Ash & Ember Reviews

Name: Ash & Ember
Address: 3839 Forest Hill Irene Road, 3839 Forest Hill Irene Road, Memphis
Rating: 4.46

4.5 Rating 2,799 Reviews

86 %

of reviewers recommend Ash & Ember

4.5

Based on 2,799 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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Ash & Ember 5 star review on 24th September 2024

381

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful Language: Any Any

English

“Really, really disappointed that they went on further sale and you wd not adjust the price. I am thinking of getting the Kamado but now I’m not sure I want to do business.”

Helpful Report

Posted 2 years ago

Hello Nalini, please accept our sincere apologies if you were not granted a refund for the sale price. Titan has a 24-hour price adjustment policy for items purchased on any of our branded websites. Our sale price adjustment policy is explained on this website: https://support.titangreatoutdoors.com/hc/en-us/articles/360057611232-Price-Adjustment-Policy. Please email us at info@titangreatoutdoors.com with the reference PBR Amyra if you require any additional support.

Posted 2 years ago

“I have ordered a 6 ft ATV Transformer Tow Frame w Grader Blade Attachment. Without any forewarning, you send the blade, but do not send the tow frame! But after inquiring, your rep says it will come in 2 months! That doesn't work out for me. One part is useless without the other! I am still waiting for a credit on the full order of $922.19. If I order again in the spring, I need both items delivered together! You seem to have a problem with Transformer Tow Frames never in stock!! jackgiustojr@gmail.com”

Helpful Report

Posted 2 years ago

Hi Jack! We sincerely apologize for your experience with us. I reviewed your account and found that the item you ordered was on backorder, which is why it was not shipped immediately. Due to the high demand for this product and current logistics issues in the country, our backorder dates may get pushed back. 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@titangreatoutdoors.com and mention PBR Amyra.

Posted 2 years ago

“Disappointed. If I could easily return it I would. One crucial part was heavily rusted and was painted the rust. Poorly packaged. Supposed to put this in a vehicle reciever hitch but it doesn't come with the retainer pin. There is an unexplained nut welded to unit, manual was no help. Lack of quality control is evident with paint over rust, bent parts. Titan used to be better. Have lots of Titan products. Last two purchases show declining quality. Disappointed.”

Helpful Report

Posted 2 years ago

Hello Mark, please accept our sincere apologies if the item arrived rusted and was packed poorly. 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 and reference PBR Amyra if you require additional assistance.

Posted 2 years ago

“Product dimensions for rectangular grill cover wrongly included the length of attached handle on outside for depth dimension. Cover was too small for my cuisinart griddle and not returnable since was a dented product discount. Misleading info led me to buy unusable cover.”

Helpful Report

Posted 2 years ago

Hello Charles, please accept our sincere apologies if the item you ordered is too small for your griddle. Your feedback will certainly be used to improve the product listing in order to ensure that our customers are not confused by the information on the item. I have checked and what you have ordered is the 32-IN GRIDDLE COVER FITS CAMP CHEF FLAT TOP GRIDDLE. The length dimension should also be 32". If the one you received is not 32", you can take a photo and send it to us so we can validate the claim. Please email us at info@titangreatoutdoors.com and reference PBR Amyra if you require further assistance.

Posted 2 years ago

“One of the grills did not arrive and was sent back to the company, I then had to request another be shipped out. The boxes the grills arrived in were ABSOLUTELY DESTROYED!!! Torn, ripped, taped up holes at the corners. Just awful and unprofessional! Both grills are scratched and one is dented. Based on this experience I would NEVER recommend someone ordering from your site.”

Helpful Report

Posted 2 years ago

Hi Loyd, thank you for posting a review and my sincere apologies about this. We make sure items are packaged securely as carriers have a policy of not picking up shipments if the packaging is compromised. 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. Still, we value our customers' experience and are constantly working with carriers to improve our packaging so that it can endure the rigors of transit. If you encounter any quality issues or issues concerning the overall function of the item, please feel free to submit a warranty claim and our warranty team will get right with you. You can use this link to file a claim - https://support.titangreatoutdoors.com/hc/en-us/requests/new?ticket_form_id=360000859851

Posted 2 years ago

“The fire pit arrived damaged and I am still waiting for a resolution 5 days later. Terrible customer service to this point.”

Helpful Report

Posted 2 years ago

Hello Ryan, 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 you have been assisted by one of our customer service specialists who informed you that as per our Product Support department, it appears to be corrosion. They said it should burn off after a couple of uses. Please use the item a couple of times and if you are not satisfied, you can contact us and we'll be glad to assist further. Please email us at info@titangreatoutdoors.com with the reference PBR Amyra if you require further assistance.

Posted 2 years ago

“I received the wrong item (the correct item eas ordered but the wrong one delivered) now I am trying to prove I received the incorrect item instead of the company just issuing a pickup. Absolutely ridiculous. I will never be shopping here again.”

Helpful Report

Posted 2 years ago

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

Posted 2 years ago

“Took almost 2 months to get my order”

Helpful Report

Posted 2 years ago

Hello Billy. Please accept our sincere apologies if your package was delayed due to the first shipment being lost in transit by our partner courier. 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 that was delivered on September 27, 2022. Please email us at info@titangreatoutdoors.com and reference PBR Amyra if you require further assistance.

Posted 2 years ago

“This item was delivered ok, but when I opened it and I only had one hook. When I called to get another hook I was told that they didn't have any I was even trying to buy one, but they said it would take about three months to get another hook. I was told I might as well just return the item, but I would be charged a 15% restocking fee. I have bought many things before but this is rediculous and everything is being blamed on the supply chain, Wow.”

