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

“The box arrived in terrible shape but more importantly, these are the worst assembly instructions I have ever seen and to make it worse, none of the holes line up with the threads. Been beating my head against a wall for two hours.”

Helpful Report

Posted 8 months ago

Hello, 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. To best serve you, kindly file a warranty claim using this link: https://support.ashandemberoutdoors.com/hc/en-us/requests/new. The warranty claim process is handled by our in-house Product Support Team, and this form delivers the information they need to quickly review and resolve your claim. Please reach us at info@titanbrands.com if you require further assistance.

Posted 8 months ago

“My order has not arrived. I sent an email to customer service but have yet to receive any information on where the package is or what the status of my order is. Very disappointing to say the least.”

Helpful Report

Posted 8 months ago

Hello. Please accept our sincere apologies if your package was 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 customer service specialists who assisted you with your concern and processed a full refund. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 8 months ago

“Table showed up all scratched and box was damaged”

Helpful Report

Posted 8 months ago

Hello, 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. To best serve you, kindly file a warranty claim using this link: https://ashandemberoutdoors.com/pages/return-policy. The warranty claim process is handled by our in-house Product Support Team, and this form delivers the information they need to quickly review and resolve your claim. Please reach us at info@titanbrands.com if you require further assistance.

Posted 8 months ago

“This was supposed to be a Father’s Day gift for my husband. I made the mistake of not taking accurate measures. It is too small for our XL egg. The shipping will costs me more that the actual table and on top a restocking fee. Now I have a table that doesn’t work for us and trying to sell it on the side to recover some money to buy the actual size that I need.”

Helpful Report

Posted 9 months ago

Hello, 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. 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, in the original packaging, and in new condition. Here's the link to our return policy for your reference, https://ashandemberoutdoors.com/pages/return-policy. Please reach us at info@titanbrands.com if you require further assistance.

Posted 9 months ago

“Ordered and paid for a grill and cart Ended up with only a cart snd no barbeque but repeated postponement of delivery Eventually got refund for the grill and have now have a solitary cart and no grill.”

Helpful Report

Posted 9 months ago

Hi. We apologize for the inconvenience you've experienced. Upon checking, the grill was back ordered and we see that you requested to cancel it. A refund has been processed for the grill. If you decide to place the order again, you can do so on our website or over the phone through our sales team. Thank you for your understanding. Please reach us at info@titanbrands.com if you require further assistance.

Posted 9 months ago

“Stay away from this company. They have the worst customer service. I received a broken table and they offered $50 to go buy putty and fix it myself. What a joke!”

Helpful Report

Posted 10 months ago

Hello, 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 and warranty specialists who assisted you with your concern. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 9 months ago

“They sent me 2 large, heavy boxes with the correct SKU number on each. When we opened the boxes, each one contained furniture that didn't match the box! Replacements were sent. Once again, the right SKU number BUT THE WRONG FURNITURE INSIDE!! They didn't bother to check the boxes to see what was inside!”

Helpful Report

Posted 10 months ago

Hello, 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 and warranty specialists who assisted you with your concern and processed another replacement for you. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 9 months ago

“Package arrived damaged and fire pit cracked. Called support for replacement and was transfered to another company (route) that was going to order replacement, free of cost, because i had purchased shipping protection. received new order confirmation from Route same day that i spoke to associate. However, 6 days passed without any updates. Logged back into Ash & Ember and saw that new order for replacement was cancelled. Tried calling customer support for over 3 hours trying to speak to an agent without any luck. Finally was connected to an agent who also was unclear of status (said, replacement was listed 'pending'). Now waiting for over a week for replacement without any updates.”

Helpful Report

Posted 10 months ago

Hello, 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 product and warranty specialists who assisted you with your concern and issued the replacement for you. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 9 months ago

“I ordered four Adirondack chairs. One arrived broken and ash & ember offered me a partial payment of less than $40. These chairs cost $349.00. The broken chair is unusable.”

Helpful Report

Posted 10 months ago

Hello, 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 product and warranty specialists who assisted you with your concern and processed the return for you. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 9 months ago

“my grill arrived with several spots on the hood that had been hand painted looked to be a black gloss paint with runs. I filled out a warranty claim and talked to customer service. I was offered an unacceptable solution and the problem is still unresolved.”

Helpful Report

Posted 10 months ago

Hello, 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. Since you purchased the Route Protection Package, kindly file a claim on their website: https://claims.route.com. Click on Contact Support and click on File a Claim. Route’s expert support team will help ensure your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing. Please reach us at info@titanbrands.com if you require further assistance.

Posted 10 months ago

“I received my gazebo about 14 days ago. The packaging was partly open but until I got it home I didn't realize I was missing important hardware and could not assemble it. Contacted company and exchanged about 8 emails with separate party that insured the shipment but still no positive response back regarding a resolution.”

