Brilliant Earth - San Francisco (CA)

1 /5 Waylon Themer: After 6 weeks of wear, my wife’s rings are misshapen, scarred, etc. Brilliant Earth does not stand by their warranty. These rings were an “upgrade” to my wife’s existing rings after 15 years of marriage. She wore her original engagement and wedding rings for 15 years with no issues. 6 weeks with these rings and they look like they’ve had 60 years of wear. Customer service said the rings were damaged and they could repair it. The wedding band was repaired free of charge but they said the engagement ring was beyond repair and they would give us a “generous” 50% metal credit toward the cost of a new one. Total joke. Obvious manufacturer defect.

5 /5 Max Haughin: My girlfriend and I recently stopped by Brilliant Earth to get sized and check out some engagement rings. We did not have an appointment, but were let into the showroom and helped right away by Patrick. Patrick was extremely helpful, funny, and easy to talk to. They understood we were just browsing and didnt attempt to push us to purchase anything. We were a bit underwhelmed with the small inventory of rings and stones to look at, but it is a small showroom and they can only hold so much inventory. The showroom was clean and safe! Overall, it was a nice browsing experience and Patrick taught us a lot.

1 /5 Hunter Gansmann: I’ve had my ring from Brilliant Earth for just two years, and it’s been nothing but a headache. The ring started changing color almost immediately, then began losing stones. I take excellent care of it—always take it off if I’m doing anything strenuous, never wear it in the shower, while cleaning, doing skincare, or even while sleeping—yet the issues keep happening. They “repaired” it once, and within months, the same problems came back: discoloration and missing stones. Now they’re asking me to send it back again with no guarantee it won’t keep happening. I haven’t been able to enjoy something that’s supposed to be special because I’m constantly worried it’ll break, which ultimately just happened again and now I can’t even wear it. Despite multiple calls, photos, and conversations (both from me and my husband), they refuse to issue a refund and have even implied it’s my fault. After reading countless similar stories from other customers, I no longer trust this company or their so-called “lifetime warranty.” It’s incredibly sad that I have to consider legal action just to be taken seriously. We spent good money on something that should have lasted. I will never recommend Brilliant Earth to anyone. My hope is for Brilliant Earth to reach out and do the right thing.

1 /5 Isaiah Kletenik: I purchased an 18K gold ring online but they sent me a ring marked 14K. Multiple phone calls and still no explanation as to why they sent me a cheaper and lower quality gold than I purchased online nor a clear solution. They want me to get the ring appraised - but they sent me the wrong ring! I’m concerned that I’m not the only customer that Brilliant Earth is sending lower quality gold than purchased.

1 /5 Jordan: I spent hours researching and finally purchased a diamond I was genuinely excited about through Brilliant Earth. I paid in full and requested a zoomed video of the diamond. The agent claimed it was sent and I’d receive it within two days — I never did. Shortly after, I received an email marked “urgent” asking me to call. When I did, I was told the diamond I had already paid for was sold. They offered a replacement with lower specs. I made it clear I only wanted something equal or better and followed up by email — again, no response. They said nothing on their website met my original criteria, despite me later finding several options that did. They said they would do an internal search. I asked for a discount code due to the inconvenience. First, they offered $100, then $200 — still far from acceptable considering they couldn’t fulfill the order. The issue was escalated to a manager, who called me and explained they don’t offer percentage discount codes. I agreed to wait for their internal search, emphasizing I had an upcoming anniversary, and they promised to hold my funds and meet my standards. Then silence for three days. I asked for a refund and soon found a better diamond on James Allen. I reached out to cancel. They said the refund would take five to seven business days. I asked for it to be expedited and spoke to a manager who promised to process it within two days. That deadline came and went. It’s now been five days since that call, and twelve days since they admitted they couldn’t fulfill my order. This experience felt manipulative. They held my funds with no urgency, ignored three of my emails, and I had to contact multiple agents just to get someone to call me. If you’re considering Brilliant Earth, know there’s a real risk they won’t fulfill your order and will tie up your money for weeks. They brand themselves as ethical, but my experience was anything but.