The overall reputation of Brilliant Earth appears to be mixed with clear positive aspects, tempered by some negative experiences. On the positive front, customers appreciate the well-presented showrooms, knowledge and friendliness of the staff, and the security and the ethical policies of the company. Customer experiences such as receiving personalized service, obtaining education on product choices, and encountering no high-pressure sales tactics contribute significantly to a positive reputation. However, there are some concerning trends such as inconsistent communication highlighted by unreturned contact attempts, experiences of perceived insensitivity, and significant service delivery issues such as damage during a standard cleaning service that necessitated an entire ring remake. These negative experiences seem to revolve around customer service lapses and post-purchase support which, if not addressed, could overshadow the company's overall positive attributes.
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