Helpful Report

Posted 10 months ago

Hello, please accept our sincere apologies if the packaging of the item you received was damaged in transit and some parts are missing. 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. Since you purchased the Route Protection Package, kindly file a claim on their website: https://claims.route.com. Click on Contact Support and click on File a Claim. Route’s expert support team will help ensure your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing. Please reach us at info@titanbrands.com if you require further assistance.

Posted 10 months ago

“I asked to exchange a fire pit for a larger model before the smaller model had shipped. Ash charged me for both. This was 3 weeks ago and they still have not refunded me for the smaller fire pit -- for no reason, as far as I can tell. There has been zero communication, and it's not an item that was ever delivered to my house in the first place. Based on the excellent pre-sale customer serfvice, I had expected more follow-through. Or at least *some*.”

Helpful Report

Posted 10 months ago

Hi, we apologize for the delay on the refund. Upon checking, the refund was issued on 06/04/2024 and should reflect on your account in 7-10 business days. Please note: Our refunds are posted in your account to the original date of the order. Please reach us at info@titanbrands.com if you require further assistance.

Posted 10 months ago

“My wife ordered a dueling tree for my birthday. Several parts were missing and therwe were duplicates of other pieces. I called and spoke to a representative and explained the problem. I was sent an email requesting pictures. I took the photos and also took a photo of the manual and circled the missing part and entered the information exactly identifying the missing parts, listed it by the part number and also the part name and sent an email with all the photos and information. Then the response was that I would need to return the original item. I was not going to pay for 70 pounds of metal to be sent back and asked for a return label, none was given. A few days later another email was received stating the replacement missing parts were being shipped./ The package arrived yesterday and it was the exact same items that were sent the first time, once again missing part #5 the 'target stand'. I am at my wits end, this should not be a problem to send the missing parts, but apparently it is. Very frustrating.”

Helpful Report

Posted 10 months ago

Hello, 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@titanbrands.com if you require further assistance.

Posted 10 months ago

“My grill showed up rusty. I reached out to customer service and was told they are working on it. It's been two weeks.... then I was told I could just sand the parts... After dropping $1300+ for a brand new grill, it should not be rusty.”

Helpful Report

Posted 10 months ago

Hello, 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 and warranty specialists who assisted you with your concern and processed a replacement for you. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 10 months ago

“The grill that I ordered is such a piece of junk I can not belive it. Please remove my name and info, do not contact me for any reason!!!”

Helpful Report

Posted 10 months ago

Hello, 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. 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, in the original packaging, and in new condition. Here's the link to our return policy for your reference, https://ashandemberoutdoors.com/pages/return-policy. Please reach us at info@titanbrands.com if you require further assistance.

Posted 10 months ago

“Ordered a bench - unpacked to find seat boards ripped off. No damage to box. Contacted customer service had to open a “request” & send pictures of the damage. Did this a week ago no resolution no call or email back with any options, get the run around when a live person answers the phone or transferred to another department, they don’t pick up . Unfortunately so far, I cannot recommend this company.”

Helpful Report

Posted 10 months ago

Hello, 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 product and warranty specialists who assisted you with your concern and processed the partial refund for you. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 10 months ago

“Customer Service is impossible. Fire pit grate rusted with first rain. No support available other than instructions to paint it over again. Not waht I expected. i have a warranty claim that is not being responded to.”

Helpful Report

Posted 11 months ago

Hello, 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 and warranty specialists who assisted you with your concern. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 11 months ago

“Absolutely worst purchase ever. The grill was faulty from the beginning with one of the firebox doors not working and the moveable grate getting stuck. On the third use, one of the wires that's lifts and lowers the grate broke rendering the grill unusable. The company that makes the grill (third party) wants us to disassemble, pack and ship the 300+ pound grill back? This would take hours and hundreds of dollars, plus help to carry it. We feel like we've been taken advantage of as there is no way this item was designed to work properly. I feel ash and ember should stand behind this product and resolve the issue but they just referred us to the third party, who is useless. Please, if you're looking for an Argentine grill, look elsewhere. This one is a complete fraud.”

Helpful Report

Posted 11 months ago

Hello, 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 and warranty specialists who assisted you with your concern. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 10 months ago

“We had to pay for shipping”

Helpful Report

Posted 11 months ago

Hello, we apologize for any inconvenience. We still offer free shipping, but due to increased costs, additional charges apply to products because of size, weight, or special handling that is required to make sure your order reaches you safely. You can read more about the shipping policy at this link, https://www.ashandemberoutdoors.com/shipping-policy.html. Please reach us at info@titanbrands.com if you require further assistance.

Posted 11 months ago

“The return policy is awful so now I’m stuck with a product I can’t use”

Helpful Report

Posted 11 months ago

Hello, 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. 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, in the original packaging, and in new condition. However, as stated in our return policy, Titan will offer a refund of your original purchase price minus the restocking fee within 30 days of your delivery date.  Unfortunately, we don't have control over the return cost as it is being paid to the carrier. Here's the link to our return policy for your reference, https://www.ashandemberoutdoors.com/return-policy.html. Please reach us at info@titanbrands.com if you require further assistance.

Posted 11 months ago

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

Ash & Ember Reviews