For a well-known business with a strong brand presence (evidenced by their high Google search results ranking, influencer partnerships, functional website, and regular sustainability reports), we found ourselves disappointed by what we discovered about Brilliant Earth.
Pouring through Brilliant Earth’s customer reviews and product offerings revealed issues which, in our opinion, you should carefully consider.
Customer reviews (included below) highlight issues with ring quality, sharing reports of loose stones and cracks in settings. These craftsmanship pitfalls, accompanied by mentions of precious metals discolouring over time, raise our concerns about the durability and long-term value of the rings at Brilliant Earth. While we discovered that Brilliant Earth offers a lifetime warranty for manufacturing defects, we noticed that the policy excludes coverage for metal discolouration. We consider this to be a notable omission given public complaints about their metal quality in online reviews.
Reviews about customer service also shine a light on the varied experiences encountered both in-person and online. In these reviews, clients report rushed in-store consultations and pressure to make purchases. It’s our opinion that online support appears to be even worse, with reports of unreturned emails, unanswered calls, and limited assistance post-purchase. Reviews cite difficulties with engagement ring resizing, delayed return processes, and communication breakdowns, which may be troubling for clients seeking solutions for urgent issues.
Brilliant Earth’s sustainability efforts and educational resources are commendable in our opinion, but we found gaps in their international accessibility. Our research found that international buyers may encounter additional challenges such as unclear duties, taxes, and shipping policies, as well as limited local servicing options.
Despite their appealing ethical focus and clear policies, in our opinion, we find that Brilliant Earth’s product quality and customer care have failed clients who trusted them to provide a quality engagement ring. We consider these to be serious issues, so for such an important milestone like your engagement, we don’t recommend Brilliant Earth. You can continue to read this article to find out why.
OVERALL SCORE:
6.2
10
Not Recommended
Grown Brilliance is a relatively new entry to the jewellery market, specialising in lab grown diamond engagement rings designed in New York and manufactured in India. While we found positives to their offerings, our research suggests a need to consider Grown Brilliance with caution. Let’s dive into the key points.
The ring quality at Grown Brilliance seems average to us, and while their designs show promise, we found that recurring issues presented themselves. Customers have reported issues with loose or crooked stones, which we find concerning. Our tests highlighted inconsistencies in polish and overall craftsmanship, and proven details like uneven claws and minor porosity detracted from the product in our opinion. While some test results were reassuring, what we considered to be subtle issues in the setting suggested to us that their rings may not have the durability to last a lifetime.
When it comes to value, Grown Brilliance appears to offer above-average affordability compared to the jewellers we’ve reviewed, which we consider to be a win for you if you’re budget-conscious. However, we found that the savings come with trade-offs in areas like post-purchase care and accessibility for international clients. For example, resizing is free for US-based clients, but global clients are left out entirely, which, in our opinion, feels shortsighted for a company selling to several countries. Overall, when factoring in potential additional costs over the lifetime of a Grown Brilliance engagement ring, we considered them to only offer average value overall.
To us, experiences as a buyer at Grown Brilliance seemed to be relatively mixed. Our 3rd party mystery shopper’s in-store appointment revealed what appeared to be a strength, with knowledgeable staff and a comfortable consultation environment, though the lack of proper lighting for showcasing diamonds was an unexpected and avoidable inconvenience in our opinion. Online, we found that their website offers transparent pricing and a decent product selection, but the customisation tool suffers from glitches, and there are some inaccuracies when it comes to product imagery. Communication, both before and after purchase, is another area where inconsistency seems common, in our experience. Additionally, in reviews, some customers reported smooth interactions, while others highlighted delays and a lack of clarity during returns or servicing.
In our opinion, when it comes to sustainability, Grown Brilliance does well in certain areas, exclusively using lab-grown diamonds and claiming to have a carbon-neutral supply chain. However, the lack of specificity in these areas raises our doubts. We consider that their public contributions, while they might be commendable, lack transparency around impact and scale.
