1 /5 Sophia Loris: Brilliant Earth sold my husband a wedding ring that was either broken upon arrival or had poor enough craftmanship that it broke within a month of our wedding. This followed an arduous process where the ring was remade twice and still did not fit. When asked for a resizing, they had the gall to request 600 dollars.
Finally, to avoid the astronomical charges, we went to a local jeweler who informed us that the inlay gemstone was CRACKED down the middle! (Was it cracked during the constant and unsuccessful process of remaking it? I wonder.)
They did offer to remake the ring for us, but we do not want to replace the ring which was an important part of our wedding less than a month ago for an exorbitant price. They did not offer either a repair or reimbursement for taking the ring to a qualified jeweler for repairs.
Additionally, customer service was wonderful. Our saleswoman, Victoria, was clearly knowledgeable and eager to help us, but was just as clearly hamstrung by Brilliant Earths corporate process.
Brilliant Earth specializes in wedding and engagement rings and the importance and sentimentality of such a purchase is in no way honored by their horrible quality assurance. To be blunt, it feels like their business model is to take advantage of the fact that these are one-time purchases, and that they do not have to be concerned about repeat customers. I truly hope that one day, leadership at this company can understand the pain they inflict on couples during an important moment in their lives.
