Brilliant Earth is an online company. Based on 60 reviews on TrustPlane, it has an average rating of 3.4 out of 5 stars. Last reviewed February 27, 2026.
I overall had a good experience purchasing an engagement ring from Brilliant Earth. My one complaint is they were not able to send a physical copy of the GIA certificate for the diamond I purchased. I have the digital copy, but I need the physical copy for myself and insurance coverage. I am writing this review to hopefully get their attention and possibly get someone to request the physical GIA certificate for me!
**1-Star Review – Horrible Customer Service and Zero Willingness to Help**I wish I could give negative stars. Buying an engagement ring should be a joyful experience, but this place turned it into one long exercise in frustration and disappointment.From the very beginning, communication was terrible—messages ignored for days or weeks, responses when they finally came were short, rude, and often made no sense.The biggest problems:- Endless excuses and delays with no real updates or accountability. Every time I checked in, it was a new reason why things weren’t moving, but never any effort to fix the situation.- Completely unwilling to work with me on even the most reasonable requests. I asked for simple alternatives to try to salvage the situation—options that any decent jeweler would at least consider—and they shot down every single one without hesitation. The attitude was basically “our process is our process, deal with it.” No empathy, no flexibility, nothing.They happily took payment upfront but treated me like a burden the entire rest of the way. Zero ownership of problems they caused, zero interest in making a disappointed customer happy.If you’re looking for an engagement ring, go literally anywhere else. This place clearly does not care about customers or what this purchase means to people. Save yourself the stress and heartbreak—choose a jeweler that actually values you.Run the other way.
I want to update my experience with Brilliant Earth after an earlier review, because what matters most to me is not perfection—it’s accountability and follow-through.Yes, there were initial hiccups. But what happened after I shared my concerns is what truly stood out.Brilliant Earth took my feedback seriously, followed up thoughtfully, and went above and beyond to make things right. Their team didn’t just offer surface-level apologies—they listened, owned the issue, and did everything within their power to ensure I was genuinely satisfied with the outcome.In a world where customer service often feels transactional or dismissive once a sale is made, this level of care was refreshing and meaningful. Every interaction felt human, respectful, and solution-oriented. I never felt rushed or brushed off—only supported.Because of how they handled this, I can confidently say that Brilliant Earth exemplifies what great customer experience should look like. Mistakes can happen anywhere. How a company responds is what defines them—and in this case, they delivered.Thank you to the Brilliant Earth team for restoring my trust and for setting a standard other companies would be wise to follow.
I never received the diamond certificate. I’ve contacted them multiple times and keeps on apoligizing and allow “24-48hrs” for them to send the digital link. That’s the 3rd time! Now i’m wondering if they sold me a fake diamond!
I FEEL CHEATED. Was looking at a Diamond to buy but couldn't add to cart without selecting ring style. I only wanted the diamond. i messaged chat. chat person said i can view this in store at southlake, tx and someone will call within 24-48 hours. I need to put a deposit down. and i was ok with that. by the time someone called next day, the diamond was already sold ( i was looking at two and they both SOLD) how ironic. Then they want to push me onto other stones. No thank you. I dont believe the Diamond was sold at all. It was pulled on purpose so it can literally show up on Rarecarat.com THE VERY NEXT DAY with a $500+ markup price. UPDATE: As of 2/26/2026, I have sent an email to you guys at Customer- Resolution@ brilliantearth.comI have also included my personal cell phone number to hear from your team. Looking forward to have a conversation. Also, the diamond in question is STILL AVAILABLE as of 8:57pm. I checked rarecarat website and its there. the exact one.
I ordered a necklace and it was supposed to be delivered to my house on 2/3. FedEx attempted to deliver it once and then shipped it back to sender, even though they were supposed to try two more times. Brilliant earth customer service told me that as soon as it arrived back to them, they would send it to me via overnight shipping (complementary). The package arrived at their facility two days ago and they still haven't shipped it out or provided a new tracking number. Long story short, I don't know if or when I will ever receive the item, and they have not issued me a refund.Update: After countless calls and e- mails, I received my items on 2/12, over a week later than originally promised. While the items are beautiful, I will not order online from this company again.
