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

“We had to pay for shipping”

Posted 1 year ago

Hello, we apologize for any inconvenience. We still offer free shipping, but due to increased costs, additional charges apply to products because of size, weight, or special handling that is required to make sure your order reaches you safely. You can read more about the shipping policy at this link, https://www.ashandemberoutdoors.com/shipping-policy.html. Please reach us at info@titanbrands.com if you require further assistance.

Posted 1 year ago

“The return policy is awful so now I’m stuck with a product I can’t use”

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.ashandemberoutdoors.com/return-policy.html. Please reach us at info@titanbrands.com if you require further assistance.

Posted 1 year ago

“Item is not the size listed”

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

“Odered a Scratch & Dent item from Ash & Ember. Web description said "cosmetic blems and minor damage" and that some hardware maty be missing. Well, it arrived with ALL hardware missing! After purchasing the missing hardware the item cost me MORE than the price for the new item. SO much for "minor damage". A pretty dissapointing experience!”

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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

“We recently purchased both the Sandhill table and set of matching sandhill chairs. After assembling the furniture and putting in the space we noticed the arm chairs do not tuck underneath the table as the top of the arm hits the bottom of the table top. I’ve reached out to customer service multiple times over the past two weeks and yet to have a resolution to this issue. Not only is the design poor and people eating have to sit on the edge of the chair they also stick out further than anticipated whennot in use. Furthermore customer service is terrible in getting back to me.”

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 offered to process a return for a refund. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 1 year ago

“Very frustrating. The holes in the bottom of one U shaped leg are not threaded to attach the bottom bars. Not a good experience.”

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://www.ashandemberoutdoors.com/return-policy.html. 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 1 year ago

“Deplorable! The worst purchase we've ever made. Box was left in front porch, no one rang the bell, if they had, we would have refused the delivery. The box was literally torn in every corner, it appeared that the box was just too heavy for the courier. The grill itself was scratched bent, & damaged.When we contacted Ash and Ember, we were told to take pictures & send to Leon.... at, support@ashandember.zendesk.... After receiving the pictures, we were told that because of high volume of requests, it would take a minute. Inexcusable!”

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

Posted 1 year ago

“I ordered the insert for the fire pit the metal ring in the large size and it wasn't till I drill holes in it, put it together and started to put it inside the stone fire pit that I realized it was the twin size and it's not for purposes. What can we do to remedy the problem?”

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://www.ashandemberoutdoors.com/return-policy.html. 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 1 year ago

“This rating is about the shipping/handling/packaging-as heavy as the gril is, why would you ship it in a flimsy cardboard box? Box has been ripped open, taped, ripped open again and taped again. We have not opened the box yet as we are transporting it to another location that you do not ship to. I hope once we get there and assemble the grill all the parts and pieces will be there. This is the 3rd grill from you that has arrived like this. We will be buying more, but from who is yet to be determined.”

Helpful Report

Posted 1 year ago

Hello, please accept our sincere apologies if the packaging of 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 or any missing parts, feel free to reach out. You may contact us at info@titanbrands.com if you require additional assistance.

Posted 1 year ago

“Was never able to connect with anyone.”

Helpful Report

Posted 1 year ago

Hi, we regret any inconvenience caused. Despite our attempts to reach you by phone on Monday, April 15, 2024, we were unable to connect. To ensure we address your concerns promptly, please don't hesitate to email us or give us another call. You can reach us at info@titanbrands.com for further assistance.

Posted 1 year ago

“Website is difficult to manage, we wanted to order 1 set of teak chairs that was submitted to cart and somehow cart had 3 sets ? we inadvertently completed our order and realized the error, after contacting Esther she assured that they would intercept delivery without charge so we could re-order. We followed up and again told the order would be redirected back to supplier. Order was delivered and now being asked to pay for shipping charges to return. We are certainly disapointed with communications with AMBER & ASH and will refrain from dealing with such an unreliable Suplier. *BE AWARE POOR CUSTOMER SERVICE”

Helpful Report

Posted 1 year 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 no longer need the item, 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.ashandemberoutdoors.com/return-policy.html. Please reach us at info@titanbrands.com if you require further assistance.

