Tower Reviews

Name: Tower
Rating: 4.17

4.2 Rating 5,456 Reviews

80 %

of reviewers recommend Tower

4.2

Based on 5,456 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 78%
Accurate And Undamaged Orders	Greater than 81%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Over A Week
Customer Service	3.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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A C.Layton

225

Anonymous

Anonymous // 01/01/2019

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

“Two-stars at the moment, as I feel that these issues need highlighting to warn people. I'll edit, as things progress. I ordered on July 3rd and paid with PayPal. This uses an email address that I use just for PayPal, for security reasons. I did not hear from them, so sent an email (from my personal email address, replying to the order receipt so it's clear which order it refers to) on July 7th asking for an update (and a refund on the delivery fee charged in error), and a follow-up on July 14th. I eventually heard from them on July 20th, with a number of a logistics partner to ring. Tower did process a refund for the shipping fee (received on July 28th - thank you). I rang the logistics partner on July 20th. They were excellent, and arranged delivery for July 22nd. The logistics partner commented that the PayPal checkout had not given them contact details for me (to arrange delivery), so they had requested that off Tower. Tower had not responded to them. The item (a BBQ) arrived on July 22nd, but was scratched in places, dented in other places, and - critically - several manufacturing issues and missing parts that made it impossible to assemble. I suspect they sent me a previous customer return of a faulty product, but can't be sure. I sent two emails on July 23rd, with photos to document the problems and request a replacement or refund. I sent a reminder, asking for an update, on July 29th. I did eventually hear (after posting my initial review here, and escalating the issue via resolver.co.uk - I recommend that!). I am now awaiting the replacement, and will update later. I suspect that they are overwhelmed, but communication could be clearer, and for a high cost item I would expect better. The service I received has been in breach of their own T&Cs, and in breach of The Consumer Rights Act 2015, which is a minimum standard that can be expected, even in Covid times. As Tower have no complaints process, and a customer service department that is overwhelmed and/or non-responsive, it is a frustrating experience. I would therefore urge caution - I think the company have some technical issues with emails; a backlog of emails that they seem unable to get through efficiently; and some dodgy stock amongst other products. So, if you order, and the contact details go through, and the product is good quality, then you'll be fine. However, if there are any issues with the order or the product, then I suspect you will have a long wait for any replies, that is bound to be very frustrating. So, if you need something to arrive (intact) soon, then I would choose elsewhere for now... I really feel sorry for the staff, who must be super-stressed, but there must be a better way than the current situation, that is upsetting so many customers.”

Helpful Report

Posted 3 years ago

Hello Andrew, Thank you for your review. We're sorry to hear that you are unhappy with our service. Unfortunately we are extremely busy at the moment and did not have chance to reply to your email but as soon as I got information off our sales team that we didn't have the information that we require to get your order sent out to you I emailed you. I did refund you your delivery charge as soon as you mentioned that you had been charged for delivery. As you have been emailing into us with two different email addresses your previous email to us was not picked up. We are looking into why PayPal did not pick your phone number up from your order, please note that this is something that will be revised in the future. I have personally emailed you to hopefully resolve your issue so if you could reply back with your desired outcome that would be great. Take care, Carina @Towerhousewares

Posted 3 years ago

“Why offer next day delivery when it doesn't exist from Tower.”

Helpful Report

Posted 3 years ago

Hello. Thank you for your review. We're so sorry that your order hasn't yet arrived to you. I can see that my colleague has now been in contact with you and will be updating you further. Take care. Carina @Towerhousewares

Posted 3 years ago

“Purchased a new Presto Evaporative Air Cooler today. Having set it up I notice the x 2 ice packs are missing. Annoying, it is 28 degrees today. I have reported this via email - all staff are working from home. If I receive the missing packs in a timely manner and the cooler works effectively I will upgrade this score. Take note staff I can be very irritating!”

Helpful Report

Posted 3 years ago

“Sensor Bin lid broke within a month. The whole lid of the bin is very disappointing. Very plasticky and cheap compared to the body of the bin. And there is no easy way to use your warranty or contact customer service.”

Helpful Report

Posted 3 years ago

Hello Oliver, Thank you for your review. You can contact us at customerservice@towerhousewares.co.uk and one of our agents will get back to you and hopefully resolve your issue. Take care. Carina @Towerhousewares

Posted 3 years ago

“Timer knob is broken”

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Posted 3 years ago

“Timer broke on my air fryer... Still sort of works though but can't time it and it stays on all the time. Warranty ID - 40110 Only 5 months old...”

Helpful Report

Posted 3 years ago

Hello Ben, Thank you for your review. We're sorry to hear that your timer dial has broken. Unfortunately at this moment in time we do not have have any spare dials to send out to you. Take care. Carina @towerhousewares

Posted 3 years ago

“Products are fine , such a shame that like most other websites finding your way around them are a nightmare. I want to extend my warranty, but no directions as how to do this. Do we just have to guess?. Please get someone with COMMON SENSE to sort this.”

Helpful Report

Posted 4 years ago

“I ordered the brushed steel version, & got black! Adding insult to injury, when I registered the guarantee, entering the model number gave me a pic of the brushed steel version that I didn't actually get. Tried entering the only other number on the base (no "serial number" shown) but that wasn't accepted. And as if that wasn't enough, enclosed paperwork offered a FREE extended guarantee, but on registering, got just the standard. I will never buy a Tower product again. Especially as it was only when I turned it upside down to try & find the (non-existent) serial number, I found it was made in China. I haven't knowingly bought Chinese-made products for 40+ years & think that where your products are made should be obviously stated on your website. There was also no free delivery, as promised when I started the order. VERY disappointed customer.”

