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Business Profile

Online Retailer

HexClad

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 175 total complaints in the last 3 years.
  • 95 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/15/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 a 12 wok from Hexclad. After being used for a few months noticed a small chip in the non-stick coating on the inside bottom of the pan. Contacted Hexclad customer service. Was told this was from improper storage or contact with utensils and is not covered! These are suppose to be metal utensil safe so contact with utensils should be safe. I dont want to be eating this stuff. Hexclad is then false advertising.

    Business Response

    Date: 01/17/2025

    Hello *******,
    Thank you for reaching out to us and sharing your concern regarding your HexClad wok. We deeply regret any frustration this situation has caused and want to assure you that your satisfaction is important to us.
    Upon reviewing our records, we noticed that we responded to your email yesterday regarding this matter. To ensure we address your concerns promptly and thoroughly, we kindly ask that you check the email we sent for further details and next steps.
    HexClad cookware is designed with durability and safety in mind, however, to maintain the integrity of the non-stick surface, we recommend using non-metal utensils whenever possible, as repetitive or forceful contact with metal tools can contribute to wear over time.
    We take every concern seriously and are committed to assisting you with a resolution.
    Thank you for being a valued HexClad customer, and we appreciate the opportunity to assist you.

    ****** *. - HexClad ************************stringify-type="italic" style="box-sizing: inherit; color: rgb(29, 28, 29); font-family: *****-****, *****-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures;">

  • Initial Complaint

    Date:01/15/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    My husband bought Hexclad cookware in 2023 believing they are nontoxic. Haxclad falsely advertised their cookware as nontoxic, but it contained PTFE. We would have never bought the cookware if they indicated in their website that they used PTFE. I sent an email to them asking if its true that they used PTFE at the time I bought my cookware and they confirmed. I unknowingly poisoned my family and my children for over two years using their cookware. **** has been proven to be toxic and a forever chemical. In 2024 they changed their coating because of lawsuits. I want a refund or exchange for the new cookware with non toxic coating.

    Business Response

    Date: 01/17/2025

    Hello Adisa,
    Thank you for reaching out and sharing your concerns regarding your HexClad cookware. We deeply regret any distress or inconvenience this situation has caused you and your family, as the well-being and trust of our customers are of the utmost importance to us.
    At the time of your purchase, to provide the best non-stick functionality, we used a PTFE-based coating. This information has always been available on our website during the period such products were available for purchase. All the coatings used on our cookware have been approved by the ****** and ****
    Once again, we apologize for the inconvenience and thank you for being a valued member of the HexClad community.

    ****** *. - HexClad Support

  • Initial Complaint

    Date:01/14/2025

    Type:Product Issues
    Status:
    Answered
    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 cookware around Black Friday and I did receive it within two weeks. I immediately alerted them that I was missing a pan. I also asked them if I could exchange that pan for a smaller sized wok due to the fact that the size 12 pan I received was pretty big and it wasnt going to work very well on my cooktop. They refused that request but eventually agreed to send the missing item! I received that a week later. As suspected the item was too big, so I opted to return all of it! I asked for it to be returned, they agreed but told me I had to pay for return shipping cost. This was ***** out of my pocket, but I decided to do it anyway. I used ***** and the tracking # is ************. It is now January 14th and I keep getting emails stating that they are send it to an escalation team that will get back with me. I have received the exact message 3 times. No refund and no one contacts me on this matter. I paid $493.74 on November 25, 2024. They received the item back on December 23, 2024.

    Business Response

    Date: 01/16/2025

    Hello *****,

    We want to apologize for the frustration and inconvenience youve experienced with your return and refund process. We understand how disappointing and stressful this has been, and we deeply regret the delays and lack of clarity in our communication with you.
    Please know that your concerns were heard, and weve taken steps to address them. Were happy to share that your refund was processed yesterday, January 15, 2025. While the refund is on its way, it may take 710 business days to appear in your account.
    We truly value your patience and understanding as we worked to resolve this issue. 
    Thank you for giving us the opportunity to make things right, and we hope to serve you better in the future.


