Brilliant Earth Reviews

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.