One of the best ways to assess the ring quality offered by a jeweller is to read through real customer reviews about how well their rings have held up through everyday wear.
Our team read through reviews about Brilliant Earth that mentioned ring quality, and the results we found were quite concerning in our opinion. When we read through reviews of Brilliant Earth on Trustpilot on the 18th of December 2024, they had 294 reviews overall, and 51% of them were rated one star out of five. We were concerned to find that 22% of the one star reviews mentioned product quality issues.
We found that reviews mentioned issues such as loose centre stones, stones falling out, and settings cracking and breaking. In our opinion, these are serious concerns that should be carefully considered before making a purchase from Brilliant Earth. A ring should maintain its integrity under normal wear, and we find that these recurring issues indicate potential shortcomings in craftsmanship or quality control. We have provided some of these reviews for your reference.
We found the unboxing experience for our Brilliant Earth ring to be neither good nor bad. The thin cardboard outer packaging made up a significant portion of the overall packaging, which, in our opinion, made it feel a lot less premium. The wallet that held all of the important documents was simply stuck to the lid of the outer postage packaging, and held a sales invoice, insurance pamphlet, and company brochure. Although there was no physical diamond certificate included, Brilliant Earth was willing to provide us with a digital certificate upon request. We found the white jewellery box with its sleek Brilliant Earth logo and striking blue interior impressive at first glance, but we were concerned to see that the ring itself wasn’t securely positioned and had shifted substantially inside the ring box. Although all of the materials used to make the ring box came from responsibly managed, FSC-certified forests, it felt lightweight and flimsy in our opinion. Beneath the ring box was a hidden compartment containing a complimentary pair of earrings and jewellery cleaner.
Upon unboxing the ring, we assessed the polish before it could be damaged by handling. As we initially inspected it, we considered the polish to be decent, but when we looked closer through the 50x microscope, we noticed areas that needed additional polishing, particularly the prongs on both the centre and melee stones. The joints beneath the hidden halo seemed poorly polished, further detracting from the ring’s finish. The shank was uneven, wobbly, and had a large scratch that was visible to our naked eye. One part was unpolished, and the back outer side of the shank had a noticeable pit. We also weren’t impressed by the inside of the ring. It had rough cast lines, unfinished areas around the melee stones, and a generally scratchy finish. In our experience, these imperfections point to a ring that wasn’t properly emeried or prepared before polishing, leaving it far from the standard we expect at Compare Jewellers.
When we conducted our in-depth quality control test, we were glad to see that the centre stone’s claws were symmetrical and correctly angled, and that the centre stone was sitting completely centrally to the setting. There were also metal cutouts underneath the melee stones to allow for effective cleaning. We did, however, come across quite a few issues. The centre stone claws hadn’t been sharply cut, and didn’t sit flush to the face of the centre stone, leaving them at risk of catching on clothes or other materials. A large amount of metal had been removed from the sides of the centrestone claws, and it looked to us as if they hadn’t been properly cut to fit the stone. When it came to the hidden halo, the claws were flat, improperly rounded, and were bumpy and uneven, with insufficient metal securing some of the stones. In our opinion, this left them at risk of falling out. The bottom of the band was thinner in comparison to the rest of the band, with porosity in this area indicating that the ring had likely been resized. We were further disappointed to see cracking in the metal near the bridge of the ring, which can be a sign of structural weakness. These flaws detract from the ring’s long term durability, placing the ring at risk of being damaged if intentional or even accidental force is applied to the weaker points
When we rubbed a cloth over the face of the centre stone, it caught slightly on one claw, which we expected when we saw that it wasn’t sitting flush to the centrestone.
Before we dropped the ring on the ground, we noticed that two melee stones and some stones in the hidden halo were already loose. In our opinion, stones shouldn’t be loose before a ring is even worn for the first time. After we had dropped the ring five times from a height of one metre, the centre stone had become loose, and the hidden halo also loosened slightly. By the tenth drop, there were four melee stones that had come slightly loose. This test and the resulting loose stones confirmed some of the setting vulnerabilities that we observed in our earlier inspection
When we bent back a claw on the ring, it revealed what seemed like a weak spot where the metal was noticeably thinner at the back of the claw. While the metal behaved as we expected under such significant stress, the claw’s lack of resistance revealed the weakness that can occur when too much metal is taken away from the centre stone claws.