I am rating Brilliant Earth based on my overall experience, which has been extremely disappointing.I got engaged in early August and initially loved my ring — it was beautiful. However, on October 7th, the ring completely broke. The diamond setting snapped off entirely, which should never happen, especially after such a short amount of time.When I contacted Brilliant Earth, the customer service experience was frustrating and unhelpful. The representative did not seem empowered to assist and simply stated that I was outside the 30-day return window, despite the fact that this was clearly a quality and craftsmanship issue.Brilliant Earth remade the ring, I received the remake November 10th but the replacement was also defective. The setting is visibly crooked, and there are noticeable flaws in the gold. Despite now having two faulty rings, the company has still refused to issue a refund.After months of going back and forth, including filing a complaint with the BBB, Brilliant Earth continues to deny responsibility. One of their proposed “solutions” was for me to choose a different setting — and then pay the price difference myself. This is completely unacceptable. I should not be expected to spend more money due to their lack of quality control.At this point, I have lost all trust in this company. A ring of this significance should be made with care, quality materials, and backed by customer support that stands behind its product. Brilliant Earth has failed on all fronts.If you are looking for a company that values its customers and stands behind its workmanship, I would strongly recommend looking elsewhere.I am still seeking a full refund.Update. 2/9 11:42am Brilliant Earth HAS NOT reached out to me. Love the lies.
My fiancee and I ordered an engagement ring from Brilliant Earth: the Enchanted Garden Luxe, which has small pave diamonds on the band. We ordered it in Boston (where I lived at the time) and were quoted 1 month for production.The ring was a whole 2 months late. Multiple proposals were disrupted. He ended up buying another temporary ring from Brilliant Earth in the interim and proposed with that.The reason they stated as the delay? It wasn't passing their QA checks. This is also an important detail for later.Finally we went to the show room in Portland to pick it up. We did this because despite all of the delays, they wouldn't waive the additional taxes to ship it to California, where my fiance lives. When we picked it up in Portland we discussed our poor experience with lead time and communication with the manager. We asked if they would extend an additional year of warranty at no cost given the QA delay, just in case. They declined and offered small items instead. Their effort to address the situation did not feel proportional to what we experienced.Three weeks after receiving my ring, a pave diamond fell out of the band.We took it into the Sanford, CA store and were told we might have to pay out of pocket, pending whether it was covered by our insurance. It ended up being covered, and they sent it off for repair.Two weeks after we got it back, TWO MORE pave diamonds fell out of the band. We returned to the store and requested to swap out the setting because I couldn’t keep sending my ring away for repeated repairs. They took notes about our request and sent it away.Brilliant Earth reset the diamond into the non-luxe setting and refunded us the difference between the two settings ($400). But nothing can adequately compensate for the stress, disappointment, and admin time we spent over the last months navigating this experience.
When I received my necklace on January 30,2026 This fine piece of jewelry is so elegant that I will be wearing it to church this weekend.
My fiance is thrilled with his ring. The sizing was precise thanks to quarter sizes, and the quality is outstanding. I’ll for sure come back to shop for our wedding pieces.
I do not recommend it
I've had a miserable experience with BE. They SUCK! My ring is constantly losing stones, which is expected.... Until it takes 4-6 months to fix it every single time. They take like a month to even get it started and then hoard your jewelry without giving you any updates! They just stole my ring and won't even call me about it! Miserable service.
My husband bought me an engagement ring and after about a year, the prongs became loose and the diamonds fell out. We sent the ring in for repairs (which were costly). I have not had the ring 10 months and the diamonds are falling out again. I called to ask what can be done, and the customer service person was rude and offered no assistance other than send it in and pay for more repairs. I would not order from this company ever again. If the ring is extremely “delicate”, it should be noted somewhere. Now I am left with an unwearable ring.
