Tower Reviews

Name: Tower
Rating: 4.17

4.2 Rating 5,437 Reviews

80 %

of reviewers recommend Tower

4.2

Based on 5,437 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 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Disappointed, as after feeling like ripped off. I failed to receive part of me order. 1st of all why do separate items for what you can't do without the base grill trays”

Helpful Report

Posted 2 weeks ago

Hello Christopher Thanks for your valuable comments which came as a surprise to us. Here at Tower we always welcome our customers comments and feedback. I was sorry to learn of the rare issue of the missing part for your product. When we were made aware of your missing part we took the speedy corrective action to dispatch the required part to you. This was dispatched prior to your comments being received. It only leaves me to apologise for any inconvenience caused. Keith - Group Customer Services Manager

Posted 1 week ago

“Still waiting to receive it”

Helpful Report

Posted 1 month ago

Hello Paul Thanks for your valuable feedback. I was sorry to learn of the delay with delivering your parcel to you. Our courier partners work extremely hard to ensure thousands of our customers receive their deliveries safely and on time. On rare occasions a parcel may go astray and when this does occur we act quickly to arrange for a replacement parcel to be dispatched. I was pleased to learn your replacement parcel is heading to you. Finally please accept my personal and sincere apologies for any inconvenience caused. Regards Keith - Group Customer Services Manager

Posted 1 month ago

“Ordered and paid for in stock items 3 weeks ago. Still at Evri. No action from customer service or carrier. Would give 0 star review if I could”

Helpful Report

Posted 2 months ago

Hello Thanks for your valuable comments. Here at Tower we always welcome our customers comments and feedback as this allows us to review and improve upon the products we offer. I was sorry to learn of your poor delivery experience. Rest assured we hold close links with our courier partners and your delivery experience will be addressed with them at our next service review. I was pleased to learn a member of our Team have been in contact with you and have resolved your enquiry. It only leaves me to offer my sincere and personal apologies for any inconvenience caused. Keith - Group Customer Services Manager.

Posted 2 months ago

“Unhappy with what I’ve received today. The baskets don’t line up with the top part of the air fryer and it’s come dented. The box it came in was upside down when delivered so I’m not sure what’s gone on.”

Helpful Report

Posted 2 months ago

“Bought the beautiful Rose Gold Tower Bin for my daughter as a Xmas present for her new home. It stated FREE bin bags with all bin purchases. I did not receive these so contacted Tower who I thought would just post them out to me. I was told I couldn't have these now as you have to buy them with the purchase. I never leave a negative review. I always contact the company to resolve the issue beforehand. However, I did contact them and they wouldn't send any out. Which is very disappointing to say the least. They were not helpful whatsoever and abrupt on the email.”

Helpful Report

Posted 4 months ago

“Arrived damaged. Waiting for a replacement”

Helpful Report

Posted 4 months ago

Hello Karen Many thanks for your comments I was sorry to read about the rare delivery experience with your order. Our courier partners work extremely hard to deliver thousands of our customers parcels everyday. Rest assured your delivery experience will be addressed with our courier partners. I was pleased to learn once we were made aware of the issue that our Customer Services Team acted swiftly to arrange for a replacement product to be delivered. It only leaves me to offer my sincere apologies for any inconvenience caused. Keith - Group Customer Services Manager

Posted 4 months ago

“If I could give Tower zero stars then I would. Never before have I been so disappointed with a company. They delivered an air fryer with a huge crack down the side of it and the only way of contacting them is by email, yet they do not respond to emails whatsoever. I have been emailing them for weeks now. And am now having to go down the route of writing to the ombudsman to try and get my money back. Never before have I complained about anything in my entire life. I am normally just the sort of person that puts up with things but this is poor customer service at another level.”

Helpful Report

Posted 4 months ago

Hello Rachel Many thanks for your valuable comments. Your review certainly came as a surprise to us. Your husband who placed the order was the primary contact with ourselves and all communications including instructions to resolve your enquiry have been made to his email address. Sadly all of these communications remain unanswered. We have in a final attempt to help with your enquiry have written to both you and your husband - we look forward to hearing from you. Keith - Group Customer Services Manager

Posted 4 months ago

“I wish zero stars was an option. My parcel was a week late as they use the worst courier (1 guess who that is...) and now it has FINALLY arrived the box is battered and so naturally I'm not happy about this. Your customer service has been appalling and despite asking THREE TIMES to make a complaint, I've been ignored every time. Responses are few and far between from the customer service email and when they come it's evident they have not even read the previous correspondence seeing as they don't answer ANYTHING which only increases my frustration. My suggestion would be to avoid TOWER at all costs if you value being treated fairly, they haven't even offered to refund my delivery charge.”

