Tower Reviews

Name: Tower
Rating: 4.14

4.1 Rating 5,828 Reviews

79 %

of reviewers recommend Tower

4.1

Based on 5,828 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 72%
Accurate And Undamaged Orders	Greater than 80%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Visit Website

Phone:

0333 220 6066

Email:

customerservice@towerhousewares.co.uk

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Tower 5 star review on 11th January 2026

Anonymous

Tower 5 star review on 13th December 2025

RobManning

263

Anonymous

Anonymous // 01/01/2019

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

“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 3 years 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 3 years ago

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

Helpful Report

Posted 3 years 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 3 years ago

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

Helpful Report

Posted 3 years 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 3 years ago

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

Helpful Report

Posted 3 years 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 3 years 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 3 years 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 3 years 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 3 years 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 3 years 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 3 years ago

“I paid extra for next day delivery and 3 days later I do not have items but they want review. Nonsenses.”

Helpful Report

Posted 3 years ago

Hello Dr Grudzien-Allsobrook, We were disappointed to read your comments about your order and delivery experience. Having investigated your enquiry I can confirm your order was received on Friday afternoon after the next day delivery cut off time had passed. As shown on our website at the point of your order, this means your delivery would be the next working day. I trust this clarifies the delivery timescales. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“I paid for a next day delivery but it took 7 days I then wanted to change my delivery address but I’m not sure what happened then I was told it was not delivered and I will get a refund.”

Helpful Report

Posted 3 years ago

Hi Many thanks for your valuable comments about your recent delivery experience. I was sorry to learn of the delays you have encountered. Having had the opportunity to review your enquiry I can see your order missed the cut off time approaching a weekend period for next day delivery as well as the delivery address initially being a PO Box number. To ensure your enquiry is concluded fully I have arranged for one of our Customer Service Team to contact you shortly. It only leaves me to apologise once again for any inconvenience you may have experienced. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“I was told that my return and refund would take '3 working days' to be processed. My return package was delivered to Tower warehouse 7 working days ago and I still haven't heard anything about it yet. The kettle I was returning was also of poor quality. The 'Tower' tag was peeling off on one side of the kettle body.”

Helpful Report

Posted 3 years ago

Hi Thanks for taking the time to leave your valuable comments about the return of your Tower product. Here at Tower we welcome our customers comments and feedback - every piece of feedback received is reviewed allowing us to improve our products and services. Having had the opportunity to understand your enquiry I was pleased to learn your refund has been processed. It only leaves me to sincerely apologise for any delays or inconvenience caused. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“Why have Tower not recalled the 2l manual air fryer considering reports of the item spontaneously bursting into flames? It is what happened to ours and clearly to others before us. Clearly not concerned for customer wellbeing and safety. Also check out report of fire in press recently. Friends and family have thrown their Tower Air Fryers away. https://www.thesun.co.uk/news/21757117/urgent-air-fryer-warning-burst-flames/?utm_source=sharebar_app&utm_medium=sharebar_app&utm_campaign=sharebar_app_article”

Helpful Report

Posted 3 years ago

“Still awaiting a response for my order placed on the 7th April still pending even though I have made a payment. Emailed twice now with no response.”

Helpful Report

Posted 3 years ago

HI Thanks for taking the time to leave your valuable comments. We were disappointed to read your comments about a lack of response from Tower - when you messaged our Customer Services Team you will have received a response confirming when you can expect a response from us. In addition we politely requested not to send any duplicate messages as this only hinders our ability to effectively resolve your enquiry. I can confirm a response and update will be provided to you very soon. It only leaves me to apologise for any inconvenience you have perceived. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“How long do you have for the Easter holiday? Sent email to customer service and they said they are on Easter holiday, this was today. Have not received my complete erodes. Not impressed.”

Helpful Report

Posted 3 years ago

Hi We were disappointed to read your comments. The message you received was an acknowledgement of the receipt of your communication - it also confirmed the timescales as to when you could expect a response from us. Having investigated your enquiry your communication was sent at 15.38 yesterday and we have provided an update to your enquiry well within this timescale. In addition due to the size of your order it was delivered in 2 phases with delivery tracking showing all parcels have now been successfully delivered. It only leaves me to offer my personal and sincere apologies for any inconvenience you feel may have been caused. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“Brought an air fryer a month ago and it’s started smoking when I was cooking my kids dinner! Can someone get back to me please! Paid a lot of money and I’m extremely disappointed!!!”