    ****** *. - HexClad Support

  • Initial Complaint

    Date:01/14/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 almost the entire line of Hexclad products. I have the knives, the knife block, the wok, the saute pan, the 6 piece pan set and all the glass tops. i purchased these because of what i had heard about them and the lifetime warranty. Since we are talking about just over $1000 of cookware i am very protective of and take great care of it. I only use soft sponges, never put it in a dishwasher, never overheat it, and only use silicone spatulas. I even keep them in the original cloth bags. Well to my surprise the other day i went to make my son breakfast and i noticed some scratches in the pan. Two were deep enough to get my nail into. Well, anyone who knows better knows you should never use a nonstick pan once its scratched. Its unsafe and can put toxic particles into your food. So i contacted the company and while they responded quickly they told me that it was normal wear and tear and wouldn't effect the performance of their product. After several emails, with them requesting more and more information they told me they would give me a one time courtesy and honor their warranty. But the catch is i have to ship the pan back at my own expense for them to review and send me a replacement. That isn't cheap. And while i shouldn't have to say this, i honestly cant afford it at the moment. So i responded back that i will not be doing that and will take my business elsewhere, they said they will review my case and get back to me. I received a response today saying my request is denied. So at this point I'm absolutely disappointed and have no choice but to throw out this pan and buy a stainless steel pan and move on ****** learned. They have lost a loyal customer over paying for shipping to cover a warranty on their product that they are giving me a one time courtesy on, which just sounds ridiculous. Loyalty works both ways Hexclad, I did my part but you have failed to do yours.

    Business Response

    Date: 01/17/2025

    Hello *****,

    Thank you for sharing your concerns regarding your HexClad cookware. We deeply appreciate your loyalty to our brand and the care youve put into maintaining our products. Were sorry to hear about the experience youve had, and we want to assure you that your satisfaction is very important to us.
    At HexClad, we take pride in offering durable, high-quality cookware backed by a lifetime warranty. While some surface wear may occur with normal use, we understand your concerns about the scratches on your pan and your hesitation to continue using it. As mentioned in our warranty information, scratches are not considered a manufactures defect and not covered in our lifetime warranty.
    As part of our process and as previously communicated, we kindly ask that you ship the pan back to us for a non-warranty replacement. Rest assured that once we receive it, we will promptly process your replacement and ensure you have a product that meets the high standards youve come to expect from HexClad.
    We understand that covering the shipping cost may feel like an inconvenience, and we apologize for any frustration this may have caused. Please know that we are here to support you and are committed to making this process as smooth as possible.
    We value your trust and look forward to resolving this matter for you.

    ****** *. - HexClad Support

    Customer Answer

    Date: 01/17/2025

     
    Complaint: 22805608

    I am rejecting this response because:

    You have not understood what i have tried to convey. This will be the third time; As i have stated multiple times and at great stress to myself i cannot afford to ship the item back. It is heavy and will not cheap and ive already paid a ridiculous amount of money for these products.  I will not pay any more money to send this product back. You can mail me a replacement with a return label and i will gladly send it back or i can take a video of myself throwing it out. I cannot nor will not use this damaged pan.  Those are the options. Do the right thing and honor your statements about customer satisfaction. I look forward to hearing your response. 

    Sincerely,

    ***** ******

    Business Response

    Date: 01/28/2025

    Hello *****,

    Thank you for reaching out to ** regarding your recent concern. We genuinely appreciate your support of HexClad and understand your disappointment regarding the issue with your cookware.
    Please know that HexClad proudly stands behind the quality of our products, and we offer a lifetime warranty to cover any manufacturing defects. Unfortunately, scratches and normal wear and tear, including issues resulting from your 2023 purchase, are not considered manufacturing defects and are therefore not covered under our warranty policy.
    We sincerely apologize that the non-warrantable offer does not meet your expectations. Your satisfaction is incredibly important to us and thank you for being a valued HexClad customer. If you have any further questions or concerns, please dont hesitate to reach out.


    ****** *. - HexClad Support

    Customer Answer

    Date: 01/28/2025

     
    Complaint: 22805608

    I am rejecting this response because:

    For you, scratches may constitute normal wear and tear and absolve you of your responsibility to honor your warranty but a non stick pan loses its integrity and becomes unsafe when it has scratches.  I have lost count of how many times i have written this to you but i will not risk particles getting into my familys food. whether you do the right thing and provide a replacement is irrelevant to me at this point. Youve had many opportunities to do that and have chosen to repeat yourselves and sandwiched it between a cookie cutter message. I will be throwing out this pan and purchasing a reliable product. I am disappointed that i own so many of these very expensive pans but i will begin the process of phasing them out and purchasing reliable cookware. Thank you for making this decision easy and clear for me.  An expensive ****** on my part but one i will not have to learn again and i will make sure anyone in my sphere of influence does not have to learn either. 


    Sincerely,

    ***** ******

    Business Response

    Date: 02/01/2025

    Hello *****,

    While we empathize with your concerns, we must acknowledge that at this point, we are unable to offer further assistance beyond the terms of our warranty policy. We understand this may not be the resolution you were hoping for, and for that, we are genuinely sorry. However, if you wish, you can still take advantage of the non-warranty offer we extended earlier. Your experience and feedback matter to us. We wish you the very best and appreciate the time you spent sharing your experience with us.

