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

“I was sent post items that aren’t compatible with my grill and have not received any replies to my support requests. It has been four days.”

Helpful Report

Posted 2 years ago

Hi Michael, Thank you for your review. I’m really sorry to hear you had a frustrating experience. We always aim to deliver a great experience, and we are gutted when we don’t meet expectations. I have had a chance to check and I can see that one from our warranty team has sent a response regarding this and provided a resolution. We certainly value our customers' experience and feedback and are constantly working to make sure instances like these are reduced significantly.

Posted 2 years ago

“The product was delivered damaged. Box was falling apart and taped all over. Not good. Warranty claim submitted.”

Helpful Report

Posted 2 years ago

Hi Joanne, my sincere apologies that we weren't able to provide a positive experience for you. I have had a chance to check and I can see that a replacement was tagged keyed and delivered however, I understand there were still some issues and my apologies again that we weren't able to provide the resolution you desired. Thank you though for responding to our follow up email.

Posted 2 years ago

“Product was a smashed and dropped on my driveway. Contacted company and sent photos and a video and have not heard back. Very poor service.”

Helpful Report

Posted 2 years ago

Hello Chris, please accept our heartfelt apologies if the item you received was damaged during shipping. We value our customers' feedback and are constantly working with shipping companies to enhance our packaging so that it can endure the rigors of transit. I looked through your account and found that we have issued a full refund for the order without asking you to return the item. Please email us at info@titangreatoutdoors.com with the reference PBR Amyra if you require further assistance.

Posted 2 years ago

“A part was missing and I called the guy said they don’t have any of those part available and I still haven’t heard from them.. so now I have a brand new wood holder I can’t use because of the missing leg !! Company’s should stop using fed ex !! There’s horrible shipping company the box was literally open and loosing parts while he carried it from his truck to my door.”

Helpful Report

Posted 2 years ago

Hello Stephanie, 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

“The worst customer service I’ve experienced. My shipment was lost and after numerous phone calls I was told to either wait 2 weeks before a replacement can be shipped out or pay for shipping and a new fire pit. I NEVER LOST THE SHIPMENT! 6 separate phone calls to customer service and requesting to speak with a supervisor, I was told each time by the reps that no supervisor was available. Then they proceeded to assure me and “promise” me that someone will call me back in 2-4 hours and that my case has been sent to escalation. Not one time did anyone ever call me back. How does a customer service center not have any supervisors?? I called different days of the week, different hours of the day and kept getting the same answer. Will not do business with this company again”

Helpful Report

Posted 2 years ago

Hi Paul. thank you for the review and my sincere apologies for the experience you have had regarding shipping. I have had a chance to check this and indeed, the carrier has declared the original order lost in transit. I can see however that a replacement has been keyed and declared delivered on 07/06. 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. Thank you very much for letting us turn this around for you.

Posted 2 years ago

“It’s terrible it doesn’t hold the hog it caught on fire twice we had to cut it up and it never got done I’m very disappointed”

Helpful Report

Posted 2 years ago

Hi Onie, please accept our heartfelt apologies if the item you purchased did not live up to your expectations. I have had a chance to check this and one from our warranty team has sent you a follow up on 07/18 regarding the grill. Thank you very much as well for responding to our email.

Posted 2 years ago

“The same day my order shipped, I was sent an email that the same item was on sale and they wouldn’t honor the sale price.”

Helpful Report

Posted 2 years ago

Hi Ryan, Thank you for your review and we do apologize about this. We do have a price adjustment policy however, it can be applied if an item placed on order went on sale within 24 hours. I have had a chance to check and your order went on sale 48 hours after it was placed.

Posted 2 years ago

“I still haven't received my order and customer service tried to tell me that 2 packages were left on my porch when they never arrived to my house”

Helpful Report

Posted 2 years ago

Hi Jacob, We’re sorry you had a bad experience in regards to the delivery. I have had a chance to check and I am glad to see that a replacement order was keyed and received. Thank you very much for the opportunity to correct this for you. Thank you as well for responding to our follow up email.

Posted 2 years ago

“MISSING PART”

Helpful Report

Posted 2 years ago

Hi Jae, thank you for your review and my apologies for the experience you have had with your. I have had a chance to check this and I can see that a replacement has been issued and received. Thank you very much for your patience and for allowing us the opportunity to turn this around for you. We value our customers' experience and are constantly working with carriers to improve our packaging so that it can endure the rigors of transit, reducing cases of missing parts to 0.

Posted 2 years ago

“This item is not pre assembled correctly! The side with the sprocket does not have a hole to fasten the hook to the frame? Looks like the other side has a pre drilled hole? Not sure how this happened. Please send the correct assembly. Order #13100158665”

Helpful Report

Posted 2 years ago

Hello Alan, please accept our heartfelt apologies if the sprocket does not have a hole to fasten the hook to the frame. Your feedback will certainly be used to enhance the products we manufacture in order to achieve our goal of providing the highest quality possible. If the item fails in any way, you can file a warranty claim using this link: https://support.titangreatoutdoors.com/hc/en-us/requests/new?ticket_form_id=360000859851. You may also contact us at info@titangreatoutdoors.com and reference PBR Amyra if you require additional assistance.