The band was stamped with the advertised metal type, and when we cut through the band, we were pleased to discover that the metal was solid.
We found Brilliant Earth’s overall value to be below average when compared to the rest of the jewellers we researched. In order to assess the value of a ring, we take into account the price of the ring, the quality, the shipping policy, the cost of repairs and servicing, the cost of resizing, and the cost of duties and taxes. We weight each category accordingly to ensure that our ratings are accurate and reflective of the overall value of a jeweller’s offerings.
When we compared the cost of their rings with the average cost of the other rings we researched, we found Brilliant Earth to be approximately 5% more expensive. Brilliant Earth has shipping and cleaning/servicing policies that are above average, as well as a duties and taxes policy that is standard when compared to the other jeweller’s we’ve researched. However, their resizing policy falls behind, and public customer reports mentioning low ring quality detract from their overall value in our opinion. Overall, in comparison to the other jewellers we have reviewed, we consider the value of Brilliant Earth’s offerings to be below average.
When our 3rd party mystery shopper visited Brilliant Earth, they reported a mostly positive experience. The mystery shopper was greeted warmly at the door, and the consultant addressed them by name, starting the appointment on what we consider to be a positive note. The consultant displayed an adequate amount of product knowledge and was transparent about pricing, answering all of the mystery shopper’s questions.
However, the mystery shopper reported that the consultant didn’t give them their full attention throughout the appointment. Despite this, they responded to the shopper’s enquiries effectively and asked constructive questions in order to understand the mystery shopper’s preferences. On the whole, the mystery shopper shared that they had a good experience.
The experience we had with online communication at Brilliant Earth was neither good nor bad in our opinion. Their responses to our email and online chat enquiries were always efficient. However, the effectiveness of their responses varied. At times, we needed to send a follow-up question in order to clarify a vague or absent response to a previous enquiry. Despite this, booking confirmation emails were promptly sent and contained all of the necessary information. In our experience, though Brilliant Earth may not be completely forthcoming with information, they are generally easy to get into contact with compared to some of the other jewellers we have researched.
To gain a thorough understanding of Brilliant Earth’s customer service, we read through customer reviews mentioning the service they received, and found them to cite a mix of excellent and concerning experiences. There were plenty of mentions of good quality service, such as sales consultants listening actively and providing personal recommendations, which was encouraging.
However, reviews highlighted issues such as buyers being treated poorly, disinterested and rushed sales consultants, and problematic online customer service, including unreturned calls, cancelled appointments and unanswered emails.
We sent a mystery shopper to a Brilliant Earth store to give you a better understanding of what they offer. The mystery shopper found the experience to be mostly pleasant. They were greeted warmly at the door, and the consultant addressed them verbally, starting the appointment promptly and on a positive note. The consultant displayed an extensive amount of product knowledge, which is always helpful in our opinion.
Unfortunately, they didn’t maintain consistent eye contact or give the mystery shopper their full attention throughout the appointment, with much of their attention directed to their computer and other staff members. Despite this, they responded to the mystery shopper’s questions effectively and asked appropriate questions in order to understand the shopper’s preferences. They also didn’t apply any pressure to make a purchase. On the whole, it seemed to be a good experience, but wasn’t anything special.
The mystery shopper considered the atmosphere to be pleasant, with a relaxed environment, appropriate temperature, and suitable background music at an agreeable volume level, making for an enjoyable experience in our opinion.
We found Brilliant Earth’s store design to be relatively updated based on pictures, featuring light-coloured wood and marble-like decor.
The range of display items was acceptable in our opinion, with the mystery shopper reporting a range of between 10 and 50 engagement rings on offer. The products were displayed well, making it easy to view them. The mystery shopper also discerned that most, if not all of the rings were made out of real precious metals and gemstones, rather than cheap alloys or diamond simulants such as cubic zirconia.
