Ash & Ember Reviews

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

4.5 Rating 2,824 Reviews

86 %

of reviewers recommend Ash & Ember

4.5

Based on 2,824 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 18th September 2025

382

Anonymous

Anonymous // 01/01/2019

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

English

“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

“Decided to buy a new fire pit because they offered a 20% coupon, upon completion of order I realized they did not take off the 20%, I immediately requested to cancel the order, they responded that there customer service department only worked Monday-Friday and would respond the next business day, they shipped the order before customer service responded. Terrible! They offered me to return the item and pay the restocking fee of almost $100. Even worse! Then I saw the item discounted from the price I paid 15 days after I received it. Requested the difference, they said their policy didn't allow refunds 7 days after delivery. Horrible customer experience. I like the fire pit, did not like their policies. I wish I had bought this somewhere else.”

Helpful Report

Posted 1 year ago

“the first time we used the open fire grill the paint melted from the grease tray, that is badly located as you cannot remove it so the grease just pools. The paint also melted from the ash trays. The wheel was rusted when we took it out of the box.”

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://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 1 year ago

“I ordered and paid for two planters and was sent one planter and a second box filled with plywood. I am still trying to resolve this issue.”

Helpful Report

Posted 1 year ago

“I have a rotisserie machine that I paid close to $1000 for the spit rod broke eight months ago and I’m being told for eight months that the spit rod is on back order. Finally last week I received a new spit rod that’s 20 inches shorter just to be told that my size is still on backorder after eight months and I’m not able to use my rotisserie to roast a lamb. I will not be recommending your company even though Four of my friends bought the same machine on my recommendation. I’m sorry to say, but your customer service is horrible. If you guys have spit rods for the machines that you sell, you should have one in stock to resupply a broken part I would appreciate a phone call at 714-343-9477.”

Helpful Report

Posted 1 year ago

“I believe the shipment process took too long by today's standards and something that can be improved. The product purchased was the aluminum hard lid for an FTG600 Camp Chef griddle (flat top). The initial lid was damaged on arrival. One corner was bent in a way that would have been difficult to straighten out. Through Route, the shipping support service available when ordering from Ash and Ember, I was sent a second lid. That lid was also bent on all sides. The material is soft and thin enough that it can be manipulated to a point and I spent some time working to get the sides all straight and corners square. The tolerances are so small in the overall measurement that even after the work I did, the lid would not fit the griddle without a good deal of interference between the lid and the griddle top. More work got it to sit down but with some effort. After that, the problem was that the lid did not sit back far enough when engaging the hooks on the underside of the lid against the rear wall of the griddle in the open position. The lid leand forward quite a bit. I really do wish this system worked as it should as the price point of the lid on sale couldn't be beaten. I also do not enjoy making less than complimentary reviews. I did here so others may not have to go through what I did and end up where you started.”

Helpful Report

Posted 1 year ago

“The fire pit was delivered after christmas and left by mailbox. very disappointing and customer service was horrible.”

Helpful Report

Posted 1 year ago

“Dealing with your company was a nightmare. I’ll never order anything from you again due to your abysmal return policy, which required me to pay the return fee and a restock fee that cost nearly as much as the item I ordered!”

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Posted 1 year ago

“Very disappointed in this company. My grill was delivered 12/14 and I noticed it was on sale 12/23 for $600 off. Contacted them and they told me that their policy is to price match only within 2 days of delivery. I have no idea when the sale started so I have no way to know if I was ever eligible for a price match refund. Careful when you purchase your items so you don’t get screwed over like I did.”

Helpful Report

Posted 1 year ago

“Where is my order? # 13100203041. Please send me the link to the refund if you are not going to ship my item to my address. Sharon Hulett-Shepherd, 25 Birch Hill Rd, Craryville, NY 12521.”

Helpful Report

Posted 1 year ago

“Purchased Titan live fire grill 1 week later price went down $300.00 e-mailed and called threatened bad reviews everything I could think of to get a store credit or any consideration spoke to and wrote until I was blue in the face. could not get any consideration whatsoever but copy and paste e-mails telling me how important their customers are. I couldn't even get a discount on my next purchase. I can send back the grill until Jan 11th 2024 I probably should. I have been in retail all of my life this is worst purchase experience I have ever had. What drives me crazy is they could have gave me a small store credit or discount I would have been fine. All I got was NO NO NO at every turn. Maybe this is why they changed their name.”

Helpful Report

Posted 1 year ago

“I was sent defective, blemished items in dirty, decrepit boxes that were clearly previously opened and resealed poorly. I am currently receiving support and if my return goes through successfully, I will give ash & ember a second chance.”

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Posted 1 year ago

“The grate broke after one use. The frame cracked. Can I be sent a replacement?”

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Posted 1 year ago

“The item was too big. I wanted to return it but was told I would have to pay for shipping and a 20% restocking fee. It would have cost me about the same as I spent. I will never order again from your company.”

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Posted 1 year ago

“Our order is still sitting in the warehouse. There is not a truck small enough to deliver it to us. We're going to have to pick it up! Georgia Hayes 704-607-0091”

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Posted 1 year ago

Ash & Ember is rated 4.5 based on 2,824 reviews