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February 2024 by Delena L.
I have never written a bad review before, but I guess it's a great time to start when they have ruined a beautiful moment in our life. My fiance and I went into brilliant earth to resize my ring. No big deal. While we were there we were interested in looking at wedding bands but unfortunately the show room was not open. Totally fine, we understood because we didn't make an appointment for that. We only made an appointment to resize the band. So we made one to look at bands. The girl in the showroom assured us that it would only be 2-3 weeks and that it would be an easy process and it would give us plenty of time for our band appointment. We made the wedding band appointment 5 weeks out We hand off the ring and at week two, I was curious to see if it was ready. It wasn't. Fine she did give us a range. Week three comes around and now we have contacted brilliant earth at least 3 times and guess what? They have pushed the delivery date all times. All times were different excuses. "We want the ring to be perfect, you can't rush perfection" "Production is having delays but we don't have access to production timeline" "We don't have enough people working to produce your ring" "The band size change was too drastic so we had to make the ring over completely" "We see you have contacted us multiple times and I have just expedited the process but unfortunately this is the earliest date" (still not here at the earliest date) Now it's been 5 weeks and we have our band appointment in two days with ZERO hopes that the ring will even be here. We have celebrated countless times with our friends and family without the ring and superficially it is disappointing. We are not unreasonable people if you just tell us the truth. I don't need bullshit excuses like "perfection takes time" just be straightforward with the process. Train your employees to give accurate time lines. Train your customer service to be better in situations like this. Don't tell customers that their ring will be ready when it hasn't even shipped out yet. Highly disappointed in this company and how this process has panned out.
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October 2023 by Joseph P
Ordered a 1 carat engagement ring. The process was excellent, and the finished product was perfect. Thank you, Brilliant Earth, for taking the stress out of looking for that perfect ring.
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October 2023 by Jennifer-Anne Canaday
Casey Chapman is a Customer Experience Assistant Manager at Brilliant Earth on Newbury Street who was extremely helpful. She was patient with all my questions and went through all the qualities of a diamond in detail. She helped me figure out my preferences, showed me various diamonds and rings styles, and used her expertise to figure out my ring size (by watching me take on and off different rings... amazing!). I also really appreciate her clear explanations of next steps in order to create a custom ring. I recommend Casey to help you with all your fine jewelry needs!
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August 2023 by Ryan Kelley
I found the communication and customer service to be poor. The fitting was fine but the communication after the fitting went to zero. I chose shipping for my ring and had to keep pushing it out because of shifting shipping dates. Tried calling to get a concrete date and no one answered. Honestly, it almost put me in a bind. I would not recommend.
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August 2023 by Larisa Bainton
I love my engagement ring, so I’m so disappointed I need to write this review. My wedding is in two weeks and one of the small diamonds on my band fell out yesterday. When I call they say they are unable to fix it in time, but also refuse to send me a replacement diamond so I can get it fixed locally and won’t give an explanation as to why they can’t help. I’m so sad that they’re unwilling to help me have my beautiful engagement ring on my wedding day
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July 2023 by Margaux A.
Adele was amazing! She was so patient with my boyfriend and me as she walked us through the different aspects of a diamond and answered all of our questions. We didn't feel rushed at all, despite having a later appointment slot and going a bit over time. I totally recommend her and Brilliant Earth to anyone engage ring shopping.
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June 2023 by Daniel Lawson
Definitely not the way to buy an engagement ring. Went there as a first time Diamond buyer and felt like I was getting swindled the whole time. Not special and also way overpriced. Go to a real jeweler who can make the process fun and amazing rather than rushed and cold.
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June 2023 by Lucy M.
Take your business somewhere else as they are not very accommodating. We took one of those appointments where they call you the day off to let you know that a spot opened up the same day of. My boyfriend and I drove two hrs from RI to the Boston location. We could not get there on time for a 5pm appt because traffic built up driving there. We called to let them know of our troubles and if we could please have our appt moved to 6pm as our gps said we'd get there at 5:35. After speaking with three diff people, the first saying they had the spot at 6, the next one saying they didn't but we're working on it and the last a woman from their showroom who said they ultimately didn't have it but that she could reschedule us for later im the week. No thanks, I will not be giving them one more second of my life or energy as they are so exclusive. Nice brand, love their campaign, poorly run and staffed.
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June 2023 by Lillian Hegel
I overspent on an elongated radiant diamond along with a platinum band, which we brought back because the diamond was not centered correctly. They tried to charge us for resetting the diamond but when we got it back it looked exactly the same plus the gold soldering (without telling us, hoping we wouldn’t know). I’m sorry but what? We payed for platinum, not gold! And if you are going to solder with gold, do it so it is not obvious on platinum. We will not be returning and I do not recommend them.
