Messed up my order, sent me an entirely different diamond than the one I ordered. Talk about a huge waste of time. I had designed a custom men's wedding ring in cad around a particular diamond. Fast forward a week, the day it was supposed to be delivered. They never shipped it. I emailed, they needed to "Validate my identity" a full week after sitting on my order. They never let me know they were sitting on my order. They "validated me". They shipped it overnight, even though I said don't bother because I missed my window to get the rock to my jeweler. On delivery, I discovered they sent me the wrong diamond, on purpose ! Different color, GIA number, everything. Fast forward another 8 hours of lost time with endless emails, calls and waiting. I returned that crap. Went with another reputable company, B2C jewels for my diamond. Avoid with all costs ! Ruben, you're a smug waste of a person too. read more

Well I really don't know what to think right now. I love the rings here and the mission behind them but this location has been quite the pain to where I'm just about to give up and go purchase elsewhere and I haven't even been able to make it to the actual store yet! Both my boyfriend and I travel for a living and are home in Denver about 5-8 times a month. So getting our schedules to coordinate is one thing but having a location that never seems to have anything open to book and then to make it worse they are closed Monday's and Tuesdays?! What is this?! We've called over the last week and half to try and get things scheduled and they are either booked or closed. Absolutely ridiculous! They need to accommodate better! I have 5-8 times in the month available during the day to where I can come in and they have nothing available or are closed! read more

We were very pleased working with Stephanie. She kept bringing in additional settings until we found exactly what we wanted. We couldn't be happier with our experience. read more

I have been to the Denver location 3 times now and each time everyone is friendly, accommodating and helpful. The first two times were for my engagement ring resize, which was so easy and my ring came back faster than expected. Stephanie helped my fiancé with my engagement ring and she even came out to introduce herself to me and see the ring in person. I've also been in to shop for wedding bands with my fiancé. Evelyn was very helpful. She made accommodations to get a ring I saw online into the showroom for me to see in person. Each time I've been in I haven't felt pressured to make a purchase or rushed for time. read more

Great experience with everyone at Brilliant Earth. Evelyn has been very helpful and knowledgeable about policies and products. Store set up is beautiful, simple and relaxing. Ethics behind their products and industry are top notch. Great selection and quality. Couldn't be happier. Thanks Brilliant Earth and Evelyn! read more

This was the worst experience that I have had with a jeweler. I was told that I would be receiving my diamond studs in a few days and to follow the tracking number via email. The tracking number kept changing the delivery date every three days and it took over a month to get my earrings. When I received the earrings they said that there was a clerical error and that my earring weren't certified and that I need to send my earrings back in order to get certified. I will never go back here and will never recommend. read more

Absolutely horrible customer service. Took my engagement ring in to Cherry Creek store for resizing which was supposed to take 1-2 weeks. After not hearing anything for five weeks fiancé call several times and is told just another couple days. It finally escalates to someone who said it was lost! It never made it to the lab for resizing. All they offered was $150 off the purchase of another ring. We said not good enough and they came back with $250 off which is their friends and family discount. Down right insulting. read more

As the other reviews point out, Stephanie, goes above and beyond! I talked to her on the phone today and she made sure I was prepared for my appointment to get my wedding band. I looked at Brilliant Earths website and choose out a few rings I liked and she took down all the names and made sure they were at the shop for my appointment. I am so glad I got her on the phone! read more

We had an appointment at the Denver showroom this past weekend and we were so intimidated and nervous going in! But Evelyn was so friendly and patient and really cared about us and our ring! With her help we found the perfect ring with a lab created diamond and couldn't be happier! Thank you Evelyn and Brilliant Earth for such an awesome experience! read more

My fiancé recently purchased my engagement ring from Brilliant Earth. He ordered it online, not in store. That part of the process was fantastic - he said that customer service was extremely helpful and he had no trouble finding and diamond and setting that worked for us. I particularly like the settings that Brilliant Earth has; they have more options than other local jewelers. However, the biggest selling point for my fiancé was Brilliant Earth's commitment to conflict free diamonds. Unfortunately, the ring he ordered is too big (which I imagine is a common problem with engagement rings). I contacted Brilliant Earth to inquire about resizing. I was told that they do not have a jeweler in store, and that my ring would have to be sent to San Fransisco in order to be resized. The time frame I was quoted was THREE TO FOUR WEEKS. I find this appalling and of extremely poor customer service. I think I speak for all newly engaged women when I say that I am NOT okay with sending my ring to another state for a month, in the mail, for a simple procedure that should take less than an hour. I do not understand the purpose of Brilliant Earth having a showroom in Denver without having a jeweler on staff. A jeweler that can handle simple resizes and repairs is what I would consider to be the bare minimum for any diamond showroom, but especially for a premium showroom in Cherry Creek. I asked the customer service rep if I could have the ring resized at a local jeweler. She said that if I did that, I would void the warranty. So my choice is to forfeit my warranty, or send my $8000+ ring in the mail to another state for a month. My ring and my diamond are absolutely stunning; I wish Brilliant Earth's customer service matched the quality of their products. read more

