I was pleasantly surprised to receive a prompt, detailed reply by your representative. The email was courteous. My only concern was that it mentioned my bracelet as being gold. I wanted a rose gol... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Do I need or can I afford a tennis bracelet right now? No! But Yolo. After I ordered my emerald one, I got an add for an ombre one, which is why I'd initially been looking for. I sent an email to cust... See more
Company replied
I had an issue regarding my recent order I placed. I reached out to customer service and Jessah responded to my request very quickly and made everything right. So the earrings I fell in love with ar... See more
Company replied
Kimberley resolved an embarrassing issue for me. I ordered a made to order ring and picked the wrong address when I ordered it. I just caught the error and Kimberly resolved it. I had wanted to send t... See more
Company replied
Company details
Written by the company
Iconic designs, purest gold, honest pricing, handcrafted in New York City – accept nothing less. | FREE SHIPPING + FREE RETURNS
Contact info
New York, United States
- care@auratenewyork.com
- auratenewyork.com
4.1
Great
5K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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My issue not resolved
My issue not resolved. Order says refunded but I haven't received my money back
1 June 2026
Reply from Aurate New York
Hi Shachi,
Thank you for sharing your feedback.
Please rest assured that your feedback has been forwarded to the relevant department for further review, as your insights are important in helping us continue to improve both our products and overall customer experience.
Upon reviewing your order, I can see that your concern has already been addressed by our team and a resolution has been provided.
If you have any further questions or concerns, please don’t hesitate to reach out via email at care@auratenewyork.com or use our live chat services.
Sincerely,
The A-Team
Poor 'Guarantee' Policy
The bracelet was almost lost the first time it was worn due to a very bad clasp and, after contacting customer service, we were asked to explain, then send a video, and then fill out forms to explain again- when actually your company should be apologizing and replacing the bracelet immediately.
1 June 2026
Reply from Aurate New York
Hi Angela,
Thank you for sharing your feedback.
We’re sorry to hear about your experience with the clasp and the steps that followed when you reached out to our team. After reviewing your case, we can see that your concern was already addressed and a resolution was provided.
We understand your frustration, and we regret that the process felt more complicated than expected. Your feedback is very important to us, and we’ve shared it with the relevant team as we continue working to improve both our products and the overall support experience.
If you have any further questions or concerns, please don’t hesitate to reach out via email at care@auratenewyork.com or use our live chat services.
Sincerely,
The A-Team
First of all the necklace did not
First of all the necklace did not appear as it did online, it was a lot smaller than describes, and when I wanted a return they denied my request because I used a promotional code they gave me and said it was ineligible for return. So make that make sense. Will not buy again.
28 May 2026
Reply from Aurate New York
Hi Carlos,
Thank you so much for taking the time to leave us a review, and so sorry to hear that!
Your feedback regarding both the product presentation and the return experience has been noted and shared with the relevant team for review, as we’re always looking for ways to improve clarity and customer experience.
If you have any further questions or concerns, please don’t hesitate to reach out via email at care@auratenewyork.com or use our live chat services.
All the best,
The A-Team
Highly priced dropshipping
I went to the physical boutique in New York a few years ago. I heard about this brand from a youtuber I love (XO Macenna).
I thought the pieces were beautiful, the brand seemed ethical, all the things I like.
I bought a bracelet, sold as a "gold plated silver".
After a few days, it started chipping. Underneath, a metal that clearly isn't silver.
I reached out to them, and they did not helped.
After I made a few reaserch, the bracelet I bought was worth nothing (it's not silver). It was not made in New York as the branding suggested, but was simply drop-shipped from China.
Huge disappointment.
20 June 2025
Unprompted review
Reply from Aurate New York
Hi Hana,
Thank you for taking the time to share your experience.
We're sorry to hear that your bracelet did not meet your expectations and that you were disappointed with both the product and the support you received. We understand how frustrating it can be when a piece doesn't perform as expected, especially when it was purchased based on qualities that were important to you.
We also appreciate you sharing your concerns regarding the materials, craftsmanship, and overall experience with our brand. Feedback like yours is valuable and helps us better understand our customers' experiences.
Thank you again for your honest feedback. We're sorry to hear that this experience left you feeling disappointed, and we appreciate you taking the time to share your perspective.
If you have any further questions or concerns, please don’t hesitate to reach out via email at care@auratenewyork.com or use our live chat services.
