Aura Reviews 120

Aura’s customer support experience has been deeply frustrating and ineffective. My issue was repeatedly misunderstood, and I was sent generic, scripted responses instead of receiving meaningful, tailored assistance.

I purchased a new frame for myself and it adopted content from a frame I was a collaborator on for a different family member. Now their frame doesn’t work and mine has all their photos.

I went back and forth with customer support numerous times and spent over five hours troubleshooting and corresponding, yet the issue STILL HAS NOT BEEN properly resolved. Each response felt disconnected from the previous one, forcing me to repeatedly re-explain the same problem without progress.

There is no live support or clear escalation path, which makes resolving anything beyond the most basic issue nearly impossible. For a product marketed as simple and family-friendly, the setup and account management experience is unnecessarily complicated.

For a premium-priced product, this level of customer care is unacceptable. I expected far better support, accountability, and follow-through.

I very stupidly crushed the power cable, I emailed Aura to explain what had happened, Faustine from Aura, emailed me very quickly, saying she would replace the power cord, it arrived two days later, I was so impressed by this service I bought another for my business partner, and will buy more for friends, if you're looking for the perfect present, Aura is the one for you!

Aura Frames has been the best company. Their frames are excellent... my mom, sister and sister-in-law all have them and we interact with our pics. They did not have to replace my frame.. it was well out of warranty and yet they did. They have excellent customer service when one believes it is nearly non-existent.

Love this place. Quick and excellent products

The frame seems good and easy to use. BUT there is no ability to create playlists or galleries. All photos on the frame are shown. It would be nice to set up playlists of photos for different themes, say holidays or family, and be able to switch between them. I should have done more research before I bought it. Disappointing.

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This company still does good old fashioned proper customer support. Fast answers by knowledgeable support staff that go the extra mile to make you happy.
My mother’s few years old photo frame suffered a faulty power cord.
Aura’s Support rep Faustina very quickly sent me a new replacement power cord, FOC - and fast. Now, THAT is service!

I love my digital frame. I have put years of old photos onto the frame. They were just sitting in old photo albums never been looked at. Now every time i pass the frame i stop and get a lovely view of my children when they were young, and lots of lovely other memories. Then all the current photos that are on my phone have been added to it so i get to see my grand children very day!! Its fantastic. AND if that's not good enough, i had an issue with it recently and customer service had the whole thing resolved VERY quickly. Amazing back up.

My elderly father has an aura frame which gives him boundless joy. He stared at for hours every day. We contacted Aura when it inexplicably went blank, and they set about fixing the problem immediately. Amazing product, with customer service that sets a new standard. Thank you!

Our daughter bought the Aura frame which looks fantastic tbh but I’m frustrated to find that it shows the same pictures and videos in both random and chronological order, which is probably about 20% of which I’ve uploaded. I’ve had it running for 6 days after uploading approximately 400 pictures and maybe 10 videos, I’ve looked up what it could be and apparently the pictures/videos can take minutes to days to upload depending on Wi-Fi and sizes. It’s almost a week and not one extra picture has been seen since day one. Also I can’t adjust anything which for some reason is not in the frame properly (but perfect on my phone) because my pictures on the Aura app are blank ffs

I have to say the Aura team was amazing at setting up our new frame when our older one had an issue. Absolute A+ service to recover our photos we thought would have to be reloaded. Aura is great.

When the frame wouldn't turn on Aura (Faustine) solved the issue completely, quickly and without any fuss.

I received an almost immediate response from Aura customer service representative, Rey to my inquiry about my frame not working after a power surge. The advice was clear and easy to follow. Within two minutes my Aura frame was up and running and all my photos were restored.

These days it's a little surprising when you get great customer service. That is exactly what I received from Aura regarding the issue we had with our frame. They responded quickly and the problem was resolved.

Prompt and efficient. A pleasure to work with. Will certainly recommend Aura to friends and family. Katie Gunter

Aura Frames just exceeded our expectations in customer service. Our photo frame stopped working and after trying all the troubleshooting options, we called Aura and they said they would send us a new power cord for free. It arrived and that was the issue and now we have our Aura Frame working again! It's also the best photo frame we have had and we tried several of them!

I encountered an issue with my Aura frame, as it ceased to function and wouldn't turn on. Despite trying various troubleshooting steps, including those recommended on the website, I was unable to resolve the problem. I then contacted Aura, and they promptly investigated the matter and sent me a replacement frame.

Amazing customer service. 5 stars with the fix of an issue with our Aura Frame!!

Great sevice second to none special thanks to Quint