Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Merchant has not provide Return Merchandise Authorization (RMA) after four attempts have been made to request one. Merchant's return policy requires 30-day return for full refund minus restocking fee. There is concern that merchant is purposely attempting to prolong the process to allow the 30-day period to expire thus voiding an otherwise legitimate request.03 May - order placed with merchant. (See Atch1)07 May - order delivered via ***** (See Atch2)07 May - return request placed via online web form application per Return Policy instructions. (Note: Email address used to order and to request a return cursors-****************** )07 May - Merchant sends email to acknowledge request. (See Atch3)08 May - A second email sent to merchant requesting RMA number.10May - Acknowledgement email received from entity named "Titan Support Team" wherein an expected delayed response due to high support request volume was shared. (See Atch4)12May - Call placed to merchant's customer support *************), during which the representative inquired as to reason for return then stated that *** would be issued "this same day". ***** - A third comment posted online to state that four attempts have been made to resolve issue, however, no response from merchant to date. (See Atch5)

  Business Response

  Date: 05/16/2025

  Hello, thank you for contacting us.  Please accept our apologies for any inconvenience this may have caused.  Our records indicate that an email was sent to the customer on 5/12/25 with the return authorization number and the return address. Customer was also advised that they are responsible for paying their own costs to return and has been asked to provide the return tracking number to us once they have obtained it. Thank you 

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23332320
  
  I am rejecting this response because:
  There seems to be a discrepancy in some of the details as no communication was received from the merchant on 05/12/25 pertaining to this matter or any other matter.  The attached email dated May 8 is the survey request with what appears to be text from a response that was entered in an online form but never emailed to me.  This email is the only communication that shows my request was received, but neither an RMA # or deliver instructions were provided.  Please have the merchant either resend the email that includes RMA and delivery address, or have those details attached / submitted in response to this rejection / rebuttal.

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 06/12/2025

  Hello, Thank you for contacting us. Our records indicate that the customer's RMA number was sent to the customer's icloud email address which is different from the email address on this complaint and it includes "1c" at the end. We ask that the customer double checks his email and spam folder. Thank you. 

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company sent me a chair with a crack in the frame straight out of the box. I contacted them with photos of the defect the same day the chair arrived and they are charging me the cost to ship it back + 20% restocking fee. I have all the photos and chat history. They do not stand behind their products

  Business Response

  Date: 04/28/2025

  We sincerely apologize for the inconvenience caused by the item arriving damaged. Upon review, we see that it was received on 4/17. As a one-time courtesy, we will be issuing a replacement order to address the issue.

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a cast iron fire pit from Ash & Ember which was delivered in early January of this year. My order cost $659.64 and was described as a durable cast iron fire pit meant to withstand all kinda of weather. NO WHERE on the product page did it mention rust or that the product would get weathered and unuable in less than a month. In just a few weeks, we noticed severe decaying of the cast iron and I reached out and they refunded me $50 of the entire purchase. we bought a cover and hoped that was the end of the rusting.After only 1 month of use, the fire pit became completely rusted and destroyed our patio tiles which we had to replace. I reached back out to Ash&Ember because we had to replace the fire pit and discard it given it is almost completely decayed. They said they would not let us return it or give us a refund even though it is not even 2 months old and completely decayed. Again, no where on the product page does it mention the potential for rust - it is described as a sturdy, all-weather, cast iron pit.

  Business Response

  Date: 03/03/2025

  Hello, 

  Thank you for bringing this matter to our attention. We take customer feedback seriously and would like to provide a clear explanation of the situation.
  The customer purchased an unpainted raw metal fire pit, which was clearly described and advertised on our website. As the product is made from raw metal, it is understood that exposure to weather elements, such as moisture, rain, and humidity, may cause the metal to rust over time. This is a common characteristic of unpainted raw metal.
  

  The product description provided on our website specified that the item was unpainted, which implies that it was in its natural state and unprotected against environmental factors. Given that this is standard knowledge regarding raw metal, we did not feel it necessary to emphasize the rusting issue, as it is an expected outcome.
  We do recommend that customers research proper care and maintenance practices for raw metal items to prevent rust, such as using protective coatings or storing the item in a sheltered area during adverse weather. This is common advice for any uncoated metal product.
  

  As such, while we sympathize with the customers situation, we are unable to offer a refund, as the condition of the fire pit (rusting) is a natural result of the products material and exposure to the elements. The information about the fire pit being uncoated and raw material was available to the customer at the time of purchase.