In summary, Grown Brilliance’s offerings may appeal to you if you’re based in the US and looking for a budget-friendly jeweller that offers lab grown diamonds. However, in our opinion, their inconsistent quality control, limited international support, and patchy communication may leave you wanting more. If reliability and comprehensive service are high on your priority list, we recommend that you consider exploring other higher rated jewellers that may be better equipped to meet those needs.
What Our Scores Mean
Strongly Recommended (9 – 10)
This jeweller represents the very best in the industry. They set the gold standard. You can
choose this jeweller with confidence, knowing you’re in the best hands.
Recommended (8 - 8.9)
This jeweller is well above average in all key areas - they certainly deserve a spot on your
shortlist. A great option for most buyers.
Caution Advised (7 - 7.9)
This jeweller has a mix of strengths and weaknesses. Consider them if they align with your
priorities, but be aware of potential trade-offs. Proceed with caution.
Not Recommended (0 - 6.9)
We’ve identified significant concerns with this jeweller. They fail to meet the standards we
expect. For your peace of mind, we recommend exploring other options.
Ring Quality
We read customer feedback and put each ring through a six-step durability test. We analyse build quality, polish, and metal to ensure the ring can stand the test of time (and everyday wear).
SCORE:
2.4
10
SCORE:
3.3
10
Value
We consider upfront costs and hidden expenses. We account for shipping, resizing, servicing, warranty, and international duties. We also factor in ring quality and the likelihood that you’ll need to pay for repairs down the track.
SCORE:
4.8
10
SCORE:
5.7
10
Customer Experience
We factor in the customer service, appointment experience, ordering process, website, online communication, post-purchase care, and education offered by the jeweller.
SCORE:
6.5
10
SCORE:
7.5
10
Sustainability
We assess carbon reduction efforts, sustainable material sourcing, and charitable contributions.
SCORE:
4
10
SCORE:
6.7
10
The Nitty Gritty
From customisation options to production times, warranties, shipping and returns policies, and international accessibility, we decode the small details for you.
SCORE:
7.5
10
SCORE:
5.6
10
Reviews
We read Google, Trustpilot, Yelp, and Glassdoor reviews to learn about customer and employee experiences. In particular, we read reviews specifically related to customer service, online communication, post-purchase care, production and shipping.
SCORE:
5.3
10
SCORE:
5.7
10
Conclusion
While Brilliant Earth offers strengths in community engagement, online functionality, and returns and warranty policies, their significant shortcomings in product quality make them impossible to recommend. Customer reviews frequently highlight issues such as loose stones, poor craftsmanship, and challenges with post-purchase care, which, in our opinion, are critical concerns for any buyer who wants a smooth-sailing engagement experience. Furthermore, their approach to addressing customer complaints, including allegations of pressuring clients to remove negative reviews, raises ethical questions for us that can’t be ignored.
All things considered, we don’t recommend Brilliant Earth.
If you’re prioritising lasting quality and consistent customer care, we suggest exploring jewellers with stronger track records in these areas. Visit our rankings to find the best jeweller for your values and needs.
We’ve found that the offerings of Grown Brilliance seem to most suit US-based customers rather than those that live outside of the US. Where Grown Brilliance does have some good sustainability and community initiatives, in our opinion they don’t stand out among other jewellers, some who we consider to be much more transparent about how they give back to the environment. Attending in-person appointments seems to be a positive experience across the board, but this goes for most jewellers in our experience.
We consider that Grown Brilliance may need to improve on expanding their services to include international customers, as well as following through on their promises by maximising the efficiency and effectiveness of their communication, primarily online.
For these reasons, if you’re considering making a purchase from Grown Brilliance, we recommend doing so with caution.
If you would like to determine which jewellers stand out above the rest for their excellence and customer care, we would recommend viewing our rankings to see which jeweller best suits your needs.
Explore Our Top Rated Jeweller.
If reading this review has left you wondering where to look next, your're not alone. Read the review on our Top Rated jeweller, Cullen Jewellery - known for exceptional craftsmanship, lab-grown diamonds, and service that goes above and beyond.
