Tower Reviews

Name: Tower
Rating: 4.16

4.2 Rating 5,485 Reviews

80 %

of reviewers recommend Tower

4.2

Based on 5,485 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

228

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

“Stylish, great value, boils quick”

Helpful Report

Posted 11 hours ago

Hello Frankie Thanks for your wonderful review. It was great to see how your Tower Kettle has made a great addition to your kitchen. Thanks for your valuable order and for being such a great customer of Tower. Keith - Group Customer Services Manager

Posted 15 minutes 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 22 hours ago

“Wow! Got given a replacement due to a product recall and OH.MY.WORD. Just trying to find the right words to tell my gf I've fell in love with another....”

Helpful Report

Posted 2 days ago

Hello Spanner Many thanks for your 5 star comments. I was delighted to read how happy you were with your replacement. Thanks for your understanding and patience during this busy time. Keith - Group Customer Services Manager

Posted 10 minutes 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 days ago

“The air fryer had been replaced following a recall. The new one came very quickly and is great! It’s quiet, easy to use and cooks food beautifully. A bit bigger so we can get more in. Very pleased with the item and the service from Tower.”

Helpful Report

Posted 2 days ago

Hello Chris Many thanks for taking the time to leave your wonderful comments. I was delighted to read your replacement Air Fryer had been received safely If we can assist with any other enquiry in the future please feel free to drop us a message. Best wishes Keith - Group Customer Services Manager.

Posted 2 days 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 3 days 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 days 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 3 days 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 days ago

“Very happy with my Tower Air Fryer. Excellent service when needed replacement.”

Helpful Report

Posted 3 days ago

Hello Eleanor I was delighted to read about the excellent service you received following the recent replacement of your Air Fryer. Best wishes Keith - Group Customer Services Manager

Posted 2 days 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 4 days ago

Hi Thanks for your valuable comments regarding your recent BBQ order. I was sorry to learn of the condition in which your BBQ was received - rest assured this is unacceptable and will be addressed with pour courier partners. Our Customer Services Team have been working very hard to help our customers with their enquiries following the recent public holidays as well as the phenomenal interest shown in our products. One of our Customer Services Team have contacted you regarding your enquiry and to agree a suitable resolution to your enquiry. Please accept my personal and sincere apologies for any inconvenience caused. Keith - Group Customer Services Manager.

Posted 2 days 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 4 days ago

Hello Thanks for your review. I was sorry to read your review about your perception of a lack of customer service from Tower. When a customer contacts us we acknowledge safe receipt of our customers communication and we always provide a timescale as to when we will respond to your enquiry. We also make a polite request to avoid sending duplicate or chaser emails to us as they only impact our ability to respond to your enquiry in the shortest time. I was sorry you took offense at the timescales quoted and you proceeded to send multiple emails to us. Having checked your parcels journey I was delighted to learn your parcel had been safely delivered to you. Best wishes Keith - Group Customer Services Manager.

Posted 2 days 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 5 days ago

Hello Tina, Many thanks for taking the time to leave your valuable comments. Here at Tower all of our customers feedback is welcomed as it allows us to review and wherever appropriate improve upon the products and services we provide. Customer feedback also allows us to provide a balanced response to the comments I was sorry to learn you had an Air Fryer which was impacted by our voluntary Recall Programme. Here at Tower the safety of our customers is always of paramount importance. I was sorry to learn that the upgraded replacement model of Air Fryer was unsuitable and failed to meet your specific circumstances. Many of our customers have been delighted with their upgraded model. One of our Customer Services Team have been in contact with you to provide details of a more suitable Air Fryer specific to your personal requirements. Keith - Group Customer Services Manager.

Posted 2 days 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 5 days ago

Hello Thanks for your review left against our website. I was sorry to learn your Air Fryer was one of the products impacted by our Air Fryer Recall Programme. Having investigated your enquiry and review further I was pleased to learn you had contacted us to arrange a more suitable replacement model and this has been delivered to you safely. It only leaves me to thank you for the patience you have shown during this busy time. Keith - Group Customer Services Manager.

Posted 2 days ago

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

Helpful Report

Posted 1 week 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 1 week ago

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

Helpful Report

Posted 1 week ago

Hello Many thanks for taking the time to leave your second review If I can refer you to our response to your Trustpilot review where you attempted to make a claim for a faulty Air Fryer via our recent Air Fryer Recall Programme. As confirmed your model of Air Fryer was not one of the impacted Air Fryers and as you had chosen to dispose of the Air Fryer we were unable to assist with your enquiry. We have referred your review to our moderator for consideration Keith - Group Customer Services Manager

Posted 2 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 1 week ago

Hello Thanks for your valuable review. At Tower we always welcome our customers comments and feedback as they allow us to review and improve upon the products and services we offer. I was sorry to learn you were let down by our courier partners during this very busy time. Our courier partners work extremely hard to ensure thousands of our customers receive their parcel safely so your issue was very rare. One of our Customer Services Managers have arranged to contact you to dispatch a replacement parcel to you. It only leaves me to offer my sincere apologise on behalf of our courier partners for the inconvenience caused. Keith - Group Customer Services Manager

Posted 2 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 1 week ago

Hello Many thanks for your feedback regarding your recent experience with Tower. Here at Tower we are very proud of the excellent service we provide to our customers. I was sorry to learn you had difficulties in contacting us - when a customer emails us we do respond to confirm safe receipt of their enquiry as well as confirming a timescales as to when to will help with your enquiry. We also make a polite request to avoid sending duplicate or chaser emails to us as this only impacts on our ability to reply to your message in the shortest possible time. Thanks for your patience shown whilst we resolved your enquiry. Keith - Group Customer Services Manager

Posted 2 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 1 week 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 1 week 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 1 week ago

Hello Many thanks for your valuable comments and feedback. I was sorry to learn of the delays which you experienced in receiving your voucher following our voluntary Air Fryer Recall. Having investigated your enquiry I can confirm there was a technical issue in releasing your voucher to you - this was also impacted as a result of the fraud checks we have implemented within the recall process. I was pleased to understand your voucher has now been received safely It only leaves me to sincerely and personally apologise for the delays which have been experienced. Kith - Group Customer Services Manager.

Posted 2 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 1 week ago

Hello Lynsay C Thanks for taking the time to leave your review. I was sorry to learn of the rare fault with your Vacuum Cleaner. Here at Tower we are proud of our product range as well as our products supporting warranty which can also be extended free of charge for an agreed period of time. The warranty programme is subject to retaining certain documentation such as a proof of purchase and any extended warranty certificates. Sadly you could not provide any documentation to support a warranty claim but I was delighted you took advantage of the discount our Team offered to retain you as a valuable customer. It only leaves me thank you for your order and also the patience shown during this busy time. Keith - Group Customer Services Manager.

Posted 2 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 1 week ago

Hello Vernon Thanks for taking the time to leave your review. I was sorry to learn of the difficulties you experienced in contacting us via telephone during what has been a very busy time for Tower. Customers can contact us via a number of methods including telephone, email and social media. Having investigated your enquiry I was pleased to learn one of our Team had contacted you and your order had been safely delivered. Keith - Group Customer Services Manager

Posted 2 days ago

Tower is rated 4.2 based on 5,485 reviews