Helpful Report

Posted 3 years ago

“Bought the air fryer months ago. Happy with that but bought the frying basket separately many weeks ago, tried it for first time today. It doesn't rotate. It should be included with the Air fryer. Complete waste of my money.”

Helpful Report

Posted 3 years ago

“Got my first air fryer and it over heated. The fan was stuck solid. Got a replacement two weeks ago. Last night put 2 burgers in went to turn them over after ten mins and looked at the bottom of drawer compartment and it was on fire. Took that one back. So not sure to leave unattended for a minute with final replacement”

Helpful Report

Posted 3 years ago

“I purchased the Tower Air Fryer T17038 2 years ago. In less than 10 months the knob controlling the timer broke. Amazon kindly replaced the entire oven. Just over 12 months later the knob on the new machine broke again. This time I reported it to the Tower customer service. I am not happy with how they have responded. I quote "It's with regret that this item is currently out of stock and furthermore, We do not have a date to when we will be receiving stock of the desired item.I apologise for any inconvenience or disappointment this may cause. I hope this helps and may there be anything else you need assistance with, please do not hesitate in contacting us." So issue not resolved and a perfectly good oven now un-useable because the company cannot supply a simple plastic knob??”

Helpful Report

Posted 3 years ago

Hello Ivan, Thanks for taking the time to leave your valuable comments about your recent contact with Tower. I was sorry to read your comments that your enquiry had not been resolved to your satisfaction. Here at Tower we readily welcome our customers valuable comments and feedback with every constructive piece of feedback being fully investigated to establish how we can handle our customers enquiries better in the future. Having had the chance to review your communications I have arranged for one of my Customer Services Leadership Team to contact you to fully resolve your enquiry. It only leaves me to sincerely apologise for any inconvenience caused in the shortfall of our normal high standards of service you have encountered. Keith - Group Customer Services Manager

Posted 3 years ago

“Have a fault with brand new product just purchased did not work first time using it Cannot get through to customer service having tried for 3 days by telephoning !”

Helpful Report

Posted 3 years ago

Hi Elizabeth, We were disappointed to read your review. Our Customer Services Team do not work across a weekend period - when we are open we do offer a telephone service. As we have not received any further communications from you I have arranged for one of our Customer Services Team to contact you to understand the specific nature of your enquiry. It only leaves me to apologise for the issue which has occurred with your product. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“Order never came lost my order then offered me a replacement or refund still awaiting a reply these guys only have email customer service and only reply with 1 message every 3 to 4 days do not purchase anything with this company directly”

Helpful Report

Posted 3 years ago

Hi We were disappointed to read your comments about your recent contact with our Customer Services Team. As part of our Continuous Improvement Strategy we always investigate our customers comments and wherever required provide a balanced response. I was sorry to learn your parcel was lost within our courier partners network. I can confirm we do operate a telephone service for our customers to contact us via this channel. When you contacted us via email we did provide an acknowledgement to your enquiry and provided an indication of the timescales associated to when we would respond. In addition we politely requested to avoid sending duplicate messages as this only hinders our ability to effectively resolve your enquiry. Our first response was made to you within 48 hours of your initial enquiry. Following this response we received a further 5 emails from you within 3 days. I was pleased to learn one of my Customer Services Team have been in contact with you and fully resolved your enquiry. It only leaves me apologise for any perceived shortfall in the service we have provided to resolve your enquiry. Regards Keith - Group Customer Services Manager

Posted 3 years ago

“I'm so very disappointed with my Tower air fryerits not even a year old and all the non stick coating has started to peel off . Then yesterday I plugged it in to cook and it blew my whole fuse box . It cost me the whole day with no electricity. An engineer finally fixed the fuse box at 5pm . He tested my air fryer and said it was definitely the cause . It now doesn't work at all . I'm very sad about this”

Helpful Report

Posted 3 years ago

Tower is rated 4.1 based on 5,828 reviews