Tower Reviews

Name: Tower
Rating: 4.16

4.2 Rating 5,551 Reviews

80 %

of reviewers recommend Tower

4.2

Based on 5,551 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

Visit Website

Write Your review

Tell us how Tower made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

H Cottrell

T Tunal

236

Anonymous

Anonymous // 01/01/2019

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

“Notified on 10 April that my airfryer was being recalled. Received voucher on 13 April to replace. No small Airfryer in stock so asked to be informed when back in stock. Notified on 23 April in stock and ordered immediately. Despite sending 2 e-mails and 6 phone calls(always cut off) and getting no response, I still don’t know when to expect delivery, although it says 3-5 days on invoice.”

Helpful Report

Posted 2 months ago

Hello Thanks for your review left against our website. I was sorry to learn your Air Fryer was one of the products impacted by our Air Fryer Recall Programme. Having investigated your enquiry and review further I was pleased to learn you had contacted us to arrange a more suitable replacement model and this has been delivered to you safely. It only leaves me to thank you for the patience you have shown during this busy time. Keith - Group Customer Services Manager.

Posted 2 months ago

“Had a bad experience with a faulty Air Fryer. Would never buy Tower brand again.”

Helpful Report

Posted 2 months ago

Hello Many thanks for taking the time to leave your second review If I can refer you to our response to your Trustpilot review where you attempted to make a claim for a faulty Air Fryer via our recent Air Fryer Recall Programme. As confirmed your model of Air Fryer was not one of the impacted Air Fryers and as you had chosen to dispose of the Air Fryer we were unable to assist with your enquiry. We have referred your review to our moderator for consideration Keith - Group Customer Services Manager

Posted 2 months ago

“I purchased a vac which never arrived, thanks to incompetent Evri, who are the courier of choice for Tower. I have tried numerous times to make contact with Tower, however the phone lines and unmanned and emails not replied to. Absolute shambles of a company. Next step is to request a charge back from my bank. Do not use this company would be my advice.”

Helpful Report

Posted 2 months ago

Hello Thanks for your valuable review. At Tower we always welcome our customers comments and feedback as they allow us to review and improve upon the products and services we offer. I was sorry to learn you were let down by our courier partners during this very busy time. Our courier partners work extremely hard to ensure thousands of our customers receive their parcel safely so your issue was very rare. One of our Customer Services Managers have arranged to contact you to dispatch a replacement parcel to you. It only leaves me to offer my sincere apologise on behalf of our courier partners for the inconvenience caused. Keith - Group Customer Services Manager

Posted 2 months ago

“Four or five emails sent but as yet only had automated replies, every time. Cannot get through on the phone. Shocking customer service. Avoid, avoid, avoid”

Helpful Report

Posted 2 months ago

Hello Many thanks for your feedback regarding your recent experience with Tower. Here at Tower we are very proud of the excellent service we provide to our customers. I was sorry to learn you had difficulties in contacting us - when a customer emails us we do respond to confirm safe receipt of their enquiry as well as confirming a timescales as to when to will help with your enquiry. We also make a polite request to avoid sending duplicate or chaser emails to us as this only impacts on our ability to reply to your message in the shortest possible time. Thanks for your patience shown whilst we resolved your enquiry. Keith - Group Customer Services Manager

Posted 2 months ago

“Completed the air fryer recall form on April 21st and found mine is one of defective units. Destroyed the air fryer as told to do so, and chose the gift voucher option as a refund, as it stated it would be emailed within 72 hours. No response beyond an automated email and now 11 days without any product. You would think the company would be trying to repair their reputation by sorting the issue as quickly as possible, but it is looking like they don't care. Have started to look into consumer rights on this and considering next steps...”

Helpful Report

Posted 2 months ago

Hello Many thanks for your valuable comments and feedback. I was sorry to learn of the delays which you experienced in receiving your voucher following our voluntary Air Fryer Recall. Having investigated your enquiry I can confirm there was a technical issue in releasing your voucher to you - this was also impacted as a result of the fraud checks we have implemented within the recall process. I was pleased to understand your voucher has now been received safely It only leaves me to sincerely and personally apologise for the delays which have been experienced. Kith - Group Customer Services Manager.