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June 2023 by Annie Wei
My fiancé and I had a fantastic experience picking out our wedding bands this past weekend at the BE Newbury location. Ruthie F. was our jewelry consultant and she made the process an absolute delight! She was extremely knowledgeable, personable, and patient as I tried on numerous styles and sizes. We can’t wait to order our wedding bands from BE and will be recommending the Newbury location (& specifically Ruthie) to all our friends and family!
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June 2023 by Amy Stewart
BUYER BEWARE! This company does not stand behind their rings. Engagement rings are supposed to be worn daily! I have been wearing my ring for over 30 years. My daughter's ring fell apart after only a few months. The diamond was lost. This company did nothing but blame her for the ring breaking. So if you are the type who will keep your ring in the box, great! But if you are looking for a ring that will last, look elsewhere!
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May 2023 by Bridget S.
We had the most amazing experience here in Boston with Ruthie! She was welcoming, patient and did not pressure us to choose a certain stone or make a decision before we were ready. She was supportive, knowledgeable, professional and personable. She took the time to get to know myself and my partner and was eager to answer our questions and fulfill any of our requests! We cannot thank her enough for making our experience so enjoyable!
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May 2023 by Ben Bolotin
Brilliant Earth has been really terrible. We bought our engagement ring from them November 2021 and since that time we have had to send the ring back for three separate repair attempts due to the center stone coming loose - something I'm now seeing in the reviews is happening all the time to others. Each time they say all that is needed is some minor touching up, even though the stone repeatedly comes loose. Finally they agreed to remake an obviously flawed ring after a long battle with them, but they cannot provide any details on the improvements they made to the ring and it looks exactly the same. We're sure the stone will come loose again, have no confidence in this company, and truly feel ripped off. We sincerely wish we had purchased from a more reputable jeweler.
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May 2023 by Rebecca Clark
I went to brilliant earth looking for an engagement ring after having it recommended by a friend and had THE WORST experience ever. My initial appointment was fine and I was told I would receive center stone options via email that day to choose some to view in person. I never did. I repeatedly called that week asking for the email options and they kept pushing it off. Then I was told by the receptionist, it was because of lack of inventory. If that is the case, tell a customer so they can move on!!!! Finally I received a call, but she left no call back information. As it turns out, not one but 2 members of the team tried to send me an email after a week of complaining and sent it to the incorrect email address. No remorse, no apologies, no anything. One woman actually just forwarded the message to me and did not even address the fact that there was an email below that had tried to be sent to me. Would not recommend and got my ring elsewhere.
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May 2023 by Tatsiana Volks
Disappointing Experience with Brilliant Earth – Beware of Misleading Marketing and Poor Customer ServiceI recently had an extremely disappointing and frustrating experience with Brilliant Earth when purchasing a lab diamond engagement ring. I want to share my experience with others to help them avoid the same pitfalls I encountered. In summary, I encountered misleading marketing, rude customer service, and a lack of timely resolution.Misleading marketing: Brilliant Earth claims to sell lab-grown diamonds with the same properties as natural diamonds. However, when my fiancee and I tested the diamond through three separate, reputable national jewelry organizations, we found that the stone was actually moissanite. The GIA certificate provided by Brilliant Earth was insufficient to prove the authenticity of the diamond, considering the stone's lack of thermal and electrical conductivity. This raises serious questions about the authenticity of their products and their marketing claims.Rude customer service: When we contacted Brilliant Earth to address our concerns, we were met with dismissive and unprofessional behavior. The manager, Tawnie Pike, even went as far as referring to standard diamond testing methods as "illegitimate" and refused to consider replacing the stone. To make matters worse, she erroneously claimed that our return window had expired, even though the ring was in our possession for a mere 12 days before being returned for inspection.Lack of timely resolution: Brilliant Earth had the ring in their possession for 23 days before they finally responded to our request for a full refund. They made no attempt to offer a satisfactory resolution, such as replacing the stone or providing a reasonable explanation for the discrepancy. We had to threaten legal action before they agreed to provide a refund.In conclusion, I strongly urge potential customers to think twice before purchasing from Brilliant Earth. Their misleading marketing, poor customer service, and lack of timely resolution left us feeling frustrated and deceived. Our experience with Brilliant Earth has been nothing short of a nightmare, and we hope that by sharing our story, we can help others avoid a similar ordeal.
