Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was looking to order some pans I pressed the wrong button and immediately contacted the company about my mishap. They cancelled half the order and sent me the other half. I sent it back which they are charging me for which is unfair. Im requesting a full refund immediately they have had there unopened product back in there custody for some time and still havent refunded me. Everytime I call its automation

  Business Response

  Date: 04/07/2025

  Hello *****,
  
  Thank you for reaching out to **. We apologize for the inconvenience you've experienced with your order and the difficulty in contacting us. We completely understand your frustration, and we are grateful for your patience. After reviewing your case, Id like to inform you that a refund has already been processed on our end. You should receive the funds back in your account within 7-10 business days. Please check your email as we have sent you a notification confirming the refund. If you have any further questions or concerns, please dont hesitate to contact us. Were here to help!
  
  ****** *. - HexClad Support

  Customer Answer

  Date: 04/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/22, we purchased three 14 woks from Hexclad website with total price: $513.88. On the website, the wok is listed as oven safe upto 900F (usually means no any harmful coating on pan). When we received the wok, the user manual lists only oven safe unto 500F (lots of common cheap non-stick pan like this). I also checked the item number of the product on the box and found it was the same one as sold on ******, which also listed oven safe unto 500F. If I know this ahead of time, I wont purchase the wok due to health concerns. This is a fraud ads (claiming 900F on web but mailed the 500F version to customers). I think lots of other customers were tricked similarly. Hence, I sent them an email to ask for return and full refund. They rejected to cover the shipping cost and claimed that I could just refer to the web description instead of the product manual. I cannot believe them given all the evidence listed above. I hope BBB could help me get the full refund with return shipping cost covered by Hexclad and require them to remove the 900F description on their official website unless they could provide strong evidence like certificate of lab with reputation. Hexclad web: ******************************************************** ****** web for the same product: *********************************************************************************************

  Business Response

  Date: 03/31/2025

  Hello Jie,
  
  Thank you for reaching out to ** regarding your recent purchase of the 14 wok. We sincerely apologize for any confusion caused by the discrepancies between our website description and the user manual provided with the product.
  We understand your frustration and regret any inconvenience this may have caused. Our goal is to provide clear and accurate information, and we appreciate you bringing this to our attention.
  Regarding your return request, while we do not charge a restocking fee, customers are responsible for return shipping costs in accordance with our policy, which you can view here: ****************************************************************.
  We appreciate your feedback and will work to ensure better consistency in our product information. If you have any further questions or concerns, please do not hesitate to reach outwe would be happy to assist you further.
  
  ****** *. - HexClad Support

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23134009
  
  I am rejecting this response because:
  It was the sellers responsibility to maintain consistent descriptions. Online description inconsistent with the in box manual suggested fishy and dishonesty. Apparently the woks mailed to me were the older version. Seller cannot provide any evidence that they were the newer woks oven safe up to 900F except redirecting me to a web description. This is a joke. Since when the seller mailed wrong product to the customer that customer needs to cover the shipping back cost? The seller should cover all expense including shipping due to their fault. 

  
  Sincerely,
  
  *** ****

  Business Response

  Date: 04/04/2025

  Hello Jie,
  
  We sincerely apologize for any miscommunication or inconvenience caused regarding your order. We understand your frustration, and we want to make things right. As a gesture of goodwill, we will cover the return shipping costs for you. Please let us know how you would like to proceed, and we will ensure the process is as smooth as possible.
  Thank you for your understanding, and we truly appreciate your patience.
  
  ****** *. - HexClad Support

  Business Response

  Date: 04/04/2025

  Hello Jie,
  
  We sincerely apologize for any miscommunication or inconvenience caused regarding your order. We understand your frustration, and we want to make things right. As a gesture of goodwill, we will cover the return shipping costs for you. Please let us know how you would like to proceed, and we will ensure the process is as smooth as possible.
  Thank you for your understanding, and we truly appreciate your patience.
  
