Brilliant Earth review: Engagement ring purchase, return date

I bought an engagement ring from brilliant earth, up until this point everything was a fantastic experience. I went to the store and spoke with some consultants in person. Everyone was very pleasant, helpful and accommodating. I went to order the ring that felt right, but I wanted to make sure I had enough time to return the ring or make changes in case there was an issue or she wanted a different ring.

I called customer service before I placed my order. I asked about their return/exchange and modification policy. I was told there was a 30 day return window from the ship date, which is fine. I told them when I was looking to return it and that I probably wanted to wait with my purchase to make sure I was in the return window. The ring was supposed to be shipped on the 17th of December. I was thinking it would be best to have it around the 20th to make sure we had enough time. I was told I could call and delay my order after I placed so there would be nothing to worry about.

I called later to delay until the 20th and was told that was no issue and it was all taken care of. I received the ring on the 15th I believe. I called and spoke to customer service and they told me there was nothing they could do. They did say the extension for the holidays was until Jan 15th which was helpful.

I asked to speak to a supervisor and was told I'd have to wait for a call back with 24 hours. I wait 48 hours and called again, they said someone tried to call me and the file was closed and I'd have to request another call back. I finally got someone. She told me that she heard me and understood, but there was nothing they could do, their policy was final.

She told me that this will be corrected internally and she was not willing to help me. I don't feel like I was asking anything unreasonable, I wasn't asking for money or anything free. I just wanted a fair return date. She said she was unwilling to help me or give me any options that might help.