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

“They sent me an unusual product and they aren't willing to make it right. Route hasn't responded to me in a week as well. I will never order from Titan Great Outdoors ever again.”

Helpful Report

Posted 1 year 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 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. You may, however, purchase the missing hardware locally. Please reach us at info@titanbrands.com if you require further assistance.

Posted 1 year ago

“The last two grills ordered have shown up damaged and it is a struggle to get the company to make it right. Shipping and customer service need major improvement.”

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. Kindly send us a photo or a video of the item showing the damage. You may send it to support@titandistributorsinc.zendesk.com. You may also contact us at info@titanbrands.com to further assist you.

Posted 1 year ago

“My order came damaged and I’m still waiting on you terrible customer service.”

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. 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 a partial refund to cover the damages. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 1 year ago

“Very disappointed in your return policy. I paid $129 for an outdoor grate that ended up being too big to use. That was my fault and I would expect that to cost me something on the return. However, after jumping through your hoops to provide photos and emails, as well as trying to make the original box suitable for shipping, it was going to cost me $126 to ship it back to you. From there I would incur a 20% restocking charge. This is not a good policy if you want return customers. Just so you know, I will NOT be a return customer.”

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. 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.titangreatoutdoors.com/return-policy.html. Please email us at info@titangreatoutdoors.com if you require further assistance.

Posted 1 year ago

“Absolutely awful customer service. I ordered 3 teak items - 2 tables and a bench - totaling $1,281 on 7/7/23 including $64.48 for "route insurance". The tables started tracking immediately, and were delivered quickly but the bench wasn't scanned by FedEx until 7/16 and it finally arrived at the local station 7/20 where it sat for several days showing "delivery exception". I called Titan repeatedly asking for help and they did nothing but blame FedEx. Turns out the local FedEx station said Titan shipped me a customer return and didn't bother to remove the return label so FedEx was scanning 2 labels and sent it back to Titan due to the confusion. I spent hours on the phone with Titan and FedEx trying to figure out why the delay. When I called Titan to ask for a refund they're so cheap they didn't want to refund their worthless "route insurance". AVOID THIS COMPANY!! Their customer service is awful.”

Helpful Report

Posted 1 year ago

Hello, please accept our sincere apologies if the item you 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 customer care specialists who assisted you with your concern and informed you that the refund has been issued on August 01, 2023. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 1 year ago

“Stupid me - I ordered two teak folding tables and a discounted but still pricey $420 teak bench from Titan's "scratch and dent" section. I got a ship notification on all 3 items on 7/7/23. The tables came really fast - nice quality. When it didn't start tracking after a week I contacted Titan and was told wait 10 business days. Finally it started tracking but at each step FedEx showed "delivery exception" which usually means something is wrong with the package. I contacted Titan yesterday, no response. Called today 7/20, no-one is available for an escalation.”

Helpful Report

Posted 1 year 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 1 year ago

“If you receive a product that you are not happy with, it is hard to get your money back. You have to pay to ship back and they charge to restock. You to send pictures of the box and they decide whether or not you can send back. After they decide they will give the address to send to. You have to give them the tracking info before they refund, even if they already have your product. No tracking number no refund. I would have been better off to sell mine at a loss, I would have had more of my money back. I will NEVER order anything from them again.”

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 and processed your return. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 1 year ago

“I purchased a teak table, when the table arrived a huge chunk of wood was missing, it may have happened during shipping. I contacted Titan and gave pictures of the damage wondering if I could just get a discount of some sort on the table since it would cost more money to send it back. All they would do is give me 5% off a future purchase, nothing for the damaged table. I sent two follow-up emails asking if there was something else that could be done and received no response. I would not purchase anything with Titan again.”

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. 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 refund for you. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 1 year ago

“We paid extra for faster shipping, but fedex lost the package and it took three days for them to find it and deliver it after the original date.”

Helpful Report

Posted 1 year 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 1 year ago

“Package with grill grate arrived with visual damage. Grill grate had corresponding damage with side rail bent, paint gouged and scratched. Unit is dented/bent and scratched/gouged in several places. I bought the package protection at checkout. I took pictures and sent them in 15 minutes after delivery. Titan offered me 5% which is about $5 to settle. This could sell as a scratch and dent item for 25%-50% reduction. Very frustrating, very slow customer service and horrible resolution. I bought a new product and I want a new product but am being forced to accept a scratch and dent factory second. The product packing is not sufficient for the item weight. Buyer beware.”

