Aurum Jewellers and Designers 21 Bedford Street, Norwich NR2 1AR

"First time leaving a review for somewhere but felt I had to after the A* service I received. Popped into store with absolutely no idea on what to buy for my partner. Spoke to Charlie and she was one of the most helpful shop workers I've ever dealt with. Charlie was extremely friendly and knowledgeable and put me totally at ease. Ended up finding something perfect. The store itself is beautiful and full of amazing jewellery! Will definitely shop here again and highly recommend it to everyone else!"

"The worst customer experience I've had in many years. I initially went in to enquire about an engagement ring that I liked from the window display. I spoke to someone about my budget, time scale and requirements and left my details. Two weeks later I hadn't heard anything so I went back in and was told abruptly that I had been emailed (I hadn't). No apology was offered and I was told I would be emailed (for a second time) in 'the next few days'. This email didn't arrive either. So this morning (another week later) I gave the lovely, helpful people in Goldsmiths across town a deposit on a different ring instead. I went in to Aurum for a third time today to bring this matter to the attention of the manager, because if I was the manager or owner of this business I would want to know that customers enquiries were not being followed up, and I was met with astonishing aggression, FROM THE MANAGER! More lies and more excuses, including 'we are in Christmas mode' (presumably that means we are too busy to help you?) and 'I said we couldn't do it' which they obviously didn't say or I wouldn't of waited for them to contact me or bothered going back twice! Thankfully, Norwich is full of jewellers who are friendly, knowledgable and willing to help, and I was able to find what I wanted elsewhere, but I feel compelled to warn potential customers of Aurum by highlighting my experience in the hope that they will avoid the same stress of an impending proposal date with no follow up. At a time when bricks and mortar retailers are in decline and people are shopping on line more and more, I'm stunned at the awful customer service I've experienced at Aurum. As a retail manager myself with over twenty years experience, I feel more than qualified to remind Aurum that aggressively defending their failure to do what they said they would do is a perfect example of getting the basics very wrong. Poor customer service simply doesn't cover it, incompetent and rude more accurately summarises my experience."

"A fantastic shop with unique lines and exceptional customer service. I worked with owner Jon on a design for our engagement ring. His insights, skill and creativity were invaluable - he helped marry design beauty with strength. The ring was exceptional when it arrived and the customer service second to none: timely, clear, honest - nothing was too much. As such we returned to discuss wedding rings. Again, Jon was on hand to guide us with his years of experience. There aren't many shops like this, it is - if you'll pardon the pun - a real gem, and Jon is the proverbial diamond. I shall return for an eternity ring I'm sure!"

"Exceptional customer service. Jon was amazing and was incredibly patient in sorting out the correct size for my replacement wedding ring. Aurum were great in answering my questions before and after ordering my ring, and I'll definitely be coming back for my future jewellery needs. I cannot recommend Aurum highly enough!"