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	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

“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

“I purchased a kettle that stopped working on day 2. I contacted customer services via an email as there is no telephone number. They issued a return form. I sent it back and have not heard anything since, no replacement no refund! I first contacted customer services on the 9th February, it is now the 2nd of March and still without a kettle and no further response.”

Helpful Report

Posted 3 years ago

Hi I was sorry to read your review about the service you have received from Tower. To confirm we do have a customer services telephone number which is shown on our website. Your faulty kettle was received and inspected by ourselves on 25th February with your replacement being dispatched to you the next working day. Your parcel is on route to you with our courier partners - all of this has been confirmed to you by one of our Customer Services agents. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“These are, without a shadow of a doubt, the worst products I have ever had the misfortune of using. Everyone involved in the creation of these products should be utterly ashamed of themselves. Avoid like the plague.”

Helpful Report

Posted 3 years ago

Hi I was disappointed to read your review especially as we have had no contact from you about your issue. As a result of your comments one of my team have messaged you today. Here at Tower we have a dedicated Customer Services Team who are always readily available to resolve any query a customer rasises with us. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“Kettle arrived damaged. I have contacted tower about arranging a free return but had no response”

Helpful Report

Posted 3 years ago

Hi Mike, Thanks for getting in touch and leaving your review about the delivery of your kettle. I was disappointed to see the damage upon arrival. Here at Tower we always strive to improve the service we provide to our valuable customers - to this the photograph you kindly provided will assist us greatly when we speak with our suppliers about your enquiry. I understand one of our customer services team have been in touch to resolve your enquiry. It only leaves me to apologise for the inconvenience caused. Keith - Group Customer Services Manager

Posted 3 years ago

“Very poor. Microwave has become rusty in 11 months. Unable to contact Tower via phone, waited a week for a reply to email. The reply ( also to my follow-up email) was dismissive and inaccurate, no effort to address the issue at all. Will not be purchasing anything from Tower again.”

Helpful Report

Posted 3 years ago

Hi Jules, Thanks for taking the time to leave your review about the recent contact with our Customer Services Team. I was disappointed to read that you felt the response provided did not meet your requirements. I have arranged for one of our Leadership Team (Samantha) to contact you to understand your enquiry further. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“Awful Service, First sent a damaged Air fryer, then, No refund even after returning the item ( after one week). Finally Paypal refunded my money.”

Helpful Report

Posted 3 years ago

Hi Thanks for taking the time to leave your comments about the return of your product. We were disappointed to read your review. Having investigated your comments we provided instructions of how to retutn your parcel to us safely. We always provided timelines of when your refund would be processed however prior to this timeline expiring you engaged with PayPal. Please accept my apologies for any inconvenience caused. Keith - Group Customer Services Manager

Posted 3 years ago

“Purchased air fryer T17021 in 1999 with a three year guarantee, but now as developed a fault the fan as stopped working and the inner basket button release as broken I have a three year warranty certificate but tower will not honer this because I don't have the original purchase receipt, after all who keeps original purchase receipts when you have a Tower issued warranty certificate so beware of your air fryer goes faulty within 3 years and you don't have the original purchase receipt you won't get any help from Tower !!! Very disappointed customer.”

Helpful Report

Posted 3 years ago

“I bought recently a Tower RF1PRO vacuum and there was no power adaptor in the box. I called imediaelly the "Customer service" and the Lady told they don't have any spare parts, try to get a replacement adaptor from the retailer- but this is impossible as the retailer was an auction website. I don't understand this because the company wrote to the back of the user manual: "... need any spare parts, please call our Customer Support Team..." What a great Customer Support, thank you, Tower Housewares...”

Helpful Report

Posted 3 years ago

“I bought a griddle pan may 2021 it is still in warranty have emailed numerous times with no reply. Personally a rubbish aftersales firm.And products no better.”

