Tower Reviews

Name: Tower
Rating: 4.16

4.2 Rating 5,562 Reviews

80 %

of reviewers recommend Tower

4.2

Based on 5,562 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 77%
Accurate And Undamaged Orders	Greater than 81%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Over A Week
Customer Service	3.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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H Cottrell

T Tunal

237

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Still waiting for the shelves to arrive that were not in box been waiting a week and no contact”

Helpful Report

Posted 3 years ago

Hi Debra, Thanks for your review of your BBQ. I was sorry to read of the missing parts as well as the delays you have encountered. Having investigated your enquiry I have arranged for one of my Customer Service Specialists to contact you with a resolution. It only leaves me to personally apologise for the inconvenience you have experienced. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“Delivery timescales incorrect, leading customers to believe they are receiving free next day delivery when this is not the case! Customer service (both telephone and email) is also appalling with incorrect information and zero assistance being provided by both. Avoid at all costs.”

Helpful Report

Posted 3 years ago

Hi Many thanks for your review regarding your recent experience. I was sorry to read your comments on our website as well as Trustpilot. Having had the opportunity to personally investigate your enquiry I can confirm two key events occurred Your order was placed over a weekend meaning next day delivery occurs on a Tuesday. However, the delay was compounded by a failure on the part of our specialist courier partners who are approved to deliver bladed items not collecting your parcel on time. Rest assured we hold close relationships with our courier partners and your issue will be addressed at our next service review. I was delighted however to learn that after one of my Customer Services Team contacted you that you are more than happy to accept your delivery. Once again please accept my sincere apologies for the inconvenience caused. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“I bought an air fryer from Tower. When I received the product, I realized it was too small. So I return it but after I sent it back two weeks, I still not got my refund back. Each time when I email them, they always saying they’re investigating it. They are investigating this with no results coming forward. Customer service is terrible. Each day they come up with the same excuse . Refund is very hard for them, and very hassle. Doesn’t matter if you phone them, or email them every day. They always investigate . I don’t know I can get money back or not. This became very headache.”

Helpful Report

Posted 3 years ago

Hi Many thanks for your important review about the return and refund of your Tower Airfryer. I was sorry to learn of the delays which you encountered. Having had the opportunity to investigate your enquiry I can confirm your refund has been processed and should be received in full shortly. Rest assured a full investigation will take place as a result of your valuable comments. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“Bought a Tower 6 litre Sure Touch pressure cooker last year,the lid blew off about 6 weeks ago,I contacted Tower for a refund ,they told me toncontact the seller,I've emailed them about4 times and had not one reply from them to date,I wish they'd get back to me,so that I can get a refund under the 10 year guarantee,I findvthem a little ignorant,I was good enough to buy their product but their not good enough to honour the ten year guaranntee.”

Helpful Report

Posted 3 years ago

Hi David I was very disappointed to read your review, especially about the lack of responses from Tower Customer Services. Throughout the course of your issue, we have maintained regular and quick dialogue with you and to resolve your enquiry we requested you contact the original retailer to resolve your purchase. It only leaves me to apologise if you feel Tower Customer Services failed to meet your requirements. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“bought a twin basket air fryer arrived damaged sent the product back. By the time it arrived back the product had sold out so was refunded but told I will have to wait up to 10 days for my money back when I emailed customer services was told its out of their hands. Have never heard of waiting for money back for damaged goods before needless to say I won't be using tower again”

Helpful Report

Posted 3 years ago

Hi Roseena, I was disappointed to read your review about your recent experience with Tower. Sadly we could not provide a replacement Air Fryer as we had sold out of this model due to its popularity. Within our return instructions and our final message to you we did mention to allow between 5 to 10 working days for the refund to be received in full. Refund timescales are dictated by the payment provider and are unfortunately beyond our control. It only leaves me to apologise for this issue. Keith - Group Customer Services Manager

Posted 3 years ago

“First time buying a tower xpress tower oven via amazon, after 2 days trying to get it going,no customer service even on a sat morning still not working poor show for some thing costing £100,will not buy again from tower”

