We brought an air fryer from Tower which became faulty shortly after we brought it. Tower, and particularly their agent Ezmie, were very prompt in agreeing to, and providing a replacement. We were... See more
Company replied
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Review summary
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Reviews shaping this summary
I enquired about a replacement control knob and was spoken to by Holly. Her first conversation asked me to check out the batch and model number. Once I`d done that she told me that the air fryer was... See more
Company replied
Excellent customer service from Ezmie at Tower. I replaced my old Tower Air Fryer with the updated version. Used it twice & it wasnt until i used the 2nd time that i noticed the internal light... See more
Company replied
First class customer service after trying to register my new air fryer on the website. Thanks to a human input I was able to register my product. The only downside side is you have to get closer to f... See more
Company replied
Company details
Information provided by various external sources
Backed by Great British design, Tower Housewares has been the UK's #1 brand for pressure cookers, cookware, and kitchen appliances since 1912.
Contact info
Berry Hill Road, ST4 2NL, Stoke-on-Trent, United Kingdom
- www.towerhousewares.co.uk
4.6
Excellent
5K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 97% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Excellent customer service
After purchasing an air fryer in April it stopped working. I contacted customer services and Joseph gave clear information and instructions and responded to my emails quickly. A new one is on its way. Excellent customer service, thank you Joseph
July 29, 2026
Unprompted review
Reply from Tower
Hi Lisa,
Thank you for your 5-star review!
We’re sorry to hear that your Air Fryer stopped working, but we’re delighted that Joseph was able to assist you so quickly and provide clear information and guidance throughout the process.
We’re pleased that your replacement is now on its way, and we really appreciate you taking the time to recognise Joseph’s excellent customer service. We’ll be sure to pass your kind feedback on to him.
Kind Regards,
Tanya - Customer Service Operations Manager
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I had an issue this morning as i…
I had an issue this morning as i returned a product and not got my refund but Ellie sorted it out very prompt. Shes an excellent adviser
July 31, 2026
Unprompted review
Reply from Tower
Hi Maria,
Thank you for your 5-star review!
We’re delighted to hear that Ellie was able to resolve your refund query so promptly.
Thank you for your kind words about Ellie and the service you received. We’ll be sure to pass your lovely feedback on to her.
Kind Regards,
Tanya - Customer Service Operations Manager
70 L rectangular sensor bin.
we purchased 70 L rectangular sensor bin on the 22nd of July 2025. After eight months the sensor lid started playing up where we turned it off this month we have emailed the company and explained the situation and also added that the inside of the bin is covered in rust spots. They inform us that it is now over the 12 month period and we have to have a new bin sent out instead of a refund. This unit does have a five year warranty so I’m sure in another 8 to 10 months I will be doing exactly the same again. I would not purchase this bin again as it is not fit for use.
July 31, 2025
Unprompted review
Reply from Tower
Hi Damian,
Thank you for taking the time to share your feedback.
We’re sorry to hear that you’ve experienced issues with your Sensor Bin, and we understand your frustration, particularly given that you have concerns about both the sensor lid and rust spots appearing inside the bin.
Following your review, our Customer Service team contacted you and worked through troubleshooting with you in an effort to resolve the issue. As the product is still covered by its extended warranty, we have honoured the warranty by arranging a replacement unit for you.
We appreciate that you would have preferred a refund; however, the applicable warranty provides for a replacement where a product develops a qualifying fault, rather than a refund being issued. We have therefore fulfilled our obligations under the warranty by arranging a replacement for the faulty bin.
With regard to the rust you have mentioned, rust and corrosion are generally subject to the warranty terms and may not be covered where they result from environmental factors, moisture, cleaning products or other external causes. However, we appreciate your concerns and the feedback you have provided.
We’re sorry that your experience has led you to feel that you would not purchase this model again. We do hope that your replacement provides you with a much better experience, and we have recorded your feedback regarding the product's durability and the issues you have experienced.
Kind Regards,
Tanya - Customer Service Operations Manager
Air fryer…
I called the company as my air fryer developed a fault having had it for over two years. Julija was the first person I spoke to and she gave me instructions on the information I had to send by email. Once I did this she was prompt in responding and resolving my issue. Joseph also assisted with my query regarding the unit and I just wanted to say Thank you to them both!
July 29, 2026
Unprompted review
Reply from Tower
Hi,
Thank you for your 5-star review!
We’re sorry to hear that your Air Fryer developed a fault, but we’re delighted that Julija and Joseph were able to assist you and resolve the issue promptly.