The standard length for appointments at Brilliant Earth is 50 minutes, which, in our opinion, allows more than enough time for an engagement ring appointment. Additionally, the store was easy to find. The mystery shopper also described the appointment as being suitably private, and reported that the temperature in the room was comfortable.
During the appointment, the consultant was effective in explaining pricing and answering the mystery shopper’s questions about their products. The consultant also educated the mystery shopper on the 4Cs of diamonds, in consultation with a poster. Unfortunately, they didn’t explain their crafting process.
Brilliant Earth didn’t permit us to add an engraving due to the band width of their ring being too thin. We found it concerning that they would make a band so thin that it can’t be engraved, as the particular ring we purchased was housing accent stones.
Although it was a little difficult to change the ring size, this was successful in the end.
Brilliant Earth didn’t send us a CAD prior to beginning the crafting process, and they additionally didn’t send us a video of the completed ring before shipping it to us.
Brilliant Earth provided us with a completion date for the ring, however, they didn’t provide us with an estimated delivery date at the time of purchase.
We found Brilliant Earth to have a relatively updated and well-organised website layout. In our opinion, the extensive and intuitive menu system makes navigation straightforward, although some titles can be difficult to read due to the colour of the background. One feature we found frustrating is that every time the metal colour on a ring is customised, the ring page reloads. In our experience, the site can take time to load, and while the footer menu is good, product pages can be difficult to view easily, as images can’t be expanded. The mobile version of the website resizes well but is still a little slow, and the mobile menu system could use some improvements to enhance functionality in our opinion. However, we found navigating between product images to be smooth, which we consider to be a plus for mobile users.
When it comes to Brilliant Earth’s imagery, we found that the quality isn’t worse or better than the majority of the other jewellers we’ve reviewed, with a glossy representation of precious metals, and rather pale depictions of diamonds. The dial showing different carat sizes on the same ring is quite helpful in our opinion, although there could be more angles of the products. The lifestyle images and videos seem to be of high quality, although sometimes the rings are shown too far away in our opinion, making us find it difficult to get a good look at the product. On top of this, we found that the images couldn’t be expanded to allow us to see the rings up close, meaning that customers may not be able to access all the detail they need about Brilliant Earth’s designs from the website alone.
We found Brilliant Earth’s website to feature well-written and easy-to-understand copy. The product descriptions are clear, and the signposting is excellent in our opinion. We consider their blogs go above and beyond to provide helpful information, and the FAQ section to be notably thorough. The educational material covers the characteristics of lab grown and mined diamonds, how to choose a diamond, the 4Cs, fluorescence, metal characteristics, stone shapes and colours, and how to determine ring size. However, we consider that they could improve by including more detailed information about how they customise their rings, and they could go into more depth on the many characteristics of diamonds. Overall, they present an education section that is more thorough than many of the other jewellers we have researched.
Booking an appointment through Brilliant Earth’s website was straightforward in our experience. After booking, we received an immediate confirmation email, which reassured us that the booking had successfully been made and gave us a record of details for future reference.
Brilliant Earth includes the prices of all of their products on the website, and the online payment process is straightforward in our opinion. They have an extensive number of payment options available, and offer Affirm and Wells Fargo as financing options. Additionally, we found that they don’t offer copious amounts of discounts on their website.
The experience we had with online communication at Brilliant Earth was rather mixed. Their responses to our email and online chat enquiries were always efficient, done within the same business day at the very latest. However, the effectiveness of their responses varied. At times, we needed to send a follow-up question in order to clarify a vague or absent response to a previous enquiry. Despite this, booking confirmation emails were promptly sent and contained all of the necessary information. In our experience, though Brilliant Earth may not be completely forthcoming with information, they are generally easy to get into contact with.
We promptly received a booking confirmation email after scheduling our appointment. This email included relevant details, ensuring we were well-prepared for our visit. We appreciated this.
