Complaints

This profile includes complaints for Aurate New York's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aurate New York

  580 5th Ave Ste 2300 New York, NY 10036-4730

• 

  Aurate New York

  186 Bedford Avenue Brooklyn, NY 11249

• 

  Aurate New York

  154 Spring Street New York, NY 10012

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband order this necklace for me as a Christmas gift, it is beautiful and I was so excited to wear it! I took it with us on our trip to ****** on December 27th. I wore the necklace on the trip there so it would not be in my luggage and it slipped off my neck three times while traveling. I LUCKILY felt it each time and put it in my handbag. We returned from the trip on Jan 4th and that week I asked him for the email info to return the necklace as it was faulty! The clasp would not stay shut. You would clip it and it would just fall open without anything pressing it. The necklace stated on the website it was out of the return window so I said, lets just replace it and hope we had one faulty clasp, it was really pretty and exactly what I wanted. The new necklace arrived and the same issue, I did not even take off the sticky tag on the clasp. I contacted the company to refund me and they are refusing saying it is out of the return window. This is the second IDENTICAL necklace with the same issue out of box. I spent almost $400 on this necklace and they are offering a store credit only. I do not want any items from this place, clearly there is a quality issue and awful customer service. I also wanted a necklace, not any other item of jewelry, so replacing with a different item is not something I want to do. I want to use this money to purchase a necklace. I sent the company a video of the issue with the tag in tact and they are not willing to do anything except force me into another faulty necklace or an item I do not want/need. I am an avid consumer and I do not try and return items that are final sale. This however is selling broken products to people and refusing to notice when the issue is not on me.

  Business Response

  Date: 02/07/2025

  H there,

  Standing behind our policies, available to all customers under our help-center link, we have explained to the customer the return for refund to the original type of payment has expired on their order.

  We have reached out to her to explain the options available to them which they have move forward with one. 

  All the best,

  The A-Team

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased my gold 14k Huggies earrings,a 14k gold necklace and a 14k ******* ring all worth $1000.12 / ********* Thai baht. This amount was fully deducted from my bank at checkout. Less than 12 hours later I started receiving different emails particularly alert@nofraud requesting I submit an additional email address if my order is to be approved for proceeding. Strange? But okay. I submit another email address. They contact me again asking for another email address or a phone number. I give them my phone number. I start to feel uncomfortable so I rush to the website or aurate and message customer support and wait for someone from their team to respond. When they do they first tell me rest assured all is well and then five minutes later completely change and tell me there has been a problem I should give the other emailers the information that they want if my order is to be approved and I should do so in a hurry apparently. Help me understand why they six hours later contact me and tell me that the order has been suspended and will not be processed. The money has left my account though,smh updates on this??? At this point completely anxiety ridden I decide to simply ask for my order to be cancelled and an immediate refund please. I asked when they would refund me. They FAILED to give me a time frame. Now Im concerned about receiving my money back in full!!! Ugh

  Business Response

  Date: 11/21/2024

  Hi there,

  We were able to inform the customer the refund has been processed by sharing the attached credit note. 

  As well, we did explain to them their order was raised to be verified by our partner NoFraud which they should be aware to receiving a verification request to have their order processed. 

  Our verifications partner classified their order as high risk after the customer was unable to complete the verifications process which it triggered the cancellation and refund. They were advised to wait 3-5 business days, depending on their financial institution to see the money back.

  We highly encouraged them to let us know if they have any future issues placing their orders as they may try to place the order back to run the verifications process again.

  All the best,

  The A-Team

  
  
  
  