Helpful Report

Posted 3 years ago

Hi Terry, Thanks for your review regarding your recent purchase. I was sorry to read your comments. Our Customer Services Team are available from Monday to Friday. We welcomed your telephone call on Monday when we re-opened and look forward to resolving your enquiry in full when you are next available. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“Bought 10 in one air fryer direct ,they use Hermes as delivery company and it was just left in the foyer of 11 flats and not out side my door luckily I arrived home an hour later.when unboxed It was clearly broken with the door handle pushed in.Ok I get these things happen so rang them up straight away 3.30pm, phone lines closed only open 10-2 Mon to Fri even though website states 8.30am till 18.00 Mon to Friday so sent a message and a pic to customer service. Waited for a reply but nothing, so phoned them up on the Monday, got told the did not receive the email and they do have people in office till 5 to receive emails,so why have it advertised phone 8.30 till 1800 very misleading,the email did get sent my end so sent it again and lower behold they got it straight away. Then I got told item was out of stock be over 3 weeks.fine can I have a refund please ,so I followed return policy and took to a local shop for it to be collected. It arrived back at tower 3 days later so phoned two days later asking why the money hadn’t gone back in .they said it’s a logistical issue there end. I now have to wait till next week and it will get reviewed. In the mean time I managed to get the air fryer from Argos.so very disappointed with there out of date process all from just wanting to get a product from manufacture, also mentioned any chance of any kind of good will like the chip basket attachment for vehement hassle, a straight No we are not allowed to do anything like that. So be warned not the best company to do business with. And on a whole just very disappointed.”

Helpful Report

Posted 3 years ago

Hi Pete, Thanks for taking the time to leave your review about your recent experience with Tower. I was disappointed to read your comments and would like to address some of the points you raised I can only apologise for your delivery experience and the condition in which your parcel was received - rest assured we hold close links with our courier partners and we will address your issue with them at our next service review. I hope you can appreciate the last 24 months within the COVID pandemic have placed exceptional challenges on organisations Customer Services Teams. We have balanced the safety of our representatives working from home with the ability to respond to our customers communications - to this we took the unprecedented step to reduce our telephone support - I am pleased to confirm this is now returning to our normal opening hours. Finally your last contact with ourselves today (25th March) related to the refund for your returned product - having had the opportunity to investigate your enquiry your parcel was returned to us on 23rd March - within our return instructions we clearly state please allow 5 to 10 working days for the refund to be received in full. It only leaves me to apologise once again for your disappointment. Regards Keith - Group Customer Service Manager

Posted 3 years ago

“Terrible products, I purchased pan set and cutlery in rose gold, both have discolored and pans have chipped and despite registering and having 3 year warranty Tower will not replace them so warranty is useless plus the pans stick and again they are not interested. Useless company do not buy if you want the items to last and extremely poor customer service”

Helpful Report

Posted 3 years ago

Hi Nicole, Thanks for taking the time to leave your valuable review. I was both disappointed and suprised to read your comments. Within your comments you mention about your pan set - having had the opportunity to review your communications with us there has been no mention of an issue with your pan set. We have provided an explanation about the warranty cover relating to your cutlery set and Im sorry to read that this response is not what you expected. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“Very disappointed 😞”

Helpful Report

Posted 3 years ago

Hi Debbie Thanks for your review. We were disappointed to read your comments especially as we no record of any previous contact from you. To understand your comments further one of my Customer Services Leadership team will be contacting you shortly Regards Keith - Group Customer Services Manager

Posted 3 years ago

“I ordered a Air fryer because I already had one but it was small so I gave my old one to my mum and I brought a bigger one. I was waiting a very long time for it... I called many times being told lots of different reasons way I hadn't received it. Not very happy. I got my Air fryer today but had to wait longer than I thought!!”

Helpful Report

Posted 3 years ago

Hi Frances, Thanks for your valuable comments about your recent order experience. Here at Tower we love hearing from our customers about how we can improve our processes and service. Thankjs Keith - Group Customer Services Manager

Posted 3 years ago

“I sent them back waiting for refund that has not çome”

Helpful Report

Posted 3 years ago

Hi Michael, Thanks for your review - we were disappointed to read your comments about the return of the product you ordered in error. Your parcel was returned to ourselves on 14th March and your refund was issued on 17th March. Within our return instructions it confirmed to allow up to 10 days for your parcel to be received, inspected and your refund to be processed. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“I ordered an airfryer on 01/03/2022 was told my airfryer would be with me by Monday 14/03/22 still no airfryer Called customer services now said it would be with me on Thursday 17/03/22 I don’t know what to believe anymore. 🤷🏽‍♀️”