  ****** *. - HexClad Support

  Customer Answer

  Date: 04/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Please ask the store contact me at my email address ******************** to schedule a pickup to return the three woks at their cost and issue full refund.   
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a set of salt and pepper grinders that do not work properly. One is difficult to turn and the other leaks. These were pretty expensive too. Hexclad claims to have a lifetime warranty. However, after conversing with them many times via email, they have stopped communicating and I cannot get my warranty claim resolved. When I call them they also do not answer my call. Very frustrating.

  Business Response

  Date: 03/26/2025

  Hi ******, once again we truly apologize for any issues and can assure you this is not the standard we strive to provide. I personally reached out to send you an email to offer you a solution. We look forward to resolving this for you - ********, HexClad Support

  Customer Answer

  Date: 03/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/26/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to Hex ****** website to buy a 12" skillet with a lid....Price $199.00. Then a pop up for a discount..39% discount (I believe)...POP UP GAVE ME A DISCOUNT CODE, I PUT THE DISCOUNT CODE IN...THE IT SAID MY CHARGE WOULD BE $139.00.. Then before I gave my credit card info, the site said my price would be $139.00. So I filled in all the requisite information.....at the end there was NO DISCOUNT AT ALL....!!! Total Price $211.00 was charged to my *************** **** Acct ending in 4505. This just happened today ********...I had tried several times last night before I retired, but the discount part wasn't working.... I think this is a scam used by companies to get you credit card info and then "SCREW YOU" because maybe they will claim it was a computer "Glitch".... I DON'T believe it, I shop a lot online, and this happens to be on par for what happens ALL THE TIME... IT NEEDS TO BE STOPPED....PLEASE STOP THEM ....??? I want them to pay me back my discount...! NOW....!! STOP LETTING BUSINESS GET AWAY WITH THIS FAKE "DISCOUNT SCAM." AS IT IS RAMPANT and UBIQUITOUS. I WANT THE $60.00 DISCOUNT (BACK), that THEY SAID I had...before THEY GOT HOLD OF MY CREDIT CARD NUMBER....

  Business Response

  Date: 03/26/2025

  Hi *****, thank you for taking the time to share about your experience. We apologize for any frustrations and confusion. I can assure you that we do not offer a discount scam and strive to offer our customers the best possible purchase experience. I was able to look into your account and see that our team sent you an email to look further into the discount that you are asking about. We kindly ask that you reply so that we can assist you - ********, HexClad Support 

• Initial Complaint

  Date:03/25/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order for a very expensive set of pots and pans on 3/21. My bank was drafted the funds on 3/24. I checked the status of the order on 3/25 to collect tracking information. I was surprised to find the order was canceled by the company after drafting my account. They are unresponsive to voice calls and emails. I've since had to dispute the charge with my bank and place a stop payment on any further charges from this business. As a refund/dispute resolution will take weeks to complete, this company has effectively tied up nearly $3,000.00 in cash funds to find a product elsewhere for weeks.

  Business Response

  Date: 03/27/2025

  Hi ****, thank you for reaching out. We truly apologize for any confusion and/or inconvenience caused so far by the situation. After reviewing the situation further, I confirmed that our system encountered an issue which resulted in a cancellation email being sent erroneously regarding this order, when that wasn't actually the case. We have sent you a goodwill gesture as an apology for this error on our end and hope we are able to make it up to you. We can assure you this is not the norm and the expereince that we want our customers to have. - ********, ******************** Support 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23115053
  
  I am rejecting this response because:

  The business response is not an actual account of the events that occured.  I never received any emails from the business stating the order was canceled, I logged into the business website to discover my order was canceled.  I received no emails from the business after the cancellation as they stated.  The business did finally refund my purchase, however only after I got my bank and the bbb involved.  The only email I received from the business was to state they refunded my purchase.

   

  A business should not charge individuals until they have confirmed their inventory and the item ordered is being processed for shipping.  This simple practice will avoid this kind of issue for any future customers.  I will not be doing business with this company ever again, unsound business/shipping practices.

  Sincerely,
  
  **** *****

  Business Response

  Date: 03/27/2025

  Hello ****,
  
  We sincerely apologize for the frustration and inconvenience this has caused.
  
  Please know that this is not the experience we want for our customers. We take your feedback seriously and appreciate your suggestion. While we regret that we were unable to meet your expectations this time, we value your input and will use it to improve.
  
