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Business Profile

Outdoor Living

Ash & Ember
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/01/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    October 11th 2023 ******** Ability to purchase a 5 year warranty

    Business Response

    Date: 11/10/2023

    We learned after speaking with Mr. *** that there was an issue with the Mulberry emails being sent post purchase. We were able to resolve that issue and we provided a link to the customer to be able to purchase the extended warranty. We also issued a replacement for the customer that has shipped today. The tracking link can be found here: *************************************************** . It will update within 1-2 business days. 

  • Initial Complaint

    Date:04/06/2023

    Type:Delivery Issues
    Status:
    Answered
    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 grill from Titan on 02/25/2023 and it was delivered on 3/10/2023. Upon delivery I noticed that one of the parts didn't align, therefore I couldn't put the grill together. I contacted Titan 3 times since then without any resolution to this problem. I've been told that they don't know when it will be resolved.

    Business Response

    Date: 04/26/2023

    Hello, 
    Titan will be sending the customer the part needed. The part needed (Upright Frame) has been ordered. The order number has been sent to the customer via email and once the order ships the customer will receive another email with the tracking number. If the customer should have any questions we recommend giving us a call and one of our friendly agents will be happy to assist. 

  • Initial Complaint

    Date:11/28/2022

    Type:Product Issues
    Status:
    Answered
    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 $2,800.00 "hanging patio bed" from Titan Great Outdoors as a birthday gift for my wife. The package was shipped to me via a freight company, due to the massive size of the bed. It came in two very large boxes. For comparison sake, each box was about the size of a queen sized mattress, one of which easily weighed 250 lbs. . When the package arrived, I spent about 4 hours assembling the pieces to have it hung before my wife got home from work. I hired help, to carry it out to the pool patio where it would hang. Hired a contractor to hang it, only to discover that it is missing FOUR VITAL PEICES. The large S hooks for hanging it. I have emailed Titan, over a dozen times, each time with the same generic response telling me to have it made locally. I live in a town of 400 people. We have a Dollar General, not a *********** I'm sure, "Titan" didn't actually manufacture this product. It was likely manufactured by someone else and Titan just slapped their namesake on it and upped the sale price. But, the least Titan could do is, is just tell me flat out I'm NOT going to get any replacement parts from them. Or, they could send me a refund to have the parts made. I would return this item if it wasn't already shown to my wife. The missing wrought iron S-hooks will likely cost ******* dollars to have made locally. Instead, my wife's, surprise birthday, hanging bed rests on four upside down 5 gallon buckets because it cannot be hung without the missing parts!! THANKS TITAN.

    Business Response

    Date: 12/12/2022

    Hello, 

    We are very sorry that this item arrived without the proper * hooks to secure the item. We have been working with the customer in our support system and we believe to have come up with a temporary fix until we can get the * hooks in stock to send to the customer. We are suggesting to the customer to purchase heavy duty carabiners to use in the meantime. We believe this solution will help the customer to have a resolution both short term and long term

Ash & Ember is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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