Ash & Ember Reviews

Name: Ash & Ember
Address: 3839 Forest Hill Irene Road, 3839 Forest Hill Irene Road, Memphis
Rating: 4.47

4.5 Rating 2,786 Reviews

86 %

of reviewers recommend Ash & Ember

4.5

Based on 2,786 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 89%
Accurate And Undamaged Orders	Greater than 87%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.1 out of 5
Returns & Refunds
Returns Process	Could Be Better

Visit Website

Phone:

(800) 605-8241

Email:

info@ashandemberoutdoors.com

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Ash & Ember 5 star review on 24th September 2024

382

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful Language: Any Any

English

“No clear direction on what fire ring goes with. What fire grate. Ordered what I thought to be a matching combination only to find out the fire ring was way too small. Better information needs to be available on your site to make sure that items work with other items as a kit.”

Helpful Report

Posted 2 years ago

Hello Eric, please accept our heartfelt apologies if you have ordered the wrong size. Your feedback will certainly be used to improve the product listing in order to ensure that our customers are not confused by the information on the item. I checked your account and noticed that you've already spoken with one of our product specialists, who has already submitted your return request. Please email us at info@titangreatoutdoors.com with the subject PBR Amyra if you require further assistance.

Posted 2 years ago

“Next time brand new customer like myself participates in 5% off, honor it. Nothing that I "easily" saw said anything about sale items not included. I love the fireside grate but thought the pitch for 5% for my email info was shady”

Helpful Report

Posted 2 years ago

Hello Tim, please accept our heartfelt apologies if your request to use the 5% discount on an order that has been placed was not honored. Your feedback will undoubtedly be used to enhance our policy about discounts and coupons. Unfortunately, we are not able to retroactively apply any coupon to an order that has already been placed. Also, the item you purchase is already discounted, which is why the 5% coupon was not applied. Please be advised that you cannot use any other discount/coupon on top of items that are already discounted. Please see the terms and conditions attached to the 5% coupon code that was sent to you. We suggest you use it soon on a future order. If you have any concerns, please email us at info@titangreatoutdoors.com and mention PBR Amyra.

Posted 2 years ago

“Was super satisfied with my purchase. Great price. However, when the box arrived damaged, along with a chair with scratches and dents, they offered me a 10% refund ($5) to resolve the issue. I'm not satisfied with this. I would expect a new chair to be sent or a refund in the price of 1 chair. Will update review if customer service comes to a better resolution.”

Helpful Report

Posted 2 years ago

Hello Heather, please accept our heartfelt apologies if the item you received was damaged in transit. We value our customers' feedback and are constantly working with shipping providers to enhance our packaging so that it can survive the rigors of transit. I reviewed your account and orders to see if there was anything we could do to improve your situation. Unfortunately, I was unable to come up with a better option than the one we have presented, which is to keep the item and issue a partial refund. If you need further assistance, don't hesitate to get in touch with us at info@titangreatoutdoors.com and reference PBR Amyra.

Posted 2 years ago

“The piece arrived on time but with many scratches and chips all over the surface of the table. Very upsetting.”

Helpful Report

Posted 2 years ago

Hello Beatrice, please accept our heartfelt apologies for any damage to your order during delivery. We value our customers' feedback and are constantly working with carriers to enhance our packaging so that it can endure the rigors of transit. I reviewed your account and found out that we have issued a partial refund to cover the cosmetic issues. Please email us at info@titangreatoutdoors.com with the reference PBR Amyra if you require further assistance.

Posted 2 years ago

“It came greasy and dirty. Has burnt food on it. Looks like it was used. No assembly instructions.”

Helpful Report

Posted 2 years ago

Hello Lynn, please accept our sincere apologies if the item arrived without the manual. To avoid customer confusion, we will consider your suggestions to improve the manuals for our products and ensure that every product we ship has a manual inside the package. The item's manual may be found at http://titanmanuals.com/pdfs/35SPROWHV2.pdf. Also, the item you purchased is from Scratch and Dent Deal - the item may have cosmetic damage and/or missing hardware. Please email us at info@titangreatoutdoors.com with the reference PBR Amyra if you require further assistance.

