Hexclad Reviews 

I love the pans. I got the 13 piece set in the sale and while I probably wouldn't have paid the full prize, I must say that they are so far worth it... you can immediately feel the quality - heavy pans, super easy to clean, great performance, perfectly fitting lids. But not only the pans are great, the customer service is fantastic as well. I had some issues with an order, but they accommodated very quickly and painless which I appreciate a lot. I will most likely try more of Hexclad's products.

Their customer service team is on point, always happy to assist with clear instructions and very professional.

Pro tip for users - please register your warranty!

Thank you very much for handling my warranty claim so quickly.

I submitted the request recently and was impressed by how fast the process
was. I appreciate your excellent service and assistance.

I placed order HCUK163351 on 4 January 2026, purchasing a cookware set intended as a surprise gift for my 20th wedding anniversary. It has now been over five weeks, and I still have no delivery and no proper resolution.

The delivery was mishandled by DPD, including a false “missed you” notification, unauthorised redirection, and the parcel ultimately being marked as return-to-sender. DPD later acknowledged in writing that the driver’s behaviour was unacceptable.

However, what has been worse than the courier failure is HexClad’s handling of the matter afterwards.

Instead of taking ownership as the shipper/account holder, I was repeatedly told to contact DPD myself. I spent considerable time chasing the courier, arranging callbacks, and trying to obtain clarity — something a customer should never have to do.

Customer support has been equally frustrating. A different agent responds almost every time, often with what appears to be template replies. Information has been inconsistent, and commitments made in writing were later contradicted.

My case was supposedly escalated and assigned to a “special” or internal escalation team, yet no one from that team has ever contacted me directly, and there has been no meaningful update despite repeated follow-ups.

A goodwill remedy (a Damascus knife or equivalent alternative/refund) was confirmed in writing due to the disruption caused — yet even that remains unresolved.

Five weeks later, I still have no product and no final decision.

HexClad markets itself as a premium brand with strong celebrity endorsements, but premium branding must be matched by premium accountability. In my experience, when something goes wrong, there is no ownership and no urgency to resolve it.

I would welcome direct contact from a senior member of HexClad to finally bring this matter to a proper close.

I recently bought a set of two pans with lids and from the moment I opened the box, I could tell that I was dealing with a premium product. It performs just as advertised. There is a solid reason why their products are some of the most expensive on the market, but in the long run, it is totally worth it as you get the life time warranty. I am definitely going to buy some more of their products. I also want to highlight how impressed I am with their customer support. I've been buying stuff online for over 20 years now, but never ever have I been this satisfied with the customer service. I've had some issues with the shipment and then with filling out the request for the time life warranty and in every case their response was so prompt, expedient and helpful. They would respond within just 10 minutes of my inquiry. So far, the best customer service I've been dealing with online. I can wholeheartedly recommend their pans to whomever is dedicated to supreme experience while cooking.

I brought a small roasting pan with rack, the first one was damaged and sent back for a replacement. Then whilst cooking a meal with the new one the painted rack, not stainless steel had melted into the meal. It took months to replace. Then I received the third pan and again the paint is coming off and landing in the meal. So I did an honest review of the pan, no sooner it was up, I get an email back from HexClad, just the normal stuff we are so sorry blah blah blah and so on.
Today I get this response:

Hello Stephen,

Thank you for taking the time to share such detailed feedback with us. I’m genuinely sorry for the frustration and disappointment you’ve experienced — especially after placing your trust in HexClad and giving us multiple chances to get things right.

I completely understand how upsetting this must have been. Investing in premium cookware comes with the expectation of premium quality and responsive support, and it’s clear we fell short on both. The lack of replies to your earlier emails is particularly disappointing, and I truly apologise for that.

We really do appreciate you bringing these issues to our attention, and we’d love the opportunity to put things right. In the interest of your satisfaction, we’ll be replacing all affected cookware items as well as the salt grinder.

I’ve requested a return label for you — once it comes through, you’ll be able to send the affected items back to us at no cost. As soon as that’s underway, we’ll make sure the replacements are arranged promptly.

Thank you again for your honesty and patience. We value your trust, and I hope we can restore some confidence in both our products and our service. I’ll be here to see this through and keep you updated until it’s fully resolved.

