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	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

237

Anonymous

Anonymous // 01/01/2019

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

“Air Fryer set on fire and have emailed customer service about this twice - no acknowledgement or response! Shocking!”

Helpful Report

Posted 1 hour ago

“I ordered an electric bbq grill on the 7th of July at checkout it said 3-5 working days it’s now the 20th of July and still not received my item. It was intended for this weekend for a birthday party. I have messaged a few times through the customer service email, but no response at all. I’ve looked and looked on website but no telephone number. Evri have been waiting for it since Tuesday 8th July, still saying expecting it soon on evri.”

Helpful Report

Posted 3 days ago

Dear Jen Many thanks for your valuable review. At Tower we always welcome our customers feedback as this allows us to review and wherever needed improve upon the products and services we provide. I was sorry to learn of your delivery experience. Our courier partners work extremely hard to ensure our customers receive their orders safely. On rare occasions a parcel may go astray within our courier partners network-sadly this occurred with your parcel. One of our Customer Services Leadership Team have been in contact with you in a bid to resolve your enquiry and to acknowledge your concerns. It only leaves me to offer my sincere and personal apologies for the inconvenience you have experienced. Keith - Group Customer Services Manager.

Posted 1 day ago

“I would love go review it but I haven't received it nor have I had any response from tower where my order is or when it is arriving”

Helpful Report

Posted 6 days ago

Hello Noreen I was sorry to read your comments about the delays with receiving your order. At Tower our customers feedback is so important to us as it allows us to review and wherever required improve upon the products and services we offer. I was delighted to read one of pour Team have resolved your enquiry in full with a replacement product being dispatched to you. Once again please accept my sincere and personal apologies for the inconvenience you have experienced. Keith - Group Customer Services Manager

Posted 1 day ago

“When it got delivered the box was destroyed and the air fryer hard scratch at the bottom and the customer service is taking too long to sort things out”

Helpful Report

Posted 2 weeks ago

Dear Peter Many thanks for your valuable comments. Here at Tower we always welcome our customers feedback and comments. I was sorry to learn of the unacceptable condition in which your Air Fryer was delivered - rest assured we will be addressing your poor delivery experience with our courier partners. Having reviewed your enquiry I was pleased to learn your enquiry has now been concluded to your satisfaction. It only leaves me to offer my personal and sincere apologies for your recent experience. Keith - Group Customer Services Manager

Posted 1 week ago

“My air fryer was recalled and the recall process was easy and straight forward and dealt with quickly. However the replacement that turned up I can only imagine is a product that wouldn’t sell!! I think they call the colour ‘latte’ but it’s basically beige!! I contacted tower and basically got told tough luck and they’ve met the terms of recall!! And the alternative option of an £80 wouldn’t have got an air fryer to the same spec!! Not happy!!”

Helpful Report

Posted 3 weeks ago

Dear Amanda, Many thanks for taking the time to leave your valuable comments. Here at Tower our customers comments are very important to us as they allow us to review and wherever required improve upon the products and services we offer. I was sorry to learn your Air Fryer was one of those products impacted by our voluntary Recall programme - at Tower the safety of our customers is of paramount importance to us. Replacement Air Fryers are based upon the specification of a customers existing Air Fryer - indeed many of our customers have been delighted to receive an upgraded model of Air Fryer. Our Customer Services Team are always available to help our customers and having reviewed your communications with our Team have we have not responded to your enquiry with 'tough luck' One of our Team will be contacting you very soon to clarify your comments and also to establish how we can help further. Kith - Group Customer Services Manager.

Posted 1 week ago

“The customer service response time is inadequate. I sent an email three days ago and have not received any reply. At this rate, I might not get a response until next month. Additionally, the website needs updating to improve its efficiency. Orders cannot be modified or canceled without contacting customer service, which also does not respond. It takes several days to prepare orders, and items I ordered are still pending after four days. If the online service is not functioning properly, it would be better to shut it down.”

Helpful Report

Posted 3 weeks ago

Hi Thanks for taking the time to leave your comments. Customer comments allow us to review and wherever required improve upon the products and services required - comments also allow us as a business to provide a balanced and accurate response to the original comments left. When a customer contacts our Customer Services Team we always acknowledge safe receipt of their message as well as providing a timescale as to when a response will be provided - having reviewed your communication we responded to your messages well within the timescales quoted. Our website is used by thousands of customers everyday to view our products and place orders with ourselves - we always request our customers take care to avoid having to cancel an order immediately after it is placed - sadly you wished to cancel your order shortly after it was placed. One of our Team remain in contact with you to establish what you wish to happen with your order and we await your reply. Keith - Group Customer Services Manager.

Posted 1 week ago

“The cooking set is advertised as non scratch and durable but clearly being in a boy was enough to scratch it. Product was received with scratch on one of the pans. I did not bother unwrapping the rest of the product.Very disappointing!”

