Tower Reviews

Name: Tower
Rating: 4.17

4.2 Rating 5,448 Reviews

80 %

of reviewers recommend Tower

4.2

Based on 5,448 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 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Awful customer service.”

Helpful Report

Posted 1 year ago

Hi Rahul, We were disappointed to read your comments about our Customer Service. Here at Tower we are proud of the way our Customer Services Team look after our customers enquiries so well - having had the opportunity to review your communications with our Team it was disappointing that our response was not the one you expected. Our Team remain in contact with you regarding your secondary enquiry. Regards Keith - Group Customer Services Manager

Posted 1 year ago

“After about the 6th use it had a mind of its own, beeped alot and changed settings for draw two and settings around that button then shut itself off as that button was also close. Got a replacement and that did the exact same thing. It was not near anything behind so didn't oberheat and the peel off sticker from new was removed. Total dissatisfaction with the whole experience, will try Ninja next.”

Helpful Report

Posted 1 year ago

Hi Thanks for taking the time to leave your comments about your Tower Air Fryer. We were disappointed to read your comments as our Customer Services Team are always available to help where we can and we have no record of you contacting us. One of our Customer Services Team will be reaching out to you very soon to understand your enquiry further. It only leaves me to apologise for any inconvenience caused. Keith - Group Customer Services Manager

Posted 1 year ago

“Was good for the short time it lasted. Used 20 odd times over 8 months. Touch control then stopes working. Overall been a total waste of money.”

Helpful Report

Posted 1 year ago

Hi Carl, It was disappointing to read your comments about your Tower product especially as we have no record of you contacting our Customer Services Team for assistance. Many of our products are supported by a warranty scheme. Our Customer Services Team are always available to assist therefore one of our Team will be contacting you regarding your comments very soon. Regards Keith - Group Customer Services Manager

Posted 1 year ago

“Over the past 12 months I have had to buy 2 Tower Vortx Vizion 7L Digital Air Fryer Black Digital. After a few months both had the same fault where the internal light stopped working. Both times I went through the warranty process and both times Tower said that the warranty didn’t cover this fault, so the warranty isn’t worth the paper it’s written on and Tower customer service is appalling. Don’t waste your money and buy a different brand of air fryer”

Helpful Report

Posted 1 year ago

Hi Many thanks for taking the time to leave your comments about your Air Fryers. Here at Tower we readily welcome our customers comments as this allows us to review our processes and products as part of our Continuous Improvement Strategy. It also allows us to provide a balanced response to the comments left. Having reviewed all communications between yourself and Tower It was surprising to read your comments about the warranty not covering the fault and that the warranty isn't worth the paper it is written on. Our products are supported by a robust warranty scheme and indeed a faulty light is covered within your warranty. Your products were purchased via a 3rd party retailer who under the Consumer Rights Act 2015 hold the responsibility of your warranty for the first 12 months after purchase. On both occasions we have referred you back to the retailer to resolve your enquiry. It only leaves me to apologise for any perceived shortcomings you may have about our warranty process. Regards Keith - Group Customer Services Manager

Posted 1 year ago

“I have bought a fan from this company within one year the speed dailer from the top has come off not very happy. Really disappointed to turn the nob for it to work but instead it jus fall off.”

Helpful Report

Posted 1 year ago

Hi Waqas, It was both disappointing and surprising to read your review about your Tower fan. Here at Tower we pride ourselves on delivering quality products at affordable prices supported by great Customer Service. The surprising element of your review is we cannot trace any previous contact from you reporting an issue with your product. I have arranged for one of my Leadership Team to contact you very soon to see how we can help with your enquiry. It only leaves me to apologise for any inconvenience caused. Keith - Group Customer Services Manager

Posted 1 year ago

“Extremely frustrating and disappointing experience. I never received my item nor refund,post multiple follow ups even after 20+ days post my order . Would never recommend or purchase anything again from Tower.”

Helpful Report

Posted 1 year ago

Hi Many thanks for your valuable comments about the delivery experience of your recent order. I was sorry to read your experience was not a smooth one with the delays you encountered. Rest assured we hold strong relationships with our courier partners and your experience will be addressed with them. I was delighted to learn one of my leadership team have reached out to you and have arranged for a replacement product to be dispatched to you. It only leaves me to sincerely apologise the the inconvenience caused. Keith - Group Customer Services Manager

Posted 1 year ago

“Simply waste of money. Too much noice. Return requested but refused by company. As per them it is used now. Not happy at all.”