Hexclad Support Team!
Thank you,

Adar J.

Customer Support, HexClad Cookware International
HexClad Help Center ​

This was my response:

Which items are we talking about please? Because you still are rejecting my request for information about the painted rack. I refuse to send it back if I’m getting the same thing again, the paint melts into the food, when you have made a stainless steel rack then please send out the returns label everything bar the 7.5 litre pan.

The ball in in your court! Stainless steel is what you want us to buy then sell it! Not painted crap!!!

Kindest regards
Mr Channon

Please note! If you are thinking of buying these pans, don’t believe all the false five star reviews on the website, if you come to Trustpilot, you can read honest reviews from one to 5 as I think that would be more helpful to you to be able to purchase the correct pans. Please don’t get me wrong the pans are fantastic. They do scratch if you use stainless steel tools with them that’s why they’re all set is made of silicon and stainless steel sorry they have one item that stainless . But I want everybody to know where I stand the I’m paying £204 for a roasting tin then I want to stain the steel rack not something it’s hand-painted in wherever.

A premium brand? Far from. We have had our pan set for 3 months and they are sticking like what you’d expect from a £20 wilko set. Customer service from HexClad has been outstandingly shocking and on multiple occasions the issues have been branded as “user error” despite following the meticulous care instructions. For the amount these things cost, I would recommend taking your hard earned funds elsewhere and purchasing a reliable set of pans that don’t make something as simple as an egg resemble something that’s come out of a garbage disposal unit. Shocking.

Great customer service. It makes a big difference.

Fantastic pans which are an absolute pleasure to use. Non stick a life time guarantee dishwasher safe and being able to use metal in them is super!
Also and most importantly no nasty chemicals
Excellent customer service too!
What more could you ask for.

Exceptional customer service. My question was answered promptly and resolved within a couple of hours. Products are fantastic and can’t recommend them highly enough. Thank you

Absolute waste of money costumer service is awful warranty not worth the paper is written on. Don’t waste your money it’s taken me since December to try and organise a return to which I have to pay for them I’ve been I will only get a percentage back of what I have paid for them a lot the emails are AI generated as well.

Where’s my refund you have for the pans back now what’s going on your costumer service is awful no update nothing worse thing I’ve have ever ordered

It was as simple as making a video supporting my case. Billy approved it the same day even though it was a weekend which was very impressive.

The pans are gorgeous and live up to the hype. Unfortunately there was a mix up with shipping. It took a while and a number of emails to resolve but customer services were always professional and helpful. Ultimately it was resolved in a way which suggested a high regard for customer satisfaction. Thanks especially to Dancun

Absolutely great products, backed by an exemplary customer team, with a wonderful customer centric focus. My query was resolved with 6 hours, superb 👏👏👏

What more can I say, definitely 5* in my book, both for products & service, absolutely worth the investment ✅

Great customer service when half of our order was lost by the courier. A replacement was sent very quickly after the stated waiting period.

Looking forward to using the set as a whole now!

Ongoing issues. Back and forth emails for weeks. Each time, someone different responds.

Frustrating that I'm unable to fully resolve by speaking to someone!

Simple issue, taking extraordinary amount of time to resolve due to the only way to contact being email.

Disappointed.

We had really issues with the shipment. The Hexclad team has high competences communication and focused on resolving the issue. Additionally thex are extremely responsive. The answers come back after minutes. Sadly the parcel didn't arrive on time. But it was the forwarders fault.

Very quick response from customer service with good practical advice which quickly resolved my issue

I’ve had my pans for just over 1 year now and I have to say that I’m not entirely impressed with any of them. I’ve religiously stuck to the guidance, completed the seasoning and been super careful with their use on our induction hob. All bar one of the frying pans now stick and even boiling pasta in the saucepans requires some degree of oil to be added. I’ve had an interaction with the “customer services” team which felt automated and robotic, basically telling me to re season the pans and all would be ok. Well it’s not. They’re basically reaching the end of their useable life a little over 1 year from purchase. So it’s disappointing given their cost and high praise that they’ve performed little better if not the same as a high street brand which sells for a quarter of the Hexbrand price. An expensive mistake I won’t repeat.

My experience has been excellent .
Customer service outstanding. It refreshing to be looked after and felt my custom meant something.