This was my first time visiting Brilliant Earth store in Seattle with my partner. We had a spectacular experience with Nathaniel! He was very well prepared (he read my appointment notes very carefully before my visit and took out the settings I specifically requested), professional, good listener, and knowledgeable in his expertise! We feel respected and feels comfortable to provide our inputs without judgement.
We had previous unpleasant experiences with other stores and we felt intimidated by the sales associates (such as being questioned in our abilities to determine the difference between diamond grades and being talked down to in regards to diamond knowledge). We did not feel that at all at this store with Nathaniel! We absolutely recommend anybody to book an appointment with Nathaniel or just walk into this store and give it a try!
Do NOT shop here!!!
My fiancé did her research and liked Brilliant Earth. So we went in and spoke to a rep. The rep was nice and told us that we can put a deposit on the ring. We’ll be able to check it out and if it was not perfect then we can return it. Sounds great! Right!? Well…. NO!
After they took over $7,000 in deposits, I received no update on anything. They went complete ghost. I received a call from them saying that I had 2 days to issue a refund if I want when there was no ring for us to check out! My fiancé had to go out of her way to go to the store to find out that the rep that was helping up left the company. No one updated us about anything or no one stepped in to say that another rep is going to take over. I felt trapped! I spoke to Caleb Koehler, branch manager, and I explained how they dropped the ball and really messed. All he could offer were blank and meaningless apologies. I got my refund back and will NEVER come back.
I went in a month prior to put in the order so my fiancé and I wouldn’t have to worry about the ring when we need it in November but Brilliant Scammers ruined everything. They left us scrambling to find a new place to get a ring a month before our wedding!!
Horrible horrible experience and I HIGHLY advise everyone to stay away from this shop. What happened to us is unacceptable. This process is supposed to be a good and memorable experience because of what the ring symbolizes. They made it memorable but not for the right reasons. They soiled this experience. I don’t want anyone else to go through this!
I sent my ring in to get re-sized after we got engaged, and when I got it back in the mail it was missing an accent stone from the “secret halo.” My best friend also has a brilliant earth engagement ring, and she lost an accent stone from her band less than a month after getting engaged. I’m disappointed that they didn’t check the prongs or even ensure that all the stones were there before they sent it back to me!
Edit: Brilliant earth customer service (Sarah) gave me a call and were able to offer expedited shipping to get the ring fixed. I appreciate the help! Hoping this doesn't happen again!
