Tower Reviews

Name: Tower
Rating: 4.16

4.2 Rating 5,563 Reviews

80 %

of reviewers recommend Tower

4.2

Based on 5,563 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 75%
Accurate And Undamaged Orders	Greater than 80%
Customer Service
Communication Channels	Email, Telephone, Live Chat
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

“Using for first time, lid will not stay shut so had to put a plate on it. Every time lid opens chips stop cooking and so far taken 25 minutes to cook chips! Rest of meal is now ruined so it will be returned to store tomorrow and get money refunded.”

Helpful Report

Posted 3 years ago

“I am forced to unfortunately give a poor review (which I'd be willing to change if a Tower employee were to get in touch with me). I purchased an Air Fryer in March. It recently broke down, so I contacted Tower a week ago asking for an exchange. I am yet to reeive any response whatsoever, nor am I ble to speak to anyone over the phone. I'd be immensely grateful if a Tower employee were to contact me urgently, as this is the only appliance I have in my house to cook meals for my family.”

Helpful Report

Posted 3 years ago

“Absolutely shocking customer service from these guys. Bought an item (AC Unit) via Ideal world. Waited a month to get it. Finally received with a broken part. Back and fore for the last week trying to get it sorted. They told me via Ideal world to cut the power cable to get a refund as item cannot be replaced nor a spare part offered. They are really taking the mick! I now have an item that is totally unusable and still no sign of refund. I have spent hours via emails, webchats, telephone calls (Premium Rate) to both Tower and Ideal world and still no result. Needless to say I am annoyed, frustrated, angry and at my wits end. I will persist however as this item cost £250! Will not by Tower again.”

Helpful Report

Posted 3 years ago

“Received a fan (it was just left on the doorstep) during a heatwave but unfortunately it was smashed on arrival so I emailed tower as email is the only form of contract, I received a reply after 15 days requesting that I return the fan and I am still waiting for a refund weeks later. If I could rate the company 0 I would”

Helpful Report

Posted 3 years ago

Hello Neil, Thank you for your review. We're sorry that it took so long for us to answer your email, we are extremely busy at the moment. We can see that your issue has now been rectified with us sending you a refund. Take care. Carina @Towerhousewares

Posted 3 years ago

“Most Pathetic service I have ever had in my life. I have bought a product & with in 2 months it's stopped working. I have exchanged about 60 emails with Support & Jamie is the person, who is so far worst customer rep I have ever faced in my life. **HIGHLY NON-RECOMMENDED, DO NOT BUY TOWER PRODUCTS, THESE ARE OF WORST QUALITY AND EVEN IF THE PRODUCT IS IN THE WARRANTY, SUPPORT TEAM WILL SUCK YOUR LIFE TO GET THE PRODUCT EXCHANGED** WASTE OF YOUR MONEY, GO FOR OTHERS**”

Helpful Report

Posted 3 years ago

HI Chandan, I have received your email and trying to find out what has happened and get this resolved. Thanks. DJ

Posted 3 years ago

“Placed an order last week, delivered Monday with items missing, can’t speak to anyone only email contact with no reply as yet. Don’t you realise we wouldn’t place orders should items not required? You can’t use COVID excuse forever”

Helpful Report

Posted 3 years ago

Hello Linda, Thank you for your review. We're sorry to hear that you have not yet received your Air Flow Racks. Unfortunately we did have an issue delivering to Ireland but now that has been resolved. We can see that you have now been emailed and your Air Flow Racks are now on their way to you. Take care. Carina @Towerhousewares Carina @Towerhousewares

Posted 3 years ago

“I bought your black and rose gold items i.e. kettle, microwave, cutlery, pans, kitchen knives, tea/coffee/sugar canisters etc. In fact, a whole range nearly. After a few months, the items started to tarnish and the black paint chipped off the cutlery. 18 months, on the whole lot just looks unsightly. I complained to Tower and sent phots to be told this is what happens by a guy called Oliver and nothing can be done. I am disgusted at the quality of these items and I intend letting people know about it! Tower did not inform me before I bought this range that this would happen.”

Helpful Report

Posted 3 years ago

Hello Angela, Thank your for your review, We're sorry to hear that you are unhappy with our products. Unfortunately sometimes the rose gold on items may chip but this is classed as general wear and tear and after having the items for over 18 months we wouldn't be able to exchange. We do advise to wipe with a damp microfibre cloth and not to use any harsh abrasive cleaning solutions on the items as this will prolong their life. Take care Carina @Towerhousewares

Posted 3 years ago

“Months ago I had my Air fryer break for no reason only had it since Christmas. I had to prove it wasn’t working with about 50 emails back and forth videos etc it was like they didn’t believe me . Finally said they would send out a replacement, after waiting a month no replacement came , had to contact them again , they said sorry they didn’t have the stock and would resend another one if receive it in up to 5 days , this was about 5 weeks ago still no sign. Faulty goods and bad customer service. Wouldn’t recommend to anyone!!”

