Brilliant Earth Reviews 1,486

Everything was good. We expected larger diamonds on either side of the main diamond. Also, we were supposed to receive a free necklace…it never arrived.

The buying and customizing experience was great. The thing that I disliked was the ambiguity about the order once it was placed. The only updates were order placed, order shipped, order arrived with little to no information on what was happening at each stage of the process.
The finished final product was great. The actual videos of the diamonds were incredibly helpful. At first they all looked the same but then I started to see the differences and I selected a beautiful diamond that seems to sparkle in all lighting conditions.

Thank you Christina for all your help.

Great products, good pricing but FAR TOO MANY EMAILS & ADS. I am thinking about not purchasing anything from Brilliant Earth in the future as I get ads, texts or emails sometimes numerous times a day.

You people are over-doing the advertisements.

The ring was beautiful! It was received exactly the date they said. Packaged in a lovely box.

Purchased item has not been delivered.

I messed up payment method and delivery address. Called and had it fixed fairly painlessly. Ring arrived in a timely manner and beautifully packaged in good shape. She also said yes so that helps.

The website was easy to use and the ring came on time. The ring looks great but the box was a little cheap for the ring and mostly I am concerned that the ring nor the diamond came with any paperwork or certification on the diamonds. I now have to go get the diamond inspected 3rd party

The item arrived much after expected date, I ended up buying something else from another company since this item was supposed to be a gift.

Easy process with great communication about the status of our order!

Great overall experience and value---lots of compliments on the ring.

honestly, it's the thousands and thousands of emails i have gotten from you all pestering me to death AFTER I BOUGHT YOUR STUFF that has made me really hate you. Truly. It's so obnoxious that I will never even go to your website again.

The best when shopping for engagement rings but they have it all. They have men’s bands and just a list of different types of jewelry to choose from. The customer service is real helpful to find the best ring in your budget. I have gotten 3 rings now with them and plan on continuing shopping with them for any other jewelry we are in the market for.

From start to finish, we had an excellent experience at Brilliant Earth. My fiancé knew she wanted a Brilliant Earth ring because the company aligns with our values. We had multiple appointments at the Georgetown location, and each one was excellent. She was able to try on various styles with a patient and kind agent, Steven, and narrow down what she wanted. At the next appointment, she was able to come in and try on the exact pairing she wanted with a diamond in the right size, then we picked out the exact diamond she wanted. In just a few weeks our order was ready, and payment was fast and easy (paid in two payments). I want to note that we are a same-sex couple, and felt extremely respected. Also, I initially was interested in trying on rings, but ultimately found mine elsewhere, and at no point did we feel pressured to spend more than we did.

Lovely showroom
Nice representatives
Quality merchandise

Decent custom engagement ring team & process. Horrible customer service.

I had gotten a custom engagement ring from Brilliant Earth in 2023. During that time, they absurdly sent over a wedding ring credit months before I even had my e-ring shipped to me. (I received the e-ring in August 2023. The expiration date of the credit was in December 2023.) This gave very little time and chance to enjoy my e-ring, let alone my engagement, as well as do the research to find the wedding band that would work best with it. Mind you I hadn't even started planning a wedding yet!! Realistically, most couples don’t experience this kind of pressure of taking advantage of a promo code or even know what wedding bands they want within this tight of a timeframe, so it made no sense to use the wedding ring credit when I had no idea what I wanted in the first place without the e-ring on my finger.

After a period of enjoying my engagement for the past 1.5 years, during my wedding band search, I didn't realize that because of BE's specific dimensions of my e-ring band, no other jewelry retailers had the same or even similar, so I felt forced to get a BE wedding band in order for it to sit flush against my e-ring. If I had known that the dimensions were very BE specific, I would have changed the dimensions during the custom process. After having decided on one of their specific wedding bands, I asked customer service if they could reinstate the wedding ring credit. I asked first in July this year, and the rep said that they could probably reinstate it when I was ready to purchase. Several follow-ups later, I spoke to several representatives who gave quite a bit of false hope that the code could be reinstated: “they’ve done this before”, “it’s easy for them to do” or “it looks like they’ll reactivate the code and we’re just waiting on confirmation on that”. Lo and behold, their backend team finally got back to me and they flat-out said they could not reinstate the code. I felt like they 1000% set me up for a bunch of disappointment.

I then asked to escalate this, and their general CS team responded that they would have someone from "management" speak to me within 24 hrs. Unfortunately, I was beginning some overseas travels at the time with intermittent phone service when the person they assigned (customer resolutions rep named Jay T) called me, left a voicemail, and it was a nightmare just trying to get back in touch with him with the 7+ hr time difference. The most frustrating thing is that you have to use a stupid Google Forms to "set up" a meeting with him, and even when I sent over my preferred time, he didn't even call me at that specific time and it was hours later. Having not been able to get in touch, he then sent a very dismissive email saying "we haven't been able to connect directly over the last few days" (it was only 36 hours), and to instead reach back out to the general customer service if I still need assistance. Are you serious? Just running around in circles. Follow up phone calls (it goes to his voicemail) and emails trying to reach him were left on deaf ears -- he pretty much ignored me.

After returning from my trip, I called several more times and sent more emails to CS. They said via email that their management would get back to me, and I waited again. FOR DAYS. I sat by the phone waiting with crippling frustration and anxiety. What an absolute waste of time and energy. No one ever got back to me and I think they straight up just lied/said that to get me off their backs. And they're right, I did give up because I had enough.

It's crazy that after spending almost $10k on my custom e-ring from them, I had to go through this horrific ordeal of a process over something so simple. They have no idea what customer loyalty looks like -- I'm literally wanting to throw more money at them for a wedding band only to be treated as less than. RIDICULOUS.

Edited 11/3/2025:
Updated this to 3 stars. Their resolution was just OK (they should have offered much more) -- it still doesn't make up for the terrible experience I had dealing with them for several months and the fact that they only decided to very promptly reach out again AFTER I posted the review.

Only criticism is first attempted delivery of the ring was on an unexpected date Sunday Oct 12; thus I was not home and it was not delivered because it needed a signature. Emails and text said delivery would be Oct 14.

My fiancé absolutely loves his ring! The ring size is perfect and I'm so glad when I saw they did quarter sizes. The craftsmanship is impeccable. I will definitely be coming back to purchase jewelry our wedding!

Their customer service is absolutely awful. I sent my wife's engagement ring back to get fixed after one of her side diamonds fell out (she's had the ring for less than 2 years). I got an email saying that the ring will be shipped out with an estimated delivery date. Well that date has now passed (it's been a week). So I reached out asking what's going on with it and they keep telling me that they depend on FedEx to ship it. Why hasn't it shipped yet? They confirmed it was done so they're sitting on it. They could not give me a straight answer and kept referring back to FedEx. Well someone has to be home to sign for it and every day we have to make sure that someone is here. They say that you'll get a FedEx tracking number the night before. I can't wait until the night before to figure out what's going on. We have jobs and are in and out. So this is messing a lot with our schedules. Don't even waste your time with them. Go to a local jeweler to get a ring or get work done. I hate this company.