When we read through customer reviews about Brilliant Earth’s online communication, we found them to be largely negative, with many communication-related reviews accompanying ratings of 2 stars or under. Customers reported difficulties in contacting the customer service team, sharing complaints about unreturned emails and unanswered phone calls. We find these types of issues very concerning, as enquiries or refunds and returns can’t be adequately fulfilled if no one responds. This can in turn cause financial or emotional stress for clients, which isn’t something that we would want to be experiencing during a special moment like an engagement.
Brilliant Earth offers a lifetime manufacturer’s warranty. A manufacturer's warranty typically covers defects in materials and workmanship, providing repair or replacement for flaws arising from the manufacturing process. However, it generally excludes damage from accidents, misuse, normal wear and tear, or unauthorised repairs.
The Brilliant Earth lifetime manufacturer’s warranty doesn’t cover the discolouration of precious metals, which is important to be aware of, and raises our concerns about the quality of the precious metals used in their rings. The details of the warranty are clearly outlined on their website, making it easy for you to understand what isn’t covered. For further clarity, we reached out to Brilliant Earth to see what would be covered under the warranty, and one of their representatives confirmed that it would cover repairs for manufacturing faults like the wrong finish, scratches when the ring is received, loose centre stone or accent stones, or misaligned prongs.
Brilliant Earth’s return policy allows you to return an engagement ring if it hasn’t been worn, resized, or customised within 30 days of production. Engraved items can also be returned, but incur a USD$65 fee for removing the engraving. We found this policy easy to locate on the website, and their comprehensive FAQ section provides additional clarity in our opinion.
Brilliant Earth offers free resizing within 60 days of purchase. After this period, a fee is required for any further resizing. In our opinion, an extension to this timeframe would allow you to gain a deeper understanding about how your ring fits after wearing it through multiple seasons.
We couldn’t find detailed information about Brilliant Earth’s cleaning and servicing on their website or in customer reviews. Upon inquiry, we learned that Brilliant Earth allows their clients to bring rings to any of their stores for complimentary ultrasonic cleaning, which is an excellent service. However, the sales consultant didn’t mention if they offer any polishing or rhodium plating services. If a ring needs to be inspected, clients can call the company, and they will provide a shipping label to aid in sending the ring to a workshop. This service is convenient, though not prominently detailed on their website.
When it came to reading through customer reviews focused on the post-purchase care offered by Brilliant Earth, we found them to be rather negative (accompanying ratings of 2 stars and under). Customers reported difficulties in acquiring refunds or processing returns, with instances of orders being cancelled without communication. Issues with resizing were also common, and customers often faced challenges in contacting the company to arrange for resizing or other services.
One of the ways we consider an excellent jeweller separates themselves from the rest is through the treatment of their customers after a purchase is made. These problematic reviews seem to indicate areas where Brilliant Earth may need to improve their post-purchase support, and we recommend that you take this into consideration prior to making a purchase. We have included some of these reviews for your reference.
During the appointment, the sales consultant was effective in explaining the prices of the rings. The consultant educated the mystery shopper on the 4Cs of diamonds, using a poster to demonstrate. They explained what was customisable, but didn’t explain the crafting process, which would have been helpful to know in our opinion.
We found Brilliant Earth’s website features well-written and easy-to-understand copy. The product descriptions are clear, and the signposting is excellent. In our opinion, their blogs go above and beyond to provide helpful information, and the FAQ section is notably thorough. The educational material covers the characteristics of lab grown and mined diamonds, how to choose a diamond, the 4Cs, fluorescence, metal characteristics, stone shapes and colours, and determining ring size. However, we consider that they could improve by including more detailed information on depth and table, inclusions, bow-ties, ratios, their customisation process, and how to read a diamond certificate.
There was no mention of the crafting process or the impact of bespoke design choices during the mystery shopper’s in-person appointment. In our opinion, including this information could significantly enhance the educational value provided to you, helping you to understand what goes into creating your unique piece.