Sincerely,
The A-Team
Reply from Aurate New York
Hi Steven,
Thank you for taking the time to leave us a review and trust! Thanks for choosing Aurate!.
Your support to this small but mighty team means a lot to us, see you back soon ;)
All the best,
The A-Team
Great customer service
30 May 2026
Reply from Aurate New York
Hi Jerrold,
Thank you so much for your kind feedback!
We really appreciate you taking the time to share this, and we’re glad you had a positive experience with our customer service.
If you have any further questions or concerns, please don’t hesitate to reach out via email at care@auratenewyork.com or use our live chat services.
Sincerely,
The A-Team
everything went perfect. But I bought wrong size
everything went perfect except that i bought a size to small and need to make an exchange. Other than that A+ on everything
30 May 2026
Reply from Aurate New York
Hi Richie,
Thank you so much for your kind feedback!
We’re really glad to hear everything went perfectly and that you had an A+ experience with us. We’re sorry to hear the size isn’t quite right, but we’d be happy to help you with an exchange to get you the perfect fit.
If you have any further questions or concerns, please don’t hesitate to reach out via email at care@auratenewyork.com or use our live chat services.
Sincerely,
The A-Team
Such a gorgeous necklace and lioness…
Such a gorgeous necklace and lioness charm! I. Know that I will get so many compliments!Love it already-just arrived today!
25 May 2026
Reply from Aurate New York
Hi,
Thank you so much for your kind feedback!
We’re thrilled to hear you love your necklace and lioness charm, and that it arrived safely. It’s wonderful to know you’re already enjoying it—we hope it brings you many compliments!
We truly appreciate you taking the time to share this with us, and we’re always here if you need anything in the future.
If you have any further questions or concerns, please don’t hesitate to reach out via email at care@auratenewyork.com or use our live chat services.
Sincerely,
The A-Team
Excellent customer service as usual
Excellent customer service as usual. In more than one occasion they have been very helpful in identifying items, whether gifted or as part of mystery box. There items are great quality, I own several pieces and will come back for more.
28 May 2026
Reply from Aurate New York
Hi Marieli,
Thank you so much for your kind feedback!
We’re truly glad to hear that you’ve had consistently positive experiences with our team, and that we’ve been able to help you identify items over time. It means a lot to know you’ve enjoyed your pieces and continue to come back for more.
We really appreciate your support and trust in us, and we look forward to helping you again in the future.
If you have any further questions or concerns, please don’t hesitate to reach out via email at care@auratenewyork.com or use our live chat services.
Sincerely,
The A-Team
damaged jewelry customer service
super quick email response and offered to replace my damaged jewelry immediately. super super easy and great to work with
21 May 2026
Reply from Aurate New York
Hi Sam,
Thank you so much for your kind feedback!
We’re really glad to hear that you had a smooth and easy experience with our team and that we were able to quickly assist with your damaged piece.
We truly appreciate you taking the time to share this, and we’re always here if you need anything in the future.
If you have any further questions or concerns, please don’t hesitate to reach out via email at care@auratenewyork.com or use our live chat services.
Sincerely,
The A-Team
Reply from Aurate New York
Hi Art,
Thank you so much for your kind feedback!
We really appreciate you taking the time to share this, and we're glad to hear you had a great experience with our fast and responsive customer service.
If you have any further questions or concerns, please don’t hesitate to reach out via email at care@auratenewyork.com or use our live chat services.
Sincerely,
The A-Team
You're very responsive
You're very responsive, courteous, and helpful. You solved my problem quickly and efficiently. :)
25 May 2026
Reply from Aurate New York
Hi Jamie,
Thank you so much for your kind feedback!
We’re really glad to hear that you had a smooth experience and that your concern was resolved quickly and efficiently. It means a lot to know our team’s responsiveness and support made a difference for you.
We truly appreciate you taking the time to share this, and we’re always here if you need anything in the future.
If you have any further questions or concerns, please don’t hesitate to reach out via email at care@auratenewyork.com or use our live chat services.
Sincerely,
The A-Team
Cheap “vermeil” earrings, poor customer service, no recourse for bad products
I purchased a pair of earrings advertised as gold vermeil, but was disappointed upon receipt. The earrings feel extremely lightweight and plastic-like, with little indication of meaningful metal content. The finish and overall appearance do not reflect the quality presented on the website.
In my view, the product does not match reasonable expectations set by its description or marketing.