  We offered the customer a partial refund which was accepted. We offered a partial refund as a courtesy. The partial refund is the only refund we will be offering. 

  We appreciate your understanding and are happy to assist with any further inquiries the customer may have regarding the care of the fire pit. If they customer like they can reach out to us if they would like to know how to care for this fire pit or they can reserch about how to take care of an unpainted raw metal fire pit. 
  

  Thank you. 

   

   

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 23000021
  
  I am rejecting this response because it is deceitful to expect consumers to assume "unpainted" cast iron really means "will rust within 2 weeks", especially when the product page describes the fire pit as "Built from durable cast iron and designed to withstand weathering elements" and there is NO mention of being susceptible to rust. Withholding this information when a product is $700+ is extremely misleading and unfair.

   

  The $50 refund is pennies compared to what the product cost me, especially when you account for the patio stone replacement I had to pay for due to the immense rust that leaked from the fire pit. I accepted it weeks after it arrived as I thought the rust was minimal enough and would stop given we purchased a cover, however, it only got worse very quickly.

   

  Most reviews of this company on third party sites show they do not stand behind their products or their customers and are deceitful and untrustworthy, and I would like them to be held accountable in this case.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/18/2025

  Hello,

   

  Thank you for reaching out to us regarding the recent purchase. I wanted to clarify that our website notes that the fire pit is made from unpainted raw material. This means it is bare metal without any paint. There are many tips available online on how to take care of fire pits of this kind to ensure their longevity and appearance.
  To address your concerns, we have offered a partial refund in the amount of $50.00. We hope this help!

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23000021
  
  I am rejecting this response because noting that the material is raw does not imply to consumers that it will rust beyond use - that is sneaky and does not suffice as enough information. If they know their product becomes unusable and rusted to the point of ruining patios in just 2 weeks, that is something they should make known to their customers prior to purchase.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/19/2025

  Hello

  We have communicated to the customer on multiple occasions the definition of "Raw Unpainted Material" as it pertains to the fire pit. The customer previously accepted the partial refund that we offered as a courtesy. We have reached a final decision regarding this matter, and we will not be altering this decision. Thank you for your understanding.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23000021
  
  I am rejecting this response because this is fraud. That $50 was refunded (which by the way barely covers the $700+ expense of the fire pit) under the assumption that the rusting would slow with the use of a cover. That in fact did nothing and the fire pit was rendered useless in just a few weeks. I am not the only customer that has had issue with this company - they do not stand behind their customers or products whatsoever. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/01/2025

  Hello, 

  We have sent over the final resolution and that is a ***** partial refund. We will not be offering a full refund or a return. We explained in several replies the reason for our decision. We have no more solutions for the customer. The rust he see can be cleaned when cleaned properly. This information is available online, or individuals may contact us directly, at which point one of our agents will elucidate the appropriate procedures for removing the rust from the raw material of the unpainted fire pit.  Thank you for contacting Titan.  

• Initial Complaint

  Date:10/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered an item. 450$Changed my mind. Called in less than 24 hours within business hours. Told them to cancel. They still shipped. Their return policy holds me liable for returns cost, which far exceeds the value of the item.I have been in communication with them for over 10 days.The item arrived at my house today. I should not be responsible for the return cost of the item. And I want a full refund.

  Customer Answer

  Date: 10/19/2024

  I noticed in the email that it says Titan Fitness. The company with which I have a complaint is Ash and Ember which is associated with Titan Brands. I think there was a defalt fill mistake that must have happened when I was filling out the document.

  Business Response

  Date: 10/22/2024

  Hello, Thank you for contacting us. 

  Upon checking, this issue was handled on 10/21/24 via Ticket #*******. The customer has already been advised that the return shipping cost has been waived. Once the shipment is returned to our warehouse, we will process the refund and it will post to the customer's account within 7-10 business days.

  Thank you. 

• Initial Complaint

  Date:10/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 9/25/2024 for four (4) Everwood Hilltop Adirondack Chairs in the color Driftwood. Each chair was $157.97, and the total with AZ tax was $683.06. The chairs were delivered on 9/29/2024. On 10/9/2024 I went online to the Ash and Ember website because I was considering purchasing two (2) ottomans that are specifically designed to coordinate with the Adirondack chairs we already purchased. I noticed the chairs were significantly reduced in price...now they are $124.97 which is $33 less per chair (which is $132.00 total before tax for all 4 chairs).My husband called their customer service and spoke to **** ******. She informed him that their price guarantee policy is 7-days. She couldn't do anything but would send our request for refund to their *************.Within a few hours, I received an email response from **** ****** that stated the ************* stands by their 7-day policy, and the opportunity for the adjustment expired on October 6th (we missed by 2 days). I responded with one question: Where is this policy posted on their website? If it is obvious, and it is not, I don't believe many people would purchase from them...I know I would not have. I can't find this policy.We are not first time customers. We currently have two (2) Adirondack rockers and a table from the same line of Everwood furniture (I was using email ******************* at the time). It was not going to be our last purchase. We wanted to add ottomans and a fire pit. The company's response to this will determine if I do business with them in the future.