    ****** *. - HexClad Support

    Customer Answer

    Date: 02/05/2025

     
    Complaint: 22805608

    I am rejecting this response because:

     

    I appreciate you repeating the same response to me. I cant afford to send the pan back. I dont know what other way to explain that. Its also great to keep having to admit that i cant afford to sent the pan back. Nothing makes a person feel better about themselves than to admit they cant afford something small like shipping a pan back. Yet you guys really are great at showing compassion and empathy in that regard. Just a little word of advice, after 5 times telling you i cant afford to send the pan back the right thing to do would be to say ok we understand and we will forgo you sending the pan back and will just send you a new pan. Please toss the old pan out and enjoy this new one. I would have been out of your hair weeks ago. And also, The cost of paying someone to regurgitate these responses to me over and over probably would have paid for the new pan by now. Solid business strategy. So unless you will be sending me a new pan and we call it even, dont bother writing me back. You have show how much you care about your customers by not listening to someone who genuinely cant afford to shell out money for the shipping, much less the purchase a new pan. I tried to express that politely without having to emasculate myself by saying im broke but now i have had to do so over 5 times. I wont be doing it again. So when i do finally have the cash ill just be buying a good quality stainless steel pan. You could have fixed this and kept a customer but that doesnt seem to factor into your business model. Message received loud and clear. 

    Sincerely,

    ***** ******

  • Initial Complaint

    Date:01/13/2025

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Ordered 3 pans with lids. Over $400. My payment was processed 1/4. Email indicated I would have the items estimated 1/10. Provided ************ that showed a label was made. No indication that anything actually shipped. Started contacting them 1/8 and 1/9. They apologize saying it did ship but the tracking isnt updated. Contacted back 1/10 still only shows label printed. Now they admit its not shipped. They say if it doesnt ship by 1/13 I need to file a claim and provide me a link. Seriously? Im the customer here. Ship my items or refund my money. Im not jumping through hoops to file a claim. All emails are automated. None helpful whatsoever. Would never order from this company again

    Business Response

    Date: 01/17/2025

    Hello ******,

    Thank you so much for reaching out and sharing your experience with us. Were truly sorry for the inconvenience youve faced and want to reassure you that weve taken your concerns very seriously.
    After reviewing our records, were happy to confirm that your order was delivered yesterday - Thursday, January 16.
    We deeply appreciate your patience and understanding throughout this process. Your feedback is invaluable and helps us improve every step of the way. We hope to have the chance to serve you even better in the future.

    ****** *. - HexClad Support


    Customer Answer

    Date: 01/17/2025

     
    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:01/09/2025

    Type:Product Issues
    Status:
    Resolved
    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 received a $250 gift card for Hexclad from a family member. I ordered two items. One was too large, so, following their return policy, I sent it back a week after I received it. I was told (in emails) that the gift funds would be returned to the charge card it was purchased from. I got the gift card in November, and sent the item back in a week. HexClad informed me (email) that the return package had been received, and the refund would be on its way. It never came, and there has been NO contact from HexClad that I have not initiated. They keep telling me that they have sent my complaint to one office or another. I never hear back unless I email them and say "What gives??"

    Business Response

    Date: 01/10/2025

    Hello *****,
    Thank you for reaching out and for bringing this matter to our attention. Please accept our sincerest apologies for the inconvenience you have experienced regarding your refund. We understand how frustrating this has been for you, and we truly appreciate your patience as we work to resolve this matter.
    After reviewing our records, please know that we have just resent the gift card to your email address. You may also check your inbox to confirm this information.
    Once again, we deeply regret any inconvenience this has caused and thank you for choosing HexClad.

    ****** *. - HexClad Support

    Customer Answer

    Date: 01/14/2025

     
    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:01/09/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    On 10/30/2020 I purchased a set of cooking pans/pots directly from ************************** on order #******. These products were advertised as coming with a "lifetime" no questions asked warranty on their products. I have recently requested a replacement to a WOK that was purchased as part of this order due to warping issues on the bottom of the wok. This is the second time i have experiences warping issues with hexclad products. The first time was over 2 years ago on a pan, that hexclad replaced with no issues. This time the warping is on the wok and hexclad is denying my warranty claim indicating that "warping" is not covered. Despite the warranty initially indicating it covers everything and also the fact that they have replaced a different product previously with the same issue. There is no phone number i can call at hexclad and i have received six different responses from different support agents via email. none of them are communicating or understanding the issue or even providing a similar response. I have attempted to get a replacement several times with no success. I will also be contacting the attorney general in ********** about hexclad failure to honor their warranty and i will also reach out to the CEO of ****** to advise him of the product he is selling in his stores that does not only meet the quality standards advertised but also fails to honor their warranty.