It’s wonderful to hear that Julija guided you through the process and that both she and Joseph provided you with the support you needed. We’ll be sure to pass your kind comments on to them both.
Thank you for taking the time to share your experience with us.
Kind Regards,
Tanya - Customer Service Operations Manager
Useless customer service... continues.
I bought a Tower Pro Cerastone Cookware set. When washing it before use, I found that the rim of the glass lids holds a substantial amount of water that cannot be removed and doesn't dry out on it's own. Contacting customer service has been an odyssey of lies, deflection, fobbing off, and being told to return it to the shop. I'm disabled so I ordered the cookware set for home delivery. The shop is a £15 taxi ride each way so I will lose that, the delivery fee, and need to purchase a replacement and pay again for delivery, all for a design fault for which Tower to take responsibility. I'm not just disappointed, I'm angry.
Had another three emails from Tower today... suggesting that I shake the water out of the glass lids, or that I heat them in the oven to dry them out. Both completely useless, the water can't be shaken out and trying to dry them in the oven would only result in steam being created in a closed space between glass and stainless steel. So I'm stuck with three saucepan lids that hold teaspoon of now very stale water in the rims. And another fobbing off. I've asked for details of how to escalate the issue and have unsurprisingly not received a reply.
And we have another fobbing off for a defective design. Tell me, Tanya, if you left your water bottle in your desk for a week would you pour more water into it without washing it first and drink that water? The issue with the saucepan lids is very similar. Water gets in and it can never get out. The curve of the lid ensures that condensation and splattered food from cooking will enter that space and can never be rinsed out. Washing up water with food debris can enter that space and can never be rinsed out. And as food cooks and that space again fills with water it, some of that water will drip out carrying stale water into your food. And you insist this isn't a design fault? You answer phones and fail to help customers, you are not qualified to judge what is a design fault. I bought thecsaucepan set in good faith and received saucepanscwith lids that present a health hazard. What are you prepared to do that will not leave me out of pocket for a that failure? I await a sensible reply instead of another fobbing off.
As usual, no reply from Tower. Completely useless and dangerous suggestions and lies seem to be their specialty.
July 30, 2026
Unprompted review
Reply from Tower
Hi Kathy,
Thank you for taking the time to share your feedback.
We’re genuinely sorry to hear how frustrated and disappointed you have been with your experience, and we appreciate that returning an item to a physical store may not be straightforward in your circumstances.
Following your concerns, our Customer Service team has reviewed the issue with you and one of our Team Managers has also assessed the information provided. Having considered the issue with the glass lids and the troubleshooting undertaken, we have not identified this as a manufacturing or design fault with the cookware.
As the cookware was purchased directly from Dunelm, they are the retailer responsible for handling the purchase and any applicable return, replacement or refund under the retailer’s terms. We appreciate that you purchased the item online for home delivery, and we have therefore recommended contacting Dunelm’s Customer Services team directly to explain your circumstances and discuss the options available to you, including whether a collection can be arranged.
We’re sorry that we have not been able to provide the resolution you were hoping for directly, but we do hope Dunelm are able to assist you and resolve the matter without causing you any further inconvenience.
Kind Regards,
Tanya - Customer Service Operations Manager
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Faulty Air Fryer
I had a fault with my Swan air fryer which was still under guarantee, luckily for me, I spoke to Keighley she listened and took on board everything I said explained everything I had to do and sent all the information I needed in an email so I could refer to it so thank you for making my transaction easy
July 29, 2026
Unprompted review
Reply from Tower
Hi Linda,
Thank you for your 5-star review!
We’re sorry to hear that your Swan Air Fryer developed a fault, but we’re delighted that Keighley was able to make the warranty process as straightforward as possible for you.
It’s wonderful to hear that Keighley took the time to listen, explained everything clearly, and followed up with all the information you needed by email. We’ll be sure to pass your lovely feedback on to her.
Thank you for taking the time to share your experience with us.
Kind Regards,
Tanya - Customer Service Operations Manager
After ringing up frustrated with the…
After ringing up frustrated with the responses from the previous agents, Julija was a breath of fresh air. She really did understand my frustration and looked to quickly resolve it. I am so impressed with her. Can’t be more happy.
July 30, 2026
Unprompted review
Reply from Tower
Hi Gianni,
Thank you for your 5-star review!
We’re delighted to hear that Julija was able to turn your experience around and provide the support you were looking for.
