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

“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.”

Helpful Report

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.”

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Posted 2 years ago

“They cancel my order and ship half the items. I got a heat deflector without the fire pit. If I wish to return the heat deflector now I have to pay out of pocket. Horrible experience”

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Posted 2 years ago

“Needed both items shipped the one and cancelled the other and wants the item shipped back in original box with pictures prior to refund”

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Posted 2 years ago

“I have had a terrible experience with your customer service and management response. As a transaction process was made by a technical error. Originally i was shopping for potential future purchase and was browsing thru promotions thru black Friday. When i went to the screen to see the overall price and arrow back the purchase processed, i researched to stop payment with paypal and i was advised to contact your department to resolve matter, unfortunately the day of the transaction anf following day your office was close. I then called on Monday and spoke to someone who did not help me, i requested to speak to management and i was told that none were available, i also requested to speak to someone in the shopping department to try to stop shipment and again i was told that was not able to speak to someone. This person stated that someone in management would call me in an hour. Unfortunately that was not the case, i made several calls after and for one reason or another my call would not go thru even when i was willing to hold as i did the 1st time which was almost 40 min on hold. Unfortunately i have not been successful reaching anyone. I did receive an email that unfortunately was in my spam and i found it a few days later, on this email i was told that they would approve a none cost shipping but i did not find any labels attached to the email. I wrote back to the manager and its been almost a week and i haven't gotten a response. I wrote another email again yesterday 12/12 and now posting this complaint thru this review hoping someone will assist me with shipping and a reimbursement of this purchase made by error. I have a holiday party this weekend and i have a huge box sitting in my living room as i don't have any other place to store it. I need to ship this item back as soon as possible. If this is a company of prestige and integrity i hope that this response reaches someone superior then management, as i stated that if i don't get a response back i will write a letter to your CEO along with proof of all my attempts to resolve this matter. I hope my comment can be taken into consideration to successfully resolve this matter.”

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Posted 2 years ago

“Did not result my issues”

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Posted 2 years ago

“Item arrived damaged with multiple dents. I was offered 10% off another purchase which means Titan only wants to help rectify the issues if I buy more items and not help with the items you've already purchased.”

Helpful Report

Posted 2 years ago

“Package was opened and damaged”

Helpful Report

Posted 2 years ago

“bought a target kit, only part of it shipped.. and rather than ship me parts that are back ordered that have shipping dates, I was asked to return the parts I recieved... yes RMA was provided, but I want the product.. I was advised by customer service, it was not an option and that I needed to send the part back if I want my money back... the website is not updated correctly and they really don't have the parts.. AND I get reminders every few days to order the same kit, to receive it before Christmas.. Looking for a new vendor.”

Helpful Report

Posted 2 years ago

“The first table was shipped and sent back by FedEx for damage. Took Titan over a week to ship a replacement. When I received it I could understand why they would get damaged. Hardly any styrofoam to protect the table, really the only protection was the plastic bags the parts were shipped in. The table top had multiple dimples in it, from things banging into it during shipping, as well as paint flaking off where parts were rattling around. The bottom shelf does not sit flat against the supports welded to the legs, which means it was not manufactured correctly. The box is too lightweight and was ripped open. No instructions were included on assembly, found the owner's manual online, but even that identified parts incorrectly, the bottom shelf is numbered as a different piece, and there are new supports that are not even in the diagram. Can not recommend it.”

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Posted 2 years ago

“You shouldn’t advertise what you don’t have in stock!”

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Posted 2 years ago

“There is nothing smokeless to this fire pit ! Just a small amount of kindling to start the fire smoked up the backyard. Even as the fire took hold smoke continued. It has no bottom and the hot ashes drop onto the brick patio. The material may be steel but it’s not rust proof. It looks unfinished. Even if it was finished as is there is no way this is smokeless! Very dissatisfied with the purchase!”

Helpful Report

Posted 2 years ago

“Ordered the kit with tree, base, and targets and only received the tree…no base, no targets. Got an email that said the others were canceled and now out of stock. It was supposed to be a Christmas gift for my son. What good is the tree with no stand or targets??”

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Posted 2 years ago

“I like the product, but all the bolts came loose in the box missing the screws that keep them in the chains and when contacting support they ask me to buy the screws for which they dont have the specs... again, good product but bad support.”

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Posted 2 years ago

“Unbelievably bad customer service. Purchased a product during black Friday event, then a couple days later they dropped the price $35. I requested the price match and was refused even after speaking with a supervisor. Unfair business practice...unbelievable that a company would still behave this way in 2022. Hadn't even received the product I purchased yet, and you drop the price--then won't correct it and match the price? Simply unbelievable. No reputable retailer would behave in this manner. That's why I will be sticking with retailers such as Amazon--who would easily do this--in the future and will also be telling everyone I can that you offer horrible customer service and that I would recommend never buying from you.”

Helpful Report

Posted 2 years ago

“The item we ordered came in a dilapidated box and it was missing a vital part - the fork, without which it is not usable. I immediately wrote to Customer Service and was told they were working on making it right. Two follow up emails later and still no response or action.”

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Posted 2 years ago

“I ordered a firepit on a super sale then went nearly half off for Black Friday a week later. Lesson learn, don't buy anything until Black Friday!”

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Posted 2 years ago

Hi Javier, thank you for posting a review. You can register to receive our newsletter to get the latest information on our upcoming sale. Thank you again for posting a review.

Posted 2 years ago

“I was very unpleased with the fire wood rack that I bought. I understand that it was a scratch and dent item, what I did not realize is that all of the nuts and bolts were missing as well as two support pieces. In the money that I saved I had to spend on the nuts and bolts. The rack was in bad shape, it looks like someone had it before and did a number on it to then return it. In all I got it up and have fire wood in it, I was just very unpleased with the item I received.”

Helpful Report

Posted 2 years ago

Hello Daniel, 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 email us at info@titangreatoutdoors.com and reference PBR Amyra if you require further assistance.

Posted 2 years ago

“Still awaiting my complete order. Order arrived missing pieces, and then a second shipment to receive the rest of my order was delayed.”

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Posted 2 years ago

Hi Alex, thank you for posting a review and my apologies your experience was less that satisfactory. I have had a chance to check and I can see that the replacement order was tagged delivered on 11/26. My apologies about the missing parts from your initial order. Thank you however for letting us turn this around for you.

Posted 2 years ago

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