Posted 2 months ago

“After having received a recall refund for my faulty air fryer I have placed an order for a microwave only to have not received any updates on my order . I have called over 15 times only to get the same recoded announcement that everyone else seems to be commenting on . Can we get some updates please”

Helpful Report

Posted 2 months ago

Hello Vernon Thanks for taking the time to leave your review. I was sorry to learn of the difficulties you experienced in contacting us via telephone during what has been a very busy time for Tower. Customers can contact us via a number of methods including telephone, email and social media. Having investigated your enquiry I was pleased to learn one of our Team had contacted you and your order had been safely delivered. Keith - Group Customer Services Manager

Posted 2 months ago

“I ordered an Air Fryer directly via Tower housewares website on Apr 22 Tuesday. There was minimal communication on delivery timeline via email. To my pleasant surprise, product was delivered on Saturday but it arrived in a torn package. I emailed customer service on Apr 26 on what to do with it as I am unsure if the product is damaged. I received an automated response that promised a response in 3 business days. I have chased via email - no response. I called between 10AM and 3PM (they're not open 8AM-5:30PM per their email) multiple times but just hear and automated message that there are no free agents followed by the call being terminated without warning. I'm now stuck - I don't know what to do as my calls are unanswered and my emails are unanswered and I've not used the product in 7 days. I wish I had bought a different air fryer from a responsive retailer instead!”

Helpful Report

Posted 2 months ago

Hello R Jay Many thanks for your valuable comments. Here at Tower we always welcome our customers comments as they allow us to review and improve wherever required upon the products and services we offer. I was sorry to learn of the rare damage to your packaging upon arrival. Rest assured we hold close links with our courier partners and your issue will be addressed with them at our next service review. Over recent weeks our Customer Services Team have been working very hard to respond to our customer messages following the recent public holidays, the voluntary Air Fryer Recall Programme as well as the phenomenal interest shown in our products so your patience whilst we responded to your messages is greatly appreciated. One of my Team Managers has been in regular contact with you to agree a mutual conclusion to your enquiry. Best wishes Keith - Group Customer Services Manager

Posted 2 months ago

“Had a gift voucher to use after being informed that my air fryer was from a faulty batch, was told to dispose of it safely which I did following their instructions, ordered a carpet cleaner and solution using my voucher plus adding a bit more, It’s been three weeks now and my order has not been delivered , apparently on ‘track my parcel’ from Evri it is on its way back to sender!?! I have tried calling Tower C/S only to get an automated message that all reps are busy and to call back another time, sent to emails but as yet no one has got back to me, so very frustrating and disappointing.”

Helpful Report

Posted 2 months ago

Hello Angela, Many thanks for your valuable comments which are always welcomed by Tower. I was sorry to learn of the delays with your delivery of your Carpet Cleaner and Solution. Having checked your parcels journey with our courier partners it appears as though your parcel became damaged within our couriers network. Please accept my sincere and personal apologies for this rare event. Now we are aware of your enquiry arrangements have been made to dispatch a replacement Carpet Cleaner and Solution to you on an express delivery. Once again please accept my sincere apologies for any inconvenience caused. Keith - Group Customer Services Manager

Posted 2 months ago

“Been trying to contact the Tower Customer Services team for a week. They are not replying to any of my requests.”

Helpful Report

Posted 2 months ago

Hello Many thanks for taking the time to leave your review. Id like to refer you to our response on your Trustpilot review which read as follows ... At Tower all of our customers feedback is readily welcomed as it allows us to review and wherever required improve the products and services we offer. Customer feedback also allow us as an organisation to provide a balanced response to the feedback left. I was sorry to learn of the condition in which your parcel was received. Having reviewed all correspondence we confirmed that our warehouse teams added your small potato peeler to the inside of your Air Fryer box. Here at Tower we do not operate a blame culture however we do embrace Continuous Improvement processes and between our warehouse team and our courier partners we will investigate the circumstances of your delivery. To avoid any further inconvenience one of my Team Managers will be contacting you within the next 24 hours to conclude your enquiry in full. It only leaves me to thank you once again for your valuable feedback. Keith - Group Customer Services Manager.

