One of the Worst Experiences I've Ever Had - DO NOT RECOMMEND!!!!! The entire process with Brilliant Earth has been a nightmare. What should have been a simple resizing turned into a months-long ordeal that has completely ruined special time in our lives and STILL end up with NO RING. To summarize a very long and frustrating story: On May 12, my boyfriend dropped off my engagement ring at the Santa Monica store (originally purchased at the La Jolla location) to get it resized. We were told the process would take a couple of weeks, but the ring wasn't ready until June 13, more than two weeks later than promised. When we went to pick it up, we were shocked to find that they had completely altered my ring, changing the metal from yellow gold to white gold. It was an entirely different ring. This wasn't a miscommunication, it was a major mistake caused by incorrect instructions submitted by Dimitri Nardini, the associate at the Santa Monica location who processed the ring. That error alone turned the entire experience into a disaster. We had to send the ring back and wait again. Even worse, no one from Brilliant Earth reached out to notify us of the mistake. We had to chase updates ourselves, doing our own follow-up just to get any answers. Dimitri did not reply to follow-up emails from my boyfriend asking for clarification and support. There was zero communication or accountability from him. We had to follow up ourselves not only with employee of the store but with corporate just to get basic answers. The lack of professionalism and basic courtesy was astounding. On July 3, we returned again hoping to finally pick up the corrected ring, but the craftsmanship was just awful. The side stones were asymmetrical, the prongs were all different sizes, and it looked sloppy and poorly made. See three attached photos below, which I took in store. Once again, we had to escalate the issue ourselves because the sense of urgency in communication to us as paying customers was nonexistent. Eventually, we got someone from corporate involved, Jillian J., Customer Experience Associate, Resolutions, hoping that corporate oversight would fix the problem. It didn't. We were sent photos of the "corrected" ring, on July 28th, and the quality was still terrible. The attached photos ("professional" photos at warehouse) show the ring after corporate stepped in, which is honestly a joke. If this is the standard Jillian and the corporate office signs off on, it says everything about how little this company actually cares. She might want to reconsider whether she's in the right role, because we saw no resolution and no urgency to fix what had become an exhausting, months-long issue, other than offering empty words of sympathy. Brilliant Earth markets itself as a premium brand, but what we experienced was sloppy work, poor internal communication, and total disregard for the emotional importance of an engagement ring. I would rather go to Kay Jewelers. This review could easily be three pages long if I outlined everything in detail but I've wasted too much time on this company. I would NEVER RECOMMEND Brilliant Earth to anyone. They've wasted our time and energy. They have caused so much heartache. Lost memories. A complete disappointment from start to finish. Sidenote: I originally (and accidentally) posted this review under Brilliant Earth's West Hollywood Yelp page, but that location had my review taken down. Apparently even West Hollywood doesn't want to be associated with the disaster that is the Santa Monica store. Though the fact is, my review applies to the entire company and brand. read more

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AJ was amazing!!! I came into the apt not really knowing what to expect and she was so knowledgeable. She really helped me figure out what my dream ring would like. Brilliant earth had such a wide variety of rings and bands. Thank you AJ!! read more

My girlfriends and I are all planning to get engaged this year, and have been ring shopping around OC/LA for the past few months. We really wanted to try Brilliant Earth as my cousin got her ring from there and had high hopes for such a big brand. I tried to make an appointment beforehand, but this location had all Thursdays closed off for appointments for the next few months. I am currently going to medical school out of state and this was the only time I was able to come in, so my friends and I decided to do a walk in after calling customer service and confirming the store was open on Thursdays. We drove an hour and a half from OC specifically to go to Brilliant Earth and were completely disregarded by the staff. Despite the store being completely empty, they didn't make a single attempt to talk to us about the rings or what they offer. Upon entering, we were not welcomed at all and instead two of the staff members just stared at us from behind the counter. I informed them that we were here to look at engagement rings and they said to go ahead and look at the cases ourselves and they would come by later to let us try them on. When we began trying on rings, we tried on about 5 rings between the 4 of us before we were told we were only allowed to look at one more ring. I would understand a limit per person if they had told us beforehand, but they didn't, then they imposed a limit on the entire group so some didn't get to try on any rings at all. I only tried on one ring myself. They clearly saw a group of young looking girls and assumed we were here to waste their time, but we are 26-27 years old and looking to seriously buy rings. Don't waste your time here and please go to Princess Bride in Huntington Beach if you are able to! They give an amazing run down of their rings and are so incredibly kind there. They also have a greater selection of settings and loose stones and can help you customize a ring if needed. I've been there twice and Parker has treated me so amazingly each time, even without an appointment. I highly highly recommend, especially after going to other stores and seeing what the experience is like. Princess bride also has MUCH better prices than Brilliant Earth and you get to support a small business! After my experience at Brilliant Earth I will NEVER recommend this place to a friend, and the girls I went with all agreed they would never want to come back. read more

