Complaints

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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 response

  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

  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

  10/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  05/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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. 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 11th 2023 ******** Ability to purchase a 5 year warranty

  Business response

  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

  04/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

*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. ↩