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	Within 5 Days
On-time Delivery	Greater than 75%
Accurate And Undamaged Orders	Greater than 80%
Customer Service
Communication Channels	Email, Telephone, Live Chat
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

“Ordered an air fryer on 16 July for next day delivery order number 11574. Now 29 July and still waiting for it to be delivered. No one answering phone just told to send email which I did but emails are also ignored. You had no such delay in taking my money though - my account debited 16 July! Absolutely shameful customer service - tantamount to theft - only giving one star as can’t give less! Will be reporting to my credit card company to get my money back. EVERYONE DO NOT BUY ANYTHING FROM THIS COMPANY -TOTAL SCAM.”

Helpful Report

Posted 3 years ago

Hi Katie, Thank you for your review, We're so sorry that your order has not yet arrived to you, this is due to unprecedented demand of our item and as your item wasn't dispatched this is why you didn't get a confirmation email. Unfortunately we have a 24 hour service reply on all of our emails but if multiple emails get sent in to us this pushes your reply time back. I have now refunded you your money for your item and replied to your email. Our apologies again. Take care. Carina @Towerhousewares

Posted 3 years ago

“No belt after order”

Helpful Report

Posted 3 years ago

“Ordered a knife block on 19th July, and paid extra to have next day delivery. I received a confirmation email and an order number (12128) Since then - nothing. I have emailed several times - no reply I have phoned - phone line says everyone working from home. So what is the problem????????? Companies that have got staff working at home say how successful it is , And going forward are going to stay this way. No where on your site does it state there are problems and hold ups, So come on Tower get a grip and pull your socks up. At the moment you are not worth the 1 star l have put on. (You have only got this as it will not accept nil star) Customer service is non - existent, and yet you are still taking orders and people’s money. Sharron”

Helpful Report

Posted 3 years ago

Hello Sharron, Thank you for your review. We're extremely sorry that we haven't been in touch sooner and completely understand your frustration, we do have a service level to answer emails within 24 hours, unfortunately due to you sending multiple emails, this has pushed back your answer time. Please accept our apologies for this. Your frustrations with not having knife sets stating at time of purchase these will not be on NDD have been noted and sent to the relevant department to hopefully prevent this happening again. Take care. Carina @Towerhousewares

Posted 3 years ago

“Do not deliver order, and no response from the customer service team.”

Helpful Report

Posted 4 years ago

Hello Matthijs, Thank you for your review! We're so sorry that your order didn't arrive to you next day, we have been experiencing a surge in sales and so this has caused some delays. I can now see from our records that your parcel has now arrived to you. Take care. Carina @Towerhousewares

Posted 3 years ago

“Feet keep falling off fan and the metal ends are razor sharp. Slit in thumb very painful. The whole design is cheap and wobbly.”

Helpful Report

Posted 4 years ago

“Order number-000012333 Ordered two fans for next day delivery. Not had any notifications for despatch, not reply to emails and still no fans 2 days later. If you can’t get them to me please refund me so I can buy them from elsewhere!!! Kids are boiling away.”

Helpful Report

Posted 4 years ago

Hello. Thank you for your review. We're so sorry that your order didn't arrive next day. I can see that one of my colleagues has answered your email directly. Take care. Carina @Towerhousewares.

Posted 3 years ago

“Next day delivery and customer service is non-existent!! Very poor. Would not recommend this company.”

Helpful Report

Posted 4 years ago

Hello! Thank you for your review. We're sorry to hear that you are unhappy with our service and your order has not arrived next day. We have been experiencing a delay in orders being dispatched due to a surge in sales. This has now been rectified. Take care. Carina @Towerhousewares

Posted 3 years ago

“Ordered and paid for airfryer on Sunday next day delivery expecting delivery on Tuesday, nothing, order status today still says being processed, tried to phone, what a joke that is, sent an email and no response, they are quick enough having your money, not impressed at all, will not be using these again. CUSTOMER SERVICE NON exstitent.”

Helpful Report

Posted 4 years ago

Hello Tracey, Thank you for your review. I can see from our records that your parcel arrived late to you and for that we apologise. Unfortunately there was an issue with our courier. If there is anything else we can assist with, please can you reply to my email. Take care. Carina @Towerhousewares

Posted 3 years ago

“Phone lines closed down due to staff WFH. Fine. My support tickets are being closed with no communication, no resolution - no matter how many times I raise the issue. The issue is that I ordered a fan which arrived damaged. Can you please respond to me at least? Really poor customer service, and substandard product. I have other Tower products and they have been great... so don't know what's going on here. Will change my customer service ratings once you provide some.”

Helpful Report

Posted 4 years ago

Hello Ravindra, Thank you for your review. We're really sorry to hear that your fan has arrived damaged, please accept our most sincerest apologies for this. We're happy to say that we have now resolved your issue and sent out a new fan to you on a 24 hour courier. The reason your customer support tickets have been closed is because you sent multiple emails in and so we merged all the tickets to not duplicate queries or answers. I hope that this clarifies why your tickets were closed. Take care. Carina @Towerhousewares.

Posted 4 years ago

“I recently purchased a Tower T17005 to replace my acti-fry for the sole purpose of cooking healthy chips / fries. However the chips only cook on the top layer, therefore you have to shake the basket every 5 mins to stand a chance of trying to get them cooked evenly. I would not recommend this product for cooking chips / fries and would return it if possible but will definitely be purchasing another acti-fry.”

