Brilliant Earth

08/05/22 Purchased two wedding bands: Platinum Olivetta Diamond Ring and Platinum Apollo Diamond Ring. Total: $4,633.26. This is the second and third rings purchased from Brilliant Earth.08/18/22 Order ready for pick-up. Unable to pick up until 08/28/22.08/28/22 Picked up both rings.10/28/22 Dropped off Apollo ring for resize. Customer representative waives resize ***/09/22 Received email to discuss order.11/09/22 Called customer service representative. Says that ring cannot be resized, and only metal credit of approximately $400 can be refunded. Request for a higher-level rep to call back and explain in detail within 24 hours.11/14/22 Higher level rep calls and explains that ring cannot be resized due to tolerancing, and remake is the only option. Remake was already rejected, and only metal credit is available. I do not accept, and it was offered to speak to a manager to resolve the issue. The ring was never resizable; it was never explicitly explained during the purchasing process, nor on the website that the ring could not be resized. I aasked to speak to the manager immediately but was told the manager was unavailable and would call back within 24 hours. 11/18/22 Call from manger never received. I called Brilliant Earth customer service, and back to square one, same as on 11/09/22. Was told the remake was rejected again. Asked to speak to manager again, as they never called. Was told that a higher-level rep would call back within *** hours.11/18/22 Filing a complaint with Complaintsboard.com. During the whole purchase process, it was never explained that the ring would never be able to be resized. If it was, then it would have swayed my decision to choose a different ring, for potential resizing in the future. The website also does not explicitly explain that the ring cannot be resized. While I understand now that certain rings cannot be resized because of tolerancing, it should be explicitly stated for each ring whether or not this is the case, as the company already clearly knows this information. When dropping off the ring for resize, they had no problem waiving the fee for resize even if slightly outside of the policy timeline. It only became a problem when they said it had to be remade. Looking beyond the resizing policy timeline, there seems to be a systemic issue with Brilliant Earth. Not only is the information missing from the website, the customer representatives also dont know which rings cannot be resized. This is information that should be presented upfront, as it plays a large factor in buying a forever ring. If they cannot be resized, why would they go through the process of sending them to the headquarters, only for the customer to be ring-less for a few weeks. Furthermore, if Brilliant Earth has a stringent policy for timelines, the customer shall expect the same from ***. Again, this is the 3rd purchase from the company, and they have been late on every timeline they have given me. I have been patient, because of the product I have received in the end. After spending around $12,000 on purchases from Brilliant Earth, I would expect better customer service. The lack of effort to resolve the issue is unacceptable. I will be filing a complaint and dispute for the issue.