Helpful Report

Posted 3 years ago

Hi Sofia, Thanks for your review regarding your recent order experience from Tower. I was sorry to learn of the delays encountered due to the replenishment of stock for this very popular Airfryer. I was pleased to learn your Airfryer has now been delivered to you and once again offer my apologies for the delays. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“ordered a air fryer oven on thursday last week at a cost of over £120 for next day delivery did not arrive so emailed still noreply then phoned and was told out of stock but coming in on the 14th so will be dispatched then for tuesday delivery ?still no email to say its been sent which i belive was a lia to get me off the phone still saying in stock on there web site that is wrong they take you money then could not care less .tried to phone today but they are onle open for a couple of hours a day??that is when most people are at work so you waste your time trying to get through and dont answer emails disgusting company have now informed my credit card company keep clear of this company”

Helpful Report

Posted 3 years ago

Hi John, Thanks for your review regarding your recent order. I was sorry to read your comments. Having had the opportunity to investigate your enquiry I can see one of my team emailed you on the same day your order was placed to manage your expectations about the scheduled delivery date. I do notice that you have used 2 different email addresses - one for your order and one for your communication to us. Please accept my apologies for any inconvenience caused. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“Ordered a 14.5l oven on Thursday last week for next day Phoned on Friday as the phone lines only open for a couple of hours a day Emailed with no reply Told Friday would be dispatched on Monday still no item sent Disgusting company take your money then could not care will never use this company again keep clear or you will be lied to with any excuse they think of”

Helpful Report

Posted 3 years ago

“After ordering a number of items for next day delivery on 26th feb, I am still awaiting items and for the ones I have received I’ve had to chase them every step of the way. None of the delays were communicated to me without me chasing. Appalling customer service.”

Helpful Report

Posted 3 years ago

Hi Caroline, Thanks for taking the time to leave your valuable review about your recent delivery experience. I was sorry to learn of these difficulties. Rest assured I will be addressing your issue with our courier partners at our next service review meeting. Once again please accept my sincere apologies for the inconvenience caused. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“Disgusting service I have waited over 2 weeks for my delivery and still havent received my order I have sent countless emails explaining the situation and they are promising my parcel will be delivered by a certain date but never arrives I will not be ordering again of this site absolute shambles!!”

Helpful Report

Posted 3 years ago

Hi Amy, We were very surprised to read your review about the delivery of your parcel. Having checked our messaging platform it shows none of the countless emails you mention in your review. Please get in touch with our Customer Services Team at customerservice@towerhousewares.co.uk where we would be delighted to assist with your enquiry. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“I have ordered Tower pressure cooker 22cm 2 Sealing Rings on 1st of March. I have received my parcel 4th of March. I opened the box and my both Rings are in wrong size. You send me 20cm Rings. I'm really disappointed. Because I needed Rings urgently. I have emailed to customer services but you didn't reply. How should I return this and send me my ordered item. You send me wrong item”

Helpful Report

Posted 3 years ago

Hi Hamid, Thanks for your review. I must offer my sincere apologies for the receipt of the incorrect product - having had the opportunity to investigate your enquiry I can confirm this was attributed to an error within our Warehouse. I believe you have contacted us by telephone and the issue has been resolved. Once again please accept my apologies for the inconvenience caused. Keith - Group Customer Services Manager

Posted 3 years ago

“Bought an Air Dyer 25th March, arrived couple of days later, small concern about the draw, one side doesn’t fit quite right, so just asked twice if it was ok, no answer what so ever, customer service very disappointed,”

Helpful Report

Posted 3 years ago

Hi Ian, Thanks for taking the time to leave your review about your Air Fryer. I was disappointed to read your review. Having had the opportunity to investigate your enquiry we have responded to your message - indeed we are currently awaiting your reply to resolve your issue fully. We look forward to hearing from you. Keith - Group Customer Services Manager

Posted 3 years ago

“I've tried to get replacement bulb for my 12ltr tower air fryer oven 230 volts x 25 watt I've sent emails guess what no answer and I've also tried different outlets to no avail .this will be the last tower pruduct I purchase .customer service rubbish stay clear of these”

Helpful Report

Posted 3 years ago

Hi Victor, We were disappointed to read your comments. Our Customer Services team have safely received your messages - our immediate reply to your messages was that we will be in touch in due course. Due to the popularity of our products there are times when we may take slightly longer to respond to our customers messages. One of our dedicated Customer Services team will be in contact with you within the next 24 hours to resolve your enquiry fully. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“when it came it did not work and I want a refund”

Helpful Report

Posted 3 years ago

Hi We were very disappointed to read your review - especially as we have had no communication from you previously. Our Customer Services team are on hand to respond to any enquiry our customers may make - to this we have written to you today to understand your enquiry further. Kind regards Keith - Group Customer Services Manager

Posted 3 years ago

Tower is rated 4.2 based on 5,562 reviews