brilliantearth.com Reviews
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4.2 / 5
Average user rating
1481
Total reviews
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brilliantearth.com Reviews
Read real experiences from customers of brilliantearth.com.
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Jeanette S
April 8, 2026
Happy with the designs and quality
We purchased my engagement ring and wedding set from Brilliant Earth back in September of 2024. We had looked online at so many different vendors and liked the BE designs the best. After making an appointment online, the salesperson at the NYC boutique was very helpful and informative, and we selected our rings then and there. We got our rings in about a month, within the estimated arrival date they gave us, and found that they all needed to be resized. The process was pretty seamless: we dropped them off at the store, they were resized in a couple weeks, and then came back to us in new ring boxes. We didn't have to pay anything extra for the resizing or shipping. Overall, we're very happy with our experience so far. The rings have stood up to consistent wear, and we get many compliments on the nature-inspired designs. We did buy a protection plan for the engagement ring, but haven't taken it in for service yet and so can't comment on that.
Paul Gaul
March 30, 2026
$8,,000 Engagement Ring Turned Into a £14,000 Nightmare – Misled, Ignored, and Zero Accountability
I rarely leave reviews, but after what has been a 3-month ordeal, I feel obligated to warn others — especially anyone considering buying from Brilliant Earth internationally.This was meant to be one of the most important purchases of my life — an engagement ring. Instead, it has turned into one of the most stressful, expensive, and disappointing experiences I’ve ever had with a company.The purchase itself seemed straightforward. I bought an engagement ring for approximately $10,000 while visiting New York. At the point of collecting the ring in-store, I was explicitly promised that resizing would be free of charge regardless of where I was in the world, including the UK. This was clearly stated to me in person and was a key factor in my decision to proceed.That promise turned out to be completely false.When the ring required resizing, I was told this could not be done outside of New York. This directly contradicted what I had been told at the point of collection. There was no real solution offered, no accountability, and no effort to correct the situation in a reasonable way.As a direct result, I had no choice but to return to New York, costing me approximately £6,000. This was entirely avoidable and only necessary because of incorrect information provided by their staff.To make matters worse, I was also promised a complimentary earring and bracelet set, which I have still not received. The original ring box, which should have been included as part of the purchase, has also not been provided.The entire situation dragged on for over three months, with constant chasing, inconsistent communication, and no clear ownership of the issue. For a company positioning itself as premium, the level of aftercare has been extremely poor.The final straw was a call with their Customer Experience Resolution Consultant. After explaining everything — the broken promise, the £6,000 loss, the missing items, and the time and stress involved — I was told that no compensation would be offered. The only action they agreed to take was to send the items that should have been provided from the outset.Even more concerning, when I asked to escalate the matter, I was refused management contact details and given no clear route to take the complaint further.This was not just a purchase. It was tied to a proposal, a planned trip to New York, and the beginning of our wedding journey. Instead of being a positive experience, it has been overshadowed by stress, financial loss, and the frustration of dealing with a company that has shown very little accountability.If you are considering buying from Brilliant Earth, particularly from outside the US, I would strongly advise caution. Do not rely on verbal assurances, ensure everything is confirmed in writing, and be aware that if anything goes wrong, the level of support may fall far short of expectations.Summary:$8,000 engagement ringClear promise made in-store that was not honoured£6,000 additional cost incurred as a resultPromised items not deliveredOver three months of poor communicationNo compensation offeredNo proper escalation process providedThis has been a deeply disappointing experience from start to finish.
Reid Mathson
March 21, 2026
Great Service
Friendly and fun experience
Rebecca
March 9, 2026
If I could give no stars I would
If I could give no stars I would. I purchased the Nathalie diamond ring one year ago as a wedding ring. The item seemed beautiful - until it broke on my finger a month ago. The whole back of the ring had fallen off and was lost, with a diamond missing. I don't do any manual labour and only realised the ring had snapped when I felt it pinching my finger. I sent the ring back to Brilliant Earth for analysis, and they claimed they couldn't find a fault with the item. They said I would need to pay for it to be repaired and for a new setting to be created. This would cost half the price of the original ring ($1,990). I cannot fathom how such a premium item could break within one year of wear and am even more appalled that BE had the gall to ask me to pay for the repair. This was my wedding ring and deeply sentimental and the whole process has left me extremely upset. Terrible craftsmanship, even worse customer service; I can't help but think the company is deliberately scamming people. I've done some due diligence online and it seems there are many others with the same experience as me. Do not, under any circumstances, buy from Brilliant Earth.
r c
February 26, 2026
**1-Star Review
**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.
Vanja Bannan
February 24, 2026
I want to update my experience with…
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.
John Ruiz
February 17, 2026
Where’s my Diamond Certificate?!
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!
Singh Raj
February 11, 2026
I FEEL CHEATED
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.
Barbara Barrett-Rhee
February 10, 2026
Lots of drama around delivery. Items came almost two weeks late. Probably would have been longer had I not followed up regularly.
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.
Gio Frag
February 8, 2026
Do not recommend this company.
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.
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