Helpful Report

Posted 4 years ago

“Ordered 2 fans before 9 am, 2 days ago and paid extra for next day special delivery. According to faq and email I have received all special delivery orders made before 12 should arrive the very next day and I should receive tracking once posted. At the time of posting - no item, no tracking, no answer for my email to Customer Services, no answer over the phone. The only reason why I ordered from 'Tower' was to get them next day. If I knew it will take so long I would definitely go elsewhere.”

Helpful Report

Posted 4 years ago

“Toast would not pop up high enough. Returned”

Helpful Report

Posted 4 years ago

“I have requested next day delivery still delivery and no update, no reply to emails and no way of contacting you. Not great so far.”

Helpful Report

Posted 4 years ago

Hello Jemma, Thank you for your review, We were sorry to learn that your emails had not been answered, please accept our most sincerest apologies for this. I can see that my colleague is about to get in touch with you to give you some more information on your order. Take care. Carina @Towerhousewares

Posted 4 years ago

“My kitchen bin is faulty and for 5_6month have been trying to get a refund or replacement, I have spoken to a number of staff and promised a replacement BUT each time they say 6 working days it will arrive but it didn't. I wouldn't give stars at all but had no choice. After a great number of communication with this company sent a video ect, and been fobbed of week after week by everyone I have spoken to, its taught me a lesson never to use this company ever again. STILL WAITING 😡”

Helpful Report

Posted 4 years ago

Hello. Thank you for your review! We can see from our system that your previous bin lid was sent out and lost via our courier, unfortunately these things do happen sometimes and they are out of our control but please accept our most sincere apologies. I can also see that my colleague has arranged for another bin lid to be dispatched to you within the next 24 hours. 😊 Take care. Carina @Towerhousewares

Posted 4 years ago

“Paid for next day delivery, three working days later still no item or word from Tower, and nothing but an automated response to my email. Lousy customer service.”

Helpful Report

Posted 4 years ago

Hello Ian, Thank you for review. We're sorry to hear that you are unhappy with our service. I can now see that your issue has been resolved and you have had a full refund for your order. Please accept my apologies for your item not being in stock. Take care. Carina @Towerhousewares

Posted 4 years ago

“Tower airfryer 1500w rotary timer plastic knob broken.!! After 4 months use the button has broken off spindle, due to heat making rotary dial brittle.. looking at reviews this is a common problem, why don't they use metal base to prevent breaking?? Can you send me replacement please”

Helpful Report

Posted 4 years ago

Hello David, Thank you for your review. I have replied to you privately and have agreed to send you 2 new timer dials out the the post. 😊 Take care. Carina @Towerhousewares

Posted 4 years ago

“Terrible customer service, I needed a spare part for my airfryer and they attempted to send it to the Republic of Ireland which they were unable to. I then had this sent to Belfast to a hotel where I was staying and the package got lost for nearly two weeks through Hermes. Hermes advised me that they had lost the package and tower accused me of lying about this. I asked them not to send this to the Belfast address as I would not be able to access this address again. Asked them to sent it to an alternative address in the North of Ireland and they just ignored this request. They just don't listen to a thing a person says. Hard hard work. I have now paid three times for an airfryer spare part and received nothing to date. No way to speak to a person over the phone either due to remote working.”

Helpful Report

Posted 4 years ago

Hello. Thank you for your review. We're so sorry that you are unhappy with our service. Please accept our most sincerest apologies for this. We were also astounded to hear that one of our agents would call you a liar. I did look further into this and the information we received from Hermes was the order had been processed rather than lost, and that is what the agent stated to you via email. I can now see that both orders have been refunded. Take care. Carina @Towerhousewares

Posted 4 years ago

“The timer knob on my vortx 5 in 1 air fryer oven with rotisserie has come off and the underside of the knob has split after only 4 months use. The knob on my temperature dial is also loose. Despite 3 emails to Tower ( as their customer support lines are not now manned ) I still have not been contacted. So I have a 4 months old product which is useless and no one to help out !”

Helpful Report

Posted 4 years ago

Hello Kathryn. Thank you for your review. We're so sorry that you were waiting a while for someone to get back to you. Please accept our most sincere apologies for this, we are extremely busy at the moment. I can now see that one of my colleagues has got back to you and is posting some new dials out to you. We hope this helps 😊 Take care. Carina @Towerhousewares

Posted 4 years ago

“My son bought me a 4.3 dry fryer in place of my swan which gave in after 3 years. But after 10 months stopped working.argos did replace but I am hoping this one will last. Very disappointed.”

Helpful Report

Posted 4 years ago

Hello Betty, Thank you for your review. We're sorry to hear that your Air Fryer stopped working. If there is anything I can assist with can you please email in to customerservice@towerhousewares.co.uk and mark it for the attention of Carina. Take care. Carina @Towerhousewares

Posted 4 years ago

“Bought Tower Infinity 1.8l kettle and within 21 days the silver coating on the lid handle started to peel away. Only needing a new lid I contacted Tower- I cannot buy just a lid-,I have to return the kettle to where I bought it. What a terrible waste of time, travelling and earths resources. Tower should feel shamed into selling spare parts- which I would not have needed if it had been made properly in the first place. Probably my 20th Tower appliance purchase and definitely my last”

Helpful Report

Posted 4 years ago

Hello Diana, We are sorry to hear about the issues with your kettle lid. I'm pleased to confirm that we have located a replacement lid. If you could please respond to our email, we can then arrange to send this to you as soon as possible. I trust this is pleasing news and we look forward to hearing from you soon. Take Care. Sam @TowerHousewares

Posted 4 years ago

Tower is rated 4.2 based on 5,563 reviews