The customer service at this location is truly second to none. You can buy a diamond ring anywhere; at Brilliant Earth, the sales team will help you find exactly what you're looking for, and make the process of finding your ring enjoyable, exciting, and easy. What's more, is you'll know that your diamond was sourced ethically and conflict-free. I inquired about an engagement ring for my fiancé online and was directed to Rachelle, who spent hours upon hours helping me decide on a setting and diamond. Countless emails went back and forth over the course of a month until I made a decision. I live in Alaska, and required a particular delivery service to be used. Rachelle worked through this with me quickly and painlessly. When I received the ring, I found it to look slightly different than what I expected from the online photo (to no fault of Brilliant Earth, things just look different in person.) Rachelle quickly set up a return and exchange for a different setting, again through my required delivery service. When I finally proposed (on a beautiful Alaska evening on top a mountain) I found that the ring was just a little bit too big. Arranging to get it resized was no issue at all. To say the least, I was a high needs customer throughout his process. Rachelle and the whole team were exceptionally responsive and pleasant to work with from start to finish. The ring is beautiful, ethically sourced, and was a joy to purchase. Thank you Brilliant Earth, I recommend you to all my unmarried friends! read more

Brilliant Earth was amazing! My boyfriend and I booked an appointment and met someone at the desk in their lobby. They have their mission up for everyone to see and understand what's important to them. We met with Jessica and she was very friendly and patient as my boyfriend and I don't know much about rings and this was our first stop. She answered all of our questions and did her best to be flexible with what was in our price range and what we ended up liking. I recommend this personal appointment with an employee if you've looked on their site. The only thing that was important to me about a ring before was that it was conflict-free because diamonds and metals contribute to several forms of trafficking around the world. But, Jessica helped us narrow it down to 1-3 options and immediately followed up with my boyfriend to give us some additional information about our options! Would definitely encourage everyone to look into purchasing from brilliant earth. read more

My boyfriend and I went in to look at some engagement rings. We both didn't really know what to expect and were a little nervous going into it. We sat down with Rey and she did a great job of making us feel comfortable right away. She let me try on a variety of settings until I found one that I loved! She also showed us and explained to us the difference between diamonds and moissanites. There was no pressure from her whatsoever to decide right there on the spot, which was nice. After we left she emailed us the options that we liked and gave us all of the information so we had it when we were ready to purchase. Overall, my boyfriend and I had a great experience! Thank you Rey! read more

Evelyn was great- knowledgeable, helpful, kind... she listened to what we were looking for and suggested the perfect ring! Thank you!

I bought my (now) fiancé her engagement ring and wedding band from Brilliant Earth online in anticipation of a surprise trip to Maui for the proposal. When the rings arrived I couldn't have been happier with them. They were even better looking in real life than they were online! I stashed them in a safe, secret place, and continued preparing for the vacation where I would eventually propose. In the days and weeks afterwards I would take them out and look at the sparkle underneath the lights when my girlfriend was at work. Long story short, the proposal went even better than planned, and, spoiler alert, she said yes! My fiancé was now the proud owner of a gorgeous engagement ring that she fell immediately in love with. Unfortunately I had got the ring size wrong and it was a bit loose on her ring finger! The next day we contacted Brilliant Earth and let the customer support team know our predicament. Since I had ordered the rings relatively early in relation to the proposal (because of the nature of the destination proposal) we were outside the 30 day return/refund window, but within the 60 day free resize window (current policies at the time of this review 12/04/2017). Because the band was intricate and included small diamonds on the top and extending down the sides of the bands it couldn't be traditionally resized and instead had to be remade. After a bit of correspondence between us and the B.E. customer support team explaining our situation we were able to get my fiancé's rings in the right size despite the inconvenience to B.E. I'd like to give a big shoutout to Cory and Kasey in the Denver office for giving us excellent customer support and making sure my fiancé has her dream bands that fit just right. read more

