Tower Reviews

Name: Tower
Rating: 4.15

4.2 Rating 4,976 Reviews

79 %

of reviewers recommend Tower

4.2

Based on 4,976 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 83%
Accurate And Undamaged Orders	Greater than 81%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Over A Week
Customer Service	3.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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159

Anonymous

Anonymous // 01/01/2019

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

“Still awaiting a response for my order placed on the 7th April still pending even though I have made a payment. Emailed twice now with no response.”

Helpful Report

Posted 1 year ago

HI Thanks for taking the time to leave your valuable comments. We were disappointed to read your comments about a lack of response from Tower - when you messaged our Customer Services Team you will have received a response confirming when you can expect a response from us. In addition we politely requested not to send any duplicate messages as this only hinders our ability to effectively resolve your enquiry. I can confirm a response and update will be provided to you very soon. It only leaves me to apologise for any inconvenience you have perceived. Regards Keith - Group Customer Services Manager

Posted 1 year ago

“How long do you have for the Easter holiday? Sent email to customer service and they said they are on Easter holiday, this was today. Have not received my complete erodes. Not impressed.”

Helpful Report

Posted 1 year ago

Hi We were disappointed to read your comments. The message you received was an acknowledgement of the receipt of your communication - it also confirmed the timescales as to when you could expect a response from us. Having investigated your enquiry your communication was sent at 15.38 yesterday and we have provided an update to your enquiry well within this timescale. In addition due to the size of your order it was delivered in 2 phases with delivery tracking showing all parcels have now been successfully delivered. It only leaves me to offer my personal and sincere apologies for any inconvenience you feel may have been caused. Regards Keith - Group Customer Services Manager

Posted 1 year ago

“Brought an air fryer a month ago and it’s started smoking when I was cooking my kids dinner! Can someone get back to me please! Paid a lot of money and I’m extremely disappointed!!!”

Helpful Report

Posted 1 year ago

“Bought the air fryer months ago. Happy with that but bought the frying basket separately many weeks ago, tried it for first time today. It doesn't rotate. It should be included with the Air fryer. Complete waste of my money.”

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Posted 1 year ago

“Got my first air fryer and it over heated. The fan was stuck solid. Got a replacement two weeks ago. Last night put 2 burgers in went to turn them over after ten mins and looked at the bottom of drawer compartment and it was on fire. Took that one back. So not sure to leave unattended for a minute with final replacement”

Helpful Report

Posted 1 year ago

“I purchased the Tower Air Fryer T17038 2 years ago. In less than 10 months the knob controlling the timer broke. Amazon kindly replaced the entire oven. Just over 12 months later the knob on the new machine broke again. This time I reported it to the Tower customer service. I am not happy with how they have responded. I quote "It's with regret that this item is currently out of stock and furthermore, We do not have a date to when we will be receiving stock of the desired item.I apologise for any inconvenience or disappointment this may cause. I hope this helps and may there be anything else you need assistance with, please do not hesitate in contacting us." So issue not resolved and a perfectly good oven now un-useable because the company cannot supply a simple plastic knob??”

Helpful Report

Posted 1 year ago

Hello Ivan, Thanks for taking the time to leave your valuable comments about your recent contact with Tower. I was sorry to read your comments that your enquiry had not been resolved to your satisfaction. Here at Tower we readily welcome our customers valuable comments and feedback with every constructive piece of feedback being fully investigated to establish how we can handle our customers enquiries better in the future. Having had the chance to review your communications I have arranged for one of my Customer Services Leadership Team to contact you to fully resolve your enquiry. It only leaves me to sincerely apologise for any inconvenience caused in the shortfall of our normal high standards of service you have encountered. Keith - Group Customer Services Manager

Posted 1 year ago

“Have a fault with brand new product just purchased did not work first time using it Cannot get through to customer service having tried for 3 days by telephoning !”

Helpful Report

Posted 1 year ago

Hi Elizabeth, We were disappointed to read your review. Our Customer Services Team do not work across a weekend period - when we are open we do offer a telephone service. As we have not received any further communications from you I have arranged for one of our Customer Services Team to contact you to understand the specific nature of your enquiry. It only leaves me to apologise for the issue which has occurred with your product. Regards Keith - Group Customer Services Manager

Posted 1 year ago

“Order never came lost my order then offered me a replacement or refund still awaiting a reply these guys only have email customer service and only reply with 1 message every 3 to 4 days do not purchase anything with this company directly”