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. 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 a partial refund. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 1 year ago

“I have been trying to place another order and emailed "info@titangreatoutdoors.com" several times for a tax-exempt quote, but I get no response. We can provide a tax-exempt certificate for this project. Please contact me at 631-231-2108. Thanks, Bill”

Helpful Report

Posted 1 year ago

Thank you for sharing your feedback. We apologize for the inconvenience this has caused you. Your Tax Exemption request has since been Approved and has now been attached to your account with Titan. Should you wish to make any purchase in the future, you may contact our Sales Dept at 1-888-794-1455 from Mon - Fri / 8:00AM - 5:00PM CST to place your order so they can manually remove the taxes from the order. Or, if easier, you can place the order online and then reach out to us via email to process the refund for the taxes.

Posted 1 year ago

“My merchandise was delivered damaged Hope I can return it and get replacement”

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

“Embarrassing. They basically sent me the shell of a grill, which is completely unusable with the parts I received. I understand this is a scratch and dent, but it arrived with NO hardware at all. No nuts, bolts, screws, or washers to assemble. They didn't even include the hinges for the top. No rod for the rotisserie or forks at all. They did include a motor, but it was burnt and broken. The shaft was sheared off, and the outside was all charred. The vent covers fell off, there was no thermometer, and the inside supports were both bent too. I spent over an hour on hold with customer service before anyone answered, talked for five minutes and then spent another half hour on hold with no resolution. I was told because it was a scratch and dent, there is no warranty and no returns. All for a grill that is unusable. It looks like they had a bunch of junk parts from other returns that they threw in a box and charged me a lot of money for.”

Helpful Report

Posted 1 year ago

“I received my product pretty quick, but I have never had to go through as much trouble returning something with ANY other company. I think it is ridiculous that I have to pay a restocking fee on top of jumping through hoops to get approved to return it.”

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 and processed the return for you. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 1 year ago

“The Adjustable Campfire Asado came with missing, small but sadly crucial, parts. When I reached out to customer service I was told that they would send a replacement Asado Grill but it would be at least 3 weeks before it could be sent. That is a long time but I was excited for the grill. I was then told in a subsequent email (and only after I was asked) that I would need to disassemble, pack, and return the current grill without any return label or other instructions given. They apparently can not replace small parts which essentially means the warranty has zero value because any request takes several weeks, and immense effort to resolve. After several emails, I decided to reach out to a fabricator to replicate the parts for me. The warranty has already proven to be sub-par and the parts will be done in 5 days. 14 days quicker than Titan customer service said it was possible to provide me with a replacement and with a replacement and much much less time and effort on my part. I still am excited about the grill but I hope nothing else ever goes wrong with the grill because I know I'm on my own to fix it. I hated writing this I am very excited to try out this Asado grill.”

Helpful Report

Posted 1 year 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 assisted you with your concern. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 1 year ago

“Has gouge on top and depression mark too. Not good.”

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. 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

“The grill was delivered out of the box. Box was completely destroyed in transit and set left to the side of grill. Have not tried to install it yet. I have photos of the way it was left at the door. This product needs much better packaging. It was all scratched and the handle was slightly bent. I'll let you know if there is any more damage when it gets installed. I'm also getting to many emails which is somewhat irritating.”

Helpful Report

Posted 1 year 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 1 year ago

“Took too long for delivery. Packaging was horrible!!! Busted up cardboard package and a broken tang. Dropped on my lawn near the road. Should have at least been packaged in a wooden box!!!!!”

Helpful Report

Posted 1 year 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 1 year ago

“Wouldn’t let me change my order before it left the warehouse.”

Helpful Report

Posted 1 year ago

Hello, please accept our sincere apologies if your change request was not honored when you contacted us. We are unable to make adjustments to many orders once they have been placed due to the quick turnaround time. I checked your account and found that you had already spoken with one of our customer service specialists who assisted you with your concern. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 1 year ago

“I would give zero stars if that was a choice. The grill I ordered is significantly different than what was in the description and specifications. I am currently trying to return the grill for a refund but customer service has not been helpful.”

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

Posted 1 year 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