Posted 1 year ago

“very bad customer service if the product is missing parts because they do not have extras for the product to work correctly”

Helpful Report

Posted 1 year ago

Hi, we apologize for any inconvenience. Upon reviewing your account, we checked and you spoke with one of the product specialists who confirmed that there is no missing part and there are only two fixation clips included in the shipment. Unfortunately, at this time we are unable to sell individual parts for most of our items. We have dedicated our parts inventory to warranty replacements for our customers and do not have the spare stock to sell individual parts. Please reach us at info@titanbrands.com if you require further assistance.

Posted 1 year ago

“Box was damaged and screws were missing. I can not assemble the grill. customer service has not returned my calls.”

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

“Not happy with this company. Received half my product. I tried to call customer service regarding my purchase. They gave me the run around by putting me hold for an hour, they gave me choice for someone to call back but never did. lied and said they tried to. accused me of only buying half the product but when I proved I did buy entire product. They claimed it was out of stock and not sure when they will get it in. Never offered to refund part of my money. This company is a scam.”

Helpful Report

Posted 1 year ago

Hi, we apologize for the experience you had with your previous order. Upon checking, you were not missing any items, and you only ordered a grill. I also 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

“Awful! Item arrived damaged and I have not had any resolution.”

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

Posted 1 year ago

“Would have given zero starts buy I could not do so. I received a box that was bent and had parts hanging out of one end. The box had been re-taped numerous times and quite honestly should never have been shipped in this condition. Customer Servive tried to blame FedEx but that was clearly not the case (although I am disappointed FedEx delivered it and did not return it to Ash & Ember as the box was opened). I was initially advised that this was my problem as I did not buy the supplemental insurance to cover shipping issues such as this. After several discussions, I was advised I will get my refund. The product was not cheap and I paid shipping. To also try and layoff all responsibility to the end customer by requiring that they purchase insurance through Ash & Ember is, in my opinion, very poor customer service. Ash & Ember is basically shifting all responsibility for receipt of what was purchased to the buyer! Their position is that if you don't buy the insurance and your package is not delivered or delivered broken or damaged, they have no responsibility! 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 looked into your account and found that you had already spoken with one of our product specialists, who submitted the return request for you. If you need further assistance, please contact us at info@titanbrands.com.

Posted 1 year ago

“I never received my order because the delivery guy said the box was damaged so they can’t deliver it. Your company expects me to make a claim and fill out paper work which is nonsense so I just canceled my credit card and ordered it from another company. Very dumb process for a client to fill out a claim form and go through a claim dept when they never received the product in the first place. Change the way you do business.”

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 and filed the claim. However, as per our support team, a chargeback has already been filed. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 1 year ago

“Package arrived damaged. The wheel was rusted and after the first burn, much of the black spray coat burned off on any part that was exposed to any heat, leaving exposed steel. This caused rust to start forming. After emailing customer service, they asked what fuel I was using. Wood. They wanted me to send the entire grill back! How? Disassemble, Repackage it in its original packaging, and put it back on the broken pallet??? Ridiculous. So now I’m left having to sand down rust and repaint with proper heat resistant paint. They didn’t even offer to replace the parts that were damaged. Tragic. For 1500usd, I expected so much more. Should’ve went with another brand. Fool me once, shame on you Ash & Ember. Design wise: almost perfect. But who engineers a drip pan that isn’t removable without having to unscrew it from the grill??? If I can add pictures, I will.”

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

“Please do not order from this company. We spent over 1000 dollars on the open fire grill, used it once, and the paint began melting off the grill leading to rust. I asked for a full refund of for the defective or poorly built grill and was denied. They would only exchange it if we packed up and shipped the extremely heavy grill after already having to put the entire grill together. The company would not send anyone to help dismantle, pack and ship the item.”

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 offered a return for replacement instead. If you would like to proceed, kindly reply to the email sent on 02/26/2024. You can also contact us at info@titanbrands.com if you require additional assistance.

Posted 1 year ago

“My package did not arrive complete. I sent in a request and never received a response.”

Helpful Report

Posted 1 year 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 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