Helpful Report

Posted 3 years ago

Hi Teresa, Many thanks for your comments. We were disappointed to read your review. Due to the popularity of the Tower products, we have been inundated with customer enquiries and post Christmas we are taking slightly longer than expected to get to our valuable customer messages. Having investigated your comments we were concerned about the numerous messages you mention - we have 2 messages from you and one of my Senior Customer Advisors has responded to you addressing all of the points you raise. It only leaves me to apologise for the shortfall in the normal exceptional level of customer service we provide to our valued customers. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“I ordered some air fryer spare parts namely a base and a basket as mine although only 12 months old has started to lose the non stick coating. I did pay for next day delivery but I ordered after 2pm so did not arrive until Monday. I was sent the wrong cheaper spares completely and on calling customer services I was asked to prove they were the wrong items??? I felt like a criminal and a liar. The invoice had the correct order numbers. I took photos of everything including a download of their webpage highlighting what I had received was wrong and emailed this to them. Two hours on nothing I then called again to ask what was happening. I spoke to a different advisor who confirmed the wrong items had been sent and said she would send me a returns label. Again this wasn’t done, yet again another phone call, again a promise to send the returns label within 30 minutes that was two and a half hours ago. I’ve asked to speak to a supervisor but apparently they are not available for 48 hours! Based on this experience I would not deal with Tower again. Their customer service leaves a lot to be desired and one advisor needs to take a course on people skills and dealing with the public!”

Helpful Report

Posted 3 years ago

Hi Sue, Many thanks for taking the time to leave your review about your recent experience with our Customer Services Team. I was disappointed to read your comments. Our front line customer services advisors speak with thousands of customers per month and undertake regular coaching and training to ensure we always provide the highest level of customer experience. My investigations show that your correct products have been delivered. Please accept my sincere apologies for any inconvenience caused. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“Bought a sealing ring paid for next day delivery that took 3 days to arrive customer service doesn’t answer my emails .”

Helpful Report

Posted 3 years ago

Hi, We were very disappointed to read your review left about your recent order placed with Tower. Your review was the first occasion we have been made aware of your dissatisfaction as we have no record of receiving any messages from you. Due to your order being placed after the cut off time to qualify for next day delivery I can confirm your order was delivered on time. One of my Leadership Teams has contacted you today to clarify all of the issues you have raised. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“Love my tower but recently bought replacement drawer which does not fit therefore useless. Very disappointed”

Helpful Report

Posted 3 years ago

Hi Paul, Many thanks for your review regarding the drawer for your Airfryer. We were disappointed to read your comments and review especially as this appears to be the first time you have raised the issue with us I have arranged for one of my Leadership Teams from Customer Services to contact you to understand your enquiry further and ultimately to resolve this. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“My Tower 600w blender worked for 2 minutes only”

Helpful Report

Posted 3 years ago

Hi William, Thanks for your 1-star review regarding your Hand Blender. We were disappointed to read your comments especially as this appears to be the first occasion we have been made aware of an issue. I have arranged for one of my Leadership team from Customer Services to contact you today in a bid to understand your enquiry further and ultimately resolve this. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“I ordered from Tower last Christmas with next day delivery. It didn't arrive and when I contacted Tower they advised it was due to delays because of the pandemic. This was understandable last year and even though it left me without Christmas gifts I decided to order from them again this year. I placed an order on 17 Dec for next day delivery. The money was taken pretty much straight away and I expected this to be delivered on 20 Dec. There's still no sign of the parcel. I contacted Tower who again sited delivery delays- pretty much the same email as last year and advised a further 7 working days for delivery. This means once again the order is only going to arrive in the New Year. I will definitely not be making the same mistakenol of ordering from here again- there are many other more reliable retailers to order from. It wouldn't be so bad if the staff actually showed some interest/empathy when you contact them but all I seem to receive are templated responses. If you want your order to be delivered when they say it will I would definitely consider ordering elsewhere.”

Helpful Report

Posted 3 years ago

Hi Sarah, We were disappointed to read your review about your recent order and delivery experience. Having had the opportunity to investigate your enquiry I can confirm your parcel was delivered on 23rd December and not in the New Year you mention within your review. I can confirm that the week leading up to the Festive holidays is always a busy one for our courier partners who did a fantastic job ensuring thousands of our customers received their parcels in time for Christmas. Please be assured that we respond to each of our customer's messages individually taking into consideration each customers circumstances. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“DO NOT BUY FROM TOWER! The worst shopping experience we've ever had. I ordered 3 items on 23rd Nov with next day delivery, they took full amount from my bank on the next day, but 3 days after I haven't receive the parcel or any email. I then contacted the customer service and they replied the ice diamond pan that I ordered is out of stock, which will be back in mid-December, so I decided to wait. On the 17th Dec, they contacted me again saying the pan will never be refurbished due to system errors, I can only continue with the rest of two items or cancel the whole order, I can't not wait for longer so asked to ship the rest. BUT today, the 22nd Dec, we finally received this a month wait family Christmas gift parcel, only ONE item is in it!! And my account shows the order is completed. Very disappointed! I have questioned them why the ice diamond pan is still showed in stock and available to purchase from their website since the day I ordered until 17th Dec (able to ship with next day delivery). They told me orders can still be placed and other customers will receive the same response. This is ridiculous false advertising, hope no one is waiting for them like silly me. I've never receive the 'prompt response or great customer service' from Tower that others mentioned in reviews, I'm a reasonable person but this is out of my bottom line as a customer.”