Helpful Report

Posted 1 year ago

Hi We were disappointed to read your comments about your recent contact with our Customer Services Team. As part of our Continuous Improvement Strategy we always investigate our customers comments and wherever required provide a balanced response. I was sorry to learn your parcel was lost within our courier partners network. I can confirm we do operate a telephone service for our customers to contact us via this channel. When you contacted us via email we did provide an acknowledgement to your enquiry and provided an indication of the timescales associated to when we would respond. In addition we politely requested to avoid sending duplicate messages as this only hinders our ability to effectively resolve your enquiry. Our first response was made to you within 48 hours of your initial enquiry. Following this response we received a further 5 emails from you within 3 days. I was pleased to learn one of my Customer Services Team have been in contact with you and fully resolved your enquiry. It only leaves me apologise for any perceived shortfall in the service we have provided to resolve your enquiry. Regards Keith - Group Customer Services Manager

Posted 1 year ago

“I'm so very disappointed with my Tower air fryerits not even a year old and all the non stick coating has started to peel off . Then yesterday I plugged it in to cook and it blew my whole fuse box . It cost me the whole day with no electricity. An engineer finally fixed the fuse box at 5pm . He tested my air fryer and said it was definitely the cause . It now doesn't work at all . I'm very sad about this”

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Posted 1 year ago

“Bought it yesterday used it 3times won’t work can some1 email me bk please”

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Posted 1 year ago

“I will never buy from this company again, absolutely shocking. I can't be doing with lies about my order. Il await my refund ASAP”

Helpful Report

Posted 1 year ago

Hello Tracey, We're very sorry to hear about your experience and that you feel like you have been lied to. We can assure you that we are always upfront and honest with all of our customers. Having had the opportunity to investigate this, we can see that your order left our warehouse the next day after your order was placed. Unfortunately, there seems to be a delay within the courier's network for which we are very sorry for. We can see that you are currently in communication with our Customer Support Team who are working with you to resolve this. Once again, please accept our sincerest apologies.

Posted 1 year ago

“I bought an Airfryer on the 20/07/22. I emailed Tower on 01/03/23 asking how I could receive a refund/replacement as it stopped working. Was told that I may have to wait upto 7 days for a reply by automated email. In the meantime I had to purchase a new Salter (wouldn't buy a Tower now). Received email 6 days later on 06/03/23 later (please check your records) asking for the below; --- A full description of the problem you are experiencing, including images. --- How you maintain the item(s) and frequency --- The batch number of the product: (Both numbers can be located on the rating label on the bottom/back of the product). I did all of the above including sending a picture of the Airfryer plugged in, with both the temperature dial and the timer on clearly not working. You assume after doing what was requested that you've fulfilled the refund requirements, so my husband took the airfryer to the tip. I then receive 36 hrs later from the same advisor these demands;- --- Can you please write on the front of the item itself, in marker pen, your name, your request number 693660 and today’s date? --- Can you please take a picture of this. --- On the back or underside of the appliance, please write the same information, close to the “ST4 2NL” code or, PO no. but not obscuring it. --- Please now cut the cord ensuring that this is unplugged from the mains before doing so and, as close to the body of the item as possible (about 1cm). --- Can you now take a picture, this time of the back or underside of the item, which clearly shows the “ST4 2NL” and batch no., the severed cord and the written information. --- Please also confirm the PO no on the underside of your appliance. For a 50 year old disabled woman I'm becoming increasingly stressed about not receiving the refund, as I had to buy a replacement - not hearing from them for 6 days - and wonder what other hoops I'll have to jump through to receive the £79.99 for a product that was sold that was not fit for it's purpose, as it doesn't even switch on. I do fully appreciate that it takes time to answer queries due to the huge increase in your Sales. I have email evidence showing all the above. I have written the above on another website, where in reply I was promised a response within 24 hrs...... guess what? Not heard anything back. It's a shame that Tower don't stick to their word. They also knew that the airfryer had gone to the tip before they replied to my review.”

Helpful Report

Posted 1 year ago

Hello Ali, It's disappointing to read your comments. We can confirm that a colleague did attempt to contact you via phone on Friday. Unfortunately, they were unable to reach you. However, we can see that a refund was processed on Friday. We are pleased to see that you have since spoken to a member of our Team and this is now fully resolved. Best Wishes, Tower

Posted 1 year ago

“Preset programmes work but cannot set temperature or time manually. Customer services phone line useless and haven’t had a response to my email”

Helpful Report

Posted 1 year ago

Hello Dennis, It's disappointing to read your comments regarding not being able to reach us over the phone and not receiving a response to your email. We are currently experiencing an increase in contact due to the popularity of our products. We can see that your email was sent to us after 2pm on Friday 10th March and a reply was sent from our Support team well within our current reply times. Please note, our opening hours are Monday to Friday 9am until 5pm. We are pleased to see that your query has now been resolved and if there is anything further we can help with, please contact our Customer Support Team who are readily available to answer all queries.

