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

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Phone:

(800) 605-8241

Email:

info@ashandemberoutdoors.com

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Anonymous

Anonymous // 01/01/2019

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

English

“Product is beautiful, heavy duty and comfortable. Shipping packaging needs to be improved. All boxes came with some damage. The product (chairs) had some cosmetic damage and 1 chair had a broken structural piece which made it unable to assemble.”

Helpful Report

Posted 1 year ago

Hello, please accept our sincere apologies if the item you ordered 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. To best serve you, kindly file a warranty claim using this link: https://support.titangreatoutdoors.com/hc/en-us/requests/new?ticket_form_id=360000859851. 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. You may also contact us at info@titangreatoutdoors.com if you require additional assistance.

Posted 1 year ago

“This is not product review. This is for service. I ordered the item while it was in stock, then I was told that it is on backorder. I paid extra to get it sooner in time for party. Unfortunately it was delivered about a month after the order but they charged for it at the time of order. No compensation for the delay.”

Helpful Report

Posted 1 year ago

Hi! We sincerely apologize for your experience with us. I reviewed your account and found that the item you ordered was on backorder, which is why it was not shipped immediately. Due to the high demand for this product and current logistics issues in the country, our backorder dates may get pushed back. However, upon checking, it has been delivered on 06/28/2023. Please reach us at info@titanbrands.com if you require further assistance.

Posted 1 year ago

“Once I received my grill I contacted customer service and they told me that it could take a month before they could replace the part that was missing from my grill I think this is very poor customer service for a brand new grill and considering all the product I bought for the grill to be used.”

Helpful Report

Posted 1 year 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 1 year ago

“Box was beaten up and the item was scratched and missing parts due to how damaged the shipping box was. otherwise, the quality of the grill is very good.”

Helpful Report

Posted 1 year 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. If there are any severe damages to the item that affect its functionality, feel free to reach out. You may contact us at info@titanbrands.com if you require additional assistance.

Posted 1 year ago

“Product packing was poor, the box arrived in rough shape. The hardware was missing, likely fell out of the open ends of the box. Instructions were not clear or thoughtful for step-by-step. Customer service said they couldn't t expedite the missing parts but rather asked if I could buy my own hardware and send in the receipt. Overall not a great experience for me.”

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Posted 1 year ago

“Love the product, I only received the table top, no legs. It took multiple emails and three weeks later i received the legs!”

Helpful Report

Posted 2 years ago

Hello, please accept our sincere apologies if your order was delayed. Unfortunately, we have no control over these delays, although our carriers try their best to keep track of information up to date. Your feedback will undoubtedly be used to enhance our shipping process so that our partner courier can deliver our products on schedule. We're delighted you received your order, and if you have any concerns, please email us at info@titanbrands.com.

Posted 2 years ago

“Took over a week longer than was suppose to to get here. Horrible directions”

Helpful Report

Posted 2 years ago

Thank you for sharing your feedback. We apologize for the inconvenience this has caused you. We pride ourselves on providing high-quality products. You may call 1-888-794-1455 and press option 5 for Product Support; or, email us at info@titangreatoutdoors.com if you require further assistance.

Posted 2 years ago

“The product itself was a good value and quality. Unfortunately, the product arrived damaged (Fedex damaged it I assume). After lengthy email conversations, I was offered 10% off as compensation. I pointed out that I could have bought a "scratch and dent" model from the website at a 40% discount which yielded no additional action. I declined. This was my first and last purchase.”

Helpful Report

Posted 2 years 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 specialists who assisted you with your concern. You can contact us at info@titangreatoutdoors.com if you require additional assistance.

Posted 2 years ago

“The product seems like a good quality so far. Problem we are having is finding accessories/parts. We are putting our grill in the sand and need to go the length of the ground rod in the ground and we are trying to find another ground rod without any luck or help from customer service. I hope we can get this resolved or we may have to return our other. Perhaps adding that option to the store would be good.”

