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Please hold off on reviews for now until I give the go ahead.
 
You didn't receive it! And they still have your money...:angryfire:
Talk to a supervisor, don't give up! I honestly believe the customer service reps are trained to always say "no"; insist on talking to someone* with the power to refund your money.
Best of luck!
*Clarification: I mean a customer service supervisor at your credit card company, not BE.
 
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kruler2113 said:
My bank is unable to issue a chargeback as they needed a date for the product to be received. They say I can only file a claim if a product that was paid for was not received.
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But you didn’t receive it, did you? You cancelled the order and they are refusing a refund. Call again, and ask for somebody else. Also, you can try taking them to small claims court
 
Rose-gold-or-bust said:
But you didn’t receive it, did you? You cancelled the order and they are refusing a refund. Call again, and ask for somebody else.
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Exactly.

@kruler2113 ask to speak to a manager. I would not be shy to mention taking your banking business elsewhere after this if they are not able to help you. I've done charge backs with Capital One and Chase and they have ALWAYS had my back.
 
:geek2::geek2::geek2:

No words!!
 
I just had the manager at BE call me and I absolutely chewed into him. I told him what was going to happen if I didn’t get the refund. How they will have to make a trip to Arizona small claims. They had me forward the law to their lawyers. I said don’t care about slandering or disparaging anyone, but that I would not sign a contract that doesn’t have a legal foundation to stand on. The act states that it is invalid from the inception and that I am only protecting myself as well as them.
 
kruler2113 said:
My bank is unable to issue a chargeback as they needed a date for the product to be received. They say I can only file a claim if a product that was paid for was not received.
Click to expand...
To which I would say, you didn't receive anything. They're clearly trying to buy your removal of negative reviews, highly unethical.
 
Did you pay via a checking account or credit card? Credit cards are normally much better about chargebacks but the bank should be working with you on this and if they are not, ask for somebody else. Don’t let anyone walk over you.
 
Good for you! :naughty:
Keep standing up for yourself and dont take their crap!
I dont know if I've seen worse treatment when it comes to *what is supposed to be* a very simple return process.

You deserve a regular return. Nothing less...

We all have your back. Please keep us updated.
This is not ok and this hush hush agreement for THEIR poor behavior will not be tolerated.

There goes the chance of me ever purchasing from them and I will warn everyone around me of how they treat their customers and how they have chosen to handle a very simple return.

Its truly sickening and just plain....well bonkers :snooty:
 
This is freaking insane!!! That agreement is fully nonsense, and they are (as always) unbelievable morons. And yes, talk to a manager at the bank.
 
Yay!!! So happy for you!
 
That is great to hear - I feel as if Brilliant Earth has shown, and continues to show, its true sheister colors.

And fwiw, you in effect have already left a review, as when people search Brilliant Earth reviews this thread will undoubtedly pop up.
 
kruler2113 said:
I spoke to another person at my bank. The chargebacks have been filed!
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Hallelujah! A person ordinarily can't use a charge-back as an "end run" around a merchant's return policy unless the item received is defective or meaningfully not as described. But this is not that situation, but rather, a bizarre, anti-consumer one entirely of Brilliant Earth's own making. So glad you found a receptive ear at your bank!
kruler2113 said:
I just had the manager at BE call me and I absolutely chewed into him. I told him what was going to happen if I didn’t get the refund. How they will have to make a trip to Arizona small claims. They had me forward the law to their lawyers. I said don’t care about slandering or disparaging anyone, but that I would not sign a contract that doesn’t have a legal foundation to stand on. The act states that it is invalid from the inception and that I am only protecting myself as well as them.
Click to expand...
Sounds like their lawyers are Dewey, Cheatem & Howe; how can corporate counsel for a retailer be (purportedly) so ignorant of the statutes and regulations pertaining to the business? But regardless of the failings of Brilliant Earth's attorneys, BE management should have read, e.g., Yelp's Terms of Service, which put them on notice as to the improprieties of their MO.
 
Couldn’t agree more Molly. The manager just kept saying “well this is in compliance with our policies.” I told him that their policies aren’t lawful and that their lawyers aren’t very knowledgeable if they approved the contract.

