"Supposed to be dispatched in 1-2 days, now 18 days and counting"

Ordered 4 items on 23/11. In stock according to website. Order confirmed, payment taken straight away and stated will be dispatched in 1-2 business days.

29/11: No updates by this point, so chased for an update. Response was that due to demand orders were taking longer, but unable to give a timescale for delivery.

03/12: No further updates so chased again. Response asked for order number (already in email chain) so provided this again. No reply.

05/12: Chased again as still no reply or updates. 4 tracking numbers provided with courier at end of day stating that order awaiting pick up from Hexclad.

07/12: Response from Hexclad with the same tracking numbers stating that the items were shipped on 05/12 but allow 1-2 business days for the tracking to update.

10/12: No updates to tracking since 05/12, courier states they have not picked up the order and Hexclad website states the items have not been shipped yet. Chased again, still no response.

They seem to be heavily promoting another sale, while they still have not got paid items to customers from the last sale. If you are in the UK don't expect your item to arrive before Christmas and plan to spend time on responding to copy and paste/AI generated responses that don't actually tell you anything. If HCUK78478 is not updated that it has actually be dispatched and the courier has it today I am just going to cancel the £600 order, get a refund and get something else.

"I had an issue with a new pan and it…"

I had an issue with a new pan and it was resolved quickly.

"Appalling customer service"

3.1.2025 UPDATE - All items received
I have received missing item after many urgencies and involvement of my bank just before Christmas.

The Hybrid pan itself is actually great and we enjoy cooking with it.

15.12.2024 UPDATE - NO PROGRESS
Still no sign of the missing item. HexClad support wrote 3 days ago that they have shipped it which is not true. The GLS tracking number provided shows only that parcel has been announced by the sender on 8.12.2024 but has not yet been handed over to GLS.

MISSING ITEMS
I have never received majority of my order. I ordered their 35 cm Hybrid pan (239 EUR) and Grilling hat (29 EUR) and received only the hat. It's been more than week since I sent them an inquiry and still without any reaction.

"Worst customer service I have ever…"

Worst customer service I have ever dealt with, they lied at the checkout about fast delivery and dispatch times then ghosted me and when they did respond I got a generic we are really busy apologies for the delay response - they did this repeatedly and they still haven't sent a response to any of my questions I asked for a refund which I was entitled to and they just ignored it, horrible company no respect for customers and dishonest