Helpful Report

Posted 2 years ago

Thank you for sharing your feedback. We apologize for the inconvenience this has caused you. Parts can be purchased, as long as they are in stock. Parts are not posted with their own product page, as some parts look alike, but are used on different items. Please call us for a parts purchase at 1-888-794-1455. Please feel free to reach out to us at info@titanbrands.com with any further comments, concerns, or suggestions you wish to share. We hope to be able to serve you again!

Posted 2 years ago

“Product arrived in badly damaged packaging and the product was verified to be damaged. It is not known but unlikely that it was caused by Titan, and Titan is in the process of swapping out the damaged grill with a new one. More stars to be allocated upon receipt of new product if in undamaged condition. Happy with the customer service post-delivery, but it is an unfortunate receipt.”

Helpful Report

Posted 2 years ago

“I ordered the 32" fire pit with a screen cover. The fire pit is very nice, however, the screen cover does not fit. It is about 1 inch too small. When I contacted Titan outdoors I was told to send pictures. I was then told to send the entire order back in the original packaging. I had already disposed of the extremely large box. I was then told I would possibly get a $27.99 refund. After paying $300 I just wanted a cover that fits. The bottom line, the fire pit is really nice! Customer service is questionable.”

Helpful Report

Posted 2 years ago

“Poor design both side trays poorly secured the burner on the right hand side the spot welds holding burner gave way found the burner lying on the ground. Poor wheels totally failed.many sharp edges on the cooker. Would not purchase again”

Helpful Report

Posted 2 years ago

“Titan company makes some great heavy-duty products this is not one of them. I am not happy with Fire pit ring .It is light-duty and will not last.”

Helpful Report

Posted 2 years ago

Hello Sasa, 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 and 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

“The 21 inch grate was more expensive than the 26 inch which is what it is but then you sent me am email with the 21 inch on sale for $10 less 2 days after it arrived at my house. Rep wouldn't honor the $10 which is unfortunate. Left me with a bad taste. Not a great way to do business. I never heard of titan before this and probably wouldn't shop here again.”

Helpful Report

Posted 2 years ago

Hello Ryan, please accept our sincere apologies if you were not granted a refund for the sale price. Titan has a 24-hour price adjustment policy for items purchased on any of our branded websites. Our sale price adjustment policy is explained on this website: https://support.titangreatoutdoors.com/hc/en-us/articles/360057611232-Price-Adjustment-Policy. Please email us at info@titangreatoutdoors.com with the reference PBR Amyra if you require any additional support.

Posted 2 years ago

“Tracking shipment was awful ( but think that’s fed ex issues ). Fire pit grate completely rusted one day after first rain. Just awful.”

Helpful Report

Posted 2 years ago

Hi Chris, thank you for posting a review and my apologies about this. Unfortunately, the delivery after it has left our warehouse is out of our hands and we are unable to control any decisions or actions caused by the carrier. Still, we value our customers' experience and feedback and are constantly working with carriers to better make shipping time more efficient. My apologies again as we were not able to factor this unforeseen issue the carrier has encountered. Also, The Fire pit Grate is made from unpainted raw steel for a rustic look; however, it is also highly susceptible to rust. Even exposure to moisture in the air is enough in many cases for cast iron to begin rusting. We recommend seasoning your Fire Grate with vegetable oil over a fire to help prevent rusting.

Posted 2 years ago

“I am giving 2 stars because I am not done. I ordered the 42 in Hemisphere Fire Pit. The post-order communication was OK. The package tracking was definitely sketchy as I was given three different arrival dates. When the fire pit arrived it was not in good condition. I contacted Customer Service immediately and was told to reply to an email with pictures so my claim could be processed. I did as was instructed and heard nothing for several days. I called Customer Service again and was told they had no record of my complaint. Apparently, the person I first spoke to sent me the wrong email. I was sent another email and sent pictures which were then acknowledged. My fire pit was rusted when I received it and became more rusted as the days passed. I was going to get a replacement but after watching the fire pit become worse and worse I decided to ask for a full refund. I am still waiting to see if that happens. I am hopeful but very discouraged that the fire pit was not as advertised and rusted on my brand new patio. This is my first time ordering from Titan Great Outdoors.”

