Name: Ash & Ember
Address: 3839 Forest Hill Irene Road, 3839 Forest Hill Irene Road, Memphis
Rating: 4.49

“Do not use this company. They ship by FedEx which will deliver it 5 days later than promised in this condition. And you ll end up with a 120 pounds broken fire pit. With no help or support from the company. Think twice before ordering from them.”

Helpful Report

Posted 1 month ago

Hi! We're sincerely sorry to hear about your experience with the delayed delivery and damaged fire pit. We understand how concerning this must have been, especially with such a heavy item. Upon reviewing your case, we confirmed that one of our Support Team members assisted you with the return process. We appreciate your feedback and will share your concerns with our team to help improve our shipping and customer service experience. If you have any additional questions or concerns, please don't hesitate to reach out. We're happy to help!

Posted 1 day ago

“Terrible product”

Helpful Report

Posted 1 month 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. 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, in the original packaging, and in new condition. Here's the link to our return policy for your reference, https://ashandemberoutdoors.com/pages/return-policy. If there’s anything further we can do, please don’t hesitate to reach out—we’re here to help.

Posted 1 month ago

“The top part of my order came completely broken, and the bottom part never came at all. Support not just routed me to the provider of the shipping protection, and I just cancelled the order and got a refund minus the shipping protection, so this was a huge waste of time and money. Stay away.”

Helpful Report

Posted 2 months ago

Hi! We’re very sorry to hear about your experience. We understand how frustrating it must have been to receive a damaged part, not receive the remaining portion of your order, and then have to spend additional time working through the resolution process. This is certainly not the experience we want for our customers. We’d appreciate the opportunity to look into what happened and see if there is anything further we can do to address your concerns. Please reach out to our customer support team with your order details so we can review the situation and assist you further. Thank you for bringing this to our attention.

Posted 2 months ago

“Great job Titan! I placed a $4600 order on Tuesday. Within a few hours my husband informed me that the sofa is too big. I needed the loveseat. I contacted support. Yesterday the agent says.. so you just want to swap out.. I reply yes. Today (TWO DAYS LATER) she says you don’t have the LUXURY of modifying an order. I can’t cancel. I can’t refuse delivery. I should have read Ash and Ember’s Reddit reviews. Your customer service and shady small print stink. I needed a dining set too. Apparently you don’t like repeat customers. I will hit every review site I can with this to make BUYERS BEWARE of you.”

Helpful Report

Posted 2 months ago

Hi! Thank you for sharing your experience. We’re truly sorry for the frustration and disappointment you experienced while trying to modify your order. We understand how important it is to have clear communication when making a significant purchase, and we regret that the process did not meet your expectations. Upon checking, one of our management team members reached out to you directly and assisted with the return options; however, you ultimately did not proceed with the return. If you would still like to move forward, please feel free to reply to our email, and our team will be happy to assist you with the next steps. We appreciate your feedback and the opportunity to address your concerns.

Posted 1 month ago

“Very well pleased with this product and the build quality was phenomenal and it worked really well would recommend it to anyone”

Helpful Report

Posted 2 months ago

Hello! Thank you for the positive feedback regarding your entire experience! Here at Titan, we pride ourselves on positive customer experiences from purchase to delivery so we are overjoyed with this feedback. We noticed that you left a 1-star review vs a 5-star as your feedback indicates. We would love it if you would update your review! We hope to be able to serve you again!

Posted 2 months ago

“VERY disappointed. Placed the grate in our fire pit the afternoon it arrived, and woke up the next morning to find it completely rusted over. Never used once, and merely exposed to some humid air for less than 24 hours. It is now completely orange. I reached out to them and naturally their only solution is for me to wrestle with this giant metal wheel and scrub it and clean it and oil it. I expected I would need to treat it on occasion after some reasonable period of time, or after some normal usage (or even just once!), but not literally the morning after I took it out of the box. It clearly wasn't treated properly before shipping. As far as I am concerned I just bought a $300+ piece of rusty junk that I now have to try to clean and treat, and just hope that it looks better once I am done (instead of bright orange, like it is now). And of course they dismissed my warranty claim out of hand because apparently this is "normal behavior" for this product (their words). Wish I had known that before I spent the money. The first and unfortunately the LAST time that I or anyone I know will buy a product from these people.”

Helpful Report

Posted 3 months ago

Hi! We’re very sorry to hear about your experience and understand how disappointing it must have been to see rust develop so quickly after receiving your fire pit grate. We appreciate you taking the time to share your concerns, and we regret that our previous resolution did not meet your expectations. Upon checking, we can confirm that a member of our Product and Warranty Team has already assisted you regarding this concern. We’re sorry for the frustration this situation has caused and appreciate your feedback, as it helps us identify areas where we can improve both our products and customer experience.

Posted 2 months ago

“Within 2 weeks, there was already so much rust on the fire pit grill and pole. The design concept is what we were looking for, but the craftsmanship was subpar. Very disappointed in the product durability.”

Helpful Report

Posted 4 months 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. If there’s anything further we can do, please don’t hesitate to reach out—we’re here to help.

Posted 4 months ago

“Buyer beware! Arrived damaged due to poor packaging and quality control. Customer support is absolutely terrible. Trying to focus me to keep the damaged item by offering my a 10% refund. When I demanded a return and refund, they ghosted and stopped responding. Disputing as fraud with my credit card company.”

