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

“Worst experience ever! Ordered teak table and chairs. Got the table and 2 of 4 chairs, with table having holes not drilled deep enough. They sent a whole replacement table from damaged inventory that I had to dispose of and I’m still waiting on 2 chairs 3 months later. No push updates on the back ordered item. I have to constantly follow-up. Painful experience.”

Helpful Report

Posted 7 hours ago

“So far, I’m not really happy. I ordered a table and chairs, which are beautiful and feel very high quality. However, four of the eight pre-drilled holes and sockets do not line up on the table. Their answer was to offer me a 10% discount to fix it myself. For such a heavy table (250+ pounds) that I spent $2,000 on, I don’t want to have my own screws keeping it together. I want the proper bolts and receiving sockets to line up. I have had friends come over to help me determine if I’m just lining it up wrong, but after multiple attempts and eyeballs on it, the holes just don’t line up. The problem is that drilling new holes won’t help. So far it’s been over a week of me pestering them for an answer. It sounds like I have to figure out how to ship back this heavy table and hope they can send me a working replacement.”

Helpful Report

Posted 2 days ago

“Don’t buy from this company. They sent me a chair with a crack in the frame as soon as it arrived. I contacted them the day of delivery with photos of the crack and they are charging me a 20% restocking fee and I have to pay for return shipping too.”

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Posted 1 week ago

“I purchased a cast iron fire pit from Ash & Ember which was delivered in early January of this year. My order cost $700 and was described as a durable cast iron fire pit meant to withstand all kinda of weather. NO WHERE on the product page did it mention rust or that the product would get weathered and unuable in less than a month. In just a few weeks, we noticed severe decaying of the cast iron and I reached out and they refunded me $50 of the entire purchase. We bought a cover and hoped that was the end of the rusting. After only 1 month of use, the fire pit became completely rusted and destroyed our patio tiles which we had to replace. I reached back out to Ash&Ember because we had to replace the fire pit and discard it given it is almost completely decayed. They said they would not let us return it or give us a refund even though it is not even 2 months old and completely decayed. Again, no where on the product page does it mention the potential for rust - it is described as a sturdy, all-weather, cast iron pit. They are rude and do not stand behind their products or customers. PLEASE take your money elsewhere for a more quality product.”

Helpful Report

Posted 1 month 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 Senior Customer Success Agents who assisted you with your concern. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 1 month ago

“Beware of this company! Ash & Ember is one of the worst companies I have ever had the misfortune to do business with. I ordered a teakwood chair, and instead they sent me an iron fireplace grill. They claim that I updated my order for a chair to include this grill. Their claim is ridiculous. First of all, I did NOT update my order. And secondly, since I already have a beautiful gas outdoor fireplace, I would never have any need for their grill. And thirdly, I think their wagon wheel iron grill is extremely ugly and something I would never dream of putting in my garden. At any rate, since they falsely insist that I did update my order, I will have to pay for the return shipping, which will be expensive because it's a very heavy iron grill. And additionally, they will charge me a re-stocking fee. I will never do business with Ash & Ember again. In my opinion, it's a very low class business that treats its customers with absolutely no respect. Buyer Beware!”

Helpful Report

Posted 3 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 the return for you. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 2 months ago

“This has been the worst experience I’ve ever had with purchasing a product and dealing with customer service. If anyone is reading this, please explain to me how this makes sense. I spent nearly $700 on a fire pit and paid extra for expedited delivery so it would arrive in time for our housewarming party. Not only did it arrive over 20 days late, but it also missed the promised delivery date and failed to be delivered on three separate scheduled dates. Each time, I was required to be present, forcing me to miss work three times, yet no one showed up, and I received no calls or updates. After numerous emails and frustrating attempts to report this to both the delivery and seller teams, neither seemed to care. To top it off, they finally dropped off a nearly 200-pound fire pit on the street, expecting me—a 4'11", 120-pound individual—to carry it into my house alone. When I expressed my frustration and told them this was unacceptable, they still didn’t seem to care. I’ve attached photos for reference. This level of service is unacceptable, and I hope this matter is taken seriously.”

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Posted 3 months ago

“BS COMPANY”

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Posted 3 months ago

Hi, we sincerely apologize for your experience with us. I will be more than happy to look into your concern so we can make it right for you. Unfortunately, I am unable to locate your order details due to having limited information. Please reach out to us at info@titanbrands.com so we can assist you further.

Posted 3 months ago

“It pains me to even leave one star. Ordered a Chiminea with expedited shipping for Thanksgiving. The piece did not arrive on time and it was severely damaged when it got here. We have since received two replacements, both of which were shattered upon arrival. Customer service is terrible and turns out they have 'no control' over the situation (per them). I now have about 250# of broken chiminea parts and they tell me I can do whatever I want with the broken pieces, but they won't schedule anyone to pick it up. I can get a refund, less the shipping fees (including the expedited shipping) of course- so now I get to pay 'extra' for something that I never received. Steer clear of Ash/Ember/Titan!”

Helpful Report

Posted 4 months ago

“Horrible customer service. I purchased a 32" wagon wheel fire pit grate on 11/6/24. It arrived & looked great when i pulled it out of the box. Within 2 days it was starting to rust. The entire surface is now rusted. I have reached,out to them num,erous times, both by phone & message and no one is addressing the issue. I will now have to dispute the charge with my credit card company. Obviously they do not stand behaind their products. I would never purchase anything from this company in the future.”

