Brilliant Earth is a well-known name in the jewelry industry today. Launched in 2005, the brand places great emphasis on and centers its marketing around the buying and selling of ethically sourced diamonds.
This tagline has played a pivotal role in making Brilliant Earth a major player in the world of luxury jewelry, as has its massive inventory of natural and lab grown diamonds.
It is important to mention, however, that not all publicity surrounding Brilliant Earth has been positive.
Over the years, dedicated customers of the brand have voiced their concerns and complaints regarding their unpleasant experiences with Brilliant Earth.
This article contains some of the most common issues that customers have faced during their dealings with Brilliant Earth.
Delayed Shipping and Delivery
Perhaps the most frequent complaint regarding Brilliant Earth is their inefficient and delayed delivery.
Many customers have reported that they did not receive their items on the date promised by the brand, and faced delays of up to 2 months.
A delay in the delivery of a ring or diamond can be particularly frustrating when you need it for a special occasion or as a gift.
This is made worse by the fact that the brand fails to provide accurate information or timeline about the shipping.
Some customers have even complained that the sales representatives have lied to them about the shipping dates, which is a serious red flag.
Grading Certificates Not Provided
Another common issue faced by the customers of Brilliant Earth is that they did not receive GIA certificates with their diamonds, even though Brilliant Earth claims to provide them with the purchases.
Upon inquiry, the brand representatives have been unable to provide a satisfactory explanation to most of the concerned customers.
This also raises questions on the integrity of the brand, as well as the authenticity of their diamonds.
Thin Shanks and Prongs
There have been numerous reports regarding the substandard quality and poor craftsmanship by Brilliant Earth.
A specific area of concern has been that the band of the rings and the prongs are made with very little metal and are extremely thin and fragile. This is, obviously, a cheap cost-saving tactic common among jewelry retailers.
As a result, they break on even the slightest impact. There have been reports of the prongs, as well as the whole stone part breaking apart from the shank just days after buying the ring.
Loose Stones That Fall Out
Speaking of poor craftsmanship, the stone setting of many jewelry pieces of Brilliant Earth have left quite a few customers frustrated.
There have been instances of ill fitted stones that move out of place. Matters get even worse when the stones fall out due to the poor setting and get lost.
Furthermore, there have been reports of stones missing from the jewelry when received by the customer.
Lack of Effective Communication with Customers
The customer service of Brilliant Earth has faced massive backlash over the past years by a large number of infuriated customers.
Many of them have experienced inefficiencies on behalf of these representatives, who fail to provide adequate information and are not helpful for the concerned customers.
There have also been instances of contradictory information provided by the customer service agents, as well as an unprofessional, impolite and condescending attitude.
Some people have also cited that they did not receive any response, at all, from Brilliant Earth regarding their queries and concerns, despite repeated attempts at contacting them.
Inability of the Brand to Take Responsibility
Another common bad review that Brilliant Earth has received is regarding their inability to take responsibility and address the grievances of their buyers.
Many customers have noticed that when they take their products for warranty claims, the brand refuses to recognise the manufacturing defects and demands a fee for their repair and services. This can be particularly distressing.
Moreover, customers who post bad reviews and experiences online are offered services on the condition that they sign a nondisclosure agreement, which refrains them from citing their experiences.
This practice has been widely criticized and labeled as an undignified act.
Delivery of Incorrect Items
Imagine the disappointment when you place an order and wait for a product for a long time, only to receive it in the wrong size or design.
Well, some customers of Brilliant Earth have experienced this as well.
Furthermore, there have been instances when some parts of the order were delivered while others were left out, leaving the buyers frustrated.
There have also been complaints of the brand delivering a diamond with a lower quality and grade than the one ordered and paid for.
Conclusion
Brilliant Earth undoubtedly has a few qualities that grab a buyer’s attraction quickly, including the ethical sourcing policies, catchy website and a huge inventory.
At the same time, however, it is imperative to keep in mind that the experiences and complaints of the customers stated above are grave, and raise a lot of questions about the brand’s credibility.
Matters are made even worse by the fact that the brand does not stand behind their products or their policies.
Keeping in view both the pros and the cons, it is advisable to opt for safer options to buy your jewelry. I would personally recommend you take your business to James Allen, which is an extremely authentic brand and seems to genuinely care about its customers.
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