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Kathryn at the brilliant earth store was brilliant. Very attentive, and balanced helping us find the right ring with helping other customers. She sold us on brilliant earth, couldn't have had a better experience. read more

Brilliant Earth and Olivia in Santa Monica made my first ring buying experience so simple and informative. I looked into Brilliant Earth for ring shopping because of their commitment to sustainability and ethical sourcing, but their unique designs and helpful service team are what made me choose them over other jewelers. I appreciated being able to easily set up multiple appointments and only having to correspond with one person. After feeling ready to buy, the comparison tool on the Brilliant Earth website made choosing a diamond at a great value really easy too. The only challenge I had throughout the ring buying process was with showroom stock availability. We had some trouble trying to see certain diamond shape and band combos in person, but our sales associate, Olivia, was able to help us out with options nearly matching what we were looking for. read more

Kathryn was very kind and very helpful! She made sure we were able to try on different styles of rings and gave us good input!

Not very friendly (as far as the sales people go). Was looking for a lab grown diamond shop. Won't be doing business here or with brilliant earth. but the security guard was a great guy, he should get a raise! He was extremely polite and professional - he had Tiffany and Co or Van Cleef level customer service , but the sales people had brilliant earth level customer service skills. read more

Stay away!! This place has the most awful service I've ever experienced! After making an appointment two weeks out, we still did not get the stones we ordered and the girl offered to "reschedule" us. For what?! We drove over an hour for the appointment for absolutely nothing! They absolutely ruined something that was supposed to be a great experience!! read more

Got my lady's engagement ring here. It was satisfying to know the sources were ethical. Great service and turnaround time.

Kathryn A. was nothing but outstanding!!! My fiance and I went in to try on wedding bands and we had a fantastic time with Kathryn! The whole SM team went above and beyond to try to get us what we needed! Kathryn's enthusiasm, knowledge of the industry, and tentativeness to our needs was amazing highly recommend. read more

An absolutely beautiful array of rings, gems, and jewelry to chose from. Brilliant Earth has the highest ethics for animals, people and the planet in mind. I received great service, which made my first experience looking at a ring so easy and wonderful. Highly recommend coming here to buy ethical, sustainable, and beautiful rings or jewelry. read more

My boyfriend and I just had an appointment with Dimitri. We were a few minutes late, but Dimitri didn't make us feel rushed. He made us feel comfortable and showed us options within our price range and preferences. Dimitri was very informative during our appointment. read more

If I could give zero stars I would. What a disaster. I both a 4ct diamond then elected to have them set the ring. After committing to my time line - because I had a vacation planned for the engagement, they informed me of a delay. I changed the faction at a cost of $1200. Then they delayed again. I had to cancel the engagement trip. So I did what most would do. I canceled the setting and the diamond. The company refunded the setting, then told me that the diamond was out of policy and could not be returned. It was out of policy because of their delays. They refuse to admin fault. They refuse to let me speak to management - all their customer service is out of the Philippines - and now I have an expensive diamond that is useless to me because I had to quickly pivot and buy a stone and setting elsewhere. After countless calls, they still refuse to admit fault. The only resolution they offered me was to 'upgrade' the stone. Basically spend even more money with the company!!! Awful awful experience and I sadly now need to make it my mission to tell the world to avoid this company. read more

Dimitri was absolutely amazing, from the moment we walked in we felt welcomed and so supported through this process. The ring is everything I've ever dreamed of! Dimitri is truly a wonderful person and we have recommended this place to everyone. read more

Brilliant Earth - Accessories Near Me - Santa Monica, California

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I was looking for a ring to honor my miscarriage and Olivia made the experience so positive! She showed me so many options and ultimately I liked a combo of the rings so she helped me purchase the ring online. My engagement ring is from brilliant earth as well, and I love and choose brilliant earth because of the quality and the ethics. read more

Brilliant Earth - Accessories Near Me - Santa Monica, California

I visited the Santa Monica show room to check out engagement rings and I could not be more satisfied with the experience. Payton was kind and professional, and did a great job explaining the different diamond grading metrics (carat, cut, color, clarity). I am so grateful for her help! Thanks, Payton. read more

How on Earth did they get 3.5 stars? I highly recommend Brilliant Earth for its transparency, honesty, and customer service. I love that you can look online to get an idea of their inventory and cost. Other places you have to call to get the price. What are they hiding? WTH! And I don't like talking to people either. And I definitely don't want to go to the Jewelry mart and possible get ripped off for $30k. I love that you make an appointment and see a consultant with your girlfriend. Diamonds go fast so what I saw wasn't in. The consultant went through their inventory of diamonds with me and I found the perfect one with the perfect Cs. Loved the transparency and honesty. All prices were laid out up front. Financing is available. Ring came in about 3 weeks. Brilliant Earth made it so easy for my first and last time. I know if I had a problem they would stand by their product. One thing I didn't like was, I believe their customer service is outsourced to a different country. I talked to someone local and I talk to someone overseas twice. It was a little hard to get my message across to the outsourced customer service reps. BTW, The website is awesome, you can sort and filter based on the diamond and your budget. read more

