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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Anonymous

Anonymous // 01/01/2019

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

English

“The fire pit arrived damaged and I am still waiting for a resolution 5 days later. Terrible customer service to this point.”

Helpful Report

Posted 2 years ago

Hello Ryan, please accept our sincere 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 checked your account and you have been assisted by one of our customer service specialists who informed you that as per our Product Support department, it appears to be corrosion. They said it should burn off after a couple of uses. Please use the item a couple of times and if you are not satisfied, you can contact us and we'll be glad to assist further. Please email us at info@titangreatoutdoors.com with the reference PBR Amyra if you require further assistance.

Posted 2 years ago

“I received the wrong item (the correct item eas ordered but the wrong one delivered) now I am trying to prove I received the incorrect item instead of the company just issuing a pickup. Absolutely ridiculous. I will never be shopping here again.”

Helpful Report

Posted 2 years ago

Hello Robert, please accept our sincere apologies for sending you the wrong item. Your feedback will undoubtedly be used to enhance our shipping process, ensuring that our warehouse team properly inspects the items before shipping to verify that the correct item is selected. I checked your account and found that you had already spoken with one of our product specialists, who had placed your replacement order. Please email us at info@titangreatoutdoors.com and reference PBR Amyra if you require further assistance.

Posted 2 years ago

“Took almost 2 months to get my order”

Helpful Report

Posted 2 years ago

Hello Billy. Please accept our sincere apologies if your package was delayed due to the first shipment being lost in transit by our partner courier. Unfortunately, we have little control over these issues, and our couriers do their best to deliver our packages on schedule. I checked your account and found that you had already spoken with one of our product specialists, who had placed your replacement order that was delivered on September 27, 2022. Please email us at info@titangreatoutdoors.com and reference PBR Amyra if you require further assistance.

Posted 2 years ago

“This item was delivered ok, but when I opened it and I only had one hook. When I called to get another hook I was told that they didn't have any I was even trying to buy one, but they said it would take about three months to get another hook. I was told I might as well just return the item, but I would be charged a 15% restocking fee. I have bought many things before but this is rediculous and everything is being blamed on the supply chain, Wow.”

Helpful Report

Posted 2 years ago

Hi Joseph, thank you for the review and I’m really sorry to hear you had a frustrating experience. We set a high standard for ourselves, and we’re so sorry to hear this was not met in your interaction with us. I have had a chance to check and I can see that one from our team has reached out on 09/30 and offered a resolution which was accepted. This is on us and we'll strive to do better. Thank you for the opportunity to turn this around for you.

Posted 2 years ago

“I received my purchase after a long delay do to damage by fedex. The product is missing the hardware, at least one structural piece and damaged. I spoke to Therese Canete in customer service on 9/15 and emailed her 10 pics of the condition of the item and noted the missing pieces. I asked for a refund and instructions to return. No reply from anyone at Titan. Will be filing a complaint with my Credit card Co and BBB. Get with it over there in customer care Ralph”

Helpful Report

Posted 2 years ago

Hello Ralph. please accept our sincere apologies if the item 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 checked your account and found that you had already spoken with one of our product specialists, who had placed your replacement order. Please email us at info@titangreatoutdoors.com and reference PBR Amyra if you require further assistance.

Posted 2 years ago

“Purchased a “scratch and dent” roaster, received a banged up used roaster with a significant foul odor (assuming from the previous owner who didn’t clean after using it). However, TGO made it right by refunding me 100%. Their quality assurance process leave much to be desired.”

Helpful Report

Posted 2 years ago

Hello Richard, please accept our sincere apologies if the item you purchased did not live up to your expectations. We pride ourselves on providing high-quality products. I checked your account and found that you had already spoken with one of our product specialists, who had processed a full refund for you without requiring the item to be returned. Please email us at info@titangreatoutdoors.com and reference PBR Amyra if you require further assistance.

Posted 2 years ago

“The titan grill I recieved was used and not a "scratch and dent" was advertised. I have talked to a staff person who requested pictures. Which I did send yesterday 9/13 via email. I have not received a response as of yet. I'll with hold my review pending the outcome of my issues.”

