Like so many who struggle to hold onto their ethical idealism in a consumer-driven society, my fiancé and I believed that Brilliant Earth embodied its values and upheld their commitments to customers. But now, a month before our wedding, we’ve discovered the tarnish beneath their polished veneer.
On their “About Us” page, Beth Gerstein, Founder and Co-CEO of Brilliant Earth, states with conviction that, “We take extreme care in terms of attention to detail and our craftsmanship.” Eric Grossberg, also Founder and Co-CEO of Brilliant Earth, reaffirms this sentiment moments later by saying, “It’s our goal that the jewelry we provide is of the highest quality and design that you can possibly get.”
So, you can imagine our surprise and upset when, after 15 months of normal wear, my fiancé’s PLATINUM RING BREAKS IN HALF, and Brilliant Earth tells us it will cost hundreds of dollars to repair because of “excessive wear.” (My socks last longer than that. And for the record, my fiancé works in an office and is always careful to remove her ring before working out or doing anything that could damage it. The ring cracked at the solder point used when they resized her ring.)
When their customer representative Vanessa Samaniego called to give me this unfortunate news, and I made it very clear that this troubled me, she repeatedly laughed and giggled throughout our conversation. Whether this was due to some distraction on her end of the line or blatant insensitivity, I cannot say, but the call left us upset by the quality of both their craftsmanship and their service.
“At Brilliant Earth, there is no compromise between quality and conscious.”
When a company fails to meet expectations on two of their three primary promises to their customers, it calls into question the execution of their other, more serious commitments, namely the sourcing of their products. I have no way of knowing the details of their interactions with the artisanal miners, but if they are unwilling to honor their commitments to someone who has spent thousands and thousands of dollars for what they claim will be “future heirlooms,” it’s difficult to believe they treat poor, foreign workers (with few forms of recourse) any better.
“We stand behind our quality and craftsmanship as strongly as we stand behind our social mission.”
My fiancé and I wanted to love Brilliant Earth. We told all of our friends about them. We had hoped to buy more from them in the future. But our trust has been betrayed and we are galled by the company’s lack of commitment and professional decorum.
Sadly, desperately sadly, our honeymoon with Brilliant Earth is over before my fiancé and I even had a chance to get married. We only hope that they take better care of the hopes and ideals others have placed in their care.