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

“I never received my order and Titan will not approve a refund. Very frustrated.”

Helpful Report

Posted 2 years ago

Hello! We sincerely apologize that this was your experience with us. I checked your account and found that you have spoken with one of our representatives who assisted you in issuing a full refund of your order. If there will be any issues in the future, please reach us at info@titanbrands.com.

Posted 2 years ago

“Very disappointed in the customer service. I ordered a portable fire ring knowing it might not be exactly what I was looking for. But I reviewed the return policy on the website which states the customer is responsible for the shipping costs to return, but otherwise allowed within the 30day window with no defects. I was fine with purchasing the item knowing I would be responsible for shipping if it didn’t work out, so I ordered it anyway. I got the item and it was not what I needed, but when I reached out to start the return process, I was notified that in addition to covering shipping, I have to pay a 20% restocking fee. This information is no where in the return policy or website anywhere. They sent a link with the disclaimer, but this link can be find no where on the website. So there is no way to know about the restocking fee unless the customer service rep sends the link directly. I find this frustrating and misleading. They have been very difficult to communicate with and are not at all empathetic to my concern. I sent screen shots of the current return policy under “returns” on the website which does not mention the restocking fee, but they refuse to honor the main website. The customer service has been deceptive and unhelpful.”

Helpful Report

Posted 2 years ago

We are sorry about the experience you've had with your order. Return shipping costs apply to customer-initiated returns. We appreciate your feedback and if you need assistance in the future, feel free to contact us at info@titanbrands.com. You will be able to access our return policy at https://www.titan.fitness/return-policy.html.

Posted 2 years ago

“Really bad support when a product need to be returned. Company do not provide suitable and affordable options to return the products in contrast to other vendor which provide kind and friendly ways to return the products. I received this product later than expected and given that TITAN is not responsible for the return delivery (it is assumed by the consumer under its full responsibility) and the delivery costs to return (higher than the real cost of the product) I decides to donate the product. I strongly recommend to all consumers that DO NOT make any purchase through this vendor or read carefully the conditions because if you want to return the product you will not have chances to so.”

Helpful Report

Posted 2 years ago

Hello Federico, 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. 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.titangreatoutdoors.com/return-policy.html. 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. Please email us at info@titangreatoutdoors.com if you require further assistance.

Posted 2 years ago

“Bought a 10 Kamoda smoker in November and have been dealing with in experienced people on getting the the rings for the stand to use the grill. I have been dealing with customer service throug emails to only become another customer to be pushed off by telling me that parts will take longer due to current issues with staff and parts. Complete waste of money. Garbage quailty service. Dont reply back with a fourth claim number on the same email chain to state we will get back with you and not correct the issue to then send a stupid survey to waste the consumers time again.”

Helpful Report

Posted 2 years ago

Hello Jon, 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. Parts have to be picked and packaged separately so the processing time is slightly longer than regular orders, but I assure you that your concern is a priority and we will resolve this issue for you. Please reach us at info@titangreatoutdoors.com if you require further assistance.

Posted 2 years ago

“I bought a rotisserie on clearance, it was dented and I expected that, it came without motor and when I called to buy another motor I was told that they was out of motors. I can’t return it because it was on clearance. I could buy a brand new rotisserie for the money I spent. I will never buy anything anymore from Titan Great Outdoors. Bad experience!”

Helpful Report

Posted 2 years ago

Hello Toni, 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 informed you that the part you need is currently out of stock. Also, unfortunately, scratch and dent items are not eligible for return as per our return policy. Here's the link for your reference, https://www.titangreatoutdoors.com/return-policy.html. Please email us at info@titangreatoutdoors.com if you require further assistance.

Posted 2 years ago

“I purchased a titan smoker for $700 in November 2022. Shipping was delayed but it finally arrived. I assembled it and found that it was missing some major parts. I contacted them and they told me it would be 1-3 months to get parts. I used it 3 times and the felt seal fell off and the regulator top fell off every time I used it. The seal was not correctly attached and they had not drilled the regulator top to allow bolts to be put in to hold it in place. It is now February, and I am unable to use it all I get from titan is we are looking into a solution. Clearly, they are trying to run out the 12-month warranty and not repair anything. I buy a lot of things from Titan but have never had a warranty issue previously. This cooker is useless as is but they won't replace it or fix it or refund it.”

