Tower Reviews

Name: Tower
Rating: 4.16

4.2 Rating 5,558 Reviews

80 %

of reviewers recommend Tower

4.2

Based on 5,558 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

236

Anonymous

Anonymous // 01/01/2019

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

“Ordered my air fryer and paid for next day delivery on Friday 18th Nov 2022. Turned up damaged with a massive crack in it. Impossible to speak to anyone. Did have a response to an email asking what I would like to do, requested a replacement and my next day delivery costs be refunded. Not heard anything, not a word and now it is Tuesday Anywhere else would have responded straight away. I am not impressed with the poor customer service and experience”

Helpful Report

Posted 2 years ago

Hi Jackie, I was disappointed to read your review about your recent experience with Tower Customer Services. Upon receipt of your email communication, we will have managed your expectations as to when we would respond to you by. Having investigated your enquiry, I was pleased to learn we have responded well within these timescales to provide an update to you. It only leaves me to apologise for any inconvenience caused. Keith - Group Customer Services Manager

Posted 2 years ago

“Placed an order for a slow cooker on Wednesday and paid for next day delivery. Ordered after 1pm so due for delivery Friday. It’s now Monday and still not showing as dispatched. Tried to contact customer service but phone line just gives a recorded message to say too busy (presumably dealing with complaints) and requesting customer’s email in. Emailed and received an air response to say will be dealt with within 7 days. I’ve requested the order cancelled and full refund but of course no way of knowing whether this is being dealt with as no response. Unless you’re prepared for a long wait and zero communication, I’d say avoid like the plague. Placed an order with Morphy Richard’s and received next day with full tracking and no issues so my advice would be to go with them, or anyone other than Tower!”

Helpful Report

Posted 2 years ago

Hi Jane, Thanks for your valuable comments about your recent experience with Tower. I was sorry to read your comments. Having had the opportunity to investigate your enquiry I can confirm your order was delayed due to a transportation incident between our warehouses. I can confirm one of my Leadership Team have contacted you today to resolve your issue fully. It only leaves me to apologise for the inconvenience you have experienced. Regards Keith - Group Customer Services Manager

Posted 2 years ago

“Shocking customer service 4 weeks later after trying to ring them and sending an email, still waiting for them to send me my 3 years warranty. Received as an early Christmas present from my daughter the Tower vortex 5 in 1 smokeless grill (love it) on following the instructions to register for a 3 year warranty, it only registered one year It clearly states on the box that it is 3 years. Received an email after 4 weeks saying someone would be in touch to check my details, I still waiting.”

Helpful Report

Posted 2 years ago

“Air fryer timer stopped working so contacted tower after several emails over 3 weeks I was advised to “cut the cable “ and send pictures. I was then advised a replacement had been sent but no tracking and 8 days later no package, emails not being replied to, phone just cuts off all in all shocking !!”

Helpful Report

Posted 2 years ago

“Not impressed! After 50 mins in my new air fryer the potato was burnt on the outside and still hard and uncooked on the inside.”

Helpful Report

Posted 2 years ago

“Ordered a sizzle/pizza plate 6 and 1/2 weeks ago , complained after non delivery, promised a gift if will to wait 6 weeks ( what I don’t know ) emailed yesterday to check my item plus gift had been dispatched but no reply, telephone line switched of all day cuts you off says busy”

Helpful Report

Posted 2 years ago

“Reported fault on a air fryer on 26th October,contacted tower and after a few e-mails was told they would replace the item,but we would have to cut the cable and send a picture of it been done which we done and sent it on the weekend of 13th November.All week have been trying to contact Tower to find out when the replacement was coming.If you ring the phone number all you get is a recorded message saying there busy and send a email,which they do not answer.We have been corresponding with a person called Megan and it seems like a ref number of650001.We have been without the airfyer for a week now and no idea when the replacement will arrive,even though they said they had one ready for us.If this is Customer Service I suggest it is looked at and sorted out.Mr B Dann.”

Helpful Report

Posted 2 years ago

Dear Mr Dann, Thanks for taking the time to leave your valuable review about your recent contact with Tower Customer Services. I am sure you can appreciate due to the current interest in energy saving products such as Air Fryers, Slow Cookers and Halogen Ovens our customers services team have received a phenomenal number of contacts from customers. I can confirm we have full details of your enquiry and one of my Leadership Team is contacting you within the next 24 hours to resolve your enquiry. It only leaves me to apologise for any inconvenience caused. Keith - Group Customer Services Manager

Posted 2 years ago

“I have never dealt with a shop that has this type of customer service, everything is done through email, and it takes days between each email response. I have purchased an air fryer on 17/9/22, I have used it about 10-15 times and the fan has stopped working, which has resulted in smoke coming from the back of the unit. I contacted Tower on 6/11/22 and the matter is still not resolved , because of the delay between the emails going back and forward. I hate this so much I have said that I now want a refund and the latest response I have had is , it will not be a full refund due to the amount of time I have had the unit - it will be subject to a fair usage charge. I don’t think having something two months warrants this type of response (I also sent them a video showing the condition of unit)”

Helpful Report

Posted 2 years ago

Hello Jan, Thanks for taking the time to leave your comments about your Tower Air Fryer. These comments are greatly appreciated and allow us to improve our products and services. Our Customer Services Team have been inundated with enquiries for energy saving products due to the current economic climate. As a result, we request our customers do not send multiple messages to allow us to quickly respond to enquiries. Having received all of your messages safely one of my Customer Services Supervisors is reaching out to you today to resolve your enquiry. Please accept my apologies for any inconvenience you feel may have been caused. Keith - Group Customer Services Manager

Posted 2 years ago

“Paid next day delivery four days later no item they don’t answer phones or emails shocking and taking out credit card dispute”