Helpful Report

Posted 1 year ago

Hi Many thanks for your comments. Here at Tower we welcome our customers feedback as it allows us to improve our products and services. It also allows us to provide a balanced response on behalf of Tower. I was disappointed to read your comments about your return request. Having reviewed your communications I can confirm at no point have Tower refused to accept your return request. Under the terms of your products warranty it does confirm if you no longer wish to keep your product you must contact us within 14 days and return your product to us in an unused condition in the original packaging and that there could be a handling fee as you no longer wish to retain your product. Our records indicate you did not accept the terms of our warranty and the return request information we provided remains outstanding. Regards Keith - Group Customer Services Manager

Posted 1 year ago

“Bought a new air fryer which tarnished within a couple of weeks. Tried to purchase spares which are not available yet and customer service couldn't even give a time when they will be in stock. Really disappointed would never purchase tower products again and will not recommend to anyone.”

Helpful Report

Posted 1 year ago

Hi Angela, Many thanks for your comments. Here at Tower we welcome customers comments and suggestions as this supports our Continuous Improvement Strategy. It also allows us to provide a balanced response on behalf of the organisation. I was disappointed and surprised to read your comments about your Air Fryer being tarnished after a short period of time. I can confirm safe receipt of your photographs you have forwarded to us - one of my Leadership Team will be contacting you very soon to confirm clarification of your enquiry and to provide details of how best to maintain and clean your Air Fryer. Regards Keith - Group Customer Services Manager

Posted 1 year ago

“I bought a mixer in March and 2 weeks ago the mixer stoped working. I reported this to you and you did not even have the courtesy to respond to me. I am still waiting to hear from you as to when you are going to replace the mixer. From the offset I should have returned the mixer because there was a fault in getting the top raised, but because I desparately wanted something to use at the moment I used it much to my distress. Can you kindly get in touch to settle this matter please”

Helpful Report

Posted 1 year ago

“I can’t get a spare filter . Tried going on line but couldn’t get it to connect to website If it’s going to be that complicated. I think it is false economy. Kettle is ok.”

Helpful Report

Posted 1 year ago

Hello, We are sorry to read your comments regarding not being able to obtain a filter for your Kettle. Due to the popularity of our products, we can sometimes not have stock of certain products. We have arranged for a member of our management team to reach out to look to see if we can obtain the required part. We look forward to speaking with you shortly in a bid to fully resolve your query. Best Wishes Tower

Posted 1 year ago

“I bought on a Friday paid for next day delivery, never arrived. Rang on the Monday to say it hadn't arrived and that I was leaving to live in Spain the next day said you would refund me and stop future payments but this hasn't happened”

Helpful Report

Posted 1 year ago

“Steam mop left my kitchen floor soaking wet, had to get on my knees to dry the floor. Literally used for 5 minutes. Everything back in original box and packaging, told no returns due to being used..why would I buy and not open? How would I know if it was any good or not?? Never had this before. Not a great example of Tower purchase for me I'm afraid....won't be using again. Now sat in the box in my cupboard...back to shark, more money but great products and customer service.”

Helpful Report

Posted 1 year ago

Hi Claire, Thanks for your comments. Here at Tower we readily welcome the feedback and comments from our customers. This allows us to review our products and processes as part of our Continuous Improvement Strategy. It also allows us to provide a balanced response to the comments left. I was disappointed to read about the difficulties you have experienced in using your product. Having reviewed our communications we did clarify that you can return your product. We did confirm your return may be subject to a usage fee should no fault be found with your product. We are awaiting confirmation from you as to whether you wish to return your product and we look forward to receiving your confirmation. I trust this clarifies the communication we forwarded to you. Regards Keith - Group Customer Services Manager

Posted 1 year ago

“Unfortunately it’s not great and I’ve been advised that I can’t receive a refund as it’s been used once. Currently now sitting in a box waste of £109 I’ve been told I can’t have a refund so can’t answer the refund question”

Helpful Report

Posted 1 year ago

Dear Rosemary, It was disappointing to read your comments about your return request for your Tower Vacuum Cleaner. I would like to take this opportunity to confirm that at no point have we mentioned that you are unable to have a refund for your product. To clarify the return / refund process one of my Leadership Team will be contacting you within the next 24 hours. Regards Keith - Group Customer Services Manager

Posted 1 year ago

“Ordered a bbq almost two weeks ago, not arrived and had zero communication other than the initial order email. Delivery was stated as ‘3-5 days’. Contacted their support twice and no reply - shocking there is no customer support phone number.”

Helpful Report

Posted 1 year ago

Hi Seb, Thanks for your valuable review. Here at Tower we appreciate our customers feedback and comments which allows us to amend our products and services wherever appropriate. It also allows us to provide a balanced response. Having reviewed your enquiry I must apologise for the delays caused by our courier partners - rest assured your issue will be addressed at our next service meeting. It was disappointing to read your comments about our Customer Service - on receipt of your message we did confirm the timescales as to when you could expect a response from us. In addition we did make a polite request not to send any duplicate messages as this only hinders our ability to respond to your messages in the shortest possible time. I was pleased to read we have been in contact with you inside our agreed timescales and provided details of your parcels tracking number. Regards Keith - Group Customer Services Manager

Posted 1 year ago

“Haven't received it, what's going on, extremely disappointed”

Helpful Report

Posted 1 year ago

Hi Sheila, Many thanks for taking the time to leave your valuable comments about your delivery experience. I was sorry to learn of the delays you have encountered and must offer my sincere and personal apologies. Our courier partners work hard to ensure thousands of our customers receive their parcels every day. On rare occasions items may go astray and when they do we have robust processes in place to resolve our enquiries as soon as possible. I was pleased to learn of of our Customer Services Team has been in contact with you to agree a resolution to your enquiry. Regards Keith - Group Customer Services Manager

Posted 1 year ago

“I never received my item. Now waiting on refund. I will never order from Tower again, customer service is atrocious.”