UPDATE: Ring was comped and returned a couple of weeks later. DO NOT SHOP AT BRILLIANT EARTH! This is the first negative review I've ever had to write about a business, as usually I'm pretty forgiving. But Brilliant Earth's practices are unjust and unethical so much so, that we decided to write this. At first, we were happy with our engagement ring and wedding band purchase. Now, 9 months later, My fiancé and I have documented over a month of back and forth communications with Brilliant Earth trying to just get our engagement ring polished. What they claim is covered under warranty is not, and they require you to pay for other repairs that are what they quote as "normal wear and tear" (such as the ring starting to form to your finger) in order for you to get your "free refurbishment" promised to us when we flew into our appointment and made another major purchase. (By the way, the needed refurbishment was due to the ring yellowing after a few months, which speaks to the poor quality of rings they sell. We have taken extremely good care of the ring and have followed all of the care instructions). We were promised a quick and easy "free polish" before our wedding and have instead had our ring withheld for over a month until we pay hundreds of dollars for an unnecessary "reshaping due to normal wear." In your experience with Brilliant Earth, expect to bounce around from employee to employee, and even if you do find an employee that's helpful, don't expect to get a consistent response from them, or be able to get ahold of them directly ever again. We've heard contradicting statements about payment versus covered on each phone call, and when we brought these contradicting documented statements to the manager, we were ignored. In fact, our ring was withheld for over a month, and it is now a couple of weeks before our wedding, forcing us to pay for an unneeded "reshaping of the round" that we did not consent to in order just to receive the ring back. We were looking for a simple ring free polish, what we got was unethical and unjust business practices, broken promises and poor customer service. We are extremely dissatisfied and would dissuade anyone from purchasing from this jeweler. read more

Terrible quality and customer service. Go to Tiffany's across the street instead. First- you may not enter the store without scheduling an appointment. Which I did- to return a cheap & over priced ring and to browse; I drove 45 minutes. The ring was made with diamond chips- they were so small they looked like malachite. I was permitted in, returned my ring, and then I was refused entry to the store because I did not have an appointment? I scheduled an appointment!! The pretentious valley girl at the podium said- " you don't have an appointment so you may not shop in the store." I explained I HAD asked for an appointment and had just driven 45 minutes and she still refused me entry. Not only was this demeaning and rude, but I was shocked that they were refusing a possible sale. This is the worst treatment I have ever encountered in any type of retail sales experience. Tiffany's has a reputation for the highest quality and customer service for a reason. You don't need an appointment, nor do they refuse prospective customers entry to their store. You are welcomed in with open doors. My experience with B.E. was terrible. I found the ring to be of low quality, and very over priced (which is why I returned it). I went across the street to Tiffany's, laid down some cash and went home with my new ring- which is gorgeous and of the highest quality. Thank you Tiffany's for treating me with respect. I chose well. :) read more

Dec 9 Fiancee has ring made Feb 19 Fiancee proposes Feb 28 My pinky finger begins to bleed because one of the prongs from the accent diamond is too tall and sharp March 15 take ring back to showroom to learn it is just a store front and they do not employ a real jeweler and it will have to be sent to San Fran to be looked at. Also the Willow set is their most popular ring and they have never heard of anyone else having problems oh yeah and it took my fiancee more than 30 days to propose so I am outside of the 30 money back garuntee they made sure to remind me that March 17 get a call from Sara explaining there is nothing they can do for the defective ring and offers me a 250.00 gem and metal credit (this is less than 5% of the purchase price). This is where I explained that is like buying 2 rings and if I was going to do that it wouldnt be with BE again. I then got a call from Mary Pat in their Chicago office after explaining the situation again for the 3rd time to a 3rd person she says she is going to talk to the production team and see if there are any creative solutions they can come up with. March 18-March 22 make several phone calls trying to get status and finally I find out Mary Pat has been out for her weekend and will be calling me back first thing in the morning finally get a call back at 1pm. Mary Pat explains the refurbish team will be tinkering with my ring but can not ensure the comfortability, in hopes that it changes my interaction from a 1 star to a 5 star. Long story short this company didnt care about my investment of almost $4000.00 and there was nothing they could do until I posted a Google review. I explained to her to just send the rings back immediatly I dont trust they are really going to do anything about the issue and I would just find someone local to correct the issue. So now they can have a 1 star yelp review as well. DO NOT TRUST HIS COMPANY read more