Helpful Report

Posted 2 years ago

Hi Evelyn, Many thanks for taking the time to leave your review about your delivery experience. I was sorry to read about the apparent delays. Having investigated your enquiry fully I was delighted to see your parcel has now been successfully delivered. One of my team has written to you today to provide specific details as to the delay as well as our acknowledgement. It only leaves me to apologise for this delay as well as thanking you for choosing Tower for the purchase of your Air Fryer. Keith - Group Customer Services Manager

Posted 2 years ago

“I ordered a air fryer on Saturday with next day delivery so i would have got this on Tuesday invoice number is 49411 . I am still waiting on this to arrive due to the fact that you had put the wrong delivery address on the box or at least that is what evri said in the email they sent with the tracking number i can't contact evri to find out when i will be delivered and CAN'T get through to your company due the phones not been on and going straight to voice mail . i sent you a email regarding the issues i have been having but not getting a reply from you great customer service”

Helpful Report

Posted 2 years ago

Hi Stevie, I was sorry to read your review about your delivery experience for your Tower Air Fryer. I can confirm safe receipt of your initial message as well as confirmation that one of our Customer Services Team have provided an initial response to you. I can also confirm the address details on your delivery label will be those that were provided at the time of your order. Our courier partners do a fantastic job in delivering 1000's of our customer orders every day. On the rare occasion where things don't go to plan, we have robust links to our courier partners to locate and resolve your enquiry -this process is currently ongoing, and we will provide a further update on Monday 21st November. It only leaves me to apologise for the delays you have encountered. Keith - Group Customer Services.

Posted 2 years ago

“Ordered air fryer on Saturday got the next day delivery so would have got it on Tuesday . Got an email from evri saying they can't find my address as tower did not put in my full address sent them a email still no reply from them and still no air fryer this company is starting to look like a joke of a company not very impressed with the customer services”

Helpful Report

Posted 2 years ago

“Why was there no returns from in my package in 74 and don't do emails that don't even answer there phone”

Helpful Report

Posted 2 years ago

“Tower T17071 Vortx Vizion. DO NOT BUY ONE. Design fault with rubber bumpers on the grill plate. All snapped off within weeks. None available, not covered by the warranty. Awful, unhelpful, arrogant, dismissive customer service. Wait literally weeks for response to emails, which just fob you off anyway.”

Helpful Report

Posted 2 years ago

“Stopped working after a few weeks, all the lights come on and it gives the impression that it works but it no longer generates any heat”

Helpful Report

Posted 2 years ago

“Bought this fryer a week ago, absolutely delighted, but today the light isn't working which makes the viewing window useless.”

Helpful Report

Posted 2 years ago

“Had it three days and can’t get it to actually work, led just flashes ADD POT all the time but nothing heats up”

Helpful Report

Posted 2 years ago

“After only a few months it overheated and generated acrid white smoke fumes in the kitchen. The plastic housing had melted and ruined the food cooking. Rang Tower and they only told me to return it to seller. There appears to be no overheat protection and Tower didn’t want to investigate to check if it was a generic fault. Returned to seller 10 miles away but no compensation for fuel, my time or ruined food. Since there has been a rush on air fryers so haven’t been able to buy a replacement. Tower didn’t even offer a replacement. Not impressed at all.”

Helpful Report

Posted 2 years ago

“Purchased air fryer in Aug but lost a plastic lug of griddle so it rocked in fryer. Phoned customer services no one answered phone, just rang and rang. Filled in online form to request if they could send me a replacement. Auto response said I would receive a response within 7 days, two weeks later still waiting. Final advice was go on line and buy from ebay because they did not keep any spares. If you have a problem be prepared for a slow response and unhelpful customer services!”

Helpful Report

Posted 2 years ago

Hi We were disappointed to read your review about your recent contact with Tower Customer Services. Having reviewed your communications with our Customer Services Team your enquiry centred around a part which you lost and as a result would not be covered by the warranty scheme. Evert effort was made by our customer services agent to resolve your enquiry including sourcing the lost part as well as providing a replacement tray for your Air Fryer. Due to the demand for these products, we are currently out of stock and therefore could not provide you with your lost part. Rest assured when these items return to stock, we will gladly contact you to assist with the resolution of your enquiry. Keith - Group Customer Services Manager

Posted 2 years ago

“Absolutely shocking customer service 3 weeks down the line and still no reply from Tower customer service. Was gifted a Tower Air Fryer & Smokeless Grill as an early Christmas present. It states clearly on the box 3 year guarantee. I followed instructions went on the site to register and it has only given 1 year guarantee. I emailed 3 weeks ago to sort it out and am still waiting for a reply.”

Helpful Report

Posted 2 years ago

Hi Thanks for your review regarding the registration of your warranty. I was sorry to learn about the difficulties you have encountered. Rest assured your product has a full 3-year warranty and to avoid any inconvenience we have registered the full 3 years warranty for your product on your behalf. One of my Customer Services Team will be contacting you to confirm the these details. Regards Keith - Group Customer Services Manager

Posted 2 years ago

“Not used my frier yet, but tried to extend my guarantee, and they do not list my model, shame”

Helpful Report

Posted 2 years ago

Hi Roger, Thanks for taking the time to leave your comments. I was surprised to learn of your difficulties in registering your warranty for your Tower Air Fryer. Rest assured all of our products are supported by a warranty scheme. To help with your enquiry one of our Leadership Team from Customer Services is writing to you within the next 24 hours to resolve your enquiry In the meantime, thanks for choosing Tower for your purchase. Regards Keith - Group Customer Services Manager

Posted 2 years ago

Tower is rated 4.2 based on 5,558 reviews