Helpful Report

Posted 4 months ago

Hi! We’re sorry to hear that your experience did not meet your expectations. Upon reviewing your case, we can confirm that our team assisted you and ultimately processed a return for the item. While we regret that we were unable to provide the experience you were hoping for, we appreciate the opportunity to address the issue and work toward a resolution. Your feedback regarding packaging, product condition, and customer service has been noted and shared with the appropriate teams for review. If you have any remaining questions or concerns, please feel free to reach out—we’re always happy to help.

Posted 4 months ago

“Ash & Ember is totally Deceitful!!!! I purchased a 40" copper firepit on 5/11/2026 for $550 advertised as "scratch & Dent" however the online picture did not really show any damage so I bought it. What a disaster! The rim was dented beyond belief and the bowl was weathered/oxidized as though it sat outside for a long time! Called and emailed on 5/18 -- they said they would get right back to me. Emailed again 5/19 & 20 -- still no response or resolution. Thank goodness I used my Amex - I initiated a dispute. BUYER BEWARE -- NEVER EVER AGAIN will I buy anything from them-- what a scam!!!!”

Helpful Report

Posted 5 months ago

Hi! We’re sorry to hear about your experience and understand your frustration with the condition of the firepit and the delay in communication. This is not the experience we aim to provide our customers. Upon checking, our Product and Warranty teams have already assisted you with this case, and a full refund has been issued. We appreciate you bringing your concerns to our attention and regret any inconvenience this situation caused.

Posted 5 months ago

“Great delivery-prompt! Beautiful furniture.”

Helpful Report

Posted 6 months ago

Hello! Thank you for the positive feedback regarding your entire experience! Here at Titan, we pride ourselves on positive customer experiences from purchase to delivery so we are overjoyed with this feedback. We noticed that you left a 1-star review vs a 5-star as your feedback indicates. We would love it if you would update your review! We hope to be able to serve you again!

Posted 6 months ago

“Bought a grill. The parts were so poorly made that I could not assemble the grill. Reach out to Ash & Amber for help. It has been six months since and they have done nothing to resolve the situation. At this point it is pretty clear that they don'f care and will not stand behind the products. Would never use them again.”

Helpful Report

Posted 8 months ago

“The grill I bought had such poor quality that I could not assemble the parts. It has been six months since and Ash & Amber have done nothing to fix the issue, though I have talk and sent in numerous request for service. I don't feel that they will ever make it right.”

Helpful Report

Posted 8 months ago

Hi! We’re sorry to hear about your experience. Upon checking your case, our product team was able to assist and a replacement has already been issued to help resolve the issue. If you need any further assistance, please feel free to reach out and we’ll be happy to help.

Posted 7 months ago

“Terrible customer service. The grill came damaged and they still haven't responded to me regarding a replacement. This should not be that complex.”

Helpful Report

Posted 8 months ago

Thank you for your feedback. We’re sorry for the frustration this caused. Upon reviewing your case, we can confirm that our team has assisted you and a replacement has been issued for your damaged grill. If you have any other concerns, please don’t hesitate to reach out—we’re here to help.

Posted 8 months ago

“Initial product was shattered. Tried to coerce me into paying for shipping insurance. The replacement piece was poorly packaged and nearly shattered. The two pieces don't fit together.”

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 support 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 PERSONAL EXPERIENCE I reached out to RANGEPRO.ORG regarding a concern with my account, and their support team truly impressed me. They were quick to respond, clear in their communication, and efficient in resolving the situation. Everything was set right, and my funds were promptly returned. Exceptional service from start to finish.”

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Posted 1 year ago

“Got to be the worst customer service ever. Never again. Buyer beware.”

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

“I was promised a $150.00 credit on my first purchase and I never received it.”

Helpful Report

Posted 1 year ago

Hi! Thank you for your review, and we sincerely apologize for the confusion. We’re unable to find any record of a $150 credit associated with your order. Please contact our support team so we can investigate this further and assist you promptly. Please reach us at info@titanbrands.com if you require further assistance.

Posted 1 year ago

“BUYERS BEWARE the return policy is so sub standard ! I purchased four chairs, though well made they are just too big and I dont like them . This is not my first ash and ember purchase, but it will definitely be my last. The customer service for ordering if fast and efficient. the customer service for creating a return is not . THEY HAVE INFORMED ME THAT I AM RESPONSIBLE TO FIND THE TRUCKER, ARRANGE THE RETURN PICK UP, AND ON TOP OF THIS CHARGE THEY ARE ADDING A 20% RESTOCKING FEE. this is exorbitant and excessive and terrible customer service. think twice before buying from them”

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. 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, in the original packaging, and in new condition. However, as stated in our return policy, Titan will offer a refund of your original purchase price minus the restocking fee within 30 days of your delivery date.  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://ashandemberoutdoors.com/pages/return-policy Please email us at info@titanbrands.com if you require further assistance.

Posted 1 year ago

“Product did not meet expectations! Company refused to pay for return plus a restocking charge! Product sub par!”

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. 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, in the original packaging, and in new condition. Here's the link to our return policy for your reference, https://ashandemberoutdoors.com/pages/return-policy. Please reach us at info@titanbrands.com if you require further assistance.

Posted 1 year ago

“We purchased a Grade "A" Teak table about three weeks ago (and six chairs to go with it). While the materials seem good, the holes/bolts were not aligned to connect the tabletop to the base of the table. We contacted the company the day we received the table and they have been extremely slow to fix the issue. We are three weeks in from starting this process and there has been no proposed solution. It is essentially a non-working table, but they have not provided a way to fix the issue.”

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 Senior Customer Success Agents, who assisted you with your concern and processed the refund for you. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 1 year ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	99%
Accurate And Undamaged Orders	Greater than 86%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour

Ash & Ember Reviews

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