  Business Response

  Date: 10/10/2024

  Thank you for reaching out to us regarding your recent purchase. We appreciate your feedback and understand your concern about the price adjustment.
  We sincerely apologize for any inconvenience this may cause. However, we must adhere to our price adjustment policy, which unfortunately means we are unable to honor this particular request.

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22404131
  
  I am rejecting this response because:

  The policy you want me to accept is NOT posted on the Ash and Ember website and was not accessible to me when I ordered. Today I received a link from your customer service that took me to a ******* price adjustment policy (outrageous) at a different website, **************************************, and maybe that is the same company, I dont knowbut as a customer I cannot make an informed decision on a purchase if you make the necessary information so obscure or inaccessible. This creates a one sided contract and an unethical business practice.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:08/07/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/9/24 I ordered an outdoor dining table from Ash & Ember. On 7/10/24 I received an email that my order had shipped. Subsequently, on 7/11/24 I received an email that my order had been delivered. The table was never delivered. When I tracked the package, the tracking information showed that the package was delivered to *******, MO by RL Carriers. I subsequently contacted the ********************** and was informed that they would look into the issue. After a few weeks of not receiving any information on the status of my order, I requested a refund during a phone conversation with a customer representative on 7/29/24. As of today, 8/7/24, I have not received any refund or explanation of when this refund will be processed. I have paid Ash & Ember $713.99 for the table that was never delivered.

  Business Response

  Date: 08/08/2024

  Hello, 

  Thank you for contacting Titan. We are so sorry about the delay. The customers refund has been processed. We emailed the customer today with details of the refund. If the customer should have any questions, they can contact us and one of our friendly agents will be happy to assist. Thank you. 

  Customer Answer

  Date: 08/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. I still remain baffled as to why the business could not respond directly to me before contacting the BBB and why it took them over a month to resolve this issue. Continuing to business in such a manner will no doubt cost them customers.

  
  Sincerely,
  
  ************

  **********

  ********************

  
  

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a new wood table from Ash & Ember, the table was received broken. I reached out to their warranty department right away. I let them know I wanted a replacement table. They said they were offering me $50 so I could buy putty and fix it myself. I told them that was not enough, and they closed the case.

  Business Response

  Date: 07/08/2024

  Hello, 

  Thank you for reaching out to Titan. I personally assisted this customer with her issue. Initially, our warranty department offered her $50 for the damaged table since the damage did not appear to be major. The customer indicated that this option was not acceptable. I called her, and she agreed for us to send out a replacement table. The replacement table was delivered on 6/27/2024 at 11:48 AM by ****** Before the table was delivered, she asked me how to send back the damaged table. I explained to her that she could call the carrier, and they would pick it up for her. She thanked me for turning her experience around. Her ticket was closed because the issue had been resolved. I am sorry for any inconvenience the customer may have experienced, but the issue has been resolved, and since we sent out a replacement, we will not be offering a refund as compensation. If the customer has any questions, she can call **********************, and one of our agents will be happy to assist.

• Initial Complaint

  Date:05/27/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed this order on April 1, 2024, from Ash and Ember Outdoors. Four teak chairs and a table. The dowels that came with the chairs were too big to fit in the holes and I wrote to customer service to tell them that and asked for the correct size to be sent to me. For a month, I was in contact with the same customer service agent who, while attentive, would only say that the dowels are supposed to fit tightly. I sent pictures and even a video showing how these didn't begin to fit, and all I got was the same answer. I feel that for such expensive furniture, I should not have had to deal with simple dowels not fitting. As I told them again and again, I've used dowels many times before and I know what I'm doing. I even called customer service after the emails led nowhere, and the woman was very friendly but said she had to put me on hold for a minute. I waited for 35 minutes - purposely, because I had a feeling they wouldn't come back on. After I hung up, I got an email from the woman I had just spoken to, and it said the same thing all the other emails had said - "They're supposed to fit tightly."I've had nothing but great luck with other businesses' customer service over the many years I've been buying online. This company is sorely lacking in this department. It's not about the cost of dowels, it's about being dismissed as someone who doesn't know how to use something. It was insulting and irritating and I want other people to know they may encounter similar correspondence.I'm including a picture that shows the wood is cracking because the dowels are too big.