Can’t quite articulate how disappointed we are with the misleading service provided by Brilliant Earth, and if we could we would 100% go back and buy elsewhere. We are Irish and bought a ring to be collected in New York as we were over on holidays for New Years and thought it would be a nice experience. Everything was going pretty smoothly and we collected the ring while being told we had free resizing for the year. We even had a conversation with the Brilliant Earth employee about coming from Ireland to collect the ring being a great occasion. The ring fit perfectly in the collection location but upon returning home my partner felt the ring was a little too big. We contacted Brilliant Earth who then decided to inform us that the ring would need to be shipped back to the US for the resize to be performed and we would be charged customs for the value of the ring AGAIN when it was delivered back to us. We asked if they had an office in somewhere in Europe we could visit to have this done and were bluntly told to go visit our local jeweller and have them do it but in doing so would void the warranty with Brilliant Earth. For a company that prides themselves on being "Global" this is an absolute disgrace.Brilliant Earth gives the impression that they will go above and beyond for you until they have your money, then it becomes a case of them not caring about their customer at all. We had even planned to purchase our wedding bands from them but have now decided to go elsewhere due to the abysmal service received. I would avoid this company if at all possible.
I had a very disappointing experience with Brilliant Earth after purchasing the 14K Yellow Gold Engravable Diamond Sunlight Charm. While the product itself looked fine initially, the customer support experience afterward was extremely frustrating and unhelpful.The day I received the charm I clasped into onto a necklace chain and wore it out to dinner. At dinner I realized the charm had fallen off the chain and was no where to be found. I was devastated as this was my birthday gift from my husband and had our daughters initial engraved on it. Fortunately that evening when I was changing I found the charm and clasp in my nursing bra. I realized that the clasp that came with the charm to secure it on a chain was not secure at all and easily un-clasped. I took the charm and clasp into Brilliant Earth to see if they would provide me with a better clasp or solution. They gave me the option of getting a new clasp of the one already provided stating that the first one may be faulty, or to pay over $100 for an upgraded clasp. I already paid over $600 for the charm that I almost lost the first day wearing it, why should I have to pay another $100 to make sure I don't lose it?! I went with option 1 of getting a new clasp (the same as the first provided). When I received it, it was just as easy to open as the first and I have not felt comfortable wearing the charm in fear of losing it again. I will now take the charm and clasp into my local jeweler to pay them to sauder the clasp closed so that I don't run the risk of losing it again. This is the last time I will be shopping at Brilliant Earth. For a brand that markets itself as premium and ethical, the post-purchase support was surprisingly poor. Jewelry is not a casual purchase, and customers should feel supported if something goes wrong. I would strongly caution others to consider the quality of customer service and the product before purchasing from Brilliant Earth.
Bought my engagement and wedding ring last august now it fade/tarnish. Is it normal for 18k gold ring to tarnish like this?
My bf proposed on Christmas. He told me he originally wanted to do it on a trip we had planned prior, but it never showed up on time. Whoever he talked to on the phone said it would arrive in time. It never did. When he tracked it it was delayed. When he contacted Brilliant they said because of where we lived. Weird because we get packages from ups and different places quick so not sure what the issue was. First off they lied when they said when the estimated delivery date was. Ruined what his out of the country trip since he had no ring. Let’s backtrack. He didn’t know my ring size and didn’t want to spoil it and ask me my size. When he called a representative told him it didn’t matter what size he ordered he can get it resized no cost as long as it’s in the time frame. So he ordered a ring. Finally when he proposed it didn’t fit. We go into the store and they said they’ll have to ship it to find out the price if anything or if they can remake it at no cost. A week later he calls them and they say it will be another $2 grand. He explained to them that the ring didn’t come in time for our trip and when he talked to someone on the phone they said size didn’t matter it can get resized as long as it’s in the time frame. Some bullshit to add another 2 grand on top of it when he was told something else. I get it rings can’t stretch out, but to be told something and to order it for it not to be my size and to find out another payment on top of what he paid is crazy. Get your ring somewhere else. Also had to wait a WEEK to find out what the outcome would be even thought when we went inside the store to ship it back, they got it within a day. This place I NOT WORTH it.
