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

“Box arrived damaged by carrier. After opening, product was packed well enough not to be damaged. Instructions for assembly were clear and all parts accounted for. Unfortunately, four screw holes would not align with pre drilled holes. One on the ring at the bottom of the pit and one out of three on each leg. Haven’t put it to use yet. Hoping it holds up to weather.”

Helpful Report

Posted 6 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 5 months ago

“I placed an order and realized I had ordered the wrong one just a few minutes afterwards. Send an email tried to change my order. You guys said it already shipped. No way you’re that fast. I can make this one work, but I really wanted the other one. it was my fault that you guys did not try to help solve the problem. I haven’t opened the box yet probably gonna order something different from someone else.”

Helpful Report

Posted 7 months ago

Hello, please accept our sincere apologies if your cancellation 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. 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 7 months ago

“Waiting for my order to be completed. Not happy with the delay.”

Helpful Report

Posted 7 months ago

Hello, please accept our sincere apologies if you did not receive your order. Unfortunately, we have no control over these issues, 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. 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 7 months ago

“Instructions were not the greatest”

Helpful Report

Posted 7 months ago

Hi. Thank you for your feedback. We apologize for any confusion with the instructions. We’re continuously working to improve our guidance materials, and your input is valuable in helping us enhance our products. Please reach us at info@titanbrands.com if you require further assistance.

Posted 7 months ago

“Very nice grill but a few pieces were missing. Still waiting to receive the pieces.”

Helpful Report

Posted 8 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 and warranty specialists who assisted you with your concern. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 7 months ago

“I was surprised (not in a good way) that the panter had a slated bottom necessitating several steps on outpart to remedy so it could hold large amount of soil.”

Helpful Report

Posted 8 months ago

Hello! 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 hope to be able to serve you again!

Posted 8 months ago

“We ordered 8 chairs for our deck. The chairs are fantastic quality and very easy to assemble with clear directions and solid screws. We used an electric screwdriver and had noissues as everything fit together perfectly. My 3 star review is due to customer service. The 3 agents I spoke to gave me very different information. I actually felt like a took a chance ordering the furniture. Delivery was sketchy with the trailer truck being 48 feet long and unable to get near our house. We had to go to another location, off load the boxes into our cars, and then take them to our house. Good thing we are strong. Delivery company should have had a smaller truck. That said, the furniture is high quality, sturdy, very well packaged and beautiful. I would order again but with the understanding that the customer service is sketchy.”

Helpful Report

Posted 8 months ago

Hello! We are so happy you are pleased with your order. Titan strives to create great experiences and we are glad that this interaction was no exception. Please reach us at info@titanbrands.com if you require further assistance.

Posted 8 months ago

“Teak work was good -although hardware was all very cheap and the screws did not fit the pre drilled holes making it impossible to assembe. If you don't mind getting a handyman to find new screws and new wheels this is ok. Also, the wood was not finnished. I had to buy "Teakwood oil" and finish it myself. The wheels look like they came off a 1960's kid's tricycle, squeeky, hard, would stick and streak the floor. The drawers and wood-cutting board had no stops built in ...and would pull out and fall on the ground.”

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. You may also submit a product suggestion through this link, https://support.ashandemberoutdoors.com/hc/en-us/requests/new?ticket_form_id=360000995071. We hope to be able to serve you again!

Posted 8 months ago

“There were missing parts (not enough wooden dowels) with the order.”

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. 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

“Shopping was a breeze and I really do like the extremely good quality of materials used in the making of my BBQ Cart. Unfortunately whoever is responsible for packaging the part did NOT include any of the Nuts and Washers required to assemble it. They included all of the screws but no other hardware to be able to assemble it. Had it come with everything I needed I probably would have given it 5 stars but since I have a box of metal parts and cannot use it until I get a chance to go find everything needed to assemble it is the reason for 3 stars and probably should be 2 stars for the added inconvenience. Quality control has gone out the window and that is pretty much with everything these days.”