My husband and I had been looking for an anniversary ring using Brilliant Earth's website to get an idea of possible alternatives, I liked what I saw there better than most other rings seen online or in stores Given their attention to ethics, and a policy of no questions asked return within one month, we considered ordering two different styles that looked as if they would work. Just in time, however, they opened a Denver outlet in July 2017. We were able to look at a one-of-a-kind antique ring we liked (sent from their San Francisco store) and a dozen other rings of their own design. In the end, we chose a design similar to the antique ring I'd liked but had not noticed given the hundreds of available alternatives. It was ready within ten days, fit perfectly, and it is even better than I imagined. I have only written one other review in my life, but our experience at this store was so rewarding that I would like others to know about a source of diamond rings that really fits the ethos of Colorado. Brilliant Earths website details a commitment to recycling metal (also an environmental plus) and other practices that are important to us. On a more personal level, we found out that it is crucial to have a knowledgeable expert pay attention to the range of alternatives available and in our case help select and fit a new ring to harmonize with an existing one. Staff do not work on commission, as they do in many other stores. The store itself is friendly and calm. We especially appreciated Mary's interest in what this ring meant to us and her professionalism in helping us find a ring that will bring us a lifetime of pleasure. read more

While we live in New Jersey, we scheduled an appointment for when we were to be visiting Denver. The experience exceeded our expectations! That is saying something since we already regarded Brilliant Earth so highly due to the Beyond Conflict Free policy. It was very important to us to purchase our jewelry from a company who shares our values. Our appointment was with Kathlyn and she was wonderful! She was patient, explained everything, and had terrific suggestions. We were delighted with the entire experience! read more

I purchased a ring from Brilliant Earth for my now fiancé. I researched a lot of different jewelers and I could not find the type of unique ring I was looking for anywhere else. I love that they are ethically sourced and that they are LGBT friendly. I felt great about the ring and good about making a purchase with them. I ordered the ring and the package was not delivered on time. The FedEx site did not have a detailed update. I reached out to customer support via the chat feature and was assigned an agent, Emma, to discuss my problem. Emma quickly looked up my order and couldn't immediately give me an update. She advised she would reach out to the customer support team who would in turn reach out to FedEx to discuss. Emma took my phone number and advised someone would call me with an update. Hardly any time had passed and Emma called me herself to advise there was a misstep in delivery due to a FedEx error and my package would be a day late. I thanked Emma and advised I would check for the package tomorrow. Emma told me to call if there was anything else I needed tomorrow in regards to delivery. Emma provided exceptional customer service from start to finish. She was quick, knowledgeable and took ownership of my problem. She provided me with a quick and detailed update which I greatly appreciated. Being able to chat and talk with a human being vs. robotic prompts made my customer experience exceptional. Had Emma not handled my inquiry the way she did, I might have been more upset about the delayed delivery. However, the time she took to answer my question put me at ease with the late delivery and easily turned a 4 star review into a 5. My fiancé loves the ring. I feel great about the purchase and the customer service was outstanding! I will definitely be back! read more

Wonderful. Great experience with the knowledgeable staff! Highly recommend making an appointment and exploring all of their eco-friendly options. Only place in Denver with this environmentally friendly jewelry. read more

I purchased a lab created diamond from brilliant earth a couple weeks ago and just proposed to my girlfriend this past Saturday. It all started when a local Jeweler recommended brilliant earth for lab created diamonds. My girlfriend researched and found that your prices are among the best. My girlfriend and I had an appointment at your store in cherry creek with Evelyn Merithew. Evelyn was very helpful and cheerful. She provided fantastic customer service and she genuinely seems to enjoy her job. It was a little intimidating needing to be buzzed in twice just to meet with someone (I figured it would be way too expensive). Evelyn put my mind at ease and was very helpful. I did research into numerous lab created diamond providers and brilliant earth had the best prices. Evelyn continued to help me over email and I bought the diamond. It shipped much quicker then estimated. I am very happy with the beautiful diamond that I bought and my Fiancée loves it too! The only piece of feedback is that the website shows diamonds that are ideal or super ideal. However, after clicking on the report, the vast majority of those diamonds were only excellent cut. Additionally, the vast majority of the reports were from IGI which is not too reliable. However, I am very pleased with my experience with brilliant earth and give them a 10/10. read more