By Taty Arevalo on July 28, 2026 Verified by Google

Extremely disappointing experience with Brilliant Earth San Francisco. On June 10, my husband and I visited the San Francisco showroom and selected an engagement ring with a 1.5-carat round center diamond, with a total price of aprox. $4,000. The next day, we requested only one change: increasing the round center diamond from 1.5 to 2 carats. My husband was charged that day for approximately $2,000 (We never requested a different diamond shape or different ring)

After a month of waiting, we were told that an emerald-cut ring valued at more than $12,000 had arrived for us. That was not the ring we selected, requested, or authorized. We immediately told them that this was not our ring. After that, they stopped contacting us. They did not provide a solution, issue a refund, explain what happened to the approximately $2,000 already charged to my husband’s card, or give us any reliable information about our actual order.

Because no one was responding or giving us updates, I had to schedule another appointment and contact the company myself. After we explained the situation again, we were told to wait another three weeks. They later contacted my husband asking for additional payment, but we still have no ring, no refund, no reliable completion date, and no proactive communication.

Every time we contact them, we are simply told to wait another three weeks. An engagement ring should be part of a joyful and meaningful experience. Instead, this process has been stressful, confusing, and extremely disappointing.

It’s going to be 3 months after the original order and payment, and we are still waiting. Based on our experience, I cannot recommend Brilliant Earth, especially to anyone who needs their ring by a specific date and expect a pleasant, trustworthy experience during such an important and meaningful moment in their lives. The attached photos and email correspondence document the timeline and support everything described in this review.

By Angelinne Curi Cabrera on July 2, 2026 Verified by Google

My experience with Brilliant Earth has been amazing! I had the pleasure of being connected to Jay Tolimao, and he was absolutely wonderful. I believe you can tell a lot about a company by the people they hire to work with their customers. After my experience with Jay, it's clear this company prioritizes their customers and their experience. Jay was attentive, professional, made me feel heard, and provided me with the support I needed. I am beyond pleased with my purchases and the help from Jay and everyone at Brilliant Earth. Thank you so much!!

By Tim DiBiase on June 28, 2026 Verified by Google

The in-store staff is polite, but Brilliant Earth’s backend execution and customer service are completely disorganized, dishonest, and incredibly frustrating.

We chose them for my wedding rings specifically because they offered a "loaner ring" process while mine was being made. It turned out to be an absolute nightmare:

-Hidden Fees: When ordering, they snuck in a "rush fee" without telling me upfront. I only caught it because I audited the online total myself.

-Massive Inconvenience: It took 40 minutes of waiting just to pick up the loaner ring, and another 20 minutes to return it. Staff openly admitted their internal system for this is a complete mess.

-Held My Money Hostage: I returned the loaner ring promptly the Monday after my wedding so they would have their stock back. It took nearly 10 business days, multiple phone calls, and dealing with support agents who had "zero visibility" into their own system just to get my $350 deposit back.

When escalated, management flat-out refused to issue a partial credit to my pending order for the massive loss of my time. Instead, they offered a $250 gift card that customer service then told me couldn't even be fully applied to a $225 item without losing the balance. It is a premium price tag for a bottom-tier customer experience.

This has tarnished the brand for me, and I will avoid every buying anything from BE in the future.

By Jared Nelson on June 25, 2026 Verified by Google

I had an amazing experience at Brilliant Earth! From the moment I walked in, everyone was welcoming, professional, and genuinely invested in helping me find the perfect engagement ring. The entire process was incredibly simple, stress-free, and enjoyable.

A huge thank you to Lyss for providing exceptional customer service. She was knowledgeable, patient, and took the time to answer all of my questions without ever making me feel rushed. She made such an important purchase feel exciting and effortless, and her attention to detail made all the difference.

The engagement ring is absolutely beautiful and exceeded all of my expectations. I couldn’t be happier with my experience and would highly recommend Brilliant Earth to anyone looking for a high-quality ring and outstanding customer service. Thank you, Lyss, for making this such a memorable experience!

By Andrea Guerra on February 20, 2026 Verified by Google

The staff member that assisted us was amazing, Caroline Parent. We found everything we needed and are so excited to order our rings. The staff provided us with the highest knowledge and broke down the process in such a simple and costumer friendly manner. We went on Valentines and it truly was a great experience.