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

“Worst steam mop ever! Bought the RSM16 more for a mop than all the other gadgets and it’s awful! So poorly made with so much movement in the handle trying to manoeuvre the mop. The toggles on the pads are such poor quality you can’t tighten it enough to actually stay on as it just loosens and falls off. Wouldn’t waste your time, stick to a regular mop”

Helpful Report

Posted 1 year ago

Hello Many thanks for your review for your Steam Mop. I was sorry to read our popular Steam Mop didn't meet your personal expectations. Here at Tower we are proud of our product range. Did you know that all of our products are supported by a 30 days money back guarantee as well as an initial 12 month warranty? One of our Team will be in contact with you to offer help and support to conclude your enquiry. Keith - Group Customer Services Manager.

Posted 1 year ago

“I bought a tower airfryer in March this year , the non stick tray is no longer ger non stick and the coating is peeling away , I have repeatedly e mailed to complain and request a new tray , it takes 5 working days for tower to get back to me and all I'm told is there is no stock available and keep checking back every 30 days , a worse customer service I've ever experienced, I'll never purchase from them again , stay away from this company would be my advice”

Helpful Report

Posted 1 year ago

Hello Phil, Many thanks for your valuable review regarding the rare issue with your Air Fryer. I was sorry to learn of the rare issue. In a bid to resolve your enquiry we did make an initial request for you to check back within 30days as we were expecting delivery of a spare tray which would have resolved your enquiry. As you contacted us with further details ahead of the 30 day period we moved to resolving your enquiry by providing a full replacement unit I trust this resolution is satisfactory for you and would like to offer my sincere and personal apologise for any inconvenience caused. Keith - Group Customer Services Manager

Posted 1 year ago

“Avoid. Purchased kamado XL. Came without brackets for side tables and handle . Customer service ignoring emails. After 1.5 month got brackets for handle , and 2 brackets for side tables, which are from different sides , and still can't use fully”

Helpful Report

Posted 1 year ago

Hello Tautvis Many thanks for your valuable comments regarding the missing parts for your BBQ. This is certainly a rare issue and I must offer my personal and sincere apologies for this. Rest assured steps are being taken to source the required parts for your BBQ and our Team will be in touch once they are received. Thanks for your patience. Keith - Group Customer Services Manager

Posted 1 year ago

“Mop arrived wet with water dripping out and the mop end was covered in crumbs / dirt. Has been 2 weeks and still haven’t had this issue resolved.”

Helpful Report

Posted 1 year ago

Hello Many thanks for taking the time to leave your valuable comments. I was sorry to learn of the rare condition in which your product was received - this is indeed a very unusual incident as all of our products are brand new. We did acknowledge and write to you with options to resolve your enquiry with us however as of today we are awaiting your response as to the options provided to you. In a bid to avoid any further delays one of our Managers has concluded your enquiry and confirmed the action we have taken. It only leaves me to apologise for any inconvenience caused. Keith - Group Customer Services Manager

Posted 1 year ago

“Never received lost parcel”

Helpful Report

Posted 1 year ago

“I received a damaged bin and contacted customer services immediately it took a week for them to ask for pictures and offer a tiny refund, still waiting for a response as would like a replacement”

Helpful Report

Posted 1 year ago

“Out of 7 items in the package only the two lids were undamaged. Each pan and frying pan was severely deformed and do not sit flat. I emailed Tower and also notified them on X but the first thing they have done is ask me to write a review! Unbelievably bad. Avoid. I’m now trying to get my money back!”

Helpful Report

Posted 1 year ago

Hello Suzanne Many thanks for taking the time to leave your valuable comments and image of the condition in which your pan set was received. Rest assured this will prove extremely useful when we address your experience with our courier partners. On behalf of our courier partners please accept my sincere and personal apologise. I was pleased to learn once your enquiry came to light with our Customer Services Team we acted quickly to resolve your enquiry by way of a replacement pan set. Once again please accept my apologies for any inconvenience cased. Keith - Group Customer Services Manager

Posted 1 year ago

“I ordered an air fryer on the 1st of May and it has not arrived. I spoke to a member of the team over a week ago who assured me they would find out why and update me but I have heard nothing. No reply to emails, impossible to speak to someone on the phone!”

Helpful Report

Posted 1 year ago

Hello Mr Pocock Thanks for taking the time to leave your valuable comments. Here at Tower we always welcome our customers comments and feedback. I was sorry to learn that your parcel had not been delivered within its expected timescales. Our courier partners work extremely hard to ensure thousands of our customers received their parcels safely. On rare occasions a parcel may go astray within pour courier partners busy network - sadly this was the case with your parcel. Efforts were made to attempt to locate your parcel without success so a replacement product was ordered for you which I'm pleased to learn has now been delivered to you. It only leaves me to apologise for the inconvenience you have experienced. Keith- Group Customer Services Manager

Posted 1 year 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 1 year ago

Hello Many thanks for taking the time to leave your valuable comments. Here at Tower our customers comments are always welcomed. I was sorry to learn of the delays in responding to your message during this busy time - one of our Team have written to you with an update and we look forward to hearing from you. Keith - Group Customer Services Manager.

Posted 1 year 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 1 year ago

Hello Brian H Thanks for your comments regarding the recent experience with Tower. I was sorry to read your comments. Here at Tower our customers comments are always welcomed by ourselves. Having reviewed your enquiry I can confirm your enquiry was delays as a result of you sending duplicate enquiries to us from different emails. Within our acknowledgement message we do make a polite request not to send duplicate messages as this only impacts on our ability to help you in the shortest possible time. I was pleased to learn one of our Team have contacted you and resolved your enquiry in full. It only leave me to offer my sincere apologies for any inconvenience caused. Keith - Group Customer Services Manager

Posted 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 1 year 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 year 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 1 year 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 year 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 1 year 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 year 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 1 year ago

Tower is rated 4.1 based on 5,828 reviews