Helpful Report

Posted 2 years ago

Hello Travis, please accept our sincere apologies if the item you purchased did not live up to your expectations. We pride ourselves on providing high-quality products. I checked your account and found that you had already spoken with one of our product specialists, who had placed your replacement order. Please email us at info@titangreatoutdoors.com and reference PBR Amyra if you require further assistance.

Posted 2 years ago

“I purchased a scratch and dent lounger. Was expecting minor damage which would be ok. Was NOT expecting missing parts which is a totally different discription. That is very misleading.”

Helpful Report

Posted 2 years ago

Hi Robert, thank you for the review and my apologies about this sir. Items from our Scratch and Dent section may have cosmetic damage and/or missing hardware. Items from this category are not eligible for returns, replacements or warranty claims and thus we cannot key a replacement hardware order. If items from this category are delivered with missing proprietary parts or parts that cannot be sourced locally, our product support team can assist in keying a parts order. My apologies again as such is our Scratch and Dent Deal.

Posted 2 years ago

“Placed my order in plenty of time before our Labor Day camping trip. The grill arrived on time-the spike/rod did not: the grill is useless without the rod to suspend it above the fire.”

Helpful Report

Posted 2 years ago

Hello David, please accept our sincere apologies if your order was delayed. I checked your account and found that you have already spoken with one of our customer service specialists, who informed you that the reason why this was delayed, is we were waiting for the invoice from you. this was dated back last August 25, 2022. you paid for the pole but did not send the invoice to us, you were asked to send the invoice once paid, but nothing was sent to us. That is why the two-piece poll was not delivered. I have checked, and the order for the pole has been issued and is now in transit. If you have any concerns, please email us at info@titangreatoutdoors.com and mention PBR Amyra.

Posted 2 years ago

“Just opened the carton. The post is missing.”

Helpful Report

Posted 2 years ago

Hello Grant, 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 product specialists, who had placed your replacement order. Please email us at info@titangreatoutdoors.com and reference PBR Amyra if you require further assistance.

Posted 2 years ago

“Products purchased am pleased with .Your customer service sucks. Will not buy from Titan in the future”

Helpful Report

Posted 2 years ago

Hi Art, thank you for the review and I’m really sorry to hear you had a frustrating experience. We set a high standard for ourselves, and we’re so sorry to hear this was not met in your interaction with us. I have had a chance to check and my apologies as due to fast turn around times, we cannot make changes to most orders. Orders for in stock items are sent to our warehouse team as soon as they are placed and our warehouse team cannot make changes to orders, just process the order based on the information on them. I can see that a rerouting request with the carrier has been offered but was not accepted. This is usually the only option we have for changing shipping addresses. My apologies again.

Posted 2 years ago

“Box was missing essential parts. I am now waiting for the replacements to arrive”

Helpful Report

Posted 2 years ago

Hello Brian, 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 product specialists, who had placed your replacement order. Please email us at info@titangreatoutdoors.com and reference PBR Amyra if you require further assistance.

Posted 2 years ago

“It doesn't fit my camp chef griddle. It's too small.”

Helpful Report

Posted 2 years ago

Hello Jeffrey, please accept our sincere apologies if the item you purchased did not live up to your expectations. We value our customers' feedback and are constantly working with carriers to enhance the products we manufacture to achieve our goal of providing the highest quality possible. If you’re not satisfied with your purchase, we offer a refund for up to 30 days after your order has been delivered, provided it is unused and is in new condition. Here's the link to our return policy for your reference, https://www.titangreatoutdoors.com/return-policy.html. Please email us at info@titangreatoutdoors.com with the reference PBR Amyra if you require further assistance.

Posted 2 years ago

“It’s missing one part”

Helpful Report

Posted 2 years ago

Hello Goran, 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 sent you an email on August 05, 2022, confirming which part is missing, but I have yet to hear back. Please contact us at info@titangreatoutdoors.com with the subject PBR Amyra so that we can assist you further.

