glitterbomb
Shiny_Rock
- Joined
- Mar 5, 2021
- Messages
- 332
I suppose it was only a matter of time I made one of these threads about Brilliant Earth, since I have placed 5 orders with them, four that went smoothly without any issues.
My luck finally ran out.
A few weeks ago I placed an order for a 11.45 ct radiant H/VS2 lab diamond in a rose gold pave split shank setting.
My estimated ship date was August 5th.
However, on August 5th things started getting....weird. I have a fedex account, and I am able to see that there were multiple tracking numbers associated with my BE order being created. At this current moment, there are now 10 labels associated with my BE order, however my order has yet to ship and is still not in fedex's possession.
I have been chatting with customer service support agents online via their chat feature everyday, of course being told with full confidence & a cheery tone that my order will ship "later today" and arrive "tomorrow". Every single day, the same story.
Just last night, I was promised it had actually already shipped even though the tracking still showed pending.
I checked my fedex account again this morning, and it still shows with all 10 labels that the package has not been given to fedex. I reached out to customer service once again, and asked kindly to be informed of the truth, given that I have a fedex account and can see all of these labels & that my order hasn't even been given to fedex. I asked if it was lost or if it needed more time to be worked on, and that I wanted to stop being led on.
I was informed what I do believe is actually the truth - that they are still working on my ring, and they do not know when it will be done. Of course the system shows it will ship later today and be delivered tomorrow, to which I said how is that possible if it isn't finished yet that it could ship today, and the agent admitted she did not know and was sorry. My conclusion & assumption is that BE's system is set up in such a way that every day past the shipping due date another label or two are generated and the system shows next day delivery is expected, even if that is not true.
Based on another pricescope member's horror story with BE, I am assuming my ring needs another 1 - 2 weeks of work and will not be shipped until then. Hopefully they will not do what they did to that member's ring, which was to create a too tall of a setting with a loose stone and a missing cert.
I think unfortunately this will be my last order with BE, which is a shame because they have a great inventory for lab grown diamonds and often are the lowest priced.
Stay tuned for updates....
My luck finally ran out.
A few weeks ago I placed an order for a 11.45 ct radiant H/VS2 lab diamond in a rose gold pave split shank setting.
My estimated ship date was August 5th.
However, on August 5th things started getting....weird. I have a fedex account, and I am able to see that there were multiple tracking numbers associated with my BE order being created. At this current moment, there are now 10 labels associated with my BE order, however my order has yet to ship and is still not in fedex's possession.
I have been chatting with customer service support agents online via their chat feature everyday, of course being told with full confidence & a cheery tone that my order will ship "later today" and arrive "tomorrow". Every single day, the same story.
Just last night, I was promised it had actually already shipped even though the tracking still showed pending.
I checked my fedex account again this morning, and it still shows with all 10 labels that the package has not been given to fedex. I reached out to customer service once again, and asked kindly to be informed of the truth, given that I have a fedex account and can see all of these labels & that my order hasn't even been given to fedex. I asked if it was lost or if it needed more time to be worked on, and that I wanted to stop being led on.
I was informed what I do believe is actually the truth - that they are still working on my ring, and they do not know when it will be done. Of course the system shows it will ship later today and be delivered tomorrow, to which I said how is that possible if it isn't finished yet that it could ship today, and the agent admitted she did not know and was sorry. My conclusion & assumption is that BE's system is set up in such a way that every day past the shipping due date another label or two are generated and the system shows next day delivery is expected, even if that is not true.
Based on another pricescope member's horror story with BE, I am assuming my ring needs another 1 - 2 weeks of work and will not be shipped until then. Hopefully they will not do what they did to that member's ring, which was to create a too tall of a setting with a loose stone and a missing cert.
I think unfortunately this will be my last order with BE, which is a shame because they have a great inventory for lab grown diamonds and often are the lowest priced.
Stay tuned for updates....
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I don't get why they wouldn't just be upfront about it to begin with! so sorry.. i hope it gets resolved ASAP. 
It was very kind of him. I'm sure BE won't ever do that even though in their situation they actually have something to apologize for. I much prefer Adiamor to BE in terms of customer service and setting quality, however BE consistently has a much larger inventory of stones.
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