    Business Response

    Date: 01/11/2025

    Hi ****,

    Thank you for reaching out to us and sharing your concerns regarding your HexClad cookware. We truly value your business and regret any frustration this situation has caused.
    First and foremost, please accept our sincere apologies for the inconvenience you have experienced and for any confusion regarding our warranty policy. At HexClad, we take great pride in the quality of our products and strive to provide excellent customer service to our valued customers.
    Allow me to explain how our warranty applies to replacements. Our Lifetime Warranty covers manufacturing defects that compromise the functionality or structure of our cookware, leading to ineffective use. Unfortunately, issues such as warping are not covered under this warranty.
    Warping typically occurs when cookware is exposed to sudden, extreme temperature changes or is consistently subjected to very high temperatures. For example, introducing cool or cold water into a hot pan, or submerging hot cookware in cold water, can cause the metal to warp, resulting in an uneven base. These scenarios, while not a manufacturing defect, are situations we encourage all customers to avoid to maintain the longevity of their cookware.
    We understand your disappointment, particularly given your positive previous experience with our warranty process. While we are unable to replace your wok under warranty at this time, we genuinely regret any inconvenience this may have caused.
    Should you have further questions, please do not hesitate to reach out. Our team remains committed to assisting you in any way we can.
    Thank you again for bringing this matter to our attention, and we appreciate the opportunity to clarify our warranty terms.

    ****** *. - HexClad Support

    Customer Answer

    Date: 01/13/2025

     
    Complaint: 22790864

    I am rejecting this response because I had an identical issue with a different HexClad frying pan (from the same order) previously.  It was also warping.   You acknowledged the defect previously and replaced the product.   It was the same exact issue.   So how is this different?     Its different because initially you were a smaller company just starting to get your product distributed so negative reviews and feedback would have been more detrimental?   Now a couple of years later your warranty policy and practices have changed?  Under the same identical scenario?   Does not make any sense other then hypocrisy to serve your best interest and weasel out of a warranty claim.   
    that s fine.  I will post reviews (similar to hundreds of other negative ones) on social media and hopefully alert any future potential buyers about your practices.     

    Sincerely,

    **** ******

  • Initial Complaint

    Date:01/09/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    On September 14, 2024 i placed an order on ****** to receive one of your 5.5 qt deep saute pans. I received it september 18th. Since the day we received it, everything cooked in it has stuck horribly to the pan. This is very disappointing as we have several.other pans from hexclad that work amazingly. I have tried reaching out via the phone several times and then finally through the warranty claims page. I still have not heard anything back. Not even an automated message. I'm very disappointed in the customer service being provided by **********************. I have always talked them up to others and have resulted in a few sales for them, but knowing that they won't respond to a claim is very discouraging and a quick way to ensure I do not recommend them in the future. I want my pan replaced. For ****** I'm very disappointed.

    Business Response

    Date: 01/10/2025

    Hello *****,

    Thank you for reaching out and sharing your experience with us. We deeply apologize for the inconvenience and frustration youve faced with your 5.5 qt deep saut pan. Your feedback is important to us, and we regret that your experience has not lived up to the high standards we aim to provide for all HexClad customers.
    We understand how disappointing it must be to have issues with sticking, especially since youve had great experiences with our other products. To help address this concern, we recommend the following steps to ensure the best performance from your pan:
    Preheat Properly: Ensure the pan is preheated before adding food. You can test this by sprinkling a few drops of water on the surfaceif they form a bead and dance around, the pan is ready.
    Temperature Control: Cook on medium to medium-high heat. Overheating can cause food to stick and may affect the pan's performance.
    Cleaning: Make sure the pan is thoroughly cleaned to remove any residual buildup. A mixture of baking soda and water can help with tougher spots.
    If youve already tried these steps and are still encountering issues, were more than happy to assist further. Regarding your warranty claim, weve searched our records and could not find a request associated with the email address you provided in this message. Its possible that the claim was submitted under a different email address.
    For further assistance, please feel free to provide us with the email address you used to submit your warranty claim, or feel free to submit your claim again at HexClad Warranty Page with the Amazon receipt.
    Your satisfaction is extremely important to us, and we are committed to resolving this matter promptly. If its determined that your pan needs to be replaced under warranty, we will make sure to process that for you as soon as possible.
    Thank you for your patience and understanding. We value your support and look forward to making this right.

