DO NOT BUY FROM BRILLIANT EARTH. JUST DON'T. THEY WILL TAKE YOUR MONEY AND RUN.Now that I've got your attention. Please read my full experience.Sadly, I'm writing to detail out my journey as a Brilliant Earth customer, and it's not a great experience.I was drawn to Brilliant Earth for its focus on ethical sourcing, and at the time was thrilled to be a customer. Not only that, was an advocate of the brand. I purchased a $16k engagement ring back in December, 2018. I proposed several weeks later, and my fiancée (she said yes) loved the ring!Fast forward, and we're coming up on our wedding. We decided to return to Brilliant Earth for our wedding bands. We went into the showroom in SF August 31st, 2019. We sat down with their staff (Kelly S., Jewelry Consultant) and looked at some ring choices. We got pretty close to making a final decision. We then returned to the showroom February 24th, 2020 to finalize the choices (with Ashley P., Jewelry Consultant), a Platinum Luxe Sienna Diamond Ring and an unplated 8K White Gold 5.5mm Tiburon Wedding Ring for me. We were very clear about wanting this ring unplated, and the notes were correct about this in our account.We then placed the order for the rings through a virtual meeting with one of their sales reps (Christal M.) on May 20th. The rep placed the order herself. This was a $3,800 order.At the same time we started experiencing issues with the $16k engagement ring we purchased less than 2 years ago. The diamond was coming lose in the setting. We worked with the above rep to have that sent to be repaired. Originally they wanted us to pay for these repairs. After speaking with them further they agreed to cover the cost of repair.Around June 1st we received the wedding bands. The women's band arrived as ordered. The men's band was received plated (shiny), incorrect to the order. We called into customer service, who let us know that the showroom would be reopening soon (was closed due to COVID), so we set an appointment to meet in person. We did so (with Ecco D.) on June 18th, 2020. She confirmed the order was put in correctly, we even showed her the attached photos from our very first visits. She took the incorrect band, added notes to the account, and arranged to have it corrected.We received it a second time, again, plated and incorrect. At this point we were getting terrifyingly close to our wedding date, August 5th. I called into customer service and escalated the issue. I was then connected with one of the lead agents, I believe her name was Crystal. She informed me that she was familiar with my order, as she was the one who had handled it previously. To be honest, I was quite put off by her tone. She was astonished it was incorrect, and to be frank, made me feel as if I was doing something wrong. She did not take responsibility for the issue. Her tone was very unpleasant, and I asked to speak with her supervisor. She handed me off to Rueben B., Customer Experience Assistant Manager. Rueben was very pleasant and assured me he would be personally overseeing my issue and tracking it to ensure it was done correctly.I FedEx the ring back on July 2nd. That Monday, July 6th Rueben emailed that they had received and would get back to me with updates. I then didn't head a thing for 2 weeks. I followed up with him on July 16th, and then waited. Finally on July 20th he responded and let me know progress was being made. The next day Rueben said he was not going to let the new ring leave until the team had photographed it, sent the photo to me, and had me approve it prior to being mailed out. Days later I received a shipping confirmation, prior to any new message from Rueben, or a photo. This worried me. 2 days ago a new ring arrived, and low-and-behold, it is still incorrect.The wedding is in a little more than a week. I'm at my wits end. We've dealt with nearly 10 employees, continuously promised one thing, and been delivered something else. I started as such a proponent of Brilliant Earth and now regret having ever purchased from you in the first place. I don't know what to do and I don't ever trust the team will get it right.I immediately emailed the co-founders, Eric Grossberg and Beth Gerstein and explained the situation. It has now been 24 hours and no response.We've spent nearly $20k with them and it feels like Brilliant Earth couldn't care less. The Brilliant Earth of the past is no more. Sadly, I can no longer be an advocate of your company.