Brilliant Earth Reviews 1,486

Dimitri was so helpful and entertained our vision. He was able to help make it come to life.

The rep, Janae, was very helpful and educated me on the 3 Cs. I enjoyed my experience shopping here. Love what the company stands for and will shop here again.

When I showed up for my appointment, I was greeted by Abiy and his manager Diana who personally guided me through each step of the selection process. Before I arrived, they had already set aside diamonds to review, and once I arrived they taught me how to classify diamonds so that I could pick the best diamond for the best price. In the end I walked away with a beautiful 2.5 Carat diamond with an equally stunning setting. My fiance and I couldn't be happier!

Best experience coming here, everyone was very welcoming. I came in not knowing exactly what i was looking for but with the help of the associates working here, they made my final decisions a lot easier. Delivering time was right on time of my engagement proposal, couldn't be any happier coming to brilliant Earth, i would recommend this place to anyone in future. Thank you so much!!!

I am absolutely furious and deeply disappointed. I ordered an engagement ring from Brilliant Earth that was supposed to be delivered today (Friday, Nov 7). My girlfriend and I live in different states, and I planned my trip around proposing to her this weekend.

When the tracking stopped updating, I contacted customer service three separate times. Each time, I was assured the order was on track and that the FedEx tracking “just wasn’t accurate.”

When my plane landed, I received an email saying the order was delayed until Tuesday, Nov 11. By then, I had already flown in, made dinner reservations, and hired a photographer to capture the proposal.

I called customer service again, but they couldn’t do anything. It’s clear the representatives—who seem to have no authority—are only allowed to apologize and repeat scripted responses. When I asked for a manager, I was told someone would contact me within 24 hours. Completely unacceptable.

I cancelled the order. Brilliant Earth knows people buying engagement rings are making time-sensitive, emotional plans, yet they failed to notify me of the delay—even after I called multiple times.

This company ruined what was supposed to be one of the most meaningful moments of my life. Do not do business with them.

The service was very friendly and professional. All my questions and concerns were answered. I am very grateful for their attention.

Great overall experience and love the necklace. Beautiful packaging and fast delivery. Such a great selection and I love the designs so I will be back. I have plenty on the Wishlist!

Great service and very easy process

I love it. My wife will love it.

I purchased some earrings that on the model looked quite lovely. Shame on me for not reading the actual dimensions because it turns out when they arrived they would have perhaps fit a newborn baby chipmunk. Their photos are very deceiving. They issued my refund without any problems but I definitely feel they could be much more accurate and honest in their photography.

The ladies there helped me pick out the perfect ring. Super kind and helpful

⚠️ WARNING: Terrible Customer Service & Unfair Return Policy

⭐☆☆☆☆

I really wanted to love Brilliant Earth, but this experience has been beyond disappointing and I feel compelled to warn others.

I ordered a ring that took forever to make and finally arrived on October 6th. Unfortunately, I needed to exchange it, and that’s when everything fell apart.

I called on November 1st, well within the 30-day return/exchange window, and spent that entire day trying to get help. I was on the phone with an agent several times who couldn’t seem to process the exchange. We got disconnected, and she promised to call me back , but never did.

I called again on Sunday, no luck. When I called again on Monday, November 3rd, a different agent told me the “last day for return” was supposedly November 2nd. He admitted he could see my calls and notes from November 1st and said he’d try to get it approved since I had clearly been trying to reach them in time. He told me to wait 24 hours for a response.

When I called back again on November 5th, after being on hold for nearly 30 minutes, I was finally told that my exchange request was denied.

This is absolutely unacceptable. The ring was delivered October 6th, meaning I should have had until November 6th to exchange it. I made multiple attempts before that date, but Brilliant Earth’s own communication failures cost me my right to an exchange.

A good company values its customers and takes responsibility when mistakes are made, not penalize them because their staff dropped the ball. Instead, I was met with disorganization, delays, and zero accountability.

After this experience, I cannot recommend Brilliant Earth to anyone. Their “commitment to ethical practices” means nothing if they can’t even treat their customers fairly. If you value good customer service and transparency, PLEASE SHOP ELSEWHERE!!! ZALES HAS A FREE EXCHANGE POLOCY NO MATTER WHAT!!!!

Too many emails, I made a purchase and got absolutely spammed afterwards

I was told incorrect information regarding my delivery and ended up possibly not getting my wedding band in time for my wedding.

It was a great experience to buy from Brilliant Earth. The quality of the craftsmanship and material is top notch. Highly Recommend.

Very knowledgeable and professional staff. We were always treated in a friendly and considerate manner during our interactions with the staff members. Feel that the diamond was high quality but also a good value.

Easy and convenient shopping. Purchased an item for a gift.... she loved it! Item was nicely packaged.

It was the best experience of my life. I opened it up, my eyes lit with stars.
Just what I dreamed.

The onsite staff was very helpful and experienced with the products and options.