    ****** *. - HexClad Support

    Customer Answer

    Date: 01/12/2025

     
    Complaint: 22787527

    I would like to work with this response because-

    There are only two emails it could have been filed under.   ************************************* or *****************************.   I know for a fact that I submitted my warranty correctly and I even included a video of how severe the sticking was.   I have tried everything from adjusting the heat to cleaning and starting over on the pan to letting it heat up first.  Nothing has helped.  I would like a warranty claim to be completed.   Please advise to the next steps.


    Sincerely,

    ***** ********

    Business Response

    Date: 01/16/2025

    Hello *****,

    Thank you for reaching out to us and providing additional details regarding your warranty claim. We truly appreciate your patience and understanding.
    Were pleased to inform you that we were able to locate your warranty claim in our system. A message has been sent to you directly with further assistance and next steps to resolve the issue with your cookware.
    Should you have any additional questions or require further clarification, do not hesitate to reply to contact us directly.
    Thank you for choosing HexClad. We are committed to ensuring your satisfaction and are here to help.

    ****** *. - HexClad Support

  • Initial Complaint

    Date:01/08/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 13 piece of hexclad pots and pans and they began peeling. This is a serious health concern due to the material coming off and going into the food. They have a lifetime warranty and I have provided photo documentation, proof of purchase and serial numbers and cannot get the situation resolved. We spent almost $700 on these because of the lifetime warranty and they are not usable due to the health risk. I just keep getting the run around.

    Business Response

    Date: 01/10/2025

    Hello *****,
    Thank you for reaching out to us, and we sincerely apologize for the inconvenience you've experienced with your HexClad cookware. We understand the importance of having reliable, safe products, and we truly regret that you have encountered this issue. After reviewing the photos youve sent, its not entirely clear from the images provided that all the cookware from your set are defective, particularly due to the presence of the lids in some shots. In order to assist you as efficiently as possible and to ensure we provide the correct replacement, could you kindly send us a photo without the lids on? We would greatly appreciate seeing the full picture of the cookware, including the handles where we can clearly identify the 3 pots, 3 pans, and the wok. We are committed to honoring the lifetime warranty and want to ensure you receive the appropriate replacement. Once we have these additional photos, we will expedite the resolution and send your replacement right away. Thank you again for your understanding, and we look forward to receiving the updated photos. Please dont hesitate to reach out if you have any questions or need further assistance. I have also sent you an email with this information for your reference.

    ****** *. - HexClad Support

  • Initial Complaint

    Date:01/08/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 ordered 1 - Hybrid pan with lid on December 11, 2024. I was given an email on December 12, 2024 with a *** tracking number. I received another email on December 12, 2024 saying that it could be delayed 1 - 2 business days before they pick up the package. I received an email on December 26, 2024 saying to register my purchase. At this point, I still have not received it and when I checking the tracking information, it said that the package had not yet been picked up. I sent an email back saying to just refund the purchase. I received an email on December 27, 2024 saying they would process the refund. I then received an email (from another name) saying they are still awaiting a response from the 'internal team'. After numerous emails, I received one on January 3, 2025 saying they have 'reshipped' the item with a new tracking number. I responded to let them know that I did not agree to having it reshipped - I just wanted a refund. They said they would request a 'Return to Sender' to get a refund. After phoning and leaving a voicemail with a robot (only option) to call me on January 5, 2025 - I received a text saying they will attempt to deliver before a Return to Sender will be issued and I can respond via email. No one ever called me and I keep getting the email answer of 'having to wait for the internal team response.' Still not sure that the emails are being sent by a human. WORST customer service EVER!

    Business Response

    Date: 01/10/2025

    Hello *****,

    Thank you for reaching out and for your patience as we worked to resolve this for you. We deeply regret the frustration and inconvenience youve experienced throughout this process. This is not the level of service we strive to provide, and we sincerely apologize for falling short of your expectations.
    We have carefully reviewed your case, and as a gesture of apology, we have processed a full refund for your order. You should see the funds reflected in your account within 7-10 business days.
    Additionally, we would like you to keep the Hybrid Pan with Lid, at no additional cost to you. This is a small token of our appreciation for your patience and understanding as we worked through this issue.
    Your feedback is invaluable, and should you have any further concerns or questions, please dont hesitate to contact us again.
    Thank you for giving us the opportunity to make this right, and we hope to serve you better in the future.

    ****** *. - HexClad Support

    Customer Answer

    Date: 01/10/2025

     
    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.

    Sincerely,

    ***** ********

    • HexClad is NOT a BBB Accredited Business.

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