Posted 2 years ago

“So I ordered a cauldron, grill and chain off Amazon, they all came but the cauldron handle holes were not drilled in the center of the cauldron so it hung at about a 10-degree angle. I packaged that one up and returned it via Amazon. Then I ordered another cauldron, grill and chain (which comes as a set) from Titan Great Outdoors directly. Unfortunately, only the cauldron showed up but no grill or chain. I then contacted Titan Great Outdoors customer service via email. The person corresponded nicely but nothing came. So I contacted Titan Great Outdoors customer service then two weeks later another cauldron shows up with a grill but still no chain. Now I have an extra cauldron (what am I going to do with it) and I am going to buy the chain from the hardware store. So overall not thrilled with the experience.”

Helpful Report

Posted 2 years ago

Hello John, 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. You may purchase the chain locally and send us the receipt, and we will compensate you for the missing chain. Please email us at info@titangreatoutdoors.com and reference PBR Amyra if you require further assistance.

Posted 2 years ago

“Part i received out of the box has defect from manufacturer. Then you make it worse because i had to waste 45 min on the phone with customer service and servicetechnician only to be told i have to file a warranty claim online and wait a couple days for you to figure out a resolution to my problem. On top of that box was received damaged and part was scratched. All notated with carrier. Not a good first go round with titan”

Helpful Report

Posted 2 years ago

Hello David, please accept our sincere 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 checked your account and found that you had already spoken with one of our warranty specialists, who had processed a full refund for you without requiring the item to be returned. Please email us at info@titangreatoutdoors.com and reference PBR Amyra if you require further assistance.

Posted 2 years ago

“Unimpressed. I own a Solo stove for another location and bought Titan's stainless steel replica. Heavier but not as efficient in reducing smoke. The lid is not as durable as Solo's and more apt to be blown by the wind and damaged. My real issue was the unit came damaged (deeply dented in two spots) and the box had no sign of shipping damage which means quality control is lacking. Customer service was quick to respond and offered me a new one. I hate to see extra shipping, boxes and a stove go to waste so requested simply a reduction in my cost. They only offered $13. Sigh. Titan will spend at least $100 to ship a new one and pickup the old. Customer service does not have the authority to make a good decision for the company and the environment. Waiting on my new one.”

Helpful Report

Posted 2 years ago

Hello Lewis, 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 looked into your account and found that you had already spoken with one of our product specialists, who submitted the replacement and return for you. If you need further assistance, please contact us at info@titangreatoutdoors.com and mention PBR Amyra.

Posted 2 years ago

“I didn’t receive the casters with the grill table. I called and they said they would send them. That was the Monday after Father’s Day, I haven’t received them yet.”

Helpful Report

Posted 2 years ago

Hello Jenna, please accept our heartfelt apologies for the poor quality of the item you received and the parts of your order that were missing. We value our customers' opinions and are constantly improving our shipping process so that our warehouse team properly inspects the items before shipping to confirm that all parts are present. I checked your account and found that on 7/28/2022, a full refund was issued. If you need further assistance, please email info@titanbrands.com and mention PBR Karen.

Posted 2 years ago

“Either your advertising is misleading or you sent me the wrong cover for my 15 inch grill.”

Helpful Report

Posted 2 years ago

Hello Dana, we apologize for the inconvenience. I checked your account and verified that our product team sent you an email on August 16, 2022, asking for photos, but we have yet to hear back. Please reply to the email or contact us at info@titangreatoutdoors.com with the subject PBR Amyra so that we can assist you further.

Posted 2 years ago

“First ordered was cancelled and I was never notified. Second order was damaged in transit and returned to seller by shipping company. Fir third attempt, seller sent me wrong item. I believe it was someone else’s order. Fantastic job.”

Helpful Report

Posted 2 years ago

Hi James, thank you for your review and I’m really sorry to hear you had a frustrating experience. I have had a chance to check this and I am glad to see that the 3rd replacement has been received and signed despite another shipment being delivered to you in error by the courier. We value our customers' experience and feedback and are constantly working with carriers to better make shipping more efficient. My apologies again as we were not able to factor this unforeseen issue the carrier has encountered.

Posted 2 years ago

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