Helpful Report

Posted 4 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 the return for you. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 3 months ago

“Ordered a copper firepit. Arrived all dented and warped. Asked if I could be replaced and was told no I could file a complaint with the shipping company but I was just screwed from their standpoint. So 400 bucks wasted. I would never order from them”

Helpful Report

Posted 5 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 4 months ago

“The 4 chairs I purchase went down in price by $33 each a few days after I got them. When I called CS, I was told there was a 7-day price adjustment policy that I missed by 2 days. When asked where this policy was posted I was told I had to search for it using a chat box and it wasn’t posted where the other policies are. Macy Santos in CS was getting quite snarky until I asked for the CEO’s name. I actually went to the Ash and Ember website to do more shopping when I discovered the price change. I was a repeat customer, but not anymore. I will post my frustrations on Facebook and any other online outlets that I can. I have copies of all communications from Macy Santos and the Better Business Bureau. Austin Speck may reach out to me at annenichols@cox.net or annemnichols@icloud.com”

Helpful Report

Posted 6 months ago

Hello, we sincerely apologize if you didn’t receive a refund for the sale price. Titan has a 24-hour price adjustment policy, which we’ve extended to 7 days for items purchased on our branded websites. You can find details about our sale price adjustment policy here: https://support.ashandemberoutdoors.com/hc/en-us/articles/19431396425997-Price-Adjustment-Policy. If you need further assistance, please email us at info@titangreatoutdoors.com

Posted 6 months ago

“They sent the wrong cushion colors and I've been trying to get in touch with someone for over a week. I keep getting transferred and am told they will call back and email but they haven't done either. Terrible customer service.”

Helpful Report

Posted 6 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 specialists, who had placed your replacement order. Please email us at info@titanbrands.com if you require further assistance.

Posted 6 months ago

“package arrived torn up and damaged for the 2nd time”

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Posted 7 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. 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 6 months ago

“A confused company with inept representatives [Marion for one} that offers discounts and then when you try to order says they did not offer the discount. Difficult to know whether these people are stupid, inept, or just plain scammers.”

Helpful Report

Posted 7 months ago

Hi. I’m sorry to hear about the difficulties you’ve experienced with our service and the confusion regarding the discount. Your feedback is important, and I apologize for any frustration this has caused. We strive to provide accurate and helpful information. I’ll ensure your concerns are addressed with our team to prevent similar issues in the future. Please reach us at info@titanbrands.com if you require further assistance.

Posted 7 months ago

“The product, the Wagon Wheel fire grate, is covered with bright orange rust within weeks of first use. This clearly is due to poor quality since I have now read reviews online that say the exact same thing. Why do you continue to sell this product? Why do you not tell your customers that this will rust. This was an expensive grate. My 10 year old previous grate had no rust at all. I only replaced it because we built a bigger firepit.”

Helpful Report

Posted 7 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 7 months ago

“No where on the website does it say that the bench needs to be assembled. When it arrived - it came in pieces. When I inquired back to the company about this - they ignored me on three separately email occasions - where each time a standard “we will get with you” reply.” But they never did.”

Helpful Report

Posted 7 months ago

Hi. We apologize for the late response. Unfortunately, we don't provide assembly service at this time. We however have available manuals online that will help you to easily assemble our products. You may also reach out to our product team if you have a hard time with the manual, and they will be glad to assist you with the step-by-step assembly procedure. You may call 888-410-1503 and press option 5 for Product Support. Please email us at info@titanbrands.com if you require further assistance.

Posted 7 months ago

“Customer service useless”

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Posted 8 months ago

Hi. We apologize for the confusion. There is no longer a need to register an item for warranty. All items purchased from us, aside from items under scratch and dents, automatically have a 1-year warranty. For future reference, you may file a warranty claim using the link, https://support.ashandemberoutdoors.com/hc/en-us/requests/new?ticket_form_id=360000859851. Please reach us at info@titanbrands.com if you require further assistance.

Posted 8 months ago

“YOU AND YOUR PEOPLE ARE CLUELESS IDIOTS”

Helpful Report

Posted 8 months ago

Hi. We sincerely apologize if you did not receive your order. While our carriers make every effort to keep information current, we have limited control over these situations. I have reviewed your account and see that you have already spoken with one of our customer support specialists, who has processed a full refund for you. If you need any further assistance, please feel free to reach out to us at info@titanbrands.com.

Posted 8 months ago

“The item was broken and you are not replacing the item and not giving full credit to our credit card account. Instead you are offering to pay by venmo.”

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Posted 8 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 8 months ago

“Pretty disappointed with the customer service and return policy. We purchased the grill with the base thinking we needed the extra attachment. We realized we don't need the base and the customer service representative said we'd have to return the whole grill. She tried to persuade me to sell it online somehwere else and it felt like it was an incovenience to return it. The base was an additional $80 but the return of the base was only a $20 value but even then I have to return the entire grill. Feels like customer service and the return policy want me to go away and not trying to help me out with a simple request. I understand I have to pay for shipping and a restocking fee.”

Helpful Report

Posted 8 months ago

Hi. We apologize for the inconvenience. Since you purchased a set/kit, our policy requires that the entire set be returned if you wish to return any part of it. You can review our return policy here: https://ashandemberoutdoors.com/pages/return-policy. If you need further assistance, please contact us at info@titanbrands.com.

Posted 8 months ago

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