Helpful Report

Posted 2 years ago

Hi Sharon, thank you for posting a review and my apologies about this. Cast iron is highly desirable due to its unique appearance and aging; however, it is also highly susceptible to rust. Even exposure to moisture in the air is enough in many cases for cast iron to begin rusting. Fortunately, cast iron is also a very hardy material, and that rust can be cleaned off with great ease by simply scrubbing the metal with steel wool under warm water, then drying. Once cleaned, a simple seasoning process, similar to what you may use to maintain cast iron cookware, will help prolong the appearance and life of the bowl. I have had a chance to check and a replacement was keyed but it was ultimately rejected and a return was keyed instead. My apologies again.

Posted 2 years ago

“The package did t come with the bolts.”

Helpful Report

Posted 2 years ago

Hi Derek, thank you for posting a review and my apologies about this. I have had a chance to check and I can see that one from our team has reached out on 10/10 regarding this and have provided a resolution.

Posted 2 years ago

“I Placed an order in July for 8 chairs. (2 packs of 4) I called to confirm that they had 8 chairs to fill the order and was told yes. I received 6 of those chairs. When I emailed to ask about the missing chairs they said they ran out and would send them when they got more stock in the next month or two- which was ok. Over 3 months later I get an email saying they are canceling the order and prorated the return for the 2 chairs. 1st of all I don't have enough matching chairs second when they do get them in and I reorder I will have to pay a price increase of about $75 a chair as they will no longer have the 4 pack discount and they have raised prices.”

Helpful Report

Posted 2 years ago

Hello Elizabeth, please accept our sincere apologies if 2 of the Grade A Teak Lismore Armchairs were canceled due to being out of stock. Due to FTC Regulations, we are unable to hold on to orders that have no definite timeline on when they will actually ship. Because of this, we are unable to accept backorders for this item and have to cancel the remaining items. You can check it on the link, https://www.ftc.gov/tips-advice/business-center/guidance/business-guide-ftcs-mail-internet-or-telephone-order. As for the price, you may also reach out to our sales team to check for any discount that they can offer to you to reduce the price. Our sales team phone number is 1-800-605-8241. Please email us at info@titangreatoutdoors.com with the reference PBR Amyra if you require further assistance.

Posted 2 years ago

“Frankly, I’m disappointed in the packaging, and shape of the materials received. Additionally, I have not yet put my XL BGE in the table, because I think the table and legs need to be reinforced. I’m still on the fence about sending it back, but hopefully the Titan customer service team will make this right or provide some type of concessions. I have pictures available to display how the package arrived and the damage to parts inside.”

Helpful Report

Posted 2 years ago

Hello Donald, 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.titangreatoutdoors.com/hc/en-us/requests/new?ticket_form_id=360000859851. 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. You may also contact us at info@titangreatoutdoors.com and reference PBR Amyra if you require additional assistance.

Posted 2 years ago

“Bought scratch and dent folding adirondack chairs. One was missing the hardware to keep it from collapsing. Contacted Titan about that safety isssue and Titan claimed the missing parts aren't their problem, sold as is. I can buy / find hardware so I can use the chair but was very disappointed with the customer service experience.”

Helpful Report

Posted 2 years ago

Hello Scott, 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 ordered an item from scratch and dents deals. Please be informed that Scratch and Dent Deal - items might have cosmetic damage and/or missing hardware, as stated on the product page, and we cannot issue a replacement for any missing hardware. You may, however, purchase the missing hardware locally. Please email us at info@titangreatoutdoors.com and reference PBR Amyra if you require further assistance.

Posted 2 years ago

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