Helpful Report

Posted 1 year ago

Dear Charlotte, Thanks for taking the time to leave your valuable feedback. Here at Tower we readily welcome our customers feedback and comments which allows us to continuously improve our products and services. I was sorry to read about your poor delivery experience. Our courier partners work hard to ensure thousands of our customers receive their parcels safely and on time so your experience was certainly a rare occurrence. Rest assured this will be fed back to our courier partners at our next service review meeting. Arrangements have been made to process your refund - within our latest communication to you we did advise to allow up to 10 working days for your refund to be received back to the original payment method used at the point of your order. It only leaves me to once again apologise for any inconvenience caused. Keith - Group Customer Services Manager

Posted 1 year ago

“Faulty item no customer service response after 6 days. Don't use”

Helpful Report

Posted 1 year ago

Hi Thanks for leaving your valuable comments about your recent contact with Tower Customer Services. Here at Tower we readily welcome our customers feedback and comments as it supports our Continuous Improvement Strategy for our products and services. Comments also allow us to provide a balanced response to our customers feedback. Having investigated your enquiry personally I can confirm safe receipt of your message. Upon receipt of your message you will have received confirmation of when you could expect a reply from us. In addition we made a polite request not to send duplicate messages as this only hinders our ability to effectively respond to your enquiry in the shortest possible time. Sadly we have received 3 messages in total from you - one of our Customer Services Team will be contacting you within the next 24 hours which is well within the original response times we quoted on our acknowledgement message. It only leaves me to sincerely apologise for any shortfall in our customer service delivery you may have perceived. Regards Keith - Group Customer Services Manager

Posted 1 year ago

“Customer service turn around very poor. Bought a machine 29th April, on third "cook" we wanted to use Smart Cook and the machine just went mental, changing times, temperatures, switching the light on, then off, then on, etc. Kept beeping. Sent message via website, still waiting on first email return about the issue 9+ days later. (I also had a separate thread about a return and CS replied on the "problem" email about the return). Nothing in the manual to say if this is right (I doubt it as times and temperatures change on both fryers and the light comes on and goes off on its own accord in #2 which hadnt started cooking) No telephone number on the site, no LiveChat. So I have to wait and wait for a reply.”

Helpful Report

Posted 1 year ago

Hi Many thanks for your comments regarding your recent contact with Tower Customer Services. We were sorry to read your comments - all customer feedback is investigated to allow us to improve our products and services as well as allowing us to provide a balanced response. Our Customer Service Team are readily available to help our customers via email and telephone - our telephone contact details are shown in the User Manual of your product as well as your delivery invoice. Having had the opportunity to investigate your comments, upon sending your initial message to us we did acknowledge safe receipt of your enquiry as well as indicating when you could expected a response from us. We also made a polite request to avoid sending duplicate and chase emails as this only hinders our ability to successfully resolve your enquiry in the shortest possible time Sadly due to multiple messages being received from you this hindered our ability to resolve your enquiry. I am pleased to confirm we have contacted you today requesting additional information from you to allow us to resolve your enquiry. This message was sent within the original timescales we quoted to you when we received your first message. It only leave me to sincerely apologise for any perceived shortfall in the service we provide. Regards Keith - Group Customer Services Manager

Posted 1 year ago

“The seal was not what I needed so I had to buy another pressure cooker. I think the website is not very well designed to find the right part for the product you own.”

Helpful Report

Posted 1 year ago

“Product turned up broken due to poor packaging. Trying to communicate with the company to get replacements or a refund has not been made easy. Disappointed.”

Helpful Report

Posted 1 year ago

Hi Many thanks for your valuable comments about the delivery experience for your recent Tower order. I was sorry to see the damage to your product which is not to our usual high standards of delivery by our courier partners. Here at Tower we readily welcome our customers feedback and comments which allows us to improve our products and services as part of our Continuous Improvement Strategy. I was pleased to learn our Customer Services Team have been in contact with you within the agreed timescales we mentioned upon our initial acknowledgement of you reporting the damage. It only leaves me to sincerely apologise for any inconvenience caused. Keith - Group Customer Services Manager

Posted 1 year ago

Tower is rated 4.2 based on 5,448 reviews