Helpful Report

Posted 3 years ago

“Ordered 5 items. One item arrived and was the wrong item and another 2 were damaged. Tower hide behind covid to switch off their phone lines and you cannot speak to anyone, relying on email that they chose not to answer. They're quick enough to take your money but their customer service is atrocious. Avoid at all costs”

Helpful Report

Posted 3 years ago

Hi Steve, That doesn't look good. I can see your orders on the system - Scandi range is certainly a lot stronger than this. I will get Carina to get in touch with you. If you do not get any feedback, my email is a david.thompson-jones@rkwltd.com. We will get this sorted. DJ

Posted 3 years ago

“I purchased a sensor waste bin and lid has broken and still under warranty but to get in touch with anyone from company is mission impossible I’ve sent 3 emails and have rang on numerous of times to be cut off even tried to contact people on trust pilot I have score one but I really don’t think customer service is worth this totally unexceptionable”

Helpful Report

Posted 3 years ago

Hello Judy, Thank you for your review. We're sorry to hear that you have been unhappy with our service, I can now see that one of my colleagues have been in touch with you and sorted your issue for you. Take care. Carina @Towerhousewares

Posted 3 years ago

“You have taken the money out of my bank account and i have not received the paddle please give me my paddle or give me a refund so i can bye it from some ware else David Newbery ps no one has made the delivery and it still hasn't turned up”

Helpful Report

Posted 3 years ago

Hi David, I have just looked at the Hermes tracking and it is showing as they tried to deliver it, but it failed. If you email me directly on david.thompson-jones@rkwltd.com and we can get it redelivered to you. Thanks. DJ

Posted 3 years ago

“Next day delivery... Still waiting 2 day's later for Deep fat fryer! Customer service, 2 day's late getting back to me... Blaming it on their Courier service, don't know when it will arrive told. ***Still advertising Next day delivery on Web page / site! Miss selling, false representation and against trading standards. Do Not purchase any thing from Tower.”

Helpful Report

Posted 3 years ago

Hi, can you please email me directly on david.thompson-jones@rkwltd.com and I can find out what has happened with your order. Thanks. DJ

Posted 3 years ago

“I received my item damaged i was told unless I could send a picture there was nothing they could do even when I said I can not do that . I'm sorry dut it should have been picked up and exchanged all so was not delivered on time I was told next day but was not”

Helpful Report

Posted 3 years ago

Hello Jason, Thank you for your review. We're sorry to hear that you are unhappy with our service, unfortunately our process involves taking images so that we can physically see how the item has arrived to you so that we can feed this information back to the couriers. We can also appreciate the fact that sometimes our customers do struggle to do this but we can see on your email thread that you had initially asked your daughter to do this for you. Take care. Carina @Towerhousewares

Posted 3 years ago

“We never received the Tower fan!!!”

Helpful Report

Posted 3 years ago

Hello John, Thank you for your review. We have looked into this a bit further for you and can see that you have not yet emailed in to us so we have emailed you. If you can get back to us as soon as possible with the information that we need we will be able to rectify this issue for you. Take care. Carina @Towerhousewares

Posted 3 years ago

“AVOID AT ALL COSTS - THERE'S A REASON FOR THE GROWING NUMBER OF ONE STAR REVIEWS. Received the Glitz storage canisters for Christmas. The coffee lasts 2 days in the canister before it goes off (dark and bitter). This is the response (eventually) from Customer Services. "The contents that you place inside will therefore have a limited shelf life. Unfortunately this would be the same with any replacements you receive. Unfortunately this isn't a fault and we're sorry that the canisters don't perform to your expectations." So they're selling storage canisters that provide a limited shelf life of TWO DAYS and think this makes their product fit for purpose. What a joke.”

Helpful Report

Posted 3 years ago

Hello Melanie, Thank you for your review! We're really sorry to hear that you are unhappy with our customer service. I would like to rectify this issue for you and so will reply to your email now. Take care. Carina @Towerhousewares.

Posted 3 years ago

“Only had it 2 months and it just Bleeps and flashes even when it's been unplugged!!! I gather from other sites that this is not unusual and that it is probably broken. Dinner in the bin. Thank you.”

