Tower Reviews

Name: Tower
Rating: 4.16

4.2 Rating 5,597 Reviews

80 %

of reviewers recommend Tower

4.2

Based on 5,597 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 74%
Accurate And Undamaged Orders	Greater than 80%
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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Tower 5 star review on 7th September 2025

Tower 5 star review on 3rd September 2025

Tower 5 star review on 1st September 2025

242

Anonymous

Anonymous // 01/01/2019

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

“Out of 7 items in the package only the two lids were undamaged. Each pan and frying pan was severely deformed and do not sit flat. I emailed Tower and also notified them on X but the first thing they have done is ask me to write a review! Unbelievably bad. Avoid. I’m now trying to get my money back!”

Helpful Report

Posted 3 months ago

Hello Suzanne Many thanks for taking the time to leave your valuable comments and image of the condition in which your pan set was received. Rest assured this will prove extremely useful when we address your experience with our courier partners. On behalf of our courier partners please accept my sincere and personal apologise. I was pleased to learn once your enquiry came to light with our Customer Services Team we acted quickly to resolve your enquiry by way of a replacement pan set. Once again please accept my apologies for any inconvenience cased. Keith - Group Customer Services Manager

Posted 3 months ago

“I ordered an air fryer on the 1st of May and it has not arrived. I spoke to a member of the team over a week ago who assured me they would find out why and update me but I have heard nothing. No reply to emails, impossible to speak to someone on the phone!”

Helpful Report

Posted 3 months ago

Hello Mr Pocock 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 that your parcel had not been delivered within its expected timescales. Our courier partners work extremely hard to ensure thousands of our customers received their parcels safely. On rare occasions a parcel may go astray within pour courier partners busy network - sadly this was the case with your parcel. Efforts were made to attempt to locate your parcel without success so a replacement product was ordered for you which I'm pleased to learn has now been delivered to you. It only leaves me to apologise for the inconvenience you have experienced. Keith- Group Customer Services Manager

Posted 3 months ago

“Air fryer recalled, received code and ordered replacement with 3 day delivery however 3 weeks on still waiting on delivery. Can only find email address to contact Tower. Sent an email and then over a week later received a reply from Kai asking if I had reviewed their response however I have had no other response from them and then no reply when I replied to Kai on this to ask them to forward on original response.”

Helpful Report

Posted 4 months ago

Hello Many thanks for taking the time to leave your valuable comments. Here at Tower our customers comments are always welcomed. I was sorry to learn of the delays in responding to your message during this busy time - one of our Team have written to you with an update and we look forward to hearing from you. Keith - Group Customer Services Manager.

Posted 4 months ago

“Ordered an Air Fryer on Sunday. 2h 30 minutes before website suggested was cut off for Next Day delivery. I paid the extra for next day delivery. Order didn't even get dispatched till following day, but worse, on the Tuesday, the EVRI courier tracking showed an issue with package and not out for delivery until they update. It is now end of Friday and no update, no air fryer. No response to emails for days. No response on X.com. No way to call them. So no idea what is going on. They have my money and I don't have the goods and I am being ignored. I would avoid the company as following their enquiry procedure and waiting the prescribed time they say for a response, still results in no response. TERRIBLE Customer Service. Well NO Customer Service at all really. Going to have to claim back on my Card company at this rate, with no responses.”

Helpful Report

Posted 4 months ago

Hello Brian H Thanks for your comments regarding the recent experience with Tower. I was sorry to read your comments. Here at Tower our customers comments are always welcomed by ourselves. Having reviewed your enquiry I can confirm your enquiry was delays as a result of you sending duplicate enquiries to us from different emails. Within our acknowledgement message we do make a polite request not to send duplicate messages as this only impacts on our ability to help you in the shortest possible time. I was pleased to learn one of our Team have contacted you and resolved your enquiry in full. It only leave me to offer my sincere apologies for any inconvenience caused. Keith - Group Customer Services Manager

Posted 4 months ago

“Ordered a replacement item to replace a recalled item. 2 weeks later still no airfryer. Paid for next day delivery aswell. Left messages asking to look into it, no replies. Poor service from tower.”

Helpful Report

Posted 4 months ago

Hello Many thanks for taking the time to leave your valuable feedback. Here at Tower our customers comments are always welcomed. I was sorry to read about the delays in receiving your replacement Air Fryer. Our courier partners work extremely hard to ensure thousands of our customers parcels are delivered safely so your incident is certainly rare. We have escalated your enquiry as a priority to our courier partners and one of my Team Managers have contacted you to agree a resolution to your enquiry. It only leaves me to apologise for any inconvenience caused. Keith - Group Customer Services Manager.

