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Ash & Ember Reviews

4.5 Rating 2,797 Reviews
86 %
of reviewers recommend Ash & Ember
4.5
Based on 2,797 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
Read Ash & Ember Reviews
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Phone:

(800) 605-8241

Email:

info@ashandemberoutdoors.com

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Ash & Ember 5 star review on 24th September 2024
Robert S
Ash & Ember 5 star review on 30th August 2024
Jeffrey N
Ash & Ember 5 star review on 27th August 2024
John K
Ash & Ember 5 star review on 26th August 2024
Neil W
Ash & Ember 5 star review on 20th August 2024
Anonymous
Ash & Ember 5 star review on 13th August 2024
Greg U
Ash & Ember 5 star review on 13th August 2024
Greg U
381
Anonymous
Anonymous  // 01/01/2019
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!
Helpful Report
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.
Helpful Report
Posted 1 year ago
The grate broke after one use. The frame cracked. Can I be sent a replacement?
Helpful Report
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.
Helpful Report
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
Helpful Report
Posted 1 year ago
It’s been Almost two months and still haven’t received the parts to put the chairs together. I want to buy more chairs but can’t since the first ones didn’t work out.
Helpful Report
Posted 1 year ago
Half of the screws are missing, had to go to the hardware store, and it was damaged during shipping. Plastic was shredded to pieces. Their was no cushion, and the box was smashed and torn open half way
Helpful Report
Posted 1 year ago
When you buy a item it should at least tell you what’s missing? I can’t even buy the parts needed nor are there documents on the dimensions of the parts. How can you sell an item new or scratch/ dent but not even have spare parts?
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 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
Bought a $1200 grill from them that rusted in under a week. The finished bubbled off on the first used. I emailed them. A week later no response. I’m about to reverse my credit card charge.
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
My entire box was smashed to pieces I sent you a picture of it. No response
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. We checked and we have not received the photo. Kindly email it to support@titandistributorsinc.zendesk.com. You may also contact us at info@titanbrands.com if you require additional assistance.
Posted 1 year ago
Ash & Ember is rated 4.5 based on 2,797 reviews