Tower Reviews

Name: Tower
Rating: 4.16

4.2 Rating 5,478 Reviews

80 %

of reviewers recommend Tower

4.2

Based on 5,478 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	3.2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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A C.Layton

226

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I have emailed three times over a period of 9 days without a response. I had an automated email to say they would respond within 48 hours! The lack of customer service is shocking!”

Helpful Report

Posted 7 hours 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 9 hours 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 15 hours 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 20 hours 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 1 day ago

“OMG this is the best air fryer the food comes out so tasty, looks fabulous in my kitchen, very happy”

Helpful Report

Posted 4 days ago

Hello Thanks for your wonderful comments about your Air Fryer from Tower. I was delighted to read about the delicious meals you have prepared. Keith - Group Customer Services Manager

Posted 4 days ago

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

Helpful Report

Posted 4 days 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 days 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 5 days ago

“I had a replacement air fryer after mine was on the recall list got in touch with Tower had replacement 3 days later very good service”

Helpful Report

Posted 5 days ago

Hello Fran, It was so pleasing that your recent Air Fryer replacement was handled in a smooth and efficient manner. If we can assist with any other enquiry in the future please feel free to drop us a message = we'd love to hear from you. Keith - Group Customer Services Manager

Posted 4 days 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 5 days ago

“Cordless vacuum cleaner has snapped and I have reached out to them by e-mail to ask if they would cover this under the extended warranty and I have waited over the 3 business days quoted in their automatic reply and have had no answer from them. I would like a reply either way so I know where I stand here.”

Helpful Report

Posted 5 days 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 5 days 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 5 days 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 12 hours 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 6 days 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 6 days 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 1 week 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 6 days ago

“Received my replacement air fryer after waiting 3 weeks! I was so excited to use it and I can’t because the power cord is a lot shorter than the old one and no longer reaches to the plug I have to use it :( please could you tell me if it is safe to use a extension cord with a air fryer?”

Helpful Report

Posted 1 week ago

Hello Nikita Many thanks for your kind words. I was so pleased to read your replacement Air Fryer has been safely received. I have arranged for one of our Customer Services Team to contact you very soon to answer your question. Keith - Group Customer Services Manager

Posted 6 days 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 1 week 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 6 days ago

“Great appliance 3 in one”

Helpful Report

Posted 1 week ago

Hello Michael Many thanks for your 5 star review of your Tower product. We hope you visit our website again very soon to check out our great range of products. Keith - Group Customer Services Manager

Posted 1 week 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 1 week 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 5 days ago

Tower is rated 4.2 based on 5,478 reviews