Posted 2 months ago

“Have been trying to return a Airfryer. I have been trying for over a 2 weeks. I have had no success. Not responding to any of my emails.”

Helpful Report

Posted 2 months ago

Hello Thanks for your review regarding your request to return your Air Fryer to us. I was sorry to learn you wished to return your Air Fryer to us as it failed to meet your expectations. One of our Team Managers has contacted you today to provide full details of how to return your Air Fryer to us. It only leaves me to thank you for your patience shown during this busy time after the Easter Holiday period, during our Air Fryer Recall Programme and as a result of the phenomenal interest in our products. Keith - Group Customer Services Manager

Posted 2 months ago

“Bought a product as price was good, website suggested creating an account to track delivery. So i did and my account doesnt show any orders. No notifications and nothing arrived. Contacted Tower through customer service3 and they promise to respond to my email within 3 days...... Literally prehistoric timekeeping. Unhappy customer who will literally never buy from them again.”

Helpful Report

Posted 2 months ago

Hello Thanks for taking the time to leave your valuable comments. Here at Tower we always welcome our customers comments and feedback. I was sorry to learn of the lack of tracking information for your recent order. Due to the size of the product ordered (Kamado BBQ) this requires a specialised courier to contact you and arrange a specified delivery time. One of my Team Managers has reached out to you to manage your expectations of timescales to ensure safe delivery and acceptance of your parcel. Keith - Group Customer Services Manager

Posted 2 months ago

“I bought some knives a few years ago but the paint wore off and they became blunt and unfit for purpose. I tried claiming under Tower's 5 year guarantee but unfortunately they were not willing to honour this despite me providing original proof of purchase. Apparently I was supposed to 'register the appliance'. (For knives?) They weren't expensive but other knives I own have stayed sharp for many years. So beware. Product guarantees provided by Tower may not be worth the paper they are written on.”

Helpful Report

Posted 2 months ago

Hello Thanks for your review which is always welcomed at Tower. Customer reviews allow us to review and wherever required improve upon the products and services we provide. Customer reviews also allow us to leave a balanced response to the original review left. Here at Tower we are proud of our quality products and their supporting warranty programme. The warranty of each product is for a period of 12 months - we do offer our customers the option of extending their warranty free of charge for a set period of time. Sadly after your purchase you did not extend your products warranty and the 12 month warranty period for your knife set expired some 3 years ago. One of my Team Managers will be reaching out to you to explain this further and to conclude your enquiry. Keith - Group Customer Services Manager.

Posted 2 months ago

“Disappointed as had to get rid of previous air fryer due to finding out it was a fire hazard. Replacement is the same air fryer just different model number. Due to the inconvenience I would have thought an upgraded model should have been sent as good customer service.”

Helpful Report

Posted 2 months ago

Hi Thanks for your comments. Here at Tower we always welcome our customers feedback. Your review came as a surprise to us as from our records we have received no previous contact from you. I was sorry to read about your expectations of an upgraded Air Fryer. Under the terms of our warranty process and the Recall Project approved and supported by our partners in Trading Standards we were delighted to provide a replacement like for like model. One of our Customer Services Team will be contacting you to offer an explanation. Keith - Group Customer Services Manager.

Posted 2 months ago

“Never received my order Emailed tower to be told that Evia had lost it but looking on the tracking they never received it Now the item is out of stock again I believe it was already out of stock and not posted!!”

