Tower: most-reported complaints
Automated analysis of 442 public Trustpilot reviews published 2019-09-25 to 2026-09-25. TrustScore 4.6 from 5,342 total reviews — see the Trustpilot page. Quick answer: is Tower legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with faulty products, which accounted for 58% of the 326 complaints identified in the analysis. Support-related problems were also common, with 37% of reviewers citing unhelpful assistance and 26% stating that support was unreachable. Additionally, 17% of complaints involved warranty disputes, a category that has shown a rising trend.
How to reach Tower
These are the contact details Tower publishes on its Trustpilot profile, as of our last check on 2026-09-26 — it publishes no phone number there, address Berry Hill Road, Stoke-on-Trent, ST4 2NL, GB.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2023-10-26 and last replied to a negative review on 2026-09-14. We last checked this profile on 2026-09-26 and found 9 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.6 → 4.6 across 4 census measurements since 2026-09-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-09-17 (99%, 4.6d) · 2026-09-20 (98%, 4.6d) · 2026-09-23 (98%, 4.6d) · 2026-09-26 (97%, 4.6d).
Severity: 25% of this company’s 326 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In May 2025, 87% of 39 one-to-three-star reviews were 1★; in June 2026, 79% of 14.
Counted from May 2025 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 1.8 days between the experience and publishing their negative review (311 reviews record both dates).
What their policy promises
complaint process: writing to the address in section 7
“Should you wish to exercise any of these rights, you may do so at any time by writing to us at the address given in section 7 below.”
complaint process: contact DPO or lodge complaint with ICO
“If you feel that your rights have been breached in any way, you should contact the Data Protection Officer at the address given below, or lodge an official complaint with the Information Commissioner’s Office.”
complaint process: within one month
“We will endeavour to respond to you as quickly as possible, and in any event within one month.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-17.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-21.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 316 negative reviews that received a public reply, the median wait was 3.6 days — the company profile reports an average of 5 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 316 company replies to negative reviews analysed, 30% engaged with the specific problem and 25% were generic templates.
20% of its 107 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: faulty product makes up 58% of this company’s complaints vs a 26% median across 186 ranked companies in its sector.
Review velocity: 1,206 of this company’s 5,342 Trustpilot reviews (23%) were written in the last 12 months.
What are the most common complaints about Tower?
Faulty product
188 reports · 58% of complaintssteady“I have now been without my main kitchen appliance for months and there is still no stock on the website!”
The company replied on 2025-08-14: “Dear Lesley Many thanks for your valuable Trustpilot review. Here at Tower our customers comments and feedback are always welcomed as they allow us to review and wherever required improve upon the…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“they wanted me to return something that was working fine”
The company replied on 2025-06-25: “Hello Mike, Many thanks for your valuable comments. Here at Tower we always welcome our customers comments and feedback as this allows us to review and wherever appropriate improve upon the products…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“Contacted them to ask for a refund, but they said no.”
The company replied on 2025-06-24: “Dear Sheffield Customer Many thanks for taking the time to leave your valuable review. Here at Tower we always welcome our customers comments and feedback as this allows us to review and wherever…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
Support unhelpful
122 reports · 37% of complaintssteady“I have now been without my main kitchen appliance for months and there is still no stock on the website!”
The company replied on 2025-08-14: “Dear Lesley Many thanks for your valuable Trustpilot review. Here at Tower our customers comments and feedback are always welcomed as they allow us to review and wherever required improve upon the…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“We heard nothing back so sent another email on the 15th of May”
The company replied on 2025-07-02: “Hello Mary Many thanks for taking the time to leave your Trustpilot review. Our customers feedback is so important to us. I was sorry to learn your Air Fryer was identified as part of our voluntary…”
Our classifier read this reply as a substantive response.
3 readers marked this review helpful on Trustpilot.
“they wanted me to return something that was working fine”
The company replied on 2025-06-25: “Hello Mike, Many thanks for your valuable comments. Here at Tower we always welcome our customers comments and feedback as this allows us to review and wherever appropriate improve upon the products…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
Support unreachable
86 reports · 26% of complaintssteady“I was informed I was not entitled to a refund and that stock would be in soon”
The company replied on 2025-08-14: “Dear Deb, Many thanks for your Trustpilot review - we always welcome our customers comments and feedback. Customer comments and feedback allow us an organisation to review and wherever required…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“not answering phones and no response”
The company replied on 2025-09-01: “Dear Eileen, Many thanks for your very valuable review which is always welcomed by Tower. Customer feedback allows us to review and wherever required improve upon the products and services we offer.…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Tower misadvertised a kettle on their website-the photos showed it in a different colour”
The company replied on 2025-05-20: “Hello Many thanks for your valuable review which is always welcomed by Tower. Customer comments allow us as a business to review and wherever required improve upon the products and services we offer.…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Warranty disputes
55 reports · 17% of complaintsrising since 2025-03“Will now not honour warranty as I cannot find original purchase receipt from June 2018”
2 readers marked this review helpful on Trustpilot.
“four weeks later they sent me an email suggesting I carry the very same actions I already pursued.”
The company replied on 2025-05-21: “Hello Graeme, Many thanks for taking the time to leave your Trustpilot review. I was sorry to learn of the issues you faced with your BBQ. Under the Consumer Rights Act of 2015 it is the retailer…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“I was instructed to cut the power lead on the appliance”
The company replied on 2026-01-28: “Dear Zaytoon Many thanks for taking the time to leave your Trustpilot review. Here at Tower we always welcome our customers feedback as this allows us to review and wherever required improve upon the…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
Delivery late
39 reports · 12% of complaintsrising since 2025-03“I was informed I was not entitled to a refund and that stock would be in soon”
The company replied on 2025-08-14: “Dear Deb, Many thanks for your Trustpilot review - we always welcome our customers comments and feedback. Customer comments and feedback allow us an organisation to review and wherever required…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“We heard nothing back so sent another email on the 15th of May”
The company replied on 2025-07-02: “Hello Mary Many thanks for taking the time to leave your Trustpilot review. Our customers feedback is so important to us. I was sorry to learn your Air Fryer was identified as part of our voluntary…”
Our classifier read this reply as a substantive response.
3 readers marked this review helpful on Trustpilot.
“I’ve been waiting over 1.5 months and still no delivery.”
The company replied on 2025-09-03: “Dear Pandy J Many thanks for taking the time to leave your very valuable comments. Here at Tower we always welcome our customers feedback as this allows us to review and wherever required improve…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
Delivery failed
27 reports · 8% of complaintsrising since 2025-03“we paid an extra amount for next day delivery - which arrived 5 days later.”
The company replied on 2025-05-06: “Hello David Many thanks for your very valuable comments. Here at Tower we always welcome our customers feedback. Having read your Trustpilot review I was sorry we let you down and we fell short of…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“The New airfryer Elle dispatched got lost in the 'post'”
The company replied on 2024-12-05: “Hello Mr Wright Many thanks for valuable comments. Here at Tower we always welcome our customers feedback as this allows us to review the products and services we offer. Having reviewed your comments…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“chopping boards have came scratched, bashed and the wrong colour”
The company replied on 2025-09-08: “Dear Gary Many thanks for your Trustpilot review. Here at Tower we always welcome our customers comments Sadly from the limited information you provided in your Trustpilot review we have no previous…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Compare Tower with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-26.