Helpful Report

Posted 4 months ago

Hello Helen Many thanks for your valuable comments about your recent delivery experience. I was sorry to read about this very rare experience. Our courier partners work extremely hard during these busy periods to ensure thousands of our customers receive their parcels - rest assured your experience will be addressed with them. I was pleased to learn your enquiry has now been fully resolved It only leaves me to offer my sincere and personal apologies for the inconvenience you may have experienced. Keith - Group Customer Services Manager

Posted 4 months ago

“Paid for next day delivery, hasn't arrived. Address isn't complete on Evri website but is on my invoice, so worried that it won't get any further in the delivery system. I've tried getting in touch but have been told it will take 3 business days to respond to me. Poor.”

Helpful Report

Posted 4 months ago

Hi Anonymous, Many thanks for your comments. I was sorry to learn of the rare delay with the delivery of your parcel during what is a busy time for our courier partners. Having investigated your enquiry it was so pleasing to learn your parcel has been delivered and because of the slight delay your next day delivery fee has been responded. Keith - Group Customer Services Manager

Posted 4 months ago

“My air fryer broke within a few months and customer services have been useless. They keep asking me to pick a new air fryer but only the cheap ones are in stock. Won’t send me an equivalent model.”

Helpful Report

Posted 4 months ago

Hello Mark, Thanks for taking the time to leave your review. Here at Tower we welcome our customers comments and reviews as they allow us to review and improve the products and services we offer. I was sorry to learn of the rare fault with your Air Fryer - due to the popularity of our Air Fryers at this very busy time of the year this has meant certain models have temporarily sold out. I was pleased to learn one of our Team have been in contact with you and have arranged to provide an upgraded model of Air Fryer to you. Kind regards Keith - Group Customer Services Manager

Posted 4 months ago

“My 12L airfryer just used for 5 months only and not work now. Raised request for replacement under warranty, at the first, CS told me will be dispatched within 24 hours....but after that just keep waiting and said no stock...”

Helpful Report

Posted 4 months ago

Hi Thanks for your valuable comments. Here at Tower we always welcome our customers comments and feedback as these allow us to improve the products and services we offer. During this busy time our popular products such as Air Fryers are in high demand. Sadly after reporting the rare fault with your Air Fryer your model went out of stock for a temporary period. One of our Customer Services Team contacted you to discuss alternative models but I was delighted to learn your model had returned to stock and a replacement Air Fryer was dispatched on an express delivery. It only leaves me to apologise for the short inconvenience you experienced. Keith - Group Customer Services Manager

Posted 4 months ago

“I paid £4.99 for next day delivery, ordered airfrier Monday evening and it is now Wednesday evening and still no delivery. Shocking service. Please do not tell me that Evri are working very hard to deliver 1000's of parcels...it's their job!! My contract is with you not your "trusted partners". I trust you will reimburse me £4.99 in full. First time buying from you and already you have let me down.”

Helpful Report

Posted 5 months ago

Hello Julian, Thanks for your comments which came as a surprise to us as your comments ere the first we were aware there was an issue with your delivery. Here at Tower we encourage our customers to contact us if things don't go to plan and we will be happy to resolve any enquiry presented to us. Now we are aware of your enquiry one of our Team have contacted you to resolve your enquiry in full . It only leave me to apologise for any inconvenience you may have experienced. Keith - Group Customer Services Manager

Posted 5 months ago

“Bought a Model T17088 Air Fryer, which still works fine, but the trays have fallen apart. The plastic that holds them to the handles has perished, resulting in the handles falling off. I have raised this issue only to be told that there are no replacement items to be had and that I will just have to keep checking every month to see if any are ever available. Not a great advert for your product. The fryer works fine but the trays will fall apart and you can't get hold of any replacement. I was hoping that I would be put on a waiting list and would be able to get replacement trays asap but to be told "Unfortunately, we do not have stock of the trays you require, and advise you to check back in 30 days or possible check websites such as Amazon and eBay." was not the proactive response that a customer focus company should give. I don't understand why you are risking a bad review over something like this, that could have been handled so much better!”

Helpful Report

Posted 5 months ago

“My air fryer melted, I sent it off to be checked by the team at tower and I have had no response in over a month. My phone calls and emails are being ignored, I'm a lot of money out of pocket and their customer service has been below standard. 2 months I have had no use of my air fryer and I have still not received a refund or any type of compensation, especially when it burnt me due to it overheating. Absolutely shocking.”

Helpful Report

Posted 5 months ago

Hi Thanks for your review. Here at Tower we always welcome our customers feedback and comments. I was sorry to learn of the rare issue with your Air Fryer - here at Tower our customers safety is always of paramount importance to us. In the rare event that a customer has concerns about the safety of their product we implement our robust process to have the product returned for our Quality Assurance Team to inspect. I can confirm your products inspection has now been concluded and one of our Team will be in contact very soon - rest assured we never ignore our customers messages and communications. It only leaves me to apologise for any inconvenience you may have experienced during this critical and detailed process. Keith - Group Customer Services Manager

Posted 5 months ago

“Terrible customer services, need retraining massively to meet customers needs, very robotic, 1st and last time we use this company , handled the missing item horrifically”

Helpful Report

Posted 6 months ago

“My order number is 10371-149125, i paid for next day delivery it is end of the next day and no delivery , no update on my order, My order still says it is pending.Why are you charging me for next day delivery and not sending it next day! I order it at 12.03 way before the 2pm deadline for next day”