  Business Response

  Date: 05/28/2024

  Thank you for reaching out to us regarding the dowels in your recent purchase. We appreciate your patience as we investigated the issue with our product support team.
  

  After a thorough review, we can confirm that there is no quality control issue with the product. The dowels are intentionally designed to be a tight fit. Our product support specialists have also provided specific instructions to ensure proper assembly.
  

  Please follow the instructions provided by our team, and if you have any further questions or need additional assistance, feel free to reach out to customer service. 

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21765370
  
  I am rejecting this response because: Your dowels DO NOT FIT. Have you looked at any of the photos and videos I've sent you?

  I will never order from your company again and I'm going to leave a bad review on your site.

  
  Regretfully and exhausted with your inefficiency,
  
  *****************

  Business Response

  Date: 07/19/2024

   Thank you for bringing your concerns about the dowels to our attention. Our team has thoroughly investigated the issue, and Im pleased to share our findings with you.
  After careful examination, we have determined that the dowels are designed to fit tightly. This is not a quality control issue; rather, it aligns with our product specifications. We apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 07/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  I am still unhappy with the company's unwillingness to help me solve the problem, but there's nothing to be done now.  I won't be buying from them again.

  
  Sincerely,
  
  *****************

  , CT 06488

  
  

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a matching table and chair set on 4/9/2024. They were delivered in good condition however, after assembling and putting all the pieces in their place we realized the arm of the chairs hit the bottom of the table making it impossible to get chair close enough to table to eat comfortably let alone tuck chair under table. Both chair and table are from the ******** line. I have never had a chair that did not slide underneath a table. Moreover, I have reach out to product support regarding this issue and followed up numerous times over the past several weeks and no one has returned my calls/emails.

  Business Response

  Date: 05/13/2024

  Hello ****,

  I wanted to address the recent issue regarding the chairs not fitting fully under the table. After careful consideration, it appears that the chairs were designed in a way that *** not allow them to be pushed all the way under the table.

  While we understand your frustration, its important to note that our specific table model does not feature advertising images showing the chairs fully tucked under the table. In contrast, other tables in our collection do showcase this feature. As a result, it becomes challenging to approve compensation for a design aspect that aligns with the intended functionality.
  

  We appreciate your understanding and patience as we await feedback from our product management team. Rest assured that we are committed to finding a resolution that meets your satisfaction.
  Thank you for bringing this matter to our attention. If you have any further questions or concerns, please feel free to reach out.

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21682441
  
  I am rejecting this response because: 

  Im not sure why I would assume these chairs would not fit underneath a table of the same name . Nowhere on your website does it provide those specific dimensions or explicitly specify they DO NOT fit underneath this table of the same name.  Poorly designed product. Take some accountability as a company. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 05/16/2024

  Hello,
  
  Thank you for contacting *** and Ember, Titan Brands. As we mentioned previously, although the chairs share the same name as the table (Sandhill Grade A Teak Collection), they are not sold as a set with the table or any other table. The table is actually sold with a different set of chairs. And the chairs that are advertised with the table do not have any arms.   The chairs the customer purchased are available with or without arms as well. If the customer would like the chairs to fit under the table, they have the option to purchase the same chairs without arms.
  
  If they have any further questions, they are free to contact our customer service team, and we will do our best to find an alternative solution. At this time, the customer's order does not qualify for any monetary compensation. 

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1.29.24 order placed Cost $1015.04 Live fire **************** grill The wheel to lower and raise the grill can out of the box rusted. We put the grill together. Extremely heavy and difficult to move. We used the grill as directed, one time. The paint began melting from the grill and by the next day was rusting where the paint melted. The company refused to refund our ***** as we did not want to exchange for such a badly made grill. They also refused to have the courier come to disassemble and pack up the grill for exchange.

  Business Response

  Date: 03/07/2024

  We sincerely apologize for any inconvenience caused by the condition in which your recent order arrived. Your satisfaction is our top priority, and we are committed to resolving this matter promptly.
   We are pleased to inform you that we will be happy to issue a replacement order and provide the assistance needed to return the other item. If you wish to proceed with a replacement order, then please reach out to our customer service department and we will be happy to further assist you.