Helpful Report

Posted 2 years ago

Hi Joseph, thank you for the review and I’m really sorry to hear you had a frustrating experience. We set a high standard for ourselves, and we’re so sorry to hear this was not met in your interaction with us. I have had a chance to check and I can see that one from our team has reached out on 09/30 and offered a resolution which was accepted. This is on us and we'll strive to do better. Thank you for the opportunity to turn this around for you.

Posted 2 years ago

“I received my purchase after a long delay do to damage by fedex. The product is missing the hardware, at least one structural piece and damaged. I spoke to Therese Canete in customer service on 9/15 and emailed her 10 pics of the condition of the item and noted the missing pieces. I asked for a refund and instructions to return. No reply from anyone at Titan. Will be filing a complaint with my Credit card Co and BBB. Get with it over there in customer care Ralph”

Helpful Report

Posted 2 years ago

Hello Ralph. please accept our sincere apologies if the item 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@titangreatoutdoors.com and reference PBR Amyra if you require further assistance.

Posted 2 years ago

“Purchased a “scratch and dent” roaster, received a banged up used roaster with a significant foul odor (assuming from the previous owner who didn’t clean after using it). However, TGO made it right by refunding me 100%. Their quality assurance process leave much to be desired.”

Helpful Report

Posted 2 years ago

Hello Richard, 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 had processed a full refund for you without requiring the item to be returned. Please email us at info@titangreatoutdoors.com and reference PBR Amyra if you require further assistance.

Posted 2 years ago

“The titan grill I recieved was used and not a "scratch and dent" was advertised. I have talked to a staff person who requested pictures. Which I did send yesterday 9/13 via email. I have not received a response as of yet. I'll with hold my review pending the outcome of my issues.”

Helpful Report

Posted 2 years ago

Hello Travis, 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 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

“I purchased a scratch and dent lounger. Was expecting minor damage which would be ok. Was NOT expecting missing parts which is a totally different discription. That is very misleading.”

Helpful Report

Posted 2 years ago

Hi Robert, thank you for the review and my apologies about this sir. Items from our Scratch and Dent section may have cosmetic damage and/or missing hardware. Items from this category are not eligible for returns, replacements or warranty claims and thus we cannot key a replacement hardware order. If items from this category are delivered with missing proprietary parts or parts that cannot be sourced locally, our product support team can assist in keying a parts order. My apologies again as such is our Scratch and Dent Deal.

Posted 2 years ago

“Placed my order in plenty of time before our Labor Day camping trip. The grill arrived on time-the spike/rod did not: the grill is useless without the rod to suspend it above the fire.”

Helpful Report

Posted 2 years ago

Hello David, please accept our sincere apologies if your order was delayed. I checked your account and found that you have already spoken with one of our customer service specialists, who informed you that the reason why this was delayed, is we were waiting for the invoice from you. this was dated back last August 25, 2022. you paid for the pole but did not send the invoice to us, you were asked to send the invoice once paid, but nothing was sent to us. That is why the two-piece poll was not delivered. I have checked, and the order for the pole has been issued and is now in transit. If you have any concerns, please email us at info@titangreatoutdoors.com and mention PBR Amyra.

Posted 2 years ago

“Just opened the carton. The post is missing.”

Helpful Report

Posted 2 years ago

Hello Grant, 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

“Products purchased am pleased with .Your customer service sucks. Will not buy from Titan in the future”

Helpful Report

Posted 2 years ago

Hi Art, thank you for the review and I’m really sorry to hear you had a frustrating experience. We set a high standard for ourselves, and we’re so sorry to hear this was not met in your interaction with us. I have had a chance to check and my apologies as due to fast turn around times, we cannot make changes to most orders. Orders for in stock items are sent to our warehouse team as soon as they are placed and our warehouse team cannot make changes to orders, just process the order based on the information on them. I can see that a rerouting request with the carrier has been offered but was not accepted. This is usually the only option we have for changing shipping addresses. My apologies again.

Posted 2 years ago

“Box was missing essential parts. I am now waiting for the replacements to arrive”

Helpful Report

Posted 2 years ago

Hello Brian, 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

“It doesn't fit my camp chef griddle. It's too small.”

Helpful Report

Posted 2 years ago

Hello Jeffrey, please accept our sincere apologies if the item you purchased did not live up to your expectations. We value our customers' feedback and are constantly working with carriers to enhance the products we manufacture to achieve our goal of providing the highest quality possible. 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 and is in new condition. 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 with the reference PBR Amyra if you require further assistance.

Posted 2 years ago

“It’s missing one part”

Helpful Report

Posted 3 years ago

Hello Goran, 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 sent you an email on August 05, 2022, confirming which part is missing, but I have yet to hear back. Please contact us at info@titangreatoutdoors.com with the subject PBR Amyra so that we can assist you further.

Posted 2 years ago

“So I ordered a cauldron, grill and chain off Amazon, they all came but the cauldron handle holes were not drilled in the center of the cauldron so it hung at about a 10-degree angle. I packaged that one up and returned it via Amazon. Then I ordered another cauldron, grill and chain (which comes as a set) from Titan Great Outdoors directly. Unfortunately, only the cauldron showed up but no grill or chain. I then contacted Titan Great Outdoors customer service via email. The person corresponded nicely but nothing came. So I contacted Titan Great Outdoors customer service then two weeks later another cauldron shows up with a grill but still no chain. Now I have an extra cauldron (what am I going to do with it) and I am going to buy the chain from the hardware store. So overall not thrilled with the experience.”

Helpful Report

Posted 3 years ago

Hello John, 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. You may purchase the chain locally and send us the receipt, and we will compensate you for the missing chain. Please email us at info@titangreatoutdoors.com and reference PBR Amyra if you require further assistance.

Posted 3 years ago

Ash & Ember is rated 4.5 based on 2,799 reviews