"I regret purchasing from this company"

I regret purchasing from this company. My experience has been nothing short of frustrating. The customer support is horrendous—it's as if they enjoy putting their customers through unnecessary stress.

Initially, I placed a substantial order, only to find that they forgot to ship it altogether. After contacting them, it was only then that my order was dispatched. To make matters worse, I returned an item from a subsequent order and they just won't refund me (it's way over their own refund policy term).

I strongly advise against spending your hard-earned money with this company. There are plenty of reputable brands out there with much better customer service. Don’t be swayed by their aggressive marketing or celebrity endorsements, it's just not worth it.

"Best customer service and can't wait to…"

Best customer service and can't wait to use them every day.

"Problem. Solution. Will be back!"

I ordered the BFCM 6-piece bundle and was really impressed with its quality and craftsmanship. Unfortunately, the 10" pan reacted very differently than the other 5 pieces. Upon initial seasoning of the pan, the oil burned in on a few random spots on the pan; I used low-medium heat just as I did for the other pieces in the set. I washed the pan and could not get those spots out. I tried using the pan for cooking a few times and despite adding a fair amount of oil or butter, food would get stuck to those little spots. Then, I noticed that the chrome had turned a tinge of brown, whereas the other pieces had no change whatsoever. I contacted the company and they promptly responded and warrantied my item immediately. It was exactly what I would expect from a brand like HexClad. I will definitely be adding more HexClad to my kitchen!

"AI driven customer service "

After 1 month of trying to get a lost pan Rail
reached out with a phone call and within 15 minutes had the issue addressed and a new pan sent out which I received today. The pans are amazing the customer service is not except for Raul. I’m they would get rid of the AI customer service and answers the phone calls it would be wonderful. Until that happens I will not recommend these pans. Thanks again Raul for doing what should have been done 30 days ago.

"My experience was very good minus…"

My experience was very good minus trying to read the serial number on the pan. I took a picture and zoomed in and still couldn’t read it. Nonetheless, the process was very easy and my new pan is on the way.

We seasoned the pan properly and use it almost every single day. I think the dishwasher is what broke down the pan since the upper edges of the pan were deteriorating as well. We try to hand wash the set now. Thanks for making the replacement process an easy one.

"Today only half my order has arrived "

It arrived .

"I made contact with Hexclad when I…"

I made contact with Hexclad when I noticed the inner coating of my 12" woke was peeling. I sent this email in early evening not expecting to hear anything until the next day. It took them less than 10 mins to reply. I sent them all the information they needed to begin my claim and also said it may take a few days. I woke up to an email that had been sent during the night. My replacement had been approved and would be shipping soon.
I'm disabled and getting this pan was a special treat to myself for making my 5 year cancer free mark. I saved for several months to be able to afford it. This pan has made my life so much easier. It may sound silly to some, but I'm caring for my dad who is on "in-home hospice" and I'm being tested now for liver failure or padgets Disease. Being able to crack a couple eggs in a pan then a dash of water, pop the lid on and let the steam finish the cooking...eggs slide right out. Owning a hexclad was a bucket list item. Best money I've ever spent.
Thank you for not only making life a little easier, but for also honoring your warranty with such ease. You don't find that much anymore. Hope to add a pot in the future, to be able to cook pasta without it sticking to the bottom 🫣😊😂

"from terrible to FANTASTIC customer service!!!"

I have to say from giving them one star they went all out to sort out my issues and deliver outstanding customer service, which is why I have edited my review and given them 5 stars!

Placed an order and realised I needed to change two items. Ten days of sending emails, trying to get through on the phone. Today I tried social, I got a response from Instagram to say the order is not fulfilled. I want to update the order before it leaves I let them know and they just ignored me. Wish I had never ordered from this company!!! The joke in their response to me was this "Thank you for contacting HexClad's customer support team! We are dedicated to providing best-in-class service!" and then silence!

"I have a problem with the coating…"

I have a problem with the coating lifting and customer services are very slow in dealing with issues. Been waiting over 3 weeks for a resolution !!
Very poor customer services when spending £750 on pans

"Belofte van snelle levering wordt niet waargemaakt."

Drie weken geleden een koekenpan besteld. Het zou binnen een week geleverd worden. Maar zelfs een bericht dat de pan is verstuurd heb ik niet ontvangen. Al diverse malen met de klantenservice contact opgenomen en die zeggen dat het niet is verzonden vanwege de drukte. Zoals ook in andere reviews valt te lezen gebeurt er niets, behalve e-mails om het product te registreren. Na bijna 4 weken is de pan toch bezorgd. Omdat het zo lang duurde is er een cadeau (koksmes) bijgevoegd.