We’re sorry that your earlier experience hadn’t met your expectations, but it’s wonderful to hear that Julija understood your frustration, took the time to listen, and worked quickly to resolve the issue for you.
Thank you for your kind words and for taking the time to recognise Julija’s excellent customer service. We’ll be sure to pass your lovely feedback on to her.
Kind Regards,
Tanya - Customer Service Operations Manager
Airfryer replacement
My airfryer stopped working after having it for longer than a year. The team was very supportive and helpful- guiding me through the process and assuring me that I’d get my replacement. Thank you for all the help!
July 30, 2026
Unprompted review
Reply from Tower
Hi,
Thank you for your 5-star review!
We’re sorry to hear that your Air Fryer stopped working, but we’re delighted that our customer service team was able to support you throughout the process and provide reassurance that your replacement would be arranged.
Thank you for your lovely feedback and for taking the time to share your experience. We’re so pleased we could help get things resolved for you.
Kind Regards,
Tanya - Customer Service Operations Manager
Customer service 👌
I had problem with my sensor bin lid.
They sorted it out very quick. Send replacement.
Customer service is spot on 👌
Thank you 😊
July 29, 2026
Unprompted review
Reply from Tower
Hi,
Thank you for your 5-star review!
We’re delighted to hear that we were able to resolve the issue with your sensor bin lid so quickly and arrange a replacement for you.
Thank you for your lovely feedback and for recognising our customer service as “spot on”! We really appreciate you taking the time to share your experience. 😊
Kind Regards,
Tanya - Customer Service Operations Manager
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My air fryer broke down ,so I contacted…
My air fryer broke down ,so I contacted Tower,was dreading it because I am a pensioner and have difficulty with modern technology,I found Tower extremely helpful,and helped me through the process
July 29, 2026
Unprompted review
Reply from Tower
Hi,
Thank you for your 5-star review!
We’re sorry to hear that your Air Fryer broke down, but we’re delighted that our customer service team was able to support you through the process and make things as straightforward as possible.
We completely understand that navigating technology can sometimes feel daunting, so it’s wonderful to hear that our team was patient and helpful throughout.
Thank you for your lovely feedback and for taking the time to share your experience. We really appreciate your kind words!
Kind Regards,
Tanya - Customer Service Operations Manager
Customer service was very helpful and…
Customer service was very helpful and got back to me the same day and are going to replace the water tank for our iron. Could not fault the way they have helped. Easy to deal with and very polite.
July 28, 2026
Unprompted review
Reply from Tower
Hi Diane,
Thank you for your 5-star review!
We’re delighted to hear that our customer service team was able to respond to you so quickly and arrange a replacement water tank for your iron.
It’s fantastic to hear that you found our team helpful, polite and easy to deal with. Thank you for taking the time to share your experience and for your kind feedback, we really appreciate it!
Kind Regards,
Tanya - Customer Service Operations Manager
Tower are very honest!
My Tower kettle had worked perfectly for two and half years. By registering the product on line I got a three year warranty for free. Tower honoured the warranty and within less than 24 hours had despatched a replacement .
VERY TRUSTWORTHY COMPANY WITH EXCELLENT CUSTOMER SERVICE PEOPLE
July 28, 2026
Unprompted review
Reply from Tower
Hi Trevor,
Thank you for your 5-star review!
We’re delighted to hear that your Tower kettle served you well for two and a half years and that we were able to honour your extended warranty and arrange for a replacement to be dispatched so quickly.
Thank you for your kind words about our customer service team and for describing Tower as a trustworthy company. Your feedback means a great deal to us, and we really appreciate you taking the time to share your experience.
Kind Regards,
Tanya - Customer Service Operations Manager
Great service for a replacement air fryer within warenty
I spoke with joseph today about my broken air fryer. He was extremely helpful! And responded very fast, within 24 hours of me emailing to say it was broken, and once I had verified this by sending photo and video evidence, I was told a new one would be sent out to me. Very efficient service. Especially when things have gone wrong! Brilliant company!
July 28, 2026
Unprompted review
Reply from Tower
Hi Sacha,
Thank you for your 5-star review!
We’re sorry to hear that your air fryer developed a fault, but we’re delighted that Joseph was able to assist you so quickly and efficiently. We’re pleased that, once we received the required photo and video evidence, Joseph could arrange for a replacement to be sent out to you.
Thank you for your lovely feedback and for recognising Joseph’s helpfulness and quick responses. We really appreciate your kind words and are so pleased we could provide you with a positive experience when something had gone wrong.