The customer service experience was particularly poor—entirely unhelpful and offering no meaningful recourse, whether in the form of a return or store credit. I would rate it 1/10. There was no willingness to address the issue in a practical way.
This raises broader concern that materials and quality may be inconsistent across products, and that if a customer is dissatisfied, there may effectively be no recourse available.
As a result, buyers should be cautious. My confidence in AuRate as a brand has significantly declined, and I will not be purchasing again.
25 May 2026
Reply from Aurate New York
Hi Melanie,
Thank you for taking the time to share your feedback.
We're very sorry to hear that the earrings did not meet your expectations and that you were disappointed with both the product and your experience. We understand how frustrating it can be when a piece doesn't align with what you anticipated, especially when purchasing jewelry online.
We also appreciate you sharing your concerns regarding the item's feel, appearance, and the support you received. Feedback like yours is important to us and will be shared with the appropriate teams for review.
Thank you again for your honest feedback. We regret that this experience has impacted your confidence in our brand and appreciate the opportunity to hear your perspective.
If you have any further questions or concerns, please don’t hesitate to reach out via email at care@auratenewyork.com or use our live chat services.
Sincerely,
The A-Team
Reply from Aurate New York
Hi Carol,
Thank you so much for your kind feedback!
We truly appreciate you taking the time to share this, and we're glad to hear you had a great experience with our service.
If you have any further questions or concerns, please don’t hesitate to reach out via email at care@auratenewyork.com or use our live chat services.
Sincerely,
The A-Team
Reply from Aurate New York
Hi Patricia,
Thank you so much for your kind feedback!
We truly appreciate you taking the time to share this, and we're glad to hear you had a positive experience with our team. Providing responsive and helpful service is always our goal.
If you have any further questions or concerns, please don’t hesitate to reach out via email at care@auratenewyork.com or use our live chat services.
Sincerely,
The A-Team
I really appreciate your attention for…
I really appreciate your attention for canceling the same order twice. Prompt response and looking forward to racing the ring I ordered. Great customer service.
22 May 2026
Reply from Aurate New York
Hi Pamela,
Thank you so much for your kind feedback!
We truly appreciate your patience, and we're glad we could assist with your request promptly. We're also happy to hear you're looking forward to receiving your ring—it's always exciting when a new piece is on the way.
If you have any further questions or concerns, please don’t hesitate to reach out via email at care@auratenewyork.com or use our live chat services.
Sincerely,
The A-Team
Reply from Aurate New York
Hi Catherine,
Thank you so much for taking the time to leave us a review, and we’re truly sorry to hear about this experience.
We completely understand your concern. To clarify, the photos we requested are not meant to show the missing items themselves, but rather to help us document the package contents, packaging, and what was received so we can properly investigate this with our fulfillment team. This information will greatly help us review and resolve your concern as quickly as possible.
Our team will be waiting for the photos so we can continue reviewing the issue and properly address it for you.
If you have any further questions or concerns, please don’t hesitate to reach out to us at care@auratenewyork.com or through our live chat services — we’re always happy to help.
Sincerely,
The A-Team
Customer service was great and helpful
Customer service was great and helpful. Love their products too
17 May 2026
Reply from Aurate New York
Hi Rie,
Thank you so much for your kind words! We’re thrilled to hear that you had a great experience with our team and that you’re loving your pieces as well. Your support truly means so much to us, and we can’t wait to help you again in the future. Thank you for choosing us!
If you have any further questions or concerns, please don’t hesitate to reach out via email at care@auratenewyork.com or use our live chat services.
Sincerely,
The A-Team
When I finally got a hold of someone
When I finally got a hold of someone, they were very courteous and helpful and helped me settle my situation. Thank you. Will be shopping with you again.
19 May 2026
Reply from Aurate New York
Hi Irene,
Thank you so much for your kind words and for giving us the opportunity to assist you. We’re so happy to hear that our team was able to help resolve your concern and provide a positive experience. Your support truly means a lot to us, and we look forward to helping you again in the future.
If you have any further questions or concerns, please don’t hesitate to reach out via email at care@auratenewyork.com or use our live chat services.
Sincerely,
The A-Team
Reply from Aurate New York
Hi Jack,
We highly appreciate you for taking the time to leave us a review. We are thrilled to hear that you had a positive experience, and we are grateful for your support. It is customers like you who make our work so rewarding.
We look forward to seeing you back soon!
All the best,
The A-Team
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