My fiancé and I had a horrible experience with Brilliant Earth and would not recommend them. The process started off ok when we went to the store on 10/24/25. The gentleman who helped us was knowledgeable and nice. We ordered what we had researched online and was told the ring would come in around 11/10/25. My fiancé told him we had a trip planned for 11/19 where he planned to propose. He received an update on 11/10 that it didn't pass the quality inspection and would come in on 11/26. He called customer service, and they were incredibly rude and unhelpful. Although we were disappointed, he proposed on our trip without the ring. The ring did come in on 11/26/25 and the quality was not what we thought it would be. We had specified that we wanted a royal blue sapphire and not a dark sapphire and the salesperson had assured us they would be what we wanted. He showed us sapphires in the case in the store and said all of their sapphires were royal blue and that is what they are known for. The sapphires in my ring were almost black and had no dimension at all. In general, the ring felt lighter and not as substantial as the picture depicts. However, the center diamond was gorgeous. We did not take the ring and decided to send it back to have the sapphires replaced. It was late afternoon the day before Thanksgiving, and they said they would send us an email with this info...saying they had the ring and were sending it back, etc. We never received the email.On the Friday after Thanksgiving, we called Customer Service and they had no record of this. In short, you cannot speak directly to the store. Customer Service is completely different from the store and if we wanted to speak to them, we had to go to the store. We asked to speak to the store and they refused. They also refused to let us speak to their manager. They were incredibly rude, which is crazy considering how much we were spending.We drove to the store and decided to cancel our order at this point. The customer service was the worst, and we didn't feel comfortable moving forward with such a big purchase with them. The salesperson apologized for our ordeal. It still took 3 weeks to deal with customer service to try and get our money back, even though they had the ring the entire time. We could only speak with customer service, who had no contact with the store and who couldn't care less. We finally called our credit card company who was able to expedite the process with them and credit our account. The diamond was beautiful, but they are overpriced. We went to a local jeweler who has been in business 70+ years and they have the equivalent diamond for $2,000 less and could get the sapphire color we were looking for. I would recommend avoiding Brilliant Earth...terrible customer service, overpriced, etc when this process should be an exciting time in your life. Go local!
Left feedback after an unenjoyable experience and someone from Brilliant Earth called, was so kind and receptive to my concerns and made me 100% confident that I want to work with them again in the future.
Beautiful jewelry, that’s the only positives. I bought my wife’s, wedding ring and engagement ring through Brilliant Earth after deciding I like their values (and jewelry appearance). My wife had the ring for approximately a year, and would take if off if doing anything physically related. The diamond fell out and we were unable to locate it. We contacted customer service which they stated they could not do anything since we didn’t have insurance (when purchasing the ring I did not notice or see anything regarding insurance). My wife brought the ring to a physical store to have them check for defects which they stated there was none and they couldn’t do anything. Not to mention the rhodium plating of both of her rings has already started to wear off. The ring setting they don’t offer anymore and basically suggested we purchase a brand new ring. To summarize, I wouldn’t recommend anyone go through this company at all. In hindsight I would have gone through any other jewelry companies. (Such as Shane company where their warranties are already in place). Update as of 1/14/2026- this has been a nightmare. Customer service had me send the ring in to get looked at. They said it’s normal wear and tear, for the timeframe (one year). And stated we would have to purchase a new stone for around 500$. The customer service rep. Offered half off of the stone, which we agreed to. Received a bill for the full price. There’s absolutely no communication with this company.
According to TrustPlane, Brilliant Earth has a 3.4/5 rating based on 60 verified reviews as of February 2026. Source: trustplane.app/company/www-brilliantearth-com