• Initial Complaint

  Date:08/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a 14k white solid gold diamond solitaire necklace from Aurate New York on 5/9/24, with a 2-4 day shipping option. As it was made to order, it was supposed to ship by 6/13/24. I planned to be out of town from 7/1/24 to 7/19/24, so I expected to receive it before my trip. However, it was shipped on 6/24/24 and arrived on 7/1/24. By the time I returned home and opened the package, the return window had closed.Within an hour of wearing the necklace, I experienced a severe allergic reaction, including a painful, itchy rash around my neck that lasted for several days. I left a review about this reaction, and Aurate contacted me, claiming their 14k white gold pieces are hypoallergenic and suggesting I might be allergic to gold. They later admitted that the issue might be due to the alloys used, contradicting their hypoallergenic claim. Despite this, they showed little regard for my health.Aurate then offered a replacement. I chose one discounted during their Labor Day sale, but they informed me that the sale price would not apply to my replacement. Instead, they offered a discount based on my original order. If processed as a return, I would receive a refund of $309.25 and need to purchase the replacement at a discounted price of $462. Because they only applied the original order discount, the total cost for the replacement would be $660, meaning I would be charged an additional $227.75 for the exchange, rather than the $152.75 I would have paid with a standard return.Additionally, my review was never published, indicating they may be filtering out negative feedback. Aurate's refusal to process a standard refund for a product that caused an allergic reaction shows a disregard for customer well-being and commitment to quality. Overall, their deceptive practices, poor customer service, and exploitative policies make it clear that they are more interested in scamming customers than providing genuine service. I strongly recommend avoiding this company.

  Business Response

  Date: 09/09/2024

  Hi there,

  Please be aware we have explained our policies to ************************* where we have mentioned that unfortunately, we have to follow our policies for returns orders. Their order is not eligible for return, and the replacement or exchange extension was offered as a one-time courtesy.
  
  Our return policy for our order states that we provide a 15-day return window starting from the day your item gets fulfilled. ******************************************************************************.

  While their order #****** was fulfilled on June 24, 2024, they had until July 8th to report any issues with their gold to apply the returns policy which they did on July 24th through a review rather than reaching out to our customer care team. After we reached them out, we explained the returns window and what might have caused the allergic reaction. 

  They had accepted an exchange but with an upgraded piece which we were able to clarify our Exchanges Policy that states no running discounts can be applied to an exchange as this will have an option of receiving either the full price of the piece to exchange or an extra 10% of what they have paid. 

  ***********************************************************************************

  ***********************************************************************************

  If they would like to continue with the exchange, we would be more than happy to assist. 

  All the best,

  The A-Team

   

   

   

   

• Initial Complaint

  Date:08/27/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order number #****** for Two-in-One Lab Grown Diamond Eternity Ring from Aurate was placed by me on 5/22/2024 The ring price was originally listed as $3,500 but the ring was on sale/promo at purchase for $2,275. I added a $20 cleaner and with that, fees and taxes, the total was $2,465.12. Received item 5/28/2024 and noticed there were sharp edges to many of the prongs. I overall was pleased with the look, so I didnt return it in the initial refund window (15 days). On 6/27/2024 just under one month of ownership, a diamond fell out of the ring while I was typing at my desk. I did have the stone since it landed on my desk. Having spent this much money on a ring, I knew that I wanted a higher quality product than one that would have a serious defect with only light wear within 1 month. Aurate customer service refused a refund or exchange and required a repair despite my request. I was provided with a pre-paid label due to the situation (usually this is not even allowed), and I submitted the ring for repair. I also asked for them to address the rough edges as with jewelry that is a sign of a prong problem which will weaken the stone support. The repair was order #******* and receipt confirmation was sent to me on 7/5/2024. The stone was replaced and ring returned to me within the 6 weeks on 8/3/2024. After having this only for 2 weeks, on 8/19/2024 another stone fell out of the ring, from a different location on the band this time, directly involving the prong that was sharp that I had asked to be repaired with the initial request. In 6 weeks of wear time, Ive lost two stones, with very normal use (wearing during the day while typing at my desk). I know this will continue to happen as the gold does not support the stones and the setting is not designed to hold the stones adequately, also the quality of the settings are poor which is why there were sharp edges. I am again requesting a full refund. Thank you for your support.

  Business Response

  Date: 09/11/2024

  Hi there,

  We have successfully processed the refund for $2,443.36 that includes her taxes on September 7, 2024, after inspecting her return. 

  Thank you,

  The A-Team

  Customer Answer

  Date: 09/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. I'm filing a complaint about an online jeweler who I believe is running a scam. I purchased a bracelet from them in November 2023. I did not like the item I received, as it felt very cheaply made. So I returned the item in accordance with the company's return policy, and therefore, should be entitled to a refund. After I shipped the item back to them, they emailed me and told me that the item was NOT in the box, and therefore were not going to issue me a refund. They clearly know that I have no way to prove that it was inside the box, so they are just using this as an excuse to scam customers and withhold refunds. I reached out to the company but was unable to get it resolved. I've uploaded the documents that show the package was returned and delivered back to the seller.

