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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Anonymous

Anonymous // 01/01/2019

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

“Ordered the whole tray. Just got a basket day 7 of waiting for a reply email as well. No description stating it was just a metal basket. And the picture used showed it as the whole tray.”

Helpful Report

Posted 2 years ago

Hi Thanks for taking the time to leave your review about your recent order experience with Tower. I was sorry to read about the missing part from your order. Everyday our warehouse team dispatch 1000's of our customers' orders to them - on the rare occasion that there is an issue we move quickly to resolve their enquiry. One of my Leadership Team have written to you today to resolve your enquiry fully. It only leaves me to apologise for any inconvenience caused. Keith - Group Customer Services Manager

Posted 2 years ago

“I haven't received it yet”

Helpful Report

Posted 2 years ago

Hi Carol, Thanks for leaving your valuable review about your delivery experience. I was sorry to read your comments. Rest assured we hold very close links with our courier partners. Your enquiry is being handled personally by our Customer Services Supervisor Samantha - she will provide an update very shortly. It only leaves me to apologise for any inconvenience caused. Keith - Group Customer Services Manager

Posted 2 years ago

“Ordered 2 Skewers and 2 rotating baskets. Got 1 of each. Couldn't raise a ticket in my account because the feature isn't currently working. Sent an email that didn't get any response. Had to tweet to get any response. Then had to.send a picture of the packaging?! Ended up ony receiving another basket as the skewers are out stock. Tower need to sort themselves out their customer service is rubbish. The Skewers seem ok. No instructions though and very poorly packaged”

Helpful Report

Posted 2 years ago

Hi Chris, Thanks for your comments about your recent experience with Tower Customer Services. I was sorry to read your comments. Having had the opportunity to review your enquiry in full I can confirm all messages received were responded to by our Customer Services Team within 48 hours. Due to the popularity of our Air Fryer range we have sadly sold our existing stock of certain accessories - a refund has been processed for the part of your order we were unable to fulfil. It only leaves me to apologise for any inconvenience this matter has caused you. Regards Keith - Group Customer Services Manager

Posted 2 years ago

“Cheap and cheerful Good offer of free delivery but these fans are no better than B&M”

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Posted 2 years ago

“We ordered 3 of these ... All different sizes each time and payed £5 for fast delivery each time. None of these fit our tower electric pressure cooker.”

Helpful Report

Posted 2 years ago

Hi Thanks for taking the time to leave your valuable comments. We were surprised to read your review as this was the first instance we were aware there may be an issue with your order. Here at Tower, our dedicated Customer Services Team are on hand to resolve any enquiry our customers may raise - one of my leadership team has messaged you today in a bid to understand your enquiry further. It only leaves me to apologise for any inconvenience caused. Keith - Group Customer Services Manager

Posted 2 years ago

“Brought Vortx 1.8L Manual Air Fryer in June 2021 from your website. Two days pass 1yr warranty the timer broke. Contact customer service who informed me has a 3yr guarantee if registered. However purchased advised it had been registered for warranty which I passed onto your customer service. I’ve not had any contact advising outcome since Wednesday. Your ref No 612618. Regards joy hewitt”

Helpful Report

Posted 2 years ago

Hello Joy. I was disappointed to read your comments. Having had the opportunity to investigate your enquiry I can see that an advisor responded to your email on Wednesday to which we received a further response from you on Thursday. Our last email to you was this morning and we await your reply. It only leaves me to apologise for any perception of poor service you have received. Regards Claire - Group Customer Services Manager

Posted 2 years ago

“this is not really a bad review ,just wondering why my air fryer wont light up, i bought it on april 13th , everything was great now it wont even light up?”

Helpful Report

Posted 2 years ago

Hi Diana. Thank you for your review, but can you please email your enquiry to customerservice@towerhousewares.co.uk Please include the model number of the Air Fryer (found on the rating label, usually on the base and it begins with a T) and purchase information and a member of the team will be happy to help you! Kind regards, Claire - Group Customer Services Manager

Posted 2 years ago

“Have not received it yet”

Helpful Report

Posted 2 years ago

Hi Peter, I was disappointed to read your review about not receiving your item. Your item was placed under standard delivery timescales which can take up to 5 working days - having checked your parcels tracking it shows your parcel is expected to be delivered today - which will be 1 day earlier than the 5-day delivery timescale. This was confirmed by one of my Customer Services Team to you earlier. Regards Keith - Group Customer Services Manager

Posted 2 years ago

“The machine didn't work no water went through to wash,and in the filter was all brown fluff,very poor was very disappointed as it was a good price, the return was worse. My son had to travel to st Neots as I couldn't carry it 2 shops refused it in the end a petrol station took it why can't you use Hermes who would have collected from house”

Helpful Report

Posted 3 years ago

Hi Joy, Thanks for your informative review. I was sorry to read your comments regarding the difficulties encountered with the return of your product. Rest assured we hold close relationships with our appointed courier partners for customer returns - I can see that the petrol station you mention in your review which accepted your parcel was indeed the closest returns outlet from your address. It only leaves me to apologise for any inconvenience caused. Keith - Group Customers Services Manager