Brilliant Earth’s offerings feature their Carbon Capture Collection, which creates lab grown diamonds out of carbon before it’s released into the atmosphere. At the time of our research, there were just over 1,000 Carbon Capture diamonds available, out of the more than 460,000 diamonds in the Brilliant Earth range. According to the 2024 Brilliant Earth Performance Report, at the end of 2024, only 16% of their lab grown diamond collection was made with solar or wind energy, produced in a facility with green building certifications, had a sustainable product certification, or utilised green tariffs. In comparison to other companies which fully offset the carbon footprint of their lab grown diamonds, this initiative falls behind.
Brilliant Earth provides some information about the sourcing of their materials. Whilst they have an extensive range of lab grown diamonds, they also offer mined diamonds. They claim their “beyond conflict-free” standard for all mined diamonds surpasses the Kimberley Process by considering human rights abuses, responsible labour practices, and environmental damage by tracking stone origins. However, according to their 2024 Performance Report, only 15% of their mined diamond inventory was blockchain traceable. Additionally, they offer FSC-certified wooden ring boxes, which we are glad to see, and 85% of their paper-based packaging is made using 100% FSC recycled paper. Overall, we found that some actions to reduce the original production impact are evident.
Brilliant Earth stands out for their charitable contributions and community projects. They participate extensively in initiatives such as Moyo Gems and Fairmined, and have started their own foundation, The Brilliant Earth Foundation. This level of community engagement is commendable and aligns with our emphasis on the importance of ethical practices.
Brilliant Earth’s website states that each bespoke engagement ring generally takes 4-6 weeks to complete from start to finish. This timeframe is slightly faster than the production times of other jewellers we have researched, and is a valuable part of Brilliant Earth’s policy.
Brilliant Earth’s website mentions that they may be able to expedite certain orders for an additional fee. If you’re interested in this option, we’d advise you to contact them directly. This flexibility can be helpful for those who need their rings sooner than the standard production time, but we consider that more clarity regarding timeframes and associated costs could be provided on the website to ease the process of accessing this service.
We searched for customer reviews mentioning the production time, and found a few mentions of delays and inaccurate updates. These reviews suggest that while the stated production time is standard, experiences may vary in reality, and some customers may encounter delays. This is something to keep in mind, as the pre-planned nature of a proposal often relies on accurate crafting time predictions from the jeweller.
When it comes to customising an engagement ring, we found that Brilliant Earth offers an extensive range of diamonds with a high number of stone shapes and carat sizes. Settings can easily be paired with various stone shapes through the website, and we observed that you can easily customise features such as the number of claws or add hidden halos to certain settings.
The range of metals is rather limited in our opinion, with the options being 18k white and yellow gold, 14k rose gold, and platinum. An engraving service is available, but there is no way to visualise the engraving on the website, and no example of font options is provided. Additionally, band thickness can’t be customised through the website. Overall, we consider Brilliant Earth to offer a good range of customisation options, with some room for improvement.
When it comes to the process of customising a ring through Brilliant Earth’s website, we found it to be mostly straightforward. In our opinion, it’s easy to understand the aspects of the ring that can be customised, and we consider the ability to visualise different stone shapes and carats with chosen settings to be helpful for those who want more reassurance about what their finished ring would look like.
However, we consider that the process for selecting a diamond could be improved by representing the stones better visually. The high number of pages that shoppers are required to navigate through when customising metal colours is also a point for improvement in our opinion. Overall, Brilliant Earth offers a good customisation experience from our perspective.
During the mystery shopper’s appointment, the sales consultant mentioned that they could choose their diamond, the engagement ring design, and the metal type, but didn’t explain custom options beyond this. This lack of detailed in-person guidance is what we consider to be a missed opportunity to enhance the overall experience.
Brilliant Earth offers a lifetime manufacturer’s warranty, which is listed on their website. A manufacturer's warranty typically covers defects in materials and workmanship, providing repair or replacement for flaws arising from the manufacturing process. However, it generally excludes damage from accidents, misuse, normal wear and tear, or unauthorised repairs.
The Brilliant Earth website lists the circumstances in which the warranty is not active, such as metal discolouration, bending prongs, or lost gemstones. To further clarify what is covered by Brilliant Earth’s lifetime warranty, we reached out to a representative. They confirmed that the warranty would cover manufacturing faults like the wrong finish, scratches on the ring when it’s received, loose centre stones or accent stones, or misaligned prongs.
