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

“After having received a recall refund for my faulty air fryer I have placed an order for a microwave only to have not received any updates on my order . I have called over 15 times only to get the same recoded announcement that everyone else seems to be commenting on . Can we get some updates please”

Helpful Report

Posted 1 year ago

Hello Vernon Thanks for taking the time to leave your review. I was sorry to learn of the difficulties you experienced in contacting us via telephone during what has been a very busy time for Tower. Customers can contact us via a number of methods including telephone, email and social media. Having investigated your enquiry I was pleased to learn one of our Team had contacted you and your order had been safely delivered. Keith - Group Customer Services Manager

Posted 1 year ago

“I ordered an Air Fryer directly via Tower housewares website on Apr 22 Tuesday. There was minimal communication on delivery timeline via email. To my pleasant surprise, product was delivered on Saturday but it arrived in a torn package. I emailed customer service on Apr 26 on what to do with it as I am unsure if the product is damaged. I received an automated response that promised a response in 3 business days. I have chased via email - no response. I called between 10AM and 3PM (they're not open 8AM-5:30PM per their email) multiple times but just hear and automated message that there are no free agents followed by the call being terminated without warning. I'm now stuck - I don't know what to do as my calls are unanswered and my emails are unanswered and I've not used the product in 7 days. I wish I had bought a different air fryer from a responsive retailer instead!”

Helpful Report

Posted 1 year ago

Hello R Jay Many thanks for your valuable comments. Here at Tower we always welcome our customers comments as they allow us to review and improve wherever required upon the products and services we offer. I was sorry to learn of the rare damage to your packaging upon arrival. Rest assured we hold close links with our courier partners and your issue will be addressed with them at our next service review. Over recent weeks our Customer Services Team have been working very hard to respond to our customer messages following the recent public holidays, the voluntary Air Fryer Recall Programme as well as the phenomenal interest shown in our products so your patience whilst we responded to your messages is greatly appreciated. One of my Team Managers has been in regular contact with you to agree a mutual conclusion to your enquiry. Best wishes Keith - Group Customer Services Manager

Posted 1 year ago

“Had a gift voucher to use after being informed that my air fryer was from a faulty batch, was told to dispose of it safely which I did following their instructions, ordered a carpet cleaner and solution using my voucher plus adding a bit more, It’s been three weeks now and my order has not been delivered , apparently on ‘track my parcel’ from Evri it is on its way back to sender!?! I have tried calling Tower C/S only to get an automated message that all reps are busy and to call back another time, sent to emails but as yet no one has got back to me, so very frustrating and disappointing.”

Helpful Report

Posted 1 year ago

Hello Angela, Many thanks for your valuable comments which are always welcomed by Tower. I was sorry to learn of the delays with your delivery of your Carpet Cleaner and Solution. Having checked your parcels journey with our courier partners it appears as though your parcel became damaged within our couriers network. Please accept my sincere and personal apologies for this rare event. Now we are aware of your enquiry arrangements have been made to dispatch a replacement Carpet Cleaner and Solution to you on an express delivery. Once again please accept my sincere apologies for any inconvenience caused. Keith - Group Customer Services Manager

Posted 1 year ago

“Been trying to contact the Tower Customer Services team for a week. They are not replying to any of my requests.”

Helpful Report

Posted 1 year ago

Hello Many thanks for taking the time to leave your review. Id like to refer you to our response on your Trustpilot review which read as follows ... At Tower all of our customers feedback is readily welcomed as it allows us to review and wherever required improve the products and services we offer. Customer feedback also allow us as an organisation to provide a balanced response to the feedback left. I was sorry to learn of the condition in which your parcel was received. Having reviewed all correspondence we confirmed that our warehouse teams added your small potato peeler to the inside of your Air Fryer box. Here at Tower we do not operate a blame culture however we do embrace Continuous Improvement processes and between our warehouse team and our courier partners we will investigate the circumstances of your delivery. To avoid any further inconvenience one of my Team Managers will be contacting you within the next 24 hours to conclude your enquiry in full. It only leaves me to thank you once again for your valuable feedback. Keith - Group Customer Services Manager.

Posted 1 year ago

“Have been trying to return a Airfryer. I have been trying for over a 2 weeks. I have had no success. Not responding to any of my emails.”