  Business Response

  Date: 04/01/2024

  Hi there,

  I hope this message finds you well. I wanted to update you regarding the inspection of your recent return. Our fulfillment manager has carefully reviewed your return, and unfortunately, we did not find the Gold Ball Bracelet included in the return package.

  Despite this, we understand that accidents can happen, and as a gesture of good faith, we will proceed with processing a refund for the missing item. Please allow 3-5 business days for the refund to be processed and reflected in your account.

  Nevertheless, we want you to be aware as a small business, this is a unique exception in an effort to demonstrate our customer care as our this incident falls outside our Returns Policy.

  Thank you,

  The A-Team

  Customer Answer

  Date: 04/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is nonsense, the bracelet was in the. package when I returned it.  Aurate has not provided me a refund yet.  They have given me a bogus excuse that there is a pending chargeback on with my bank that is preventing them from issuing a refund.  I have confirmed with my bank on multiple calls that this is not accurate and that the merchant should be able to issue a refund.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 08/23/2024

  Hi there,

  After trying to process the refund for a third attempt, we have been able to process the refund for $145.88 USD to your original type of payment used for order #****** as the chargeback was cleared. 

  If further questions come up, feel free to shoot us an email at ***************************** or use our live chat service from Monday-Friday 10 am - 6 pm EST.

  All the best,

  The A-Team

  Customer Answer

  Date: 08/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made two purchases from Aurate New York, a jewelry company advertised online via social media networks ********************* and online via advertisements which directed me towards their website. I made the first purchase on 10/03/2023 for $191.00 (Gold Hinged Huggie Earrings, $70; Gold Herringbone Chain Necklace, $180; discount code "FETCH" - $75; Taxes/Fees, $16). The second purchase was made on 11/24/2023 for $107 (Bold Gold Letter Pendant Small, $28; ********************** $70; Discount code 30% off, -$30; Discount Code 30%off, -$12; Taxes/Fees, $8)The hinge on one of the Gold Hinged Huggie Earrings was loose and disengaged with regular wear. When I contacted them about this, they said there was nothing they could do despite the lifetime warranty, because they did not cover lost items. I later found the earring in my home, and have been unable to wear them since. The Gold Herringbone Chain Necklace broke apart in several places after about two and a half months of wear, and as a result, the Bold Gold Letter Pendant Small that I had added to it was lost. I contacted Aurate New York seeking a repair or replacement and was told, after sending in images of the broken necklace, that it had been "mistreated" and did not qualify for a repair. Aurate New York advertises longterm wear of their jewelry pieces in their advertisements with phrases like "you never have to take it off" and "when you're not wearing it (which will be rare)". I purchased these items with the intention of wearing them daily and consistently. In doing so, the jewelry fell apart, and the company is refusing to repair, replace, or refund the items in question. I feel that I have been duped and scammed and am now out $297.00 on broken jewelry I can no longer wear. At this point, I would like a complete refund of my purchases with this company, as I do not trust them to repair or replace the items in a timely fashion. Thank you.

  Business Response

  Date: 01/19/2024

  Once the customer provided photos of the damaged items, Aurate agreed to replacing the earrings, which were reported to be too loose. We have no proof of that until the item is received but we always favor the customer when in doubt.

  The other issue reported was a damaged necklace that broke and caused the customer to lose a pendant that was connected to the necklace.

  The necklace in question appeared to be ripped, it is a 4mm thick silver herringbone chain that would only snap if under extremely strong pressure. Therefore, the Aurate team deemed the damage not cause of faulty manufacturing or even wear and tear, but mistreatment of the product itself. The case was reviewed by senior management and a refund was denied to the customer based on the above facts.

   

• Initial Complaint

  Date:12/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 19, 2023, I ordered 7 ***** bracelets from Aurate New York. In the order process, I checked that all of the bracelets were gifts and that they all need to be packaged individually (this was an option provided during checkout and not a special request). When I received the bracelets, I only got 1 box for all 6 bracelets. I reached out to support and they said they would send boxes. I never received them so I had to reach out a 2nd time. This time they said they would send 6 boxes and again only sent 1 box. I reached out a 3rd time with photo proof and they said they would fix it. I told them that if they couldnt send boxes in time, I would have to return but they assured me that it wouldnt be a problem. When the package came, it was a glass dish that was unrelated to the order. I reached out a 4th time and they said they sent boxes and are asking for proof. I asked for a refund and they said that its past the 30 day return window, but they are the ones that couldnt resolve the problem in that time frame when I gave them multiple chances. They are not letting me receive a refund at this point and I have requested a dispute of transaction with the bank.