Helpful Report

Posted 9 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. 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 9 months ago

“I purchased two products, a teak rocker and a teak bench. Both seem to be of good quality - nice thick wood, well sanded, and consistent in appearance. They each required some assembly, which is fine. The method of assembly involves hammering wooden pegs (supplied) into pre-drilled holes to join the pieces. Unfortunately, the holes did not always line up well and were very tight, so a number of the pegs broke when I tried to drive them into the holes. I had to remove the broken pegs by drilling a small hole, inserting a screw part way, and then pulling on the screw to remove the broken peg. I then had to re-drill the pre-drilled holes so that the two pieces could then receive a joining peg, using a small amount of lubricant to help the peg go into the hole. Because I was only originally supplied with the bare minimum number of pegs, I had to purchase more pegs from Home Depot. They worked, but are not as good a color match as the originally supplied pegs. All in all, I am satisfied with the result, but it was a lot of work.”

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. 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 9 months ago

“Box arrived with NO instructions Quality looks good Have not cooked on it yet”

Helpful Report

Posted 9 months ago

Hello, please accept our sincere apologies if the item arrived without the manual. Regarding the manual, to reduce our footprint, we store all of our manuals digitally. The item's manual may be found at https://3642276.app.netsuite.com/core/media/media.nl?id=25807709&c=3642276&h=fR0Pm_ao49ZQ8rrBxR-A5w4DNaiisPkWUKPDFa2fU1aJtyka&_xt=.pdf. Please email us at info@titanbrands.com if you require further assistance.

Posted 9 months ago

“Tracking number didn’t work and email updates were inaccurate. When I called, the service lady wasn’t very helpful. She just said it was shipped but had no real answers as to the emails and tracking number. Product was terrific (Santa Maria Grill). There was a broken brick, I assume it happened during shipping and it would be better if it came with a cover.”

Helpful Report

Posted 9 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 9 months ago

“got the replacements thank you”

Helpful Report

Posted 9 months ago

Hello, please accept our sincere apologies if your replacement 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. Upon checking, the order was delivered on 07/09/2024. If you have any concerns, please email us at info@titanbrands.com.

Posted 9 months ago

“The product is beautiful and excellent. However, the manufacturing process was flawed. Some holes didn't line up, requiring drilling new, larger holes. Also, the seat was slightly larger (about 1/8") in one corner and wouldn't sit flush. Thus, I had to file it down. Fortunately, it was in a back corner and not exposed. Once complete, the bench is very nice, but the inaccuracies were disappointing. I hope somebody reads this at Ash & Ember.”

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. 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 9 months ago

“The quality of the grade A teak wood is excellent. The quality of the manufacturing leaves a lot to be desired. I’ve bought 3 pieces from them and there have been assembly issues with every one. Holes / slots not aligned, counter sink hole on the wrong side, pegs won’t go all the way in and/or break. I was disappointed this chair did not used the same brass hardware as the other pieces I have. It uses wood pegs. The pegs were an issue with this chair. Holes did not align perfectly so pegs would not go all the way in. Some broke. It’s annoying but sending it back would be difficult and I can begrudgingly work around the issues”

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. 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 9 months ago

“Messed up delivery address, late. Had to pay UPS to change delivery address.”

Helpful Report

Posted 9 months 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 9 months ago

“Side table is nice quality but the table bracket tends to slide on leg attachment no matter how much I tighten it and pops loose from side of grill when weight is applied.”

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. 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 9 months ago

“Not impressed with how you need to go to the website to register the product but the link doesn't work”

Helpful Report

Posted 10 months ago

Hi, we apologize for the confusion. There is no need to register an item for warranty anymore. 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 through the link below. Submit your claim at: 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 10 months ago

“So far pleased with product. Rated 3 because of delivery delay.”

Helpful Report

Posted 10 months 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 10 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