We had an amazing appointment with Payton Bernhardt who did a great job walking us through all of the options and listened and responded well to our requirements and what we were flexible on. And the value was well within our range! Highly recommend! read more

‼‼TOO MUCH DELAY in the delivery of the product we ordered a ring for my girlfriend and they postponed it more than 4 times the delivery and the date of the occion passed, more than a month of waiting and nothing. I WON'T COME BACK..‼‼‼‼ read more

While this place has beautiful ethically sourced jewelry, the craftsmanship is poor and customer service is atrocious. Our ring needs to go back for repair every year, and there are multiple issues getting it back resulting in a 2-4 months of not having our ring. Typically the issues are due to carelessness, such as dipping the ring in a different metal than was purchased, or failing to stamp it to verify the rings origin and composition. I deeply regret purchasing our beautiful ring from this company. Steer clear! read more

Olivia was great, super nice and attentive for us. Showed us multiple options, sent us potential options for the future. All the rings are gorgeous- a bit out of my price range for a groom. But all in all still reasonable and quality materials. Give her a shout! read more

Kathryn was so amazing!! She helped my fiancé and I find the perfect engagement ring. The whole experience was so easy and enjoyable. I felt so comfortable asking questions, and I could tell she genuinely cares about you finding exactly what you're looking for! read more

Olivia had a great talent for being professional yet warm and relatable. She was extremely informative in guiding me to understand the style I was looking at and the nuances. She also gave me all my options and was very thorough on company ethical standards. I'm just getting my feet wet with the ring shopping process and she made me feel at home. She even helped me measure my ring size. I had a lovely experience! read more

We selected Brilliant Earth for our wedding rings in Spring of 2025. From the start, the staff was courteous, helpful, and worked with us to find the rings we needed for our own specific tastes (mine simpler, my partner's a bit more ornate). We got our rings in a timely fashion, were able to resize accordingly without a sweat, and we put them on each other's fingers this summer. I'd recommend Brilliant Earth to anyone looking for an affordable and beautiful wedding ring. read more

AJ was so helpful throughout the whole process. She was very attentive and helped us narrow down exactly what we were looking for. She was by far the most helpful rep out of all the jewelry shops we had been to. read more

I set up an appointment to look at engagement rings and worked with AJ. I let her know ahead of time some of the details I was looking for. She was able to pull out specific pieces for me, and also helped explaining the different diamond details. AJ was really helpful, personable, and patient. read more

My fiance and I originally made an appointment at Brilliant Earth to browse wedding rings so see what styles we liked. We were also shopping elsewhere. Because of the service we received (from Olivia!!) and because of the quality of the products, we were sold on the spot and ordered our rings then and there. The rings were delivered to the store in Santa Monica a couple of weeks later, and the pick-up process (and free resizing) was a cinch. Everyone was professional and friendly. We will definitely be repeat customers for anniversaries and other gifts. read more

I absolutely LOVE the sapphire ring, with diamond setting, I ordered from the Santa Monica store. Employee Ethan Lara helped me greatly. I first chose a few different sizes & shapes from the website for the sapphire, and a few settings. Then Brilliant Earth sent those to the store to be ready for viewing at my appointment. I asked if there was a slightly larger stone, and Ethan told me he would request the retailer to find it. It took about a week and a half to find, so I went back to the store to view it with my chosen setting. Ethan had jeweler tongs hold the stone up to the setting I wanted, and THAT WAS IT! He placed the order, it came in the mail (insured) in 2.5 weeks. So worth the short wait. It also came with a certificate, proving it's value & authenticity. Thank you Ethan & Brilliant Earth! read more

I went to Brilliant Earth for my first ring appointment and had a great experience. They have beautiful rings and designs, and helpful staff. I had Payton and appreciated her patience while I took my time looking through styles. Definitely recommend! read more

Custom lead Kathryn Cannon did a fantastic job helping me design my engagement ring. She sent me the renderings, explained the details, and guided me very kindly. She was responsive and attentive to my needs. read more

