through with emailing a detailed write out of what we discussed and decided on during our appointment.
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August 2023 by Alexandra Linares
If I could give zero stars I would. They have messed up on every single thing we’ve ordered from them. My engagement ring was made too big, then my partners band was made way too small, and my band was a completely different color gold from the engagement ring we got from them. when I asked them why or how that was possible they blamed it on my ring getting dirty? I sent both rings off together so they could remedy it and basically gave it back 6 weeks later saying “we don’t know, sorry” I asked them if another band would match better and they said yes so I had them make another band…. Same issue and it arrived another 8 wks later. It is now a month before my wedding and they basically said sorry we don’t know what to do and just gave me a refund. I now have 4 weeks to find a band that matches my engagement ring. Communication was horrible, they offered no solutions and instead told me I should have ordered both rings together to make sure they match, yet didn’t mention that when my fiancé ordered the engagement ring. I highly do not recommend if you want a smooth, fun experience while shopping for your wedding rings!
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July 2023 by Alexandria G.
If I could give this company negative stars, I would. My husband and I bought my engagement ring and wedding band from them and it has been an awful experience. Not only is the customer service absolutely terrible, but the product itself is atrocious. We've been married for two years now and I've had to send my wedding band back 4 different times. Diamonds turned cloudy and would end up falling out. I just got my band back AGAIN two weeks ago and AGAIN another diamond is cloudy. I cannot even begin to express my frustration. If you're thinking about going here, I would strongly urge you to take your business elsewhere.
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July 2023 by Jessica K.
We wanted to really like this place for selling ethical diamonds, but the customer service was horrible. We felt rushed, and also like we were a nuisance for being there. Then once we placed the order it didn’t arrive in the time that was given and then had to be sent back because the rings weren’t cauterized together evenly. Was a negative experience for something that should have been a beautiful one for us. Very disappointed & would never recommend this store.
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July 2023 by Sean
I haven’t even received my purchase and am already regretting it. Lack of phone numbers to the local store is annoying. Started out with one agent then they stopped replying and then I got an email from a different agent saying the ring was delivered, but faulty and required repairs, even though brand new. Now the repairs are taking longer than the original estimate. I can call a generic 800 number, but they’re fairly useless and have no specific information. Personally, I’d steer clear if I were you, or have the ability to go to a local jeweler for repairs after you receive the original item. Going through this place is a joke and a frustrating waste of time.