Posted 4 months ago

“Started the process of getting a replacement Air Fryer on April 17th. After several emails on May 2nd, I received an email stating a replacement would be dispatched with 24 hours along within a tracking number. Since then, no tracking number and no response to my email. There is no point in calling customer service as their line is always busy. What am i meant to do here the I can’t use the Air Fryer anymore and your customer service wont respond.”

Helpful Report

Posted 4 months ago

Hello Thanks for your valuable review. Here at Tower our customers reviews mean so much to us as they allow us to review and improve the products and services we offer. I was sorry to learn you had no further updates regarding the dispatch and delivery of your replacement Air Fryer. Having investigated your enquiry I can confirm your parcel has entered our courier partners network. Your parcels journey was delayed due to customers clearance entering the Republic of Ireland. We have provided details of your parcels tracking and I am delighted to confirm your parcel is expected to be delivered to you within the next 48 hours. It only leaves me to thank you for the patience shown during your parcels journey. Keith - Group Customer Services Manager

Posted 4 months ago

“Awful experience from the beginning and am still waiting for the replacement for my BBQ to be delivered. The original product delivered was absolutely battered. It has been collected with no sign of the replacement. The customer support have not responded after telling me the replacement you be sent to me. Been chasing daily. Do not answer the phone. It’s been a month and still no BBQ.”

Helpful Report

Posted 4 months ago

Hi Thanks for your valuable comments regarding your recent BBQ order. I was sorry to learn of the condition in which your BBQ was received - rest assured this is unacceptable and will be addressed with pour courier partners. Our Customer Services Team have been working very hard to help our customers with their enquiries following the recent public holidays as well as the phenomenal interest shown in our products. One of our Customer Services Team have contacted you regarding your enquiry and to agree a suitable resolution to your enquiry. Please accept my personal and sincere apologies for any inconvenience caused. Keith - Group Customer Services Manager.

Posted 4 months ago

“You didn’t reply or help when my products still hadn't arrived after 3 days, even though l paid for next day delivery. Your phones were never answered by a ‘real’ person and l am APPALLED at your poor service. I am STILL WAITING for some contact or a tracking number.”

Helpful Report

Posted 4 months ago

Hello Thanks for your review. I was sorry to read your review about your perception of a lack of customer service from Tower. When a customer contacts us we acknowledge safe receipt of our customers communication and we always provide a timescale as to when we will respond to your enquiry. We also make a polite request to avoid sending duplicate or chaser emails to us as they only impact our ability to respond to your enquiry in the shortest time. I was sorry you took offense at the timescales quoted and you proceeded to send multiple emails to us. Having checked your parcels journey I was delighted to learn your parcel had been safely delivered to you. Best wishes Keith - Group Customer Services Manager.

Posted 4 months ago

“I received an email on the 10th April to tell my my digital 4 litre air fryer was part of a faulty batch and I needed to claim a replacement and dispose of my current airfryer immediately as there had been issues with regards the safety of the air fryer. Initially I was impressed with the fact they contacted me and gave intricate instructions on how I had to dispose of the product immediately and that a safe replacement would be issued to me as soon as possible. I used my digital air fryer everyday as I have dexterity issues due to my disability I can no longer use my oven. One week after disposing of my air fryer, as instructed by Tower, I received my replacement. Instead of sending me a similar replacement for my digital air fryer with draw, they sent me an 11 litre mini oven with with trays and shelves that I cannot possible use. I have sent 3 emails asking for help to return this product and claim a more user friendly digital air fryer to replace the original faulty product and I have not had one response to any of my emails. I am currently using my friends air fryer until Tower see fit to contact me and replace their faulty product with a more acceptable replacement.”

Helpful Report

Posted 4 months ago

Hello Tina, Many thanks for taking the time to leave your valuable comments. Here at Tower all of our customers feedback is welcomed as it allows us to review and wherever appropriate improve upon the products and services we provide. Customer feedback also allows us to provide a balanced response to the comments I was sorry to learn you had an Air Fryer which was impacted by our voluntary Recall Programme. Here at Tower the safety of our customers is always of paramount importance. I was sorry to learn that the upgraded replacement model of Air Fryer was unsuitable and failed to meet your specific circumstances. Many of our customers have been delighted with their upgraded model. One of our Customer Services Team have been in contact with you to provide details of a more suitable Air Fryer specific to your personal requirements. Keith - Group Customer Services Manager.

Posted 4 months ago

“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 4 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 4 months ago

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

Helpful Report

Posted 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 months ago

Tower is rated 4.2 based on 5,597 reviews