  To clarify, the canceled order message you received was due to an error in our system. Your order was not actually canceled, and we take full responsibility for this glitch. We understand how this may have caused confusion, and we sincerely apologize for any frustration it may have caused.
  
  Thank you for your patience and understanding.
  
  ****** *. - HexClad Support

  Customer Answer

  Date: 03/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will suffice.  I still don't have and now won't get the product I wanted from this company, and will have to result in getting the product I wanted from another source.  I feel the business response was simply lip service to avoid a negative review by the bbb.

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The pans do not perform as advertised. They claim to be non stick. Each time I use them, everything sticks. The support people have given instructions on how to clean and "season the pans. I've followed these instructions many times. I continue to have the same proble. Today, they told me that warranty doesnt cover this issue. They're defective, they should be covered under warranty or refunded.

  Business Response

  Date: 03/13/2025

  Hello *****,
  We sincerely apologize for the frustration youve experienced with your pans. We truly appreciate the time youve taken to follow our care and seasoning instructions.
  For your reference, please see the link below to get more information and details on our warranty:
   *************************************************
  While this issue is not covered under our warranty guidelines, we want to ensure you have a great experience with HexClad. As a courtesy, we have offered a non-warrantable replacement, as noted in our reply to your email on March 4 and 12. Rest assured, once we receive the pans back, we will promptly send you a replacement.
  Please let us know if you need any further assistance.
  
  ****** *. - HexClad Support

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Hybrid Wok and Hybrid Griddle 12" January 9, 2024. At the time of purchase cookware was advertised as non-toxic. However, we later learned that cookware manufactured before mid-2024 contained PTFE for coating, which is a derivative of a toxic chemical used in teflon. These pans were advertised as non-toxic, which is simply not true. Hexclad all but admitted this when they switched to a ceramic coating mid-2024 for their cookware. The fact is PTFE is a known toxin when heated to 500 degrees. **** builds in the bloodstream and cannot be removed. I cannot subject my family to known toxins, thus cannot use these pans. I reached out to Hexclad to request they be exchanged, which they have refused to do. They did confirm cookware ordered later in the year is ceramic coated and does not contain PTFE. However, they are refusing to do anything about the cookware that was purchased under false advertising. I am not asking for money back and I am more than willing to send them the pans involved. I simply want them replaced so I can feel safe using them in my household.

  Business Response

  Date: 03/07/2025

  Hello *****,
  Thank you for reaching out and sharing your concerns. We sincerely apologize for any frustration or disappointment this has caused. We completely understand how important it is to feel confident in the cookware you use for your family.
  At the time of your purchase, information about the materials used in our cookware was available on our website. While we acknowledge that our product line has since evolved, we stand by the safety and quality of our earlier cookware when used as directed.
  Were sorry if this is not the resolution you were hoping for. While we are unable to offer an exchange, please know that we appreciate your feedback.
  If you have any other questions, please dont hesitate to reach out. 
  ****** *. - HexClad Support

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Hexclad pans, after reading that they were superior and endorsed by a famous chef. They advertise that they are free of any toxin or unhealthy ingredient. I later read about a class action lawsuit against Hexclad because they indeed do contain an unhealthy ingredient, one that builds up in your body and stays in your body. I wrote Hexclad and asked To return the pans for a refund. Because I made the request after the 30 day return window, Hexclad refuses to allow me to-return the product for a refund. Im afraid to use the product for health reasons.

  Business Response

  Date: 03/03/2025

  Hello ***,
  Thank you for reaching out to **. We appreciate the opportunity to address your concern.
  After reviewing your order we can confirm that your purchase features our proprietary TerraBond coating, which is free of PFAS and PTFE and was also mentioned by one of our team members in their previous correspondence with you.
  Regarding your request to return the product, as your purchase falls outside of our 30-day return window, we must respectfully decline the request for a refund. We understand that this may be disappointing, but we appreciate your understanding of our policy.
  If you have any further questions or concerns, please don't hesitate to reach out.
  