Helpful Report

Posted 6 months ago

Hi Many thanks for your very valuable comments. Here at Tower we always welcome our customers feedback and comments. I was sorry to read about the rare delays with the delivery of your order. Our courier partners handled thousands of parcels everyday within their network. Having reviewed your enquiry I was pleased to learn your parcel has been delivered safely and the next day delivery fee has been refunded. It only leaves me to apologise for any inconvenience this rare issue has caused. Keith - Group Customer Services Manager

Posted 6 months ago

“I bought 12L airfryer. I just got it. It looks okay but it took nearly 10 days to be delivered. Awful experience and customer service policy. One lady finally could sort it out with Evri. This needs to be improved if they want to have a brand dignity.”

Helpful Report

Posted 6 months ago

Hi Many thanks for taking the time to leave your valuable comments. Here at Tower our customers comments are very important to us. Having reviewed your enquiry I was sorry to learn of the rare issue with the delivery of your parcel - our courier partners work extremely hard to ensure 1000's of customers receive their parcels on a daily basis. Once we were made aware of the slight delay with the delivery of our parcel our Customer Services Team acted quickly to ensure your parcel was located and delivered to you safely. It only leaves me to apologise for any inconvenience caused. Keith - Group Customer Services Manager

Posted 6 months ago

“Hi David I wish I could write a good review but when I received my airfryer it was cracked down the side and I had to have the hassle of returning it and have to now wait another week or more on another one coming I was extremely disappointed as my oven has been broken and that's one of the reasons I ordered this particular airfryer so as it's stands now I have haw no oven or airfryer 😔”

Helpful Report

Posted 7 months ago

Hello Tracy Many thanks for taking the time to leave your very important comments. I was sorry to learn of the damage upon arrival of your Air Fryer. Our courier partners work tirelessly to ensure thousands of our customers receive their parcels every day so your experience was very rare - rest assured your experience will be addressed with our courier partners. I was pleased to learn your replacement Air Fryer has been received and it only leaves me to sincerely apologise for the inconvenience caused. Keith - Group Customer Services Manager

Posted 6 months ago

“Never received it! Still waiting for a refund so 0 stars.One of the worst companies I have ever dealt with. Just about to chase to see where my money is!”

Helpful Report

Posted 7 months ago

Hello Robert, Many thanks for taking the time to leave your very valuable comments. Here at Tower we always welcome our customers feedback and comments as this allows us as a business to review the products and services we provide. Customer comments also allow us to provide a balanced response to the comments left. I was sorry you wanted to cancel your order. Upon speaking with our Customer Services Team Manager confirmation of the refund timescales were clearly provided to you - as of today we are within these timescales. I can assure you your refund has been processed in full and will be refunded to the original payment method used at the point of your order. Keith - Group Customer Services Manager

Posted 7 months ago

“I purchased a airfryer microwave and the airfryer rack and drip tray was missing. I contacted tower customer services and at first I was pleased to see they were willing to provide replacement parts, however after a few days wait I was advised there wasn’t any in stock. The customer service advisor offered me a replacement or a discount on the product. The replacement to be seemed a massive inconvenience to obtain a small missing part, especially as I used the product and destroyed the box. I asked if the part could be removed from another product but this wasn’t an option. At first Tower were only willing to offer a 10% discount but for some reason wouldn’t confirm if that would cover the costs of replacement parts so I declined asked for a bigger discount and that was declined. I then requested that the item be collected and returned and at that point tower doubled the discount and offered free replacement part when they were in stock and for me to email them to check this in 30 days. Which at first I was really pleased with. 30 days pass and I email Tower for the missing parts and I get a email that literally says “we don’t have any, try again in 30 days” I replied to say that Ineas really disappointed with this response and was given the option of returning the item for a full refund or being sent a replacement. I asked again if the part can be taken out of another product and was told no. I reminded the customer service agent I didn’t have a box as almost 2 months had passed and the agent offered to send the replacement and for me to use that box to make a return. I triple checked that sending me the parts alone from another box isn’t an option as I explained to the agent I would just be taking the parts out of the box and I would return the replacement rather than my used one, once again this wasn’t an option despite it being less hassle, less cost and less environmental impact as I assume tower would have to destroy my used product if I sent that back as they suggested. During the process of arranging this another agent dropped into the email chat (the 4th different one) to ask if I could print my own label and if I prefer posting of collection and I said collection but don’t forget after I have had the replacement. This agent replied to say we will only send the replacement when you return your old one - totally extracting what was offered and agreed just hours before. I requested contact details for the head of customer services/managing director during this email chain 3 times but not once where they given. Almost 2 months on from making a purchase I still don’t have all the parts, am going around in circles with different agents saying different things despite all correspondence in one email chain. It appears my only option will be to pursue a court claim or credit card chargeback against tower which is sad as the product could be great. Never again!”

Helpful Report

Posted 7 months ago

Tower is rated 4.2 based on 5,437 reviews