Posted 2 years ago

“Well the iron stake didn’t come and I haven’t received the refund promised. I still now have a useless grate with no stake, even if I do get refunded it’s still irritating, can I get some help on this? I know you guys have an iron stake for this laying around somewhere.”

Helpful Report

Posted 2 years ago

Hello Matthew, please accept our sincere apologies if parts of your order are missing. Your feedback will certainly be used to enhance our shipping procedure, ensuring that our warehouse team properly inspects the items prior to delivery to guarantee that they are complete. I checked your account and found that you had already spoken with one of our specialists, who had issued a full refund on June 09, 2022, without requiring you to return the item you received. The refund should reflect your account in 5-7 business days. Please email us at info@titangreatoutdoors.com and reference PBR Amyra if you require further assistance.

Posted 2 years ago

“Great shipping speed. Product was super flimsy.”

Helpful Report

Posted 2 years ago

Hello Emily, please accept our heartfelt apologies if the item you purchased did not live up to your expectations. Your feedback will undoubtedly be used to enhance the items we manufacture in order to achieve our objective of giving the highest quality possible. If the item fails in any way, you may file a warranty claim using this link: https://support.titangreatoutdoors.com/hc/en-us/requests/new?ticket_form_id=360000859851. You can also email us at info@titanbrands.com with the subject PBR Joanna so that we can assist you further.

Posted 2 years ago

“I ordered the 59" teak glider and received a huge grill instead. The grill weighed 200lbs and was dropped into my driveway. I could not move the grill and had to park my car on the street for a few days until it was picked up. Your customer service had it picked up a few days later. Even before the glider was resent the item had a price reduction. I contacted customer service for the adjustment and had to fight to get it. I cannot say I had a great experience purchasing from your company.”

Helpful Report

Posted 2 years ago

Hello Tammy, please accept our heartfelt apologies for the terrible customer service you received, as well as the incorrect item we sent you and the problems you had with your order. Your feedback will undoubtedly be used to enhance our shipping process, ensuring that our warehouse team properly inspects the items before sending them to verify that the correct item is selected. We're pleased to confirm that the replacement order for the correct item arrived on May 6, 2022. Please contact info@titanbrands.com and reference PBR Joanna if you require further assistance.

Posted 2 years ago

“I ordered the adjustable grill (Santa Maria style) accessory for my Weber 22". Unfortunately, the grill grate doesn't drop to the lowest position. It gets stuck about halfway down. I wrote to Titan to ask if they had any suggestions on how to fix it and haven't heard back as of yet.”

Helpful Report

Posted 2 years ago

Hello Michael, please accept our heartfelt apologies for the damaged item you received. Your feedback will certainly be used to enhance our shipping process, ensuring that our warehouse team properly inspects the items before shipping to guarantee that we are providing the highest quality possible. I checked your account and found that you had already spoken with one of our Product Specialists, who had created your parts order. Please email us at info@titanbrands.com and reference PBR Joanna if you require further assistance.

Posted 2 years ago

“Extremely disappointed. Top leaks none stop. None existent documentation. Lousy customer service. Requested call back and never received one. Matthew Putman (804) 214-1322”

Helpful Report

Posted 2 years ago

Hello Matthew, please accept our sincere apologies for the inconvenience in your order. Your feedback will undoubtedly be used to improve our processes, ensuring that all essential information regarding the item you purchased is well documented and simple to comprehend. I checked your account and found that you had previously spoken with one of our product specialists, who will provide you instructions on how to modify the temperature of the device you purchased. Please contact us at info@titanbrands.com and mention PBR Joanna if you require further assistance.

Posted 2 years ago

“Item sat in "shipping information sent to Fedex" for 4 days. After three days I asked customer service for the order status and was told to wait 2 days for the order status to update (this helpful bit of advice was given on day 3...). Item arrived, but had minor damage that I fixed rather than dealing with Titan.”

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Posted 3 years ago

Ash & Ember is rated 4.5 based on 2,786 reviews