Helpful Report

Posted 3 years ago

Hello Joanne, Thank you for your review. We're sorry to hear that you are having an issue with your item. If you can get in touch with us at customerservice@towerhousewares.co.uk and mark your email for the attention of Carina I will get back to you as soon as possible. Take care. Carina @Towerhousewares

Posted 3 years ago

“The Tower products we have are great however, the Tower website is simply not fit for purpose. Over two years ago I could not register a product. This was subsequently resolved by Customer Services confirming the extended warranty. Recently I needed to make a claim but could not login to my account. Once again resolved by Customer Services but I had to open a new account which does not show the products I have registered. The process of making the claim involved sending much information that had already been provided when extending the warranty. Why could Customer Services not access this information rather than me having to send it all again? I believe there has been no attempt to solve the "technical difficulties" you, and more importantly the customer, have been experiencing for at least over two years.”

Helpful Report

Posted 3 years ago

Hello Ken, Thank you for your review. We're sorry to hear that you have had not had a very good experience with your account. We will certainly raise this with the relevant departments as you have made some good points regarding the process. We thank you for that. We can see that your query has now been dealt with by one of our colleagues. Take care. Carina @Towerhousewares

Posted 3 years ago

“If I could leave Zero stars - I would!! Worst company I have ever used. First my parcel didnt arrive Next Day as I paid for, it was then a battle for me to request my next day delivery charge to be refunded. I took the day off work to accept delivery on paid day. When they eventually sent out for delivery, I wasn't available therefore had to leave a note to refuse delivery - Parcel was returned straight back to Tower. This was on 22nd July. We are now 2nd August and Tower are claiming they are yet to receive this back and will issue a full refund ten days after they recieve the undelivered parcel back. I have received confirmation from the courier (as getting no sense out of the non-existent customer service team at Tower) - Appreicate the staff are working from home, but what are they actually doing working from home if phone lines closed and they dont answer querys when opening a ticket. I have chased this on a few occasions over the last two weeks and still none the wiser. I have now had to open a dispute with my bank to request my refund back. AVOID THIS COMPANY AT ALL COSTS. DO NOT WASTE YOUR TIME OR MONEY - SHOP ELSEWHERE!!! They also remove some reviews as my initial one was removed. Wish I read the reviews beforehand as it seems ALOT of other customers feel the same and have receieved the same terrible service.”

Helpful Report

Posted 3 years ago

Hello Rebecca, Thank you for your review. We're sorry to hear that you are unhappy with our service. We can completely understand your frustration with the couriers too. From our records your parcel was out for delivery on the 22nd July but you stated that you wanted to refuse delivery. Parcels are not returned to us straight away this can take a few days to even register on the system that they are coming back to us as is down to Hermes. I can also see that you have emailed in multiple times and we have merged these emails together so there is only one thread of emails and we are not duplicating work, this will be why they have been closed without a response. I will personally reply to your email now to resolve this issue for you. Take care. Carina @Towerhousewares.

Posted 3 years ago

“Tower Air Fryer developed a fault requiring a replacement part. Received an automated reply but no response for over two weeks (despite 2 reminders for me) so I was left totally unaware of whether they would help me and eventually in desperation had to buy a new one. Response now (an obvious "cut and paste" reply) is that they will pass on my fault details to their quality assurance team to consider in the next iteration of redesign! Am I seriously supposed to be comforted by that?!!!!”

Helpful Report

Posted 3 years ago

Hello Mike, Thank you for your review. We are sorry to hear that you are unhappy with our service and we are extremely sorry that you had to wait for a reply from us. What happens when we get multiple emails sent in to us is that your reply time gets pushed back as we have a 24 hour reply service. We really understand your frustration regarding this though. I can see from your emails that my colleague has been in touch and offered to send a timer dial out to you free of charge to resolve your issue. Take care. Carina @Towerhousewares.

Posted 3 years ago

“Ordered from you on the 20th july for next day delivery, we are now 29th july still no item. E mailed numerous times told i cant cancel because its already with the courier. Teacking has no update. Sent me a returns label to return it for a refund. Still no item to return and no refund. How long do you want to hold my money for? Customer service is shocking. Dong use this company.”

Helpful Report

Posted 3 years ago

Hello Samantha, Thank you for your review. We're so sorry to hear that you are unhappy with our service, unfortunately we couldn't cancel your order as it had left our warehouse and was with the courier. We can now see that our colleague has been in touch with you and refunded your order due to Hermes misplacing your parcel. We can also only refund once we get confirmation from Hermes via email to state that parcels are missing. We hope this information helps. Take care. Carina @Towerhousewares

Posted 3 years ago

Tower is rated 4.2 based on 5,563 reviews