We found that Brilliant Earth’s website clearly presents the warranty details, making it easy for you to understand what is covered and how to claim the warranty if needed.
Brilliant Earth’s website states that they offer free shipping on all orders within the US, UK, Canada, and Australia, including free shipping on returns. However, they don’t cover import taxes on international orders, which, in our opinion, can add significant costs for customers outside these regions. If you would like to read more about how Brilliant Earth takes care of their international customers, we recommend that you read the International Accessibility section.
Customer reviews that we found regarding Brilliant Earth’s shipping were quite concerning. It’s worth noting that shipping is often not in the control of the jeweller, but we still know it is valuable to share what we have found.
Customers reported repeated delays, including for rings that were sent back for resizing. These issues can add stress to the purchasing experience because proposal timing is crucial given its surprising nature in many cultures. We have included some of the reviews for your reference.
Brilliant Earth’s return policy allows you to return an engagement ring if it hasn’t been worn, resized, or customised. This must be done within 30 days of production, which seems to be the most popular return timeframe amongst the jewellers we have researched. Engraved items can also be returned, but there is a USD$65 fee for removing the engraving.
Brilliant Earth's website provides a return policy that we found fairly easy to find, supported by a comprehensive FAQ section. It’s our opinion that this transparency helps you to understand your rights and the conditions under which you can return your purchase, which is crucial for building trust.
Brilliant Earth lists their international shipping destinations online. They include Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua and Barbuda, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Barbados, Belize, Benin, Bermuda, Bonaire, Saint Eustatius and Saba, Bosnia and Herzegovina, Botswana, British Virgin Islands, Brunei Darussalam, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cayman Islands, Chad, Congo, Cook Islands, Costa Rica, Cote D’Ivoire, Curacao, Czech Republic, Denmark, Djibouti, Dominican Republic, East Timor, El Salvador, Estonia, Ethiopia, Faroe Islands, Fiji, Finland, French Guinana, French Polynesia, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guam, Guernsey, Guinea, Guyana, Haiti, Honduras, Hong Kong, Iceland, Ireland, Isle of Man, Israel, Italy, Japan, Jersey, Kazakhstan, Kenya, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Liechtenstein, Lithuania, Luxembourg, Macau, Malawi, Malaysia, Maldives, Marshall Islands, Martinique, Mauritania, Mauritius, Micronesia, Moldova, Mongolia, Montenegro, Morocco, Mozambique, Namibia, Nepal, Netherlands, Netherlands Antilles, New Zealand, Nicaragua, Nigeria, North Macedonia, Northern Mariana Islands, Norway, Oman, Pakistan, Palau, Panama, Papua New Guinea, Philippines, Poland, Portugal, Puerto Rico, Qatar, Reunion, Rwanda, Saint Kitts and Nevis, Samoa, Senegal, Serbia, Singapore, Sint Maarten, Slovenia, South Korea, Spain, Sri Lanka, St Martin, Suriname, Swaziland, Sweden, Taiwan, Tanzania, Thailand, Togo, Tonga, Tunisia, Türkiye, Turkmenistan, Turks and Caicos Islands, Uganda, United Arab Emirates, United Kingdom, United States, Uzbekistan, Vanuatu, Vietnam, Wallis and Futuna Islands, Zambia, and Zimbabwe. They offer free FedEx shipping on every US, Canadian, UK, and Australian order. They don’t ship to PO box addresses, and signature is required upon delivery for orders of over AUD $500.
Brilliant Earth insures every shipment, which is excellent in our opinion.
According to our research, Brilliant Earth doesn’t cover customs processes or import duties for most international clients. They also maintain that other than GST/PST/HST, there are no additional import duties for orders shipped to Canada and Australia. For orders shipped to the UK, Brilliant Earth collects the relevant duties for each order.
Brilliant Earth’s website didn’t have any information about service-related shipping costs, so we reached out to a sales representative to gain more information. They confirmed that shipping both ways for a service such as a resize should be approximately AUD$50, paid for by the customer. We’d recommend reaching out to Brilliant Earth to collect the information needed for your specific location, prior to making a purchase from them.