Helpful Report

Posted 3 years ago

Hi Thanks for your valuable comments regarding your recent order experience. I can see from investigating your enquiry that it was fully resolved by one of my Leadership Team Sam. We always value our customers comments and on the rare occasions when things don't go to plan our Customer Services team aim to resolve your issue quickly. Finally please accept my apologies for the inconvenience caused. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“Tower have let me down from day one (November 30th 2021). I ordered two items costing over £50 which included free delivery. I have had no delivery and no goods for three weeks now. Each time I email or phone Tower they say it's the fault of Hermes delivery company. 'Chasing the problem' amounts to sending an email to Hermes which of course doesn't get a reply because Hermes are 'too busy' losing parcels. It's a great shame because I know Tower products are good quality. I'm still waiting for mine.”

Helpful Report

Posted 3 years ago

Hi Thanks for taking the time to leave your valuable review about your delivery experience. On the rare occasion where something doesn't go to plan our Customer Services Team are available to resolve your enquiry. From the information I have received, one of my Leadership Team has contacted you and your parcel has been successfully delivered. Please accept my sincere apologies for any inconvenience caused. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“The basket was as expected but the customer service was the worst I have ever encountered. Firstly despite selling the air fryer in Ireland, Tower does not support the product with after-care service and will not send spare parts to Ireland. I tried a London address that is a forwarding agent and again Tower advised they would not use this facility. In the end, I got the basket delivered to a friend in Northern Ireland and despite paying for next day delivery the basket took 1 week to arrive. Hard to believe that Tower can not put a stamp on a box and send it to Ireland and as it is their policy they should warn potential customers that they do not support their product in Ireland.”

Helpful Report

Posted 3 years ago

“Not great. I returned a faulty item 2 weeks ago and still waiting on my refund. I have had no email or update. Also the customer service phone line apparently is only open 10am-12pm, so you cannot speak to someone. I have emailed and chased re my refund and still waiting.”

Helpful Report

Posted 3 years ago

Hi Thanks for your valuable comments regarding the return of your microwave. Having had the opportunity to review your comments I can confirm your parcel was delivered to us on 3rd December. We then carried out a return inspection on your parcel and made arrangements to process your refund. This was communicated to you in full by one of our Leadership Teams. Regards Keith - Grop Customer Services Manager

Posted 3 years ago

“Firstly, the website needs updating. Item is listed as £18.99 "with free delivery" but when you go to checkout it is plus £3.99 for standard delivery. Secondly, I paid extra for next day delivery. 12 days after ordering Hermes have still failed to deliver or return to Tower so I can be refunded. Joke of a Company and even bigger joke of a delivery service. I should have bought a cheaper one from Amazon instead.”

Helpful Report

Posted 3 years ago

Hi Mr Hartley, Thanks for your valuable review. As per our Terms & Conditions that free UK delivery is available for orders over £40. I was sorry to learn of the delay in delivering your parcel and as a result, your wish to cancel your order for a refund of your purchase. I can confirm your parcel has now been returned through the courier network to ourselves and a refund has been processed. Once again please accept my sincere apologies for the inconvenience caused. Keith - Group Customer Services Manager

Posted 3 years ago

“Ordered housewarming presents for a family member with next day delivery 9 days ago. No updates from courier - just states ‘unable to deliver parcel.’ No response from Tower customer services email. Call centre only open 10-12. I work in a hospital so am unable to call at that time! £100 down the drain with no clue where my items are and if they will even be delivered!”

Helpful Report

Posted 3 years ago

Hi Thanks for taking the time to leave your comments about your delivery experience. I was sorry to read that your parcels had not been delivered as expected. Rest assured this rare occasion has been passed across to our courier partners for a full investigation. I can see you have spoken with one of our dedicated Customer Services team who will provide a full and detailed update within the next 48 hours. Once again please accept my sincere apologies Keith - Group Customer Services Manager

Posted 3 years ago

Tower is rated 4.2 based on 5,563 reviews