Helpful Report

Posted 2 years ago

Hello Bruce, please accept our sincere apologies if the felt seal fell off and the regulator top fell off every time you used it. 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 if you require additional assistance.

Posted 2 years ago

“My Santa Maria grill was delivered on 1-19 and was missing both of the backing plates. It is now 1-30 and I still have not heard back from anyone confirming that the parts have been shipped. All I need is the 2 backing plates shipped to me so I can finish putting together this grill that I paid $1250 for.”

Helpful Report

Posted 2 years ago

Hello Trevor, 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 if you require further assistance.

Posted 2 years ago

“Glider arrived with a huge structural crack in the seat piece. Contacted Titan. Getting help is a nightmare. After a week of trying to get a replacement or a way to return, have gotten nowhere. Exceptionally bad customer support.”

Helpful Report

Posted 2 years ago

Hello Elsa, 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 replacement order for you. If you need further assistance, please contact us at info@titangreatoutdoors.com and mention PBR Amyra.

Posted 2 years ago

“This company is a complete joke. Bought cooker that is unsafe and will not work!! Burns the meat and if you raise the spit rod up it hits the lid!! It is poorly engineered and unsafe. Have had several emails trying to correct it and only get the run around of stupid suggestions! That don’t make sense!! If you buy anything from this company you will be wasting your money! Spent $615 on this grill and will have to scrap it! They are not honorable! Try to make them understand by email is a joke you can not talk to a person! STAY A WAY!!”

Helpful Report

Posted 2 years ago

“Terrible was lied to being told my teak dent and scratch table would only have missing parts, it came delivered destroyed beyond what they explained and the table had many defects, they did however let me keep their trash for me to dispose of …”

Helpful Report

Posted 2 years ago

“I ordered a fire ring that was never delivered. I tracked it and discovered it was damaged in delivery. I then saw that it was returned and I received a notice that it had "arrived" and thanked me for my purchase. The notices led me to believe that my package would arrive at my house on the designated day. I looked at all my home cameras to see if the truck had delivered it. After tracking my package again, I learned it had "arrived" back at the warehouse. I had to call the representative to ask me if I wanted to have a new delivery. Very confusing. Very frustrating. So I asked for my reimbursement. If it was damaged in transit, why not send another one immediately? Why did I have to wait another week or two and had to ask for a new delivery? Why get my hopes up for a false arrival because notification wrongly thought I was satisfied that my package had arrived? Why wasn't anyone from Titan proactive enough to contact me letting me know my shipment was damaged? Why did I have to call to inquire? As you can see, I had a lot of questions that Titan did not satisfy. Horrible experience.”

Helpful Report

Posted 2 years ago

“Ordered the wrong product and immediately canceled. The return process was a nightmare and they charge $25+ for return shipping even if the product never shipped. Customer service was not helpful. Not buying hifrom this company again.”

Helpful Report

Posted 2 years ago

“No support , can’t answers question ?”

Helpful Report

Posted 2 years ago

“Very unhappy customer. The table bottom arrived late and does not fit the top. Customer service has been hard to get hold of (more than 30 min on hold), and I’m still waiting for a resolution. It’s a shame, because the table top is beautiful.”