Posted 1 year ago

“Awful, the first one pretty much set fire in my kitchen, the buttons on top melted into the unit. they did willing replace but I'm yet to use”

Helpful Report

Posted 1 year ago

“Faulty door on 10:1 141 exchange arranged , still waiting as courier lost it , Lucy at Tower has sorted it She’s an absolute 🌟”

Helpful Report

Posted 1 year ago

Hi Martin, Thanks for your valuable comments. I was sorry to read about the replacement Air Fryer not being received - rest assured as part of our continuous improvement strategy we always investigate our customers comments and reviews. Having investigated your enquiry I was pleased one of my Customer Services Team have arranged for a replacement to be dispatched to you as an express delivery. It only leaves me to sincerely and personally apologise for any inconvenience caused. Keith - Group Customer Services Manager

Posted 1 year ago

“What a complete joke dealing with this company! Contacted reference faulty handles on three pans (set consists of six in total) the handles break and are less than 12 months old, clearly a fault. Contacted Megan In customer services early January. I had advised I was happy to pay for the replacements - eventually came back to me and asked for photographs etc. I haven’t got the proof of purchase as was a gift. In between vast amounts of silence and after nearly 12 weeks was advised that parts department had no stock. Advised I was happy to wait, have now been told can’t help as I have no documentation! Why wasn’t told at the early contact point as opposed to 12 weeks later I do not know. I have asked for complaint to be be elevated to a senior manager - Megan will not confirm details despite asked over eight times. Product and service is very poor and the customer service level from Megan is the worst customer service level ever experienced! Avoid company, product and Megan in customer services!”

Helpful Report

Posted 1 year ago

“Unfortunately I have been unable to use my fryer as of yet due to an issue I noticed when unpackaging. I took photos and emailed customer service with the issue still ongoing due to the appalling time it takes to get a reply from anyone at Tower. I was hoping that we would just be able to get this swapped, but turns out you don't offer this service. However with how long this process has taken and me still having the unusable fryer boxed up at home I very highly doubt that I would be ordering another when I eventually recoeve instructions on how to send the boxed one I have back. Overall the customer service experience has been very disappointing. I first reported the issue on 12th February shortly after receiving the fryer and it is still unused in the box. We are now nearly 3 weeks down the line and still no resolution in site.”

Helpful Report

Posted 1 year ago

Hi Nathan, Thanks for taking the time to leave your comments about your recent experience with Tower. Here at Tower we always review our customers feedback and provide a balanced response. I was disappointed to read you feel our service has not been what you expected. When you initially wrote to us we acknowledged safe receipt of your message and provided a timescale of when you could expect a response - having reviewed all of our communications I can confirm we have responded well within these timescales. Within our initial communication approx. 2 weeks ago we did provide a solution which would have resolved your enquiry quickly - sadly this solution was challenged by you. One of my Customer Services Team remain in contact with you in a bid to resolve your enquiry. It only leaves me to apologise for any perceived shortfall in the level of service we have provided in our efforts to resolve your enquiry quickly and efficiently. Regards Keith - Group Customer Services Manager

Posted 1 year ago

“The drawer does not locate the fan hits the element. We will be returning this product today as poor design and poor quality”

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Posted 1 year ago

“This kettle boils quickly but it is very very loud, sounds like a rocket taking off. 😞”

Helpful Report

Posted 1 year ago

“I purchased a Tower air fryer in Sept 2022, just before Christmas it stopped working completely. We contacted your customer services and they said to go back to the retailers and they would exchange it. Argos would not exchange the air fryer as I could not find the email with the receipt details. I have contacted Tower customer services 3 times with a copy of the warranty which we had completed when we purchased the air fryer which had all the details of where and when we bought it. Not only have you not replaced the air fryer you have not responded to any of my emails. It is disappointing enough that the air fryer just stopped working but a lack of response from yourselves is totally unacceptable. Sadly I have lost all confidence in your products and your lack of customer service.”

Helpful Report

Posted 1 year ago

Hi Estelle, Thanks for taking the time to leave your valuable comments. I was sorry to read your comments and as part of our Customer Engagement Strategy we always provide a balanced response to our customers comments. As your product was purchased via a 3rd party retailer during the first 12 months should an issue occur with your product the retailer is responsible for the warranty. One of the requirements of your products warranty is to retain your proof of purchase. Here at Tower we pride ourselves on the Customer Service we deliver everyday to our customers so I was surprised when you mentioned we had not responded to any of your messages - Indeed a search of our records show no previous contact under the email address left via your review. To demonstrate the level of service we do provide to our customers one of my Customer Services Leadership Team will be contacting you very soon. It only leaves me to apologise for any inconvenience. Regards Keith - Group Customer Services Manager

Posted 1 year ago

Tower is rated 4.2 based on 4,976 reviews