I fear I’m not out of dodge just yet. I’ve read that in order for the merchant to reverse the chargeback, they must prove to the bank that I indeed made the purchase by showing a signed receipt, which in this case doesn’t exist. Is this true? If so, they may not have any ammo to fire back with. Not to mention that 5 transaction claims in total were filed (deposit + payments), which I assume means 5 fees for BE to pay. :lol:
 
kruler2113 said:
Couldn’t agree more Molly. The manager just kept saying “well this is in compliance with our policies.” I told him that their policies aren’t lawful and that their lawyers aren’t very knowledgeable if they approved the contract.

I fear I’m not out of dodge just yet. I’ve read that in order for the merchant to reverse the chargeback, they must prove to the bank that I indeed made the purchase by showing a signed receipt, which in this case doesn’t exist. Is this true? If so, they may not have any ammo to fire back with. Not to mention that 5 transaction claims in total were filed (deposit + payments), which I assume means 5 fees for BE to pay. :lol:
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I’m guessing the bank would also require them show proof that they sent you the item which never happened. I don’t think they have a leg to stand on but I’m not a lawyer so who knows.

They told me on Friday that they would be issuing the refund that day and I never received the emailed notice of refund. Will give them until end of day Monday and I’ll be calling my own bank on Tuesday if needed
 
Could it be the company is in financial trouble? That is often the case when there start being huge delays in refunding.
 
minousbijoux said:
Could it be the company is in financial trouble? That is often the case when there start being huge delays in refunding.
Click to expand...

Doubt it. Seems like too big a company to lose sleep over 1200 bucks.
 
minousbijoux said:
Could it be the company is in financial trouble? That is often the case when there start being huge delays in refunding.
Click to expand...


I’ve had this thought too. Lots of big companies seemingly fold overnight but i am sure there are signs leading up to it that there is trouble.

In my interactions with them, they have over charged me 3 times and one of those I had to fight to get my money back.

Their customer service is also incredibly disjointed. They didn’t send me Gia certificates with my diamond studs so when I sent them back due to defects I asked them about the certificates (which they say they will charge $250/each for if not returned). I have two different written communications from them saying they will hold on to them and I’m no longer responsible. The day after they say ‘we will keep them, no worries’ I get an email asking for my address so they can mail me the certificate they didn’t send. First of all... they have my address because they mailed me the earrings. Second, they’ve already told me they are not sending them. What-the-actual-crap?
Yesterday they told me they were issuing the refund that day but they didn’t do it. They send an email with each refund when it is processed on their end so I know I didn’t happen. I warned them today that if I don’t have a refund confirmation by end of day Monday, I will contact my bank. I don’t play games.
 
Have they changed ownership or anything like that recently? I used them a decade ago and liked them. I didn’t return anything, but my three transactions with them were smooth.
 
Wewechew said:
Have they changed ownership or anything like that recently? I used them a decade ago and liked them. I didn’t return anything, but my three transactions with them were smooth.
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Not sure. They were lovely to work with until they no longer had my business. They seemed to get worse the higher up the chain of command I got.
 
Rose-gold-or-bust said:
Also, I just found this. In case anyone needs it. I may email it to BE when this is all said and done...
https://www.ftc.gov/tips-advice/bus...review-fairness-act-what-businesses-need-know
* * *
Click to expand...
The federal Consumer Review Fairness Act is one of the statutes that Yelp refers to in its additional terms of service for business owners (see the quote, and link, in my post #247). May be the law that BE asked kruler to forward to their lawyers. o_O

Since there's no financial information readily available to the public (e.g., they don't have to file with the SEC), I have no idea how to ascertain how fiscally stable they are. There's a bunch of published interviews with the CEOs where they tout their growth -- and their "transparency" (gag me). The employee reviews on GlassDoor are a mixed bag, but a number of them comment on the frequent turn-over in staff. In fact, for anyone who's interested, here's the list of current job openings!
https://www.brilliantearth.com/careers/

@kruler2113 -- I am actually glad they sent you that Settlement Agreement; it would be a great Exhibit A for the California Attorney General's Office, the Federal Trade Commission, and Yelp!
Unfortunately, the only lawyer I know of in California, where BE is headquartered, is not one I would suggest. No, not Michael Avenatti, but rather someone my former office fired. But I'll run through my law school alumni directory in the morning (it's at my office) to see if any of my classmates are San Francisco lawyers whom I could ask to write a letter to BE on your behalf.
 
@kruler2113 -- just a quick note to let you know that I did some searches. Looks as if no one I know from law school or my undergraduate liberal arts college is in private practice in San Francisco, where BE is headquartered. My fellow alums out there are apparently either in the public sector or the courts. Sorry I can't make a connection for you!
 
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