Helpful Report

Posted 2 years ago

“On December 8th, I logged into my Titan Attachment account and made corrections to credit card and delivery addresses which included the deletion of the address at: Violet Hill, AR 72584. These changes were saved and accepted by your system for my account. I then placed an order that day, Order #11100316649. On December 16th, I opened a new account at your sister website Titan Great Outdoors. I only included one (1) delivery and billing address for this new account at: Houston, TX 77065. I then placed item/SKU number 899948 in the cart and entered payment information. However, prior to checking out, I made a call to your sales support staff to determine if your firm could transfer/add my sales tax exemption certificate from the Titan Attachment account to this new Titan Great Outdoors account. The sales support person determined he could do it (unfortunately I do not recall his name) but he stated he would have to complete the order for me. He did so and gave me the correct dollar amount without sales tax. At no time during our discussion did he ask me for a delivery address. I assumed he was looking at the one (1) address I had entered for the new Titan Great Outdoors account. He completed the order and I disconnected the call at approximately 1:41 pm CST. Approximately, one (1) hour later I received the email confirmation (Order # SO_58157) which to my amazement showed the delivery address being at the address I had deleted over one (1) week ago under the Titan Attachment account. I immediately called sales support and a person returned my call at 3:03 PM CST (again do not recall her name). I explained the problem and she sent an email request to her supervisor to cancel the order. She also stated if they could not cancel the order, then they would wait until the order shipped and then Titan could request the carrier to redirect the shipment to the correct address. On Monday the 19th, at 7:52 am CST, I received an email confirming the shipment was ready to go and was awaiting carrier (UPS) pickup. It reflected UPS tracking #1Z1A2T010395626302. Again, I immediately called sales support and after more than 2 hours of holding and talking I was once again assured the shipment would be redirected and was given Ticket #1606164. Twelve (12) hours later at 7:52 pm CST I received another email from Titan advising the carrier had picked up the shipment and said shipment would be delivered by end of the day, on Tuesday, December 20th. On December 20th, at 1:57 pm CST, I received a Titan email advising the shipment/Order had been delivered. Please be advised I have not been at the AR address since November 2021, that I do not have the package in my possession and most importantly the failure of your sales support person requesting a delivery address from me was the cause of the entire problem. In addition, other sales support personnel did not properly monitor the shipment to enable it to be redirected to a correct delivery address. In conclusion, please issue a credit to the applicable credit card in the amount of $85.97. Your earliest attention to this matter would be greatly appreciated.”

Helpful Report

Posted 2 years ago

“ordered 2 tables but came in different colors. will not take back since packages opened. generally good product, but not really generous service policies. (second issue. probably will not be a third.”

Helpful Report

Posted 2 years ago

“Dissapointed: My 4 watt rotisserie grill arrived without top cover hinges and screws, I made a homemade hinge from coathanger just to use grill. I contacted Austin and Ren. I waited a week and neither of them followed up with me. Sad thing is I'm otherwise happy with the grill. Now I just want to return the whole thing at your expense. You guys arent ready for prime time yet.”

Helpful Report

Posted 2 years ago

“I've given this feedback through other channels, but you guys keep sending me different requests for feedback, so I'll keep giving it. I would rate my service very poor. I ordered two of the lutyens benches, as that was the available quantity on both your website and on your ebay sale. Initially tracking showed one of two shipped. I called to ask if there was an issue and was assured all was well and both were on the way. Only one package arrived, in very poor condition. It was obviously a returned package which had been retaped poorly and was full of holes. It was also the wrong item. When I contacted the customer service team, they informed me that there were in fact no items available to ship. I don't know what went wrong with your inventory system, but you sold me two items that you did not have. I was refunded for the one that never shipped, but the other refund is pending the pickup of the wrong item (scheduled for tomorrow 12/22/2022). I was contacted by Dumonique (spelling?) from your team regarding the order issue. I expressed my frustration over the failed order, especially since this was a Christmas gift for my wife. She informed me that there was no known restock date. I pointed out that there was one of this item on your ebay clearance site listed as a scratch and dent item, but that it was listed at the full price that I had paid for the new items. I asked if something could be worked out to offer me the scratch and dent item, perhaps at a discount considering the fact that you had failed to deliver my items and it was listed at full retail. Basically Dumonique insisted that their was nothing she could do within policy. She insisted that the ebay account was managed separately and that she had no ability to influence the sale. I suggested that she contact whomever manages that account and attempt to arrange something to satisfy my purchase. She simply stated that she would not do that. The lack of attempt to resolve the issue is beyond unacceptable. I have worked in consumer manufacturing management for 25 years and been directly involved in resolving consumer issues. I know very well that there are options that can be worked out in these cases, with management approval. There simply was no effort made. Instead of working to resolve the issue, I am left to arrange a pickup and return of the wrong item you sent me on my vacation time from work. It is extremely unlikely that I will do business with Titan in the future, nor could I recommend a company that mismanages it's inventory and makes no attempt to rectify the situation with the customer.”

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Posted 2 years ago

“STILL MISSING WINDSCREEN AND HARDWARE Called, spoke, and emailed many times, complete lack of resolution. "Priority handling of concern, Supervisor working on it." That was last week. Very poor.”

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Posted 2 years ago

“This is probably my fault, but the gift is just too heavy to be portable and I need to return it. On another note, it was SO heavy it ripped the bag it came in. Can you send a return label? Much better for someone to leave on their patio all the time (it's nice) but not good for lugging to the beach which was my intent when i gave it to my son and his wife.”

Helpful Report

Posted 2 years ago

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