1 /5 Jennie Nguyen: One of the Worst Experiences I’ve Ever Had – DO NOT RECOMMEND!!!!!
The entire process with Brilliant Earth has been a nightmare. What should have been a simple resizing turned into a months-long ordeal that has completely ruined special time in our lives and STILL end up with NO RING.
To summarize a very long and frustrating story: On May 12, my boyfriend dropped off my engagement ring at the Santa Monica store (originally purchased at the La Jolla location) to get it resized. We were told the process would take a couple of weeks, but the ring wasnt ready until June 13, more than two weeks later than promised.
When we went to pick it up, we were shocked to find that they had completely altered my ring, changing the metal from yellow gold to white gold. It was an entirely different ring. This wasnt a miscommunication, it was a major mistake caused by incorrect instructions submitted by Dimitri Nardini, the associate at the Santa Monica location who processed the ring. That error alone turned the entire experience into a disaster. We had to send the ring back and wait again.
Even worse, no one from Brilliant Earth reached out to notify us of the mistake. We had to chase updates ourselves, doing our own follow-up just to get any answers. Dimitri did not reply to follow-up emails from my boyfriend asking for clarification and support. There was zero communication or accountability from him. We had to follow up ourselves not only with employee of the store but with corporate just to get basic answers. The lack of professionalism and basic courtesy was astounding.
On July 3, we returned again hoping to finally pick up the corrected ring, but the craftsmanship was just awful. The side stones were asymmetrical, the prongs were all different sizes, and it looked sloppy and poorly made. See last three (3) attached photos, which I took in store. Once again, we had to escalate the issue ourselves because the sense of urgency in communication to us as paying customers was nonexistent.
Eventually, we got someone from corporate involved, Jillian J., Customer Experience Associate, Resolutions, hoping that corporate oversight would fix the problem. It didn’t. We were sent photos of the “corrected” ring, on July 28th, and the quality was still terrible. First two of the attached photos ("professional" photos at warehouse) show the ring after corporate stepped in, which is honestly a joke. If this is the standard Jillian and the corporate office signs off on, it says everything about how little this company actually cares. She might want to reconsider whether shes in the right role, because we saw no resolution and no urgency to fix what had become an exhausting, months-long issue, other than offering empty words of sympathy.
Brilliant Earth markets itself as a premium brand, but what we experienced was sloppy work, poor internal communication, and total disregard for the emotional importance of an engagement ring. I would rather go to Kay Jewelers.
This review could easily be three pages long if I outlined everything in detail but I’ve wasted too much time on this company.
I would NEVER RECOMMEND Brilliant Earth to anyone. They’ve wasted our time and energy. They have caused so much heartache. Lost memories. A complete disappointment from start to finish.
