Hexclad Reviews 

Customer service agents were quick to respond and solved my problem in a courteous and efficient manner.

So bearing in mind that this is supposed to be a premium brand and is very expensive. I had been on the fence for months about buying their products but I finally pulled the trigger and purchased the 13 piece set as part of the Black Friday sale. The “new” 8 quart pot arrived visibly dirty and scuffed. Trying to get it replaced is turning out to be a nightmare. I contacted support to be met with obvious AI representatives and am now being bounced to a 3rd department just to try and get it replaced? I was told twice to start a return but because the set was bought as part of the sale, it’s not eligible for a return (keep that in mind if you’re considering buying any of their products as part any of their sales that they won’t be eligible for a return apparently). It’s now been almost 3 days since the last message where I was told another department would be looking into it. This process shouldn’t be this difficult. I’m very disappointed with my experience and I’m highly regretting my decision to finally purchase Hexclad’s products and drop all of that money when I could’ve gone for cheaper and probably equally performing alternatives.

I wanted to take a moment to express my gratitude for the outstanding service I received from Hexclad. Today, I reached out regarding an issue with my pan, and I was fortunate enough to be assisted by Agent Jericho.

Jericho was incredibly helpful and responsive, ensuring that my concerns were addressed promptly. I was pleasantly surprised to receive a replacement pan so quickly! This level of customer service is truly commendable and makes a significant difference in the overall experience.

Thank you, Hexclad, for your commitment to customer satisfaction. I appreciate your swift action and look forward to enjoying my new pan!

Thanks to Billy E's help!

Warranty my pot was super easy. Thought it was going to be hard and it just wasnt. Im shocked.

I puchased the 12'' wok from Amazon.com and I have used it for less than 6 months. The wok is not performance as it should be and I contacted the warranty department. The customer service agent- Jericho P responsed to my email very quick and guide me through the process of registration and how to claim the warranty. I am very satify with the customer service of Hexclad.

—Jericho Was quick to resolve my issues. Amazing pans!!

Excellent Customer Service Demonstrated.
I purchased a Hexclad product on Nov. 8th as a gift for my daughter, and this morning Nov. 17th, received a Hexclad email with Black Friday promotions at up to 40% off standard pricing.
I emailed Hexclad, inquiring about the difference on the product purchased, and not 10 minutes later received a response from their rep. Billy E. indicating that I would be receiving a refund of the difference in price.
Thank You Hexclad for your customer appreciation, and excellent training of your staff.
Billy E. should be commended on his excellent service & judgement.
More purchases to come certainly!

Quick easy process.
Fast response time

Easy warranty process and Billy E. Was kind and helpful throughout!

I own several hexclad pans that we absolutely love. I recently purchased the 7Qt deep saute pan hybrid and have only used it a few times. We noticed a possible burn mark at the bottom. I had seasoned the pan and have been using it appropriately. I reached out to customer service. They were very quick and effective and getting back to me. After sending a very quick video and a few words to detail the issues, they are replacing my pan and I could not be happier. I hope to continue using my hexclad pans for many years to come and I truly appreciate the amazing customer service that they have provided.

I placed and order via the co.uk site. I checked the return policy before ordering and it states that returns can be made within 30days, but customer covers return shipping costs. I was happy with this as I was on the uk site.

It wasn’t until the confirmation email turned up that I discovered that the goods are being shipped from the USA. I therefore have tried to cancel the order before it is shipped, but just get AI responses refusing and telling me it is not possible to cancel, even though under UK law there is a right to cancel

The existence of the .co.uk site clearly is intended to mislead the customer by implying that this is a UK based supplier. There is nothing on the website to indicate to the contrary.

UPDATE: After several messages last night, I did today receive an email from the UK supplier who has said that in the event I wanted to return the products then I would be given an address in the UK not the USA. It is a pity that they couldn't tell me this sooner as the misinformation led to a sleepless night.

Furthermore they have now cancelled the order for me in spite of repeatedly telling me last night that this was not possible.

Given this I have increased my rating to 2 Stars, but they really do need to give the customer consistent responses based on the location of the customer

UPDATE 2:
I have been warned that this review may be taken off line because Hexclad want more information via trust pilot which I don't particularly wish to supply. It rather defeats the object of the trust pilot website if companies can have reviews removed so easily!

Fast response, and friendly! BillyE Was very nice and responsive!

This is an incredible company with incredible service. They are extremely proactive and responsive. I love these pans and pots and look forward to adding to my collection. Thank you!

Billy E. was professional, quick to respond, understanding problem and great at solving it.

Billie was excellent. His communications were clear and concise. He responded and resolved the issue in a very timely manner.

TERRIBLE company.
Once they have your email and mobile number they will SPAM you with marketing for ever. I have lost count how many times I have requested they stop spamming me. I have filled our their forms on their website repeatedly to unsubscribe, I have completed their "Right to be forgotten" option, but yet they continue to SPAM me with SMS messages on a weekly basis.
I 'report junk' on my iphone, and then they still continue.
38% of reviews here are 1 star. This tells you everything you need to know.
TERRIBLE COMPANY - avoid.

EDIT/UPDATE: FAO Brittany from Hexclad: I have provided this info through Trustpilot. Please confirm you have received this and have removed me from ALL marketing.

Hexclad pans are an entire false hoax. We saved for these pans and spent more on them than our new oven. They are failing, despite following guidelines the coating is flaking. Added to this, they have admitted twice now (we already sent one lot back for the same issue) they are at fault.

The issue remains unresolved. I was asked to cover the cost (despite them being at their own admission) at fault of sending heavy pans half way across the county after which I may get a refund.

I was also expected to buy another set of pans to bridge this whilst they considered a refund. What a farce.

Do not buy.

The pan was performing very well, but after a year of pretty light use, I noticed the hexes on the side were coming off.

Update - Hexclad quickly resolved my issue and have promised to send a new pan. Decent service, well done! Updated stars from 2 to 4!

Quick in the reply to questions asked with good replys regarding uesage of the quality items.
I'm looking at the griddle for baking Pizzas in the oven as the Pizza plate that you do make is too big for standard UK ovens.
Excellent service from the team