Kind Regards,
Tanya - Customer Service Operations Manager
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A delight to be able to speak to a…
A delight to be able to speak to a human. Diane guided me through the process for replacing my airfryer with tremendous patience and understanding for this elderly computer illiterate lady. The company was easy to contact and I reached the appropriate department without any hassle. Well done Tower.
July 28, 2026
Unprompted review
Reply from Tower
Hi,
Thank you for your 5-star review!
We’re delighted to hear that Diane was able to guide you through the replacement process with such patience and understanding. We’re especially pleased that you found our team easy to contact and that you were connected with the right department without any hassle.
Thank you for your lovely feedback and for recognising Diane’s caring and supportive approach. We’ll be sure to pass your kind comments on to her.
Kind Regards,
Tanya - Customer Service Operations Manager
Fantastic customer service from Tower
Fantastic customer service from Tower. My BBQ stopped working and was offered a replacement. Great communication.
July 28, 2026
Unprompted review
Reply from Tower
Hi,
Thank you for your 5-star review!
We’re sorry to hear that your BBQ stopped working, but we’re delighted that our customer service team was able to assist you and arrange a replacement. It’s also great to hear that you were pleased with the communication throughout the process.
Thank you for your kind feedback. We really appreciate you taking the time to share your experience with us.
Kind Regards,
Tanya - Customer Service Operations Manager
I love my tower bin
I love my tower bin, although the lid can be a bit temperamental, after emailing I received a reply after a few minutes from Ezmie, she arranged for a replacement after a few documents were sent over! Excellent customer service, would defo recommend tower.
July 28, 2026
Unprompted review
Reply from Tower
Hi Lynn,
Thank you for your 5-star review!
We’re delighted to hear that you love your Tower bin and that Ezmie was able to respond so quickly and arrange a replacement for you.
Thank you for your lovely feedback and for recommending Tower. We’ll be sure to pass your kind comments on to Ezmie.
Kind Regards,
Tanya - Customer Service Operations Manager
I had the most wonderful experience…
I had the most wonderful experience with Tower. The response time was unreal and my problem was solved so quickly, with so helpful and kind people to deal with. Highly recommended. Thank you
July 28, 2026
Unprompted review
Reply from Tower
Hi Ann,
Thank you for your 5-star review!
We’re delighted to hear that you had such a wonderful experience with our customer service team and that we were able to resolve your issue so quickly. It’s fantastic to hear that you found our team helpful and kind throughout the process.
Thank you for your lovely feedback and for recommending Tower. We really appreciate your kind words!
Kind Regards,
Tanya - Customer Service Operations Manager
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Airfryer shows E1 got in contact with…
Airfryer shows E1 got in contact with Joseph at tower , although it was now 2 years old it was still under the warranty they said it would be replaced but did not have like for like so excepted another model awaiting delivery .
Thank you Joseph for the great service .
July 28, 2026
Unprompted review
Reply from Tower
Hi David,
Thank you for your 5-star review!
We’re sorry to hear that your Air Fryer developed an error, but we’re delighted that Joseph was able to assist you and arrange a replacement under your warranty.
We’re pleased we could offer you an alternative model and hope your new Air Fryer arrives with you soon. Thank you for your kind feedback and for recognising Joseph’s great service. We’ll be sure to pass your lovely comments on to him.
Kind Regards,
Tanya - Customer Service Operations Manager
Excellent service from Jospeh.
July 27, 2026
Unprompted review
Reply from Tower
Hi,
Thank you for your 5-star review!
We’re delighted to hear that you received excellent service from Joseph.
Thank you for taking the time to share your feedback. We’ll be sure to pass your kind comments on to Joseph.
Kind Regards,
Tanya - Customer Service Operations Manager
I contacted Tower housewares as my…
I contacted Tower housewares as my Tower oven broke down the customer service team were very helpful, polite and caring they resolve my issue quickly. I totally recommend Tower. good quality items and great customer service. Thank you Tower
July 27, 2026
Unprompted review
Reply from Tower
Hi Fran,
Thank you for your 5-star review!
We’re sorry to hear that your Tower oven broke down, but we’re delighted that our customer service team was able to resolve the issue quickly and provide you with such helpful, polite and caring support.
Thank you for your kind words about our products and customer service, and for recommending Tower. We really appreciate you taking the time to share your experience.
Kind Regards,
Tanya - Customer Service Operations Manager
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