Posted 3 years ago

“Been waiting over 2 weeks for my order,not having a good respose from customer service”

Helpful Report

Posted 3 years ago

Hi Shirley, Thanks for your comments regarding the issue you have experienced with the delivery of your parcel. Let me offer my sincere apologies for the inconvenience caused. Having had the opportunity to understand your issue I can confirm there was a problem transferring your parcel across to our courier partners. These issues are very rare. One of my Management Team Samantha has picked up your enquiry and has been in touch with options available to resolve your issue. Once again please accept my apologies. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“Bought a hand mixer and all good at first. Union Jack on the label, made me proud that we can still make good things. Then I read the small print on the label at the bottom of the box and, guess what It says: “Made in China”. How disappointing! Can we not manufacture any more? Must we rely on a country that is destroying Hong Kong and is completely oblivious to human rights!”

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Posted 3 years ago

“As I said there are no real instructions. Only really how to set it up. You list items, weights, time, and temperature but nothing to guide you as to what shelf! Does it matter? Yes if you want your chips either burnt to a crisp or done so that they're lightly tanned on the outside and light and fluffy on the inside. Or your steak either well done or rare! It matters. Plus compared to the same product under a different name in South Africa you AirOven only comes with half of the cooking utensils. They're obviously needed or they wouldn't make them and include them. Yes, English cooking is different to South Africa, but we live in a multi cultural society today that cook global recipes today. Maybe I've bought the wrong airfryer.”

Helpful Report

Posted 3 years ago

Hi Paul, Thanks for your valuable comments regarding our Airfryer. Here at Tower we always listen to our customer's comments and suggestions. As a result of some recent comments from our customers, we have developed a recipe book for our most recent Airfryer models. One of my Leadership Teams from Customer Service has messaged you today regarding your issue. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“I have the full set of pans! The rose gold has changed colour , the knobs on the saucepan lids hold water when being washed then the rims of the lids look awful after they have been used in cooking ! May be one yr old ! Really disappointed !”

Helpful Report

Posted 3 years ago

Hi Diane, Thanks for taking the time to leave your review - I was sorry to learn of the issues. One of our Leadership Team has messaged you directly and we are still waiting for your reply. We look forward to hearing from you. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“The customer service is not good I gave info thsy asked for but because I did not have proof of purchase as I was a gift and it was less than 12 months old they would not do anything sbout it I would not recommend tower”

Helpful Report

Posted 3 years ago

HI Thanks for taking the time to leave your review. I was sorry to read your comments. One of our Leadership Teams messaged you to understand your issues further however we are still awaiting your response. We look forward to hearing from you. Keith - Group Customer Services Manager

Posted 3 years ago

“Took a long time to resolve this. I had to buy a replacement kettle in the meantime. It was eventually resolved & a replacement is being sent. I also do not understand why you use a premium rate Telephone number.”

Helpful Report

Posted 3 years ago

Hi Dave, Thanks for your review. Having had the opportunity to read your review as well as investigate your communications with ourselves I can see our efforts to resolve your enquiry were delayed by multiple messages being received as well as you not being able to provide the warranty details for your product. Once these were passed across to ourselves we were able to resolve your enquiry fully for you. I can also confirm that our Customer Services contact number is not a premium rate number. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“I ordered kettle toaster and canister set when I opened the kettle it didn't have a filter fitted it came with one loose at the bottom of the kettle which didn't fit.so had to ring up customer service which then I had to email the several times to get it sorted of which I now have to wait another 7 to 10 days for delivery of the part that fits the kettle so ime a bit disappointed of the wait time as I waited 4 weeks for delivery .not a happy bunny at all sorry to say .Natasha was good at getting a new part. .”

Helpful Report

Posted 3 years ago

“I purchased a Tower cordless vacuum Invoice 12579 order number 13658 and their was a fault. I contacted customer services and Natasha was my contact, Ref 527329. We exchanged 17 e-mails and I provided all the information she asked.. I was informed that their was no replacement vacuum available until October. I said I could not be without the cleaner for that long so could I have a refund. Since asking for that I have heard nothing.”

Helpful Report

Posted 3 years ago

Hi Lynda, Many thanks for leaving your valuable feedback. Having had the opportunity to personally review your enquiry I can confirm we provided a resolution to you on 24th August by arranging to send a replacement Vacuum Cleaner to you. It only leaves me to personally apologise for any delays or inconvenience caused. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“Is just good not perfect”

Helpful Report

Posted 3 years ago

Hello, Thank you for your review, We're sorry to hear that you are unhappy with your product, if you can email into us at customerservice@towerhousewares.co.uk and mark for the attention of Carina, I will have a look into this further for you. Take care. Carina @Towerhousewares

Posted 3 years ago

“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.”

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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

Tower is rated 4.2 based on 5,448 reviews