Posted 2 years ago

“Our order was missing 6 pieces and we are unable to get through to your customer service. Please contact for assistance. Hlfarrar84@gmail.com”

Helpful Report

Posted 2 years ago

Hello Heather, 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 iinfo@titangreatoutdoors.com and reference PBR Amyra if you require further assistance.

Posted 2 years ago

“I received a phone call from Jennifer to schedule shipping and did so for 06/15. The package was a no show. The manager decided to not load my package and not call. I then called to find out and was told that there were notes stating that it should have been delivered. I then rescheduled another delivery date for 06/17. I called on the morning of 06/17 and the girl who answered the phone had to tell them to put my package on the truck for shipping otherwise without my call, it again would not have been delivered. Poor communication or work between the call intake, to shipping labels w confirmation numbers to actually getting the products in a timely manner. I would not recommend this delivery service to anyone.”

Helpful Report

Posted 2 years ago

Hello Jennifer, please accept our heartfelt apologies for any issue that occurs after the order has shipped. 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. I reviewed your account and verified that your order was delivered on June 17, 2022. 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

“Never received item”

Helpful Report

Posted 2 years ago

Hello Tim. Please accept our heartfelt apologies if your package was not delivered. 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. Please email us at info@titangreatoutdoors.com and reference PBR Amyra if you require further assistance.

Posted 2 years ago

“Every expectation met..”

Helpful Report

Posted 2 years ago

Hello Keith! Thank you for the positive feedback regarding your entire experience! Here at Titan, we pride ourselves on positive customer experiences from purchase to delivery so we are overjoyed with this feedback. We noticed that you left a 1-star review vs a 5-star as your feedback indicates. We would love it if you would update your review! We hope to be able to serve you again!

Posted 2 years ago

“I received one box and in it was one panel from the 12 panel foldable fire pit I ordered. I called two days ago and have heard nothing since.”

Helpful Report

Posted 2 years ago

Hello Sondra, 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 that was delivered on June 15, 2022. Please email us at info@titangreatoutdoors.com and reference PBR Amyra if you require further assistance.

Posted 2 years ago

“Minor damage in shipping should have been an easy fix. Customer service responds through email, slowly, but no good solutions.”

Helpful Report

Posted 2 years ago

Hello Stephen, please accept our heartfelt apologies if the item you received arrived with minor damage. 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 noticed that our product specialists sent you an email on June 10, 2022, offering a partial refund and a replacement, but we have yet to hear back. Please respond to or email us at info@titangreatoutdoors.com with the subject PBR Amyra if you require further assistance.

Posted 2 years ago

“I did not receive a spit rod in my order, but the plastic cover for the spit rod was in the box!!!”

Helpful Report

Posted 2 years ago

Hello Marcus, please accept our sincere apologies if your order was missing parts when it arrived. Your feedback will be used to enhance our shipping process by ensuring that our warehouse team properly inspects the item before shipping to confirm that all parts are present and correct. I checked your account and saw that the replacement order arrived on June 06, 2022. Please email us at info@titangreatoutdoors.com with the reference PBR Amyra if you require further assistance.

Posted 2 years ago

“Awful customer service...refused to help correct issue with defective 42" Hemisphere bowl that came with manufacturing defect. Refused to return or try to correct issue. Product looks nothing like in photos...came out of the box with huge goopy/crusty blobs of something (glue?) all over side and interior of it. Base was completely rusted and stained my patio within 1 day of setting it on it. I understand this is RAW metal but nothing in the description says it comes with giant crusty rust blotches all over it and that it will most surely stain our patio/concrete within a day of ownership. I have not even burned anything in this and the entire thing is already rusted bright orange! Heaven forbid if anyone accidentally leans against it or try to move...it will result in rust all over you and anyone around you! VERY DISAPPOINTED! Also NO instructions included on how to manage this orange rusty nightmare!”

Helpful Report

Posted 2 years ago

Hello Julie, please accept our heartfelt apologies if the item you purchased did not live up to your expectations. We value our customers' feedback and are constantly working to enhance the products we manufacture to achieve our goal of providing the highest quality possible. Unfortunately, I am unable to locate your order details due to having limited information. Please reach out to us at info@titangreatoutdoors.com and reference PBR Amyra so we can assist you further.

Posted 2 years ago

“I received the grill I ordered and it is damaged. I am now on day 3 without a response from customer service. I am now going online to write my review on Titan that will not be flattering.”

Helpful Report

Posted 2 years ago

Hello Richard, 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 found that the replacement order was placed on June 07, 2022. You will receive an email for the tracking details once this order has shipped. If you have any pending issues that we can look into for you, please reach out to us at info@titangreatoutdoors.com and reference PBR Amyra so we can assist you further.

Posted 2 years ago

“FedEx delivery service was awful. Third attempt successfull with second package of order. Lack of follow up by titan customer service and lack of titan response to multiple email requests for assistance.”

Helpful Report

Posted 2 years ago

Hello Angus, please accept our sincere apologies for the lack of communication about your order's status. We found your account and discovered that your order was shipped within 24 hours. We regret any carrier delays that occurred after the order was shipped. Unfortunately, we have little control over these delays, and our carriers try their best to keep the tracking information up to date. I checked your account and noticed that the replacement order arrived on May 26, 2022. If you need further assistance, please contact us at info@titanbrands.com and mention PBR Joanna.

Posted 2 years ago

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