  Business Response

  Date: 12/22/2023

  To whom it may concern,

  The Aurate team already acknowledged failing to help the customer in their request to receive extra packaging and approved the extension of the return window for a full refund per the customer's request.

  We have attached the conversation's details including the internal Aurate notes related to this order.

  Thank you

  Customer Answer

  Date: 12/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am requesting that a third party is involved in receiving and acknowledging the return of the product. I dont trust this companys fulfillment team has the competency to receive this package, label it correctly, and process my refund. They couldnt get it right for 3 months when I needed help. How can we set this up? 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business Response

  Date: 01/24/2024

  The Aurate team received both returns and processed both refunds back to the customer account.

  The refunds were processed on 1/17 and 1/24 2024.

  Thank you

  Customer Answer

  Date: 03/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. 
  

  I have returned the items and received a refund. 
  
  Sincerely,
  
  *********************
  
  
  
   
  

  
  

• Initial Complaint

  Date:11/20/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company will not issue any form of refund or exchange based on their return policy, but their return policy is being unfairly used. They claim you can return something 30 days after fulfillment but the company is not letting us return items or exchange items that were only fulfilled a week ago. They refuse to work with us and have only reiterated their return policy when emailed. They have not returned my follow up email. This has occurred on my purchases as well as my partners.

  Business Response

  Date: 12/08/2023

  Customer reached out asking to return an item outside of our 21-day window for a refund. Our return windows are indicated in our FAQs as well as in our return section: *******************************************

  The agent escalated the situation internally and 2 weeks later we granted the exception and provided the customer with the requested outcome of processing the return outside of the window.

  It appears the complaint was filed before we provided the solution; our team took a bit longer to come to a solution due to the holiday rush.

   

• Initial Complaint

  Date:07/12/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an item from Aurate on May 1, 2023 (Order #******). The confirmation said it would ship by June 5. Having heard nothing by June 9, I emailed to ask about the delay, which in itself did not bode well because such a delay should have been preemptively communicated.Since that initial email, I've emailed multiple times asking for updates regarding this order. At this point the order was placed and confirmed two months ago; it should have shipped over a month ago. Initially, Aurate would sporadically respond to my emails. However, my requests for concrete details and an updated timeline for shipping were ignored. The closest I got to concrete information was a convoluted story about my item being sent back to the jewelry maker to be fixed (also alarming as the item was made to order; why was it already broken or defective?). Rather, the emails from Aurate amounted to Were looking into it" and "This has already been escalated."Being completely fed up, I emailed Aurate last week requesting that my money be refunded if the item had not shipped by that Friday. Aurate did not respond to that email or my subsequent email. No refund has been issued.I'm disappointed and frustrated by my experience with Aurate. I have ordered from this company before and did not have these issues. Reading Aurates public responses to BBB complaints and reviews, its excuse for such egregious shipping delays is that production delays/issues have caused the issue. As customers, we understand that delays happen. Most customers are ok with that as long as a business is consistently communicative and responsive to our questions/requests for updates. Aurate has been neither and has lost a lot of goodwill because of it. The market is far too crowded with jewelry of equal quality at a similar price-point with good customer service for us to settle for such a lack of care, communication, and transparency.

  Customer Answer

  Date: 07/14/2023

  Better Business Bureau:
  
  The business in question has not officially responded to my complaint in this forum but has issued the requested refund, which has been received. Therefore, I would like to close this complaint.
  
  Sincerely,
  
  ******* *****
  
  
  
   
  
  

• Initial Complaint

  Date:06/14/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order #****** I placed an order on May 11th, 2023. I ordered because the indicated shipment date was May 15th. I wrote them after May 15th because I was not provided a tracking #. I was informed there was a system issue on availability so the shipment date was moved to 2nd week of June or earlier. My order status still says Unfulfilled as of this writing (June 13th). I asked for a full refund twice but they won't budge and offered me a complimentary Travel Pouch instead which will require another purchase. I am not interested, I just want my money back. It's way past the promised delivery date. It's been more than a month and my order status has not changed.