BUYER BEWARE: Do not put your ring setting in the hands of Brilliant Earth - as you will see from my review (among others on yelp) they have an awful track record when it comes to quality of their rings along with the customer service in dealing with these issues

Starting from the beginning: started shopping with my then fiance for rings - stumbled upon Brilliant Earth as I wanted a sapphire and they had a good selection, Gloria was great in helping me pick the setting I liked and catering to all my needs. About a week after having the ring, I realized the sapphire was loose (could tap and hear it moving but not serious enough to com off) - I put off taking it in until we went shopping for our wedding bands a few months later. They took it, tightened the prongs and apparently replaced one of the diamonds in the band for it had turned yellow (never got any clarification on why this happened at the time) and returned it to me at no cost.

Unfortunately, a few days later the sapphire was again loose in the same way (frustrated at this point that the problem wasn't fixed but in the middle of wedding planning and I had moved out of SF so I had no time to bring it in again).

Finally a few months after the wedding, one of my little diamonds in my wedding band fell out/disappeared, and again one of my little stones in my ring had yellowed. I decided to bring everything in to take care of at once. I was directed to Bridgette instead of Gloria and this is where things turn ugly.

I asked Bridgette if there was going to be any cost in these fixes since I assumed them to be ring issues and not something I had done (considering 2 of the 3 problems had occurred before), also noting my concern that I only had the wedding band for 3 months and stones were already falling off. She couldn't give me a straight answer in person and kept saying the charges would be "fair" - whatever that means. She called me the next day to say she had the jeweler look at my rings and assessed what had caused the problems. Big Surprise: nothing was their fault in the ring design and it was all blamed on me. Apparently my band rubbing against my engagement ring had caused the diamond to pop off - really? after 3 months of wearing the two together - that's great craftmanship. The yellowing diamond was "due to me washing it with some type of Clorox cleaner and it getting underneath the diamond" (I work for Clorox - interesting how they jumped to that conclusion) - I told her that the only product I used to clean my rings was the "Brilliant Earth" cleaner so if you're suggesting that is creating an issue please tell me to stop using that - Bridgette dodged herself out of those questions. And then the reason my sapphire was loose was wear and tear - no concerns about the fact that it's been like that from day one pretty much and no willingness to assess the fact that the prongs were not designed to hold my ring. BUYER BEWARE: Do not put your ring setting in the hands of Brilliant Earth - as you will see from my review (among others on yelp) they have an awful track record when it comes to quality of their rings along with the customer service in dealing with these issues

Starting from the beginning: started shopping with my then fiance for rings - stumbled opon Brilliant Earth as I wanted a sapphire and they had a good selection, Gloria was great in helping me pick the setting I liked. About a week after having the ring, I realized the sapphire was loose (could tap and hear it moving but not serious enough to com off) - I put off taking it in until we went shopping for our wedding bands. They took it, tightened the prongs and apparently replaced one of the diamonds in the band for it had turned yellpw (never got any clarification on why this happened) and returned it to me no cost. At this point I was happy with the customer service. Unfortunately, a few days later the sapphire was again loose in the same way (frustrated at this point that the problem wasn't fixed but in the middle of wedding planning and I had moved out of SF so I had no time to bring it in again until after the wedding).

A few months after my wedding, one of my litlle diamonds in my wedding band disappeared, and again one of my little stones in my ring had yellowed. I decided to bring everything in to take care of at once. I was directed to Bridgette instead of Gloria and this is where things turn ugly.

I asked Bridgette if there was going to be any cost in these fixes since I assumed them to be ring issues and not something I had done (considering 2 of the 3 problems had occurred before), also noting my concern that I only had the ring for less than half a year and stones were already falling off. She couldn't give me a straight answer in person but called me the next day to say she had the jeweler look at my rings and assessed what had caused the problems. Big Surprise: nothing was their fault in the ring design and it was all blamed on me. Apparently my band rubbing against my engagement ring had caused the diamond to pop off - really? after 3 months of wearing the two together - that's great craftmanship. The yellowing diamond was due to some type of household cleaning solution getting underneath the diamond (I work for a household cleaning consumer company - interesting how they jumped to that conclusion) - I told her that the only product I used to clean my rings was the "Brilliant Earth" cleaner so if you're suggesting that is creating an issue please tell me to stop using that - Bridgette dodged herself out of those questions. And then the reason my sapphire was loose was wear and tear - no concerns about the fact that it's been like that from day one pretty much and no willingness to assess the fact that the prongs were not designed to hold my ring. Bridgette didn't do or say anything to ease my concerns (like you are taught to do in a customer service setting) - she basically acted like me being charged for anything was out of her hands and that the "ring tells a story".

They want to charge me to fix all these issues now which I refuse to do. I'm really regretting having them do my settings and am planning on taking both of my rings to another jeweler to be assessed although like the others on here I think I know what the answer is going to be (they are designed and crafted poorly). So there goes more money down the drain to fix their errors.

The customer service has been awful since I paid them for my 2 rings - it's literally been night and day (they got their $ and now don't care to keep me happy). I'm sure these issues are going to keep happening, and I'm not going to risk paying them more money when they don't know how to fix the rings and will keep blaming the issues on me.

Yes, they have pretty rings, yes the staff is great in helping you design what you want, but at the end of the day - the quality of the rings is awful and you should spend your money elsewhere. They are nice to you until they get your $ and could care less afterwards. Go somewhere else - you know those other jewelers that do cleanings for free, yearly maintenance, fixes, etc without trying to nickel and dime you. I have 5-6 friends who have gotten rings in the bay area over the past year and none of them are having any issues with customer service or their ring quality - if you want a reco for these places let me know and I will be happy to pass along their information.

I gave Brilliant Earth the opportunity to fix these issues at no charge to make things right with me but they refuse. I advise anyone to avoid this place at all costs.

Check out yelp for other similar reviews as well as another woman on this site - this is not the first time this has happened.