Review Time
I have a lot of jewellery and experience with other providers in the affordable fine jewellery space. Direct competitors offer a much better repair service which is free. The repairs at Aurum & Grey aren’t free, you have to pay for postage of the item back to them, then pay for the repair (£15 to fix my chain) then £5 to ship it back to me.
Ordered a gold initial A 18ct necklace in gold when I received this I was disappointed as it is very fine chain and doesn’t look like a £250 necklace, complained and was unable to return as the initial A is classed as bespoke, they did offer a credit but saw nothing else on there website that I fancied, please beware when ordering! I am left with a necklace I want wear!
Excellent customer service, they went above and beyond to make sure I found the perfect necklace. All the team members are so lovely & kind. It’s my second piece of jewelry from Aurum & Grey, I think the quality & style is unmatched. Thanks so much!
Incredible customer service. They worked really hard to fix my issue and made me feel valued. Their pieces are very high quality and very beautiful and original. I highky recommend buying from them. You will not be disappointed.
I have 2 beautiful necklaces from A&G. They are exquisite. Unfortunately the chain broke which caused me some upset and angst. Customer service was IMPECCABLE. They swiftly handled the return, postage and subsequent fix without fuss or fanfare. I've been blown away by their energy to customers and prioritisation of our satisfaction. Genuinely a really lovely company with stunning jewellery. Thank you for the care you've shown. I will be a customer for life!
I’ve made two purchases with the company and had issues both times.First time, delivery was 6 plus weeks with no communication. Second time, my order was showing as delivered and signed for at my address but it wasn’t. I contacted the company and was told I had to wait 30 days till they logged a complain with Royal Mail. Two night later Royal Mail show up at my door yelling that the parcel was delivered here and that the signature must have been someone at my address (i live alone). This went on for a good 20 minutes until finally I had to close the door. As I leave to go to work the following morning, mysteriously the parcel is on my door step.I let customer service know the goings on and for the first time, they give an apology when previously it felt as though they couldn’t care less and were actually a bit pissed off they had to deal with it.No offer of a discount or anything. It actually caused me a lot of stress and worry! I would NOT recommend.
Aurum & Grey’s customer service is over and above anything I’ve experienced to date. They replaced a charm that had fallen off my welded bracelet and now they have changed the initial charm, replaced another charm and gave me an extra charm free of charge. The whole service from beginning to now has been amazing and I would highly recommend anyone to buy jewellery pieces from this company for this reason and the design of the jewellery is high quality aswell. It is very rare to experience customer service like this these days….thank you Aurum & Grey!!
Ordered a rainbow bead necklace from their express in stock page in July. It arrived promptly in a lovely little box and was stunning but there must have been confusion over the sizes on the site and was sadly too short. I contacted customer service to return and Olivia replied asking if I’d like to return it for an exchange. I did so, sending it back the same day 31st July on next day delivery. After not having heard anything after a couple of weeks I contacted Olivia and asked when I could expect my exchange. She said they were hoping to have it finished by the end of the following week. I waited patiently, this came and went and by the 5th week I emailed again and asked for an update. I was told it would be sent out this week. It was indeed sent out this week and has just arrived today (4th Sept!) Sadly no lovely little box this time, just a pouch shoved in a box that could easily have been damaged by Royal Mail. Honestly, the necklace is beautiful but I feel like I’ve been an inconvenience for them and therefore wouldn’t order again. If I’d have been aware how long the exchange would take I would have just bought a chain extender.
I have been trying to book a bracelet welding experience for my friends birthday for three of us girlies since MAY.Everything looked super on the website; albeit a tad pricey- but I was willing to go with it as it was for her 30th. Initially I tried to book online but couldn't see any availability for the foreseeable, so I got in touch with Aurum and Grey customer service and to be honest they were responsive. They told me that they only open their calendar a month in advance, which wasn't ideal because our friends birthday was the beginning of June so it would mean that we wouldn't actually have anything booked but we decided to just explain the situation to her and told her we were booking it in July. July rolled around and I checked the website again, and still no availability on their calendar. I contacted customer service again who told me that due to the welding team being on holiday, they were now going to be opening availability from 12th August. Again- slightly stressful as we were wanting to book for 24th August. But again I was very patient. I checked the calendar every day of the w/c 12th aug, and nothing. Got in touch one last time to be told that 'their calendar is now closed until the foreseeable future' . I understand that sometimes life happens. However if I had been told the truth originally, I could have looked elsewhere and saved myself a whole lot of time and hassle. I have had to spend this week manically searching for somewhere different to go so that our friend still gets her gift. We are really disappointed in Aurum and Grey, who did not turn out to be the company we thought they were. My advice would be not to purchase from or try to book an experience with them, to save yourself the let down!
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