  ****** *. - HexClad Support

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hexclad Hybrid *********** Set (12-Piece) Purchased from ****** in October 2024 for ******.Pan and pots is now stained and not nonstick now after only 4 months. We've never used high heat and we seasoned the pan as directed. Contacted their customer service back in January, they said the warranty has expired and you can't return it and they do a replacement if it chipping. The one pot was chipping, and was replacing. Poor quality !!

  Business Response

  Date: 03/03/2025

  Hello ******,
  
  Thank you for your feedback! At HexClad, we strive to provide high-quality cookware, and we're sorry to hear that your set hasnt lived up to expectations.
  Were glad we could assist with the replacement for the chipped pot, and we want to ensure you're getting the best performance out of your HexClad pieces. If youre still experiencing issues, please dont hesitate to reach out to us at ************************************************. Our team is happy to help troubleshoot or provide additional care tips.
  Also as previously mentioned, our return policy is 30 days from the purchase date, but rest assured that your purchase is backed by a lifetime warranty, and we proudly stand behind our products. If you're experiencing an issue, we will process a replacement under our warranty guidelines.
  Thank you again for choosing HexClad. We appreciate your feedback and will continue working to improve our products and service.
  
  ****** *. - HexClad Support

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23008626
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ***

  Customer Answer

  Date: 03/07/2025

  Hello Nat,

  Thank you for reaching out. I would like to return all the HYBRID POTS & PANS BECAUSE I AM NOT
  SATISFIED WITH IT AFTER USE , IT STARTS TO BURN AND THE ARE ALREADY
  CHIPPING . They advertise that you don't need to use oil because the food doesn't burn, but after a few months, everything burns, and they don't give a guarantee for burning, only for damage. This is not cheap cookware , the quality is terrible, after
  3 months.
  I want to return it and I don't need a replacement.
  Thank you.

  Business Response

  Date: 03/08/2025

  Hello ******,
  Thank you for reaching out again. To clarify, here are a few key tips to ensure the best cooking experience:

  -Always cook on low to medium heat. High heat can cause excessive wear and discoloration over time.
  -While HexClad is designed to reduce the need for oil, using a small amount can enhance nonstick performance, especially for delicate foods like eggs.
  -Clean your pan with a neutral pH cleanser, polymer based sponge, and lukewarm water. This helps maintain the look and function of the cookware.
  -Regularly seasoning your pan helps maintain its nonstick properties. Applying a light coat of oil and heating the pan occasionally will keep it performing well.

  
  We understand your frustration, and as a goodwill gesture, we previously offered a non-warrantable replacement on February 5th. While we are unable to process a full return at this time, we hope these care recommendations help improve your experience with HexClad. If you have any further questions, were happy to assist.
  
  ****** *. - HexClad Support

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23008626
  
  I followed all your instructions and the food is burning. I don't want a replacement, I want to return the whole set!
  Sincerely,
  ****** ***

  Business Response

  Date: 03/10/2025

  Hello ******,
  Thank you for your reply.  As previously advised, you are beyond our 30-day return window, so were unable to process a return at this time. We apologize for the inconvenience.
  
  ****** *. - HexClad Support

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23008626

   Hi, you see that it is useless to try anything. Everything that they wrote here, they wrote to me personally when I filed a complaint. They write the same thing, that you need to follow the instructions so that it does not burn and 30 day guarantee is expired. 
  

  
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:02/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Enclosed in photos are the attempts Ive made through email. Ive made calls with info about my issues, never receive calls or emails back.Pans peeling Receipt are enclosed

  Business Response

  Date: 02/28/2025

  Hello ****,
  Thank you for reaching out to us. We sincerely apologize for any frustration this situation has caused.
  Our records show that we responded to your email on February 8th and followed up again on February 24th. In our previous emails, we requested some additional information to proceed with your warranty claim, but we have yet to receive a reply. If you have not seen our emails in your inbox, we kindly ask you to check your spam or junk folder, as they may have been redirected there.
  Please feel free to respond with the requested information at your earliest convenience, and we will be happy to assist you further. Let us know if theres anything else we can do to help.

  
  ****** *. - HexClad Support

  Customer Answer

  Date: 03/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  BBB response was great.  However, the company has not responded to me reaching out to them, as per the response.
  
  Sincerely,
  
  **** *********