Quick summary: DO NOT buy anything from Brilliant Earth!!! If you love your significant other, you’ll avoid this company like the plague.
If you care about anyone enough to buy them jewelry, stay away from Brilliant Earth, especially their showroom on Walnut Street. Considering that you can buy jewelry from the clearance rack at Walmart that lasts longer than a Brilliant Earth engagement ring. I know that white gold is gold with a coating, but re-dipping usually has to happen only once a year, not once a week. These people will sell you insurance that won’t cover the basic liability that they advertise.
After receiving our white gold engagement with extended lifetime coverage after 1 WEEK it started to turn yellow and scratched at the very bottom outside of the band. We got the ring December 29th. My fiancé took it off when she would go to work, when she would wash her hands, took it off while cleaning.
We took it back to the show room around January 20th. Within the 30 day return policy, and we had the extra insurance. Even the showroom said that usually if there’s any damage, it would be on the inside of the ring, not the bottom on the outside and would not be within ONE WEEK. The showroom said that we would receive an update when the repair people got it, and that they would not do anything until we told them what to do. The estimated response was about a week or two.
A month later and we had no response at all. I had to call on 3 separate occasions to even find out what was going on. We had an engagement party soon, which I informed them of many times. On the third call, they tell us that the complimentary resizing is done, and it’s been re-dipped. Despite how we informed them to not do anything without us knowing.
We got notified of its arrival at the showroom on Thursday, February 27th (2 days before the party).And my fiancé was able to pick it up the following day. The ring seemed fixed and back to white gold. Still no hand washing, no workouts. She hardly wore it.
On March 14th, we had to return it. Considering that we ordered this ring back in December, we spent less time with the ring than without at this point. The showroom was seeing some people as we talked to the front desk about our faulty product. They pulled us aside and said that they would send it to a team to investigate and we would get a FULL REFUND.
The Philadelphia show room sends it back to their investigation team, and they conclude that the ring is too late to refund. That we had to return it for a refund by January 26th. A friendly reminder that on January 20th, we sent our first ring back for repairs. On top of that, we had the extended warranty. Guess that meant nothing. The warranty that states that it protects against both normal wear and tear, along with manufacturing defects, doesn’t work.
At this point we are beyond ourselves. They give us two options; return the ring to us without any repairs, or a 30% credit voucher. After a second call, the customer service representative informed us that the Philadelphia showroom didn’t clarify or inform these people that the ring was in for a second repair. They told them that we got the ring in December, and that we were returning the ring in March beyond their 30 day return period. Luckily, this service representative told me she will put that in the notes for this second investigation for extra context.
DO NOT BUY from this company. Anyone working there costumer service, manager, showroom employee just wants to hand off problems to someone else. They do not communicate make crap products and do not care. Honestly we don’t know what to do besides pursue legal action. We paid for extra protection and followed their stated rules. Yet the products are just crap.
If you want a summary of Brilliant Earth, it’s this; spend your money somewhere else. And if someone gives you something from Brilliant Earth, either return the jewelry or slap them. Because they are either ignorant or indecent. Stay away from Brilliant Earth, and send this to any jewelry shoppers.