Helpful Report

Posted 1 year ago

Hello Thanks for your review regarding your request to return your Air Fryer to us. I was sorry to learn you wished to return your Air Fryer to us as it failed to meet your expectations. One of our Team Managers has contacted you today to provide full details of how to return your Air Fryer to us. It only leaves me to thank you for your patience shown during this busy time after the Easter Holiday period, during our Air Fryer Recall Programme and as a result of the phenomenal interest in our products. Keith - Group Customer Services Manager

Posted 1 year ago

“Bought a product as price was good, website suggested creating an account to track delivery. So i did and my account doesnt show any orders. No notifications and nothing arrived. Contacted Tower through customer service3 and they promise to respond to my email within 3 days...... Literally prehistoric timekeeping. Unhappy customer who will literally never buy from them again.”

Helpful Report

Posted 1 year ago

Hello 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 of the lack of tracking information for your recent order. Due to the size of the product ordered (Kamado BBQ) this requires a specialised courier to contact you and arrange a specified delivery time. One of my Team Managers has reached out to you to manage your expectations of timescales to ensure safe delivery and acceptance of your parcel. Keith - Group Customer Services Manager

Posted 1 year ago

“I bought some knives a few years ago but the paint wore off and they became blunt and unfit for purpose. I tried claiming under Tower's 5 year guarantee but unfortunately they were not willing to honour this despite me providing original proof of purchase. Apparently I was supposed to 'register the appliance'. (For knives?) They weren't expensive but other knives I own have stayed sharp for many years. So beware. Product guarantees provided by Tower may not be worth the paper they are written on.”

Helpful Report

Posted 1 year ago

Hello Thanks for your review which is always welcomed at Tower. Customer reviews allow us to review and wherever required improve upon the products and services we provide. Customer reviews also allow us to leave a balanced response to the original review left. Here at Tower we are proud of our quality products and their supporting warranty programme. The warranty of each product is for a period of 12 months - we do offer our customers the option of extending their warranty free of charge for a set period of time. Sadly after your purchase you did not extend your products warranty and the 12 month warranty period for your knife set expired some 3 years ago. One of my Team Managers will be reaching out to you to explain this further and to conclude your enquiry. Keith - Group Customer Services Manager.

Posted 1 year ago

“Disappointed as had to get rid of previous air fryer due to finding out it was a fire hazard. Replacement is the same air fryer just different model number. Due to the inconvenience I would have thought an upgraded model should have been sent as good customer service.”

Helpful Report

Posted 1 year ago

Hi Thanks for your comments. Here at Tower we always welcome our customers feedback. Your review came as a surprise to us as from our records we have received no previous contact from you. I was sorry to read about your expectations of an upgraded Air Fryer. Under the terms of our warranty process and the Recall Project approved and supported by our partners in Trading Standards we were delighted to provide a replacement like for like model. One of our Customer Services Team will be contacting you to offer an explanation. Keith - Group Customer Services Manager.

Posted 1 year ago

“Never received my order Emailed tower to be told that Evia had lost it but looking on the tracking they never received it Now the item is out of stock again I believe it was already out of stock and not posted!!”

Helpful Report

Posted 1 year ago

Hello Susan Thanks for your review. Here at Tower we always welcome our customers feedback as this allows us to review and improve upon the products we offer. I was sorry to read about your recent experience - rest assured as a reputable organisation we would never accept a customers order if the item was out of stock. Your order was processed in full and entered our courier partners network. Our courier partners handle millions of customers parcels every year - on rare occasions items may go astray and sadly your parcel went astray. When we were made aware of your enquiry we did engage with our courier partners to conduct a detailed investigation to locate your parcel It only leaves me to offer my sincere and personal apologies for any inconvenience caused. Keith - Group Customer Services Manager

Posted 1 year ago

“I was unlucky enough to have purchased a Tower Compact Air Fryer which has recently been part of a recall. The process for getting a replacement was quick and easy with the replacement air fryer arriving promptly. I was a little suspicious of the packaging as the item had clearly been opened before. Guess what - the replacement does not work and causes my electricity circuit to trip off! Come on Tower, this is completely unacceptable! Totally lost faith in you as a company.”

Helpful Report

Posted 1 year ago

Hello Ceri Thanks for taking the time to leave your valuable comments. Your review came as a surprise to us - now we are aware of your enquiry we can help you. I was sorry to read about the condition of your replacement Air Fryer - rest assured we never sell any returned or used products. One of our Customer Services Managers will be contacting you very soon to resolve your enquiry. Please accept my personal and sincere apologies for any inconvenience caused. Keith- Group Customer Services Manager

Posted 1 year ago

“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 1 year 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 year ago

“Still waiting to receive it”

Helpful Report

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

“Arrived damaged. Waiting for a replacement”

Helpful Report

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

Tower is rated 4.1 based on 5,828 reviews