My fiance and I ordered my engagement ring with Brilliant Earth and had a lovely experience with our rep. There were some major issues with ordering the ring and arranging the insurance, but we loved the ring and experience so much that we wrote it off as one-off issues. We were so wrong. Unfortunately, the terrible experience we had came when trying to order our wedding rings. We had a really unproductive and frustrating first appointment with a new rep (ours had left the company). He couldn't answer any of our questions, didn't help guide us at all through the process at all and was overall very unfriendly/uninterested in us or the appointment. We left so disappointed after having the opposite experience previously. We let it sit for almost a year before deciding to give Brilliant Earth one more try. I reached out to see if I could set up a second appointment with another rep and asked to see about 5 specific designs in a size large enough to fit on my finger, as none of the samples we saw the first time did. I was communicating with the company through the chat feature and was told all of those requests could absolutely be met, so I arranged another appointment. I reached out a couple of days prior to the appointment to be told I needed to push it out one more week to secure all 5 designs, so I did. Reaching out one final time leading up to the new appointment date, I was told there was no record of the originally requested rings or the request for a new rep. I was told that the store would be reaching out to me directly to confirm the details. About 20 minutes later, I get an email from the rep I had asked to not work with saying there were no rings requested for my upcoming appointment. When I shared what I was looking for, I was told that 2 of the 5 designs were being discontinued and I couldn't see in person and a 3rd wouldn't be available in time for my appointment. Additionally, none of them would be in sizes I could try on. I understand that the people working the chat system are not in the stores, but for a fine jewelry company, the custom service should match the products. I was provided incorrect information on multiple occasions through the people I spoke with on the chat. And the rep who reached out directly was clearly annoyed with me (assuming he knew I asked to work with someone else) and did not offer any sort of solution. I've cancelled my appointment and will be ordering our rings from a company that cares about customer service and the way the couples coming into their store are treated. Absolutely terrible experience and couldn't recommend them less. read more

Chenai Lee and the team at Brilliant Earth listened to us, treated us like family, and kept us up-to-date and informed throughout our multiple visits to the showroom. This location has a wide variety to try on (and quickly shipped in other items for us to look at) and appointments were easily made online. Thank you Chenai for all your kindness and patience - you always gave us the utmost peace of mind and made everything about our purchase feel so special! read more

Went to look at wedding bands with my fiancé and our experience was great! We worked with Dimitri and he was so patient as we wanted to try on a lot of different rings. He answered all my fiancé's questions, and I ended up choosing the one that he recommended for me! read more

Absolute horrible customer service. There seems to be a lack of communication between the in-person sales associate and the customer service reps over the phone. My fiancé and I wanted to have the Diamond upgraded to a bigger size in our original engagement ring. We should have never proceeded with this.... It resulted in months of back and forth (through email and phone calls) just to end up paying $700 more on top of what we already paid for our ring. No one ever reached out to us to let us know that we had to pay. We eventually paid because we felt desperate to get our ring back. The entire process was weeks of stress and some tears. Today, we are still trying to get the paper copy of our new Diamond certificate. They are only offering us a digital copy... so the back and forth phone calls continue. The original person we worked with was Hannah at the Santa Monica location. Everything was fine except for when problems occurred with our order. She was suppose to call me to take the $700 payment over the phone and then I never heard from her since then. We chose to try to just go through customer service over the phone and that was still a nightmare. To all newly engaged couples, never go here. I wouldn't want anyone to experience the same stress we have...especially when buying or upgrading your engagement ring which is suppose to be a magical experience. read more

Despite the problems we experienced in the beginning, we're satisfied with the ring and the team who take care of us! I'd like to give a shoutout to Olivia and the store manager - thank you for turning things around for us. Were very happy with the service and I got to pick my dream ring! read more

Brilliant Earth - Round, solitaire, yellow gold - Accessories Near Me - Santa Monica, California

Mariam Mariam Mariam! The sweetest person ever. She made the whole process so much fun and enjoyable. I'm so happy we got to go through the experience of picking an engagement ring with her because she was so knowledgeable and patient with us. THANK YOU SO MUCH!!!! read more

Mariam was fantastic. She was extremely helpful during my decision making process (not to mention patient and understanding of all my questions). Would 100% recommend her and this location to anyone looking to purchase an engagement ring. read more

The service at Brilliant Earth is unmatched. They have an amazing selection of jewelry so it's hard to find the perfect item but Ethan helped with that no problem. I would highly recommend this place to anyone who is getting engaged or just looking for a really nice present. read more

Had such a wonderful experience ring shopping here. I went with two of my best friends and was guided through all the options by Mariam. She was so knowledgeable and interactive and really made the experience much more enjoyable. I do wish they had rings with bigger diamond size to already try on rather than just see the loose diamond but it all ended up working out. read more

I came to this location for the first time. MIRIAM helped me and she was sooo amazing! She has such great customer service very friendly, she helped me with a few different selections to my liking and she was able to guide me to the right direction. She was very knowledgeable and she's very passionate about the jewelry and the history of brilliant earth. She has great communication skills and has a lot of patience with I appreciated because I'm very indecisive. if you go this location in santa Monica i would recommend you go to Miriam. I thanked her so many times for helping me before I left. read more