Helpful Report

Posted 4 months ago

“My Tower Air Fryer was recalled back in April due to it being a fire hazard. I followed the instructions and was advised I would receive a replacement. After waiting over a month I followed up with an email. It was only then I was offered the 7.2L Digital Air Fryer 1650w as what they previously offered was a lower spec and not suitable for me and my family. It is now nearing the end of June and I am still without my Air Fryer as I was required to cut the power cord and send pictures of this as evidence, which I did. The tracking information provided to me shows the parcel keeps getting "lost" or returned to sender, with no explanation. I have chased this up with Evri the delivery service with no luck. They keep telling me to get in touch with the sender. I would greatly appreciate it if somebody at Tower could ensure that my 7.2L Digital Air Fryer 1650W is sent to my Dublin, Ireland address and ensure that it will not be returned to sender. Please can someone at Tower contact me to resolve this very frustrating issue.”

Helpful Report

Posted 1 month ago

Hello Kyle Many thanks for taking the time to leave you valuable comments. I was sorry to learn of the rare issue with your parcels delivery. Rest assured one of our Customer Services Team is working hard with our courier partners to resolve your enquiry and ensure your parcel is delivered safely. In the meantime thanks for the patience you have shown. Best wishes Keith - Group Customer Services Manager

Posted 1 month ago

“Worst steam mop ever! Bought the RSM16 more for a mop than all the other gadgets and it’s awful! So poorly made with so much movement in the handle trying to manoeuvre the mop. The toggles on the pads are such poor quality you can’t tighten it enough to actually stay on as it just loosens and falls off. Wouldn’t waste your time, stick to a regular mop”

Helpful Report

Posted 1 month ago

Hello Many thanks for your review for your Steam Mop. I was sorry to read our popular Steam Mop didn't meet your personal expectations. Here at Tower we are proud of our product range. Did you know that all of our products are supported by a 30 days money back guarantee as well as an initial 12 month warranty? One of our Team will be in contact with you to offer help and support to conclude your enquiry. Keith - Group Customer Services Manager.

Posted 1 month ago

“I bought a tower airfryer in March this year , the non stick tray is no longer ger non stick and the coating is peeling away , I have repeatedly e mailed to complain and request a new tray , it takes 5 working days for tower to get back to me and all I'm told is there is no stock available and keep checking back every 30 days , a worse customer service I've ever experienced, I'll never purchase from them again , stay away from this company would be my advice”

Helpful Report

Posted 1 month ago

Hello Phil, Many thanks for your valuable review regarding the rare issue with your Air Fryer. I was sorry to learn of the rare issue. In a bid to resolve your enquiry we did make an initial request for you to check back within 30days as we were expecting delivery of a spare tray which would have resolved your enquiry. As you contacted us with further details ahead of the 30 day period we moved to resolving your enquiry by providing a full replacement unit I trust this resolution is satisfactory for you and would like to offer my sincere and personal apologise for any inconvenience caused. Keith - Group Customer Services Manager

Posted 1 month ago

“Avoid. Purchased kamado XL. Came without brackets for side tables and handle . Customer service ignoring emails. After 1.5 month got brackets for handle , and 2 brackets for side tables, which are from different sides , and still can't use fully”

Helpful Report

Posted 1 month ago

Hello Tautvis Many thanks for your valuable comments regarding the missing parts for your BBQ. This is certainly a rare issue and I must offer my personal and sincere apologies for this. Rest assured steps are being taken to source the required parts for your BBQ and our Team will be in touch once they are received. Thanks for your patience. Keith - Group Customer Services Manager

Posted 1 month ago

“Mop arrived wet with water dripping out and the mop end was covered in crumbs / dirt. Has been 2 weeks and still haven’t had this issue resolved.”

Helpful Report

Posted 1 month ago

Hello Many thanks for taking the time to leave your valuable comments. I was sorry to learn of the rare condition in which your product was received - this is indeed a very unusual incident as all of our products are brand new. We did acknowledge and write to you with options to resolve your enquiry with us however as of today we are awaiting your response as to the options provided to you. In a bid to avoid any further delays one of our Managers has concluded your enquiry and confirmed the action we have taken. It only leaves me to apologise for any inconvenience caused. Keith - Group Customer Services Manager

Posted 1 month ago

“Never received lost parcel”

Helpful Report

Posted 2 months ago

“I received a damaged bin and contacted customer services immediately it took a week for them to ask for pictures and offer a tiny refund, still waiting for a response as would like a replacement”

Helpful Report

Posted 2 months ago

“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 1 month 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 1 month 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 2 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 1 month 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 2 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 2 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 2 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 2 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 2 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 2 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 2 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 2 months ago

Tower is rated 4.2 based on 5,563 reviews