"Terrible customer service and resolutions"

I bought a set on Costco last november, and everything sticks on my pans and wok, my saucepans are fine, so it is not a matter of usage or heat, it is a matter of materials or coating, I sent pictures to support and Malena M and Adrian O just gave me suggestions on how to "deep clean" the items, if it were all of my items,sure, I am doing it wrong, But the saucepan set is doing well, it is just the Frying pans and wok set that are sticking and scratched, it must be a different batch, but for something so expensive as this you would expect a better customer service and resolutions. I am deeply dissappointed in the service.

Edit: And I already provided all the info required and noone has reached out, I emailed support again and nothing. This is horrible, and asking for a reference number I dont even have or know what that is. I will definitely go to other opinions platforms and go on social media as well, people need to be aware about this before making a decision to waste money on this company, I am more than 650 bucks down and stuck with useless and scratched pans, I was offered to have the wok replaced as a courtesy, only the wok, when I am having issues with All three pans AND the wok and I still have to pay for shipping, as if I had not spent enough.

They replied I had to pay for shipping and boxes send the defective pans first and when they see them at warehouse they will ship new ones to me. What am I going to do without pans during that time? Since I threw my old ones away. I can send the defective ones whwn I get the replacements and use the box I get the replacement in. Are they saying I am not to be trusted as a customer to send those back? I dont need defective pans I just want the replacements. I sent all they asked for. Pictures, proof of purchase, this is outrageous

I gave you guys time, and followed instructions and provided everthing I was asked for, I am fed up with you... I gave you a chance, this is outrageous, I might lose my money, but this is officially the worst customer service I have ever had, and I had bad, and cheap customer service, on top of being expensive you are an awful customer service, I spent some time doing research, I am not the only one affected by an awful customer service. I have very little time, I work construction, but I will dedicate whatever little time I have preventing people from falling in this scam, and spread the word. As much as I spent on your cookware, You have my word, I will make it my task to spread the word.

"Love them"

I received the 12 Pease set for Christmas from my husband and I love them. I also add the steamers. I will never go to another set.

"Signature Set "

I purchased the Signature set last November and absolutely love it and am so relieved it's living up to the advertised expectations. So easy to caramalize without creating a lot of smoke and clean up is a breeze. I use the dishwasher for them most times. I ended up getting two other sizes of pots and I'm in cooking heaven now.

"High recommend!"

Sebastian S. was especially helpful with my customer service experience. Would highly recommend this brand to anyone that wants great cookware and top notch customer service.

"Excellent service via email"

Excellent service via email. Quick and professional

"Don't fall for their marketing"

Don't fall for their marketing. I bought a full set 3 months ago. Two pans are basically useless already. Everything sticks to the bottom.

I followed all of their instructions, never put them in the dishwasher, even if they say you can do it.

Stuck with worthless pans for a high price. Going back to stainless steel.

EDIT - their support team never contacted me like they state in the reply. Tells you everything you need to know about Hexclad. Lying through their teeth.

"I purchased the 14 inch hybrid frying…"

I purchased the 14 inch hybrid frying pan, and I must confess; the 1st time I used it I feel asleep and burnt my chirch and brocolli. But, I was able to clean the frying pan with no problem and have been using it ever since. I've used it for at least 7 times since I bought it 3 weeks ago.

"Great customer service!"

Very quick, reliable service. Impressive for a large company.

"Excellent service and quality "

My wife gave me the 8 inch hybrid pan for Christmas. It did however have. Some flaking material in the middle of the pan. Hex clad did replace the pan after providing the credentials needed and proof of sale etc. We will definitely begetting more of these pans

"Over the past 20 years we had bought…"

Over the past 20 years we had bought hundreds of dollars in frying pans and every one of them chip scratch and stick. So far with the new hex clad, we have not had that problem as of yet. My wife loves it