There was no information about local servicing options on Brilliant Earth’s website when we conducted our research, so we reached out to a sales representative. They confirmed that they don’t have partner jewellers overseas and that customers need to send their rings back to be serviced for resizing, polishing, and repairs. They also confirmed that customers can opt to have ultrasonic cleaning done at another local jeweller without voiding the warranty.
A sales representative confirmed that shipping takes approximately four days but is reliant upon their courier, FedEx.
At the time of our review, Brilliant Earth had an average rating of 3.9 stars across thousands of reviews on Google for over 30 stores. A lot of customers seemed to appreciate their ethical and environmental commitments and the in-store experience, which we find encouraging.
However, there were also a number of concerns about the quality of the rings at Brilliant Earth, reporting issues like loose stones, incorrect sizing, and issues with delivery, returns, and other post-purchase care services. We also encountered reports of coercion and threats to not assist clients with product quality concerns if negative reviews weren’t removed from third-party platforms, which we find concerning. Product quality and post-purchase care are major categories in our opinion, and repeated negative reviews (accompanying ratings of 2 stars and under) in these areas should encourage you to carefully consider the pros and cons of making a purchase at Brilliant Earth. We have included these reviews for you to read through.
When we reviewed Brilliant Earth, their Trustpilot rating was 4 stars, based on approximately 600 reviews. On Consumer Affairs, they had a rating of 1.9 stars, based on nearly 300 reviews. Customers expressed disappointment in the customer service, particularly during and after the sale. Issues with resizing, product quality, stones falling out, and delays in getting resizes or shipments were common complaints.
Reviews about Brilliant Earth’s customer service featured positive reports (accompanying ratings of 4 stars and over), however, we also found quite a few negative customer service reviews (accompanying ratings of 2 stars and under). Some customers mentioned good quality service, friendly staff, and enjoyable appointments, which we found encouraging.
However, there were reports of poor treatment, disinterested and rushed sales consultants, and problematic online customer service, including unreturned calls, cancelled appointments and unanswered emails. We recommend that you take this inconsistency into consideration before making an appointment booking.
Reviews regarding Brilliant Earth’s online communication left much to be desired in our opinion. There were a number of customers who reported difficulties in contacting the customer service team, with frequent complaints about unreturned emails and unanswered phone calls. We consider this lack of responsiveness to be particularly problematic when dealing with product issues or initiating returns, so we included some of the reviews we found for you to look through.
Customer reviews focusing on the post-purchase care offered by Brilliant Earth were predominantly negative (accompany ratings of 2 stars and below). Customers reported difficulties in receiving refunds or having returns processed, also citing instances of orders being cancelled without communication. Resizing issues seemed to be common. We find this concerning, because, in our opinion, this isn’t an issue you can foresee before making a purchase.
We also discovered customers saying that Brilliant Earth wouldn’t move forward with grievance processes unless they removed a negative review, or declared they wouldn’t post one, which raises our concerns.
We searched for customer reviews mentioning the production time, and found a few mentions of delays and inaccurate updates. In our opinion, these reviews suggest that while the stated production time is standard, experiences may vary in reality, and some customers may encounter delays. This is something to keep in mind, as we find that the pre-planned nature of a proposal often relies on accurate crafting time predictions from the jeweller.
We found customer reviews regarding Brilliant Earth’s shipping to be quite concerning. It’s worth noting that shipping is often not in the control of the jeweller, but we still know it is valuable to share what we’ve found.
Customers repeatedly reported delays, including for rings that were sent back for resizing. These issues can add stress to the purchasing experience, especially when proposal timing is crucial. We have included some of the reviews for your reference.
Brilliant Earth’s Glassdoor rating at the time of our research was 3.0 stars based on over 400 employee reviews. Employees generally stated that they enjoyed the friendly work environment and the company’s ethical focus, which is great to see.
However, employees criticised management, human resources, staff turnover rates, and product quality. We find this to be concerning, and we have included some reviews for you to read over.
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.