Helpful Report

Posted 2 months ago

Hello Susan Thanks for your review. Here at Tower we always welcome our customers feedback as this allows us to review and improve upon the products we offer. I was sorry to read about your recent experience - rest assured as a reputable organisation we would never accept a customers order if the item was out of stock. Your order was processed in full and entered our courier partners network. Our courier partners handle millions of customers parcels every year - on rare occasions items may go astray and sadly your parcel went astray. When we were made aware of your enquiry we did engage with our courier partners to conduct a detailed investigation to locate your parcel It only leaves me to offer my sincere and personal apologies for any inconvenience caused. Keith - Group Customer Services Manager

Posted 2 months ago

“I was unlucky enough to have purchased a Tower Compact Air Fryer which has recently been part of a recall. The process for getting a replacement was quick and easy with the replacement air fryer arriving promptly. I was a little suspicious of the packaging as the item had clearly been opened before. Guess what - the replacement does not work and causes my electricity circuit to trip off! Come on Tower, this is completely unacceptable! Totally lost faith in you as a company.”

Helpful Report

Posted 3 months ago

Hello Ceri Thanks for taking the time to leave your valuable comments. Your review came as a surprise to us - now we are aware of your enquiry we can help you. I was sorry to read about the condition of your replacement Air Fryer - rest assured we never sell any returned or used products. One of our Customer Services Managers will be contacting you very soon to resolve your enquiry. Please accept my personal and sincere apologies for any inconvenience caused. Keith- Group Customer Services Manager

Posted 2 months ago

“Disappointed, as after feeling like ripped off. I failed to receive part of me order. 1st of all why do separate items for what you can't do without the base grill trays”

Helpful Report

Posted 3 months ago

Hello Christopher Thanks for your valuable comments which came as a surprise to us. Here at Tower we always welcome our customers comments and feedback. I was sorry to learn of the rare issue of the missing part for your product. When we were made aware of your missing part we took the speedy corrective action to dispatch the required part to you. This was dispatched prior to your comments being received. It only leaves me to apologise for any inconvenience caused. Keith - Group Customer Services Manager

Posted 3 months ago

“Still waiting to receive it”

Helpful Report

Posted 5 months ago

Hello Paul Thanks for your valuable feedback. I was sorry to learn of the delay with delivering your parcel to you. Our courier partners work extremely hard to ensure thousands of our customers receive their deliveries safely and on time. On rare occasions a parcel may go astray and when this does occur we act quickly to arrange for a replacement parcel to be dispatched. I was pleased to learn your replacement parcel is heading to you. Finally please accept my personal and sincere apologies for any inconvenience caused. Regards Keith - Group Customer Services Manager

Posted 4 months ago

“Ordered and paid for in stock items 3 weeks ago. Still at Evri. No action from customer service or carrier. Would give 0 star review if I could”

Helpful Report

Posted 5 months ago

Hello Thanks for your valuable comments. Here at Tower we always welcome our customers comments and feedback as this allows us to review and improve upon the products we offer. I was sorry to learn of your poor delivery experience. Rest assured we hold close links with our courier partners and your delivery experience will be addressed with them at our next service review. I was pleased to learn a member of our Team have been in contact with you and have resolved your enquiry. It only leaves me to offer my sincere and personal apologies for any inconvenience caused. Keith - Group Customer Services Manager.

Posted 5 months ago

“Unhappy with what I’ve received today. The baskets don’t line up with the top part of the air fryer and it’s come dented. The box it came in was upside down when delivered so I’m not sure what’s gone on.”

Helpful Report

Posted 5 months ago

“Bought the beautiful Rose Gold Tower Bin for my daughter as a Xmas present for her new home. It stated FREE bin bags with all bin purchases. I did not receive these so contacted Tower who I thought would just post them out to me. I was told I couldn't have these now as you have to buy them with the purchase. I never leave a negative review. I always contact the company to resolve the issue beforehand. However, I did contact them and they wouldn't send any out. Which is very disappointing to say the least. They were not helpful whatsoever and abrupt on the email.”

Helpful Report

Posted 7 months ago

Tower is rated 4.2 based on 5,551 reviews