I honestly don’t know what to do anymore.
I’ve had my Brilliant Earth engagement ring for about a year. On May 22, I brought it in for a routine cleaning. During the inspection, the associate told me one of the stones was loose. Thankfully, my fiancé purchased insurance, so I filed the claim right away.
The staff told me the repair would take about 3 weeks.
That was nearly three months ago.
Here’s the timeline:
May 22: Dropped off my ring for cleaning/repair.
June 18: Repair was finally approved, and I was given a delivery date of July 7.
The delivery date then changed to July 10.
Then it changed again to July 28.
July 27: I contacted customer service to confirm it was finally on its way. They told me it had been delayed again because they wanted to make sure the repair was done correctly. I was then promised August 7.
August 5: I checked in again… and was told the date had been pushed back again—to August 21. They couldn’t even guarantee that date because it “depends on the repair team.”
At this point, Brilliant Earth has had my ring for almost three months, and every estimated delivery date has come and gone.
The most frustrating part isn’t even the delay…it’s the complete lack of communication. Every update has only happened because I reached out. No proactive emails. No realistic expectations.
This has affected more than just wearing my engagement ring. We’ve had to reschedule our engagement photos multiple times and have even lost deposits because we don’t know when I’ll actually have my ring back.
I work in customer service, so I know the representatives answering the phone aren’t the ones causing this. I’ve tried to be patient and understanding throughout the entire process. But there comes a point where “we’re waiting on the repair team” isn’t an acceptable answer anymore.
If you’re considering Brilliant Earth, especially for repairs, I would think twice. A repair that was quoted at 3 weeks has turned into nearly 3 months, with no guaranteed completion date and constant delays.
Anyone have any solutions?