Helpful Report

Posted 4 years ago

“u didnt honour yr guarantee even after a few weeks. my product looks good however doesnt pick up very well even on high setting. its th most ive ever paid fr a vacuum cleaner and still i hv t pay fr a second filter. ill go back t cheaper products in future because this is an excellent con. be ashamed of yr selves. as a pensioner i cant go back and forward t th place i purchased this from. i dont hv a car. with covid lockdown this is too difficult. i cant keep paying out fr things that dont work and t companies that are not genuine. th reason u got any stars was fr the look of th product (unsincere marketing) and fr customer service. ie quick response and giving a reply. even excellent employees cant help customers when th company is just interested in making dishonest profits. reported tower company t Ofcom. lin hunter”

Helpful Report

Posted 4 years ago

“Bought a on 26/12/20 a 31L Touch Control Microwave it arrived on ok, so I filled the warranty form in should be 3 yrs warranty but it only confirmed a 1 yr warranty .the reason I bought this Microwave was the extended warranty . I have had one of these before when it was labeled Daewoo and it did me good service ,I have e-mailed twice got auto reply ,but no reply to the query also rang up and office closed due to covid they are quick enough to except an order and take your money . it is now 07/01/2021 more than enough time to reply with a adjusted date on warranty hope you can communicate with me and get this sorted before 28 days are up”

Helpful Report

Posted 4 years ago

Hi Mr Kaye, I have just sent you a private message with detail requests. Look forward to hearing back from you. DJ

Posted 4 years ago

“I ordered the Scandi pan set, kettle and toaster and I am really disappointed with the quality. The products arrived damaged. Some of the pans are chipped, one of the handles is scratched, the frying pan isn't round and there are marks on the kettle which I can't get off. Not to mention the boxes arrived in a poor state. I am currently waiting for customer services to get back to me to arrange a full return and refund as I definitely will not be using these products. I can only speak for the products I bought so if you are thinking of buying the scandi sets then please do take into consideration they could arrive damaged, the pans and appliances are all very light and feel of poor quality. On a positive note, they arrived pretty quickly.”

Helpful Report

Posted 4 years ago

“I purchased the 5 Piece Damascus Patterned Knife Set Mirror Black. The holder is a bit flimsy and looks cheap, but is good for saving space. Unfortunately one of the blades on the smaller knives came out after only a few uses and I had to glue it in.”

Helpful Report

Posted 4 years ago

“1st delivery sent back box was damaged and had obviously been opened! 2nd box damaged on delivery and again showed signed of box been opened prior to delivery but in exasperation we excepted it. Very disappointed.”

Helpful Report

Posted 4 years ago

“Cannot phone. Won’t go through cannot extend warranty. Just goes to reviews. It says to ring if you have a problem how can you if can’t get through all I want is a simple answer to one question regarding new purchase”

Helpful Report

Posted 4 years ago

“I am quite disappointed with my tower hotplate. It is a great product, but a week after the manufacturer's warranty expired (1 year) it just stopped working. Unfortunately I did not know i could've registered for an extended warranty.”

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Posted 4 years ago

“Purchased a steamer, followed the instructions regarding registering extra 2 years guarantee, clicked on extend guarantee, came up with a message saying I have been sent an email to the email I have provided, problem is I did not provide one, hows that work then?”

Helpful Report

Posted 5 years ago

“Impossible to find your item in the drop down list provided. Literally 1000 items so gave up. Will have to take a chance it don’t go wrong. Brilliant air fryer so far. No chance at all extending the warranty.”

Helpful Report

Posted 5 years ago

“The Rose Salt and pepper gift was delivered, the box was damaged top and bottom, it was sent out in a plastic bag instead of a box, causing the damage Not impressed.”

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Posted 5 years ago

“Tower 10 cup Coffee Maker T13001 - I bought this coffee maker from the Range in June 2019. On first use it made a very high-pitched whining noise which could be ignored as it is used in the utility room and we can shut the door. It was so high-pitched my husband could not hear it. It made coffee efficiently and easily but stopped working today 20/10/2019. There was no problem with the shop replacing it but on switching on the replacement, again there is a very high-pitched whine. I will continue to use it but am anticipating another short period of use before having to invoke the warranty. Disappointing.”

Helpful Report

Posted 5 years ago

“All seems very cheap, especially the price you pay. Nearly £100 for a bin where the lid is a thin piece of plastic. Rose gold kettle colour is completely different compared to the rest, wobbles when on stand. Looks good until you buy it. My whole kitchen is rose gold tower appliances, I wish I chose something more reliable like Russell Hobbs”

Helpful Report

Posted 5 years ago

Hi Ryan, We are very sorry to hear of your experience, if you'd like to email us on customerservice@towerhousewares.co.uk our team would love to help resolve this for you. If you could include any supporting images it would be greatly appreciated. Ultimately, we hate letting any customer down and I'm really sorry that you have had this experience. Please accept my apologies for any inconvenience caused. We look forward to hearing from you. Kind regards, Nicole Tower Customer Care

Posted 5 years ago

Tower is rated 4.2 based on 5,456 reviews