Complaints

• Initial Complaint

  12/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a set of pans and an additional 13in griddle pan. I received the set but not the additional pan I paid for. The companys response is that I received my pans but even the emails they sent only show the shipped me the set not the individual 13in griddle pan. See attached photos. I want a refund on my 13in griddle pan I never received. **** P

  Business response

  12/21/2024

  Hello ****,
  
  Thank you for reaching out to us, and we sincerely apologize for the inconvenience this has caused. We understand how important it is for you to receive your order, and we're sorry that the 13 griddle pan was missing.
  We want to reassure you that we have already taken action to resolve this for you. Yesterday, December 18th, we have sent you an email that our claims department processed a reshipment for the 13 griddle pan. You can easily track its progress using the following link: ********************************************************************************************************************************
  
  We truly appreciate your patience and understanding, and if you have any further concerns, please don't hesitate to contact us.
  
  ****** *. - HexClad Support

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received my Hexclad pan set on ***************. This was a birthday present and I was extremely excited to have the pans. On December 8, **************************************************** several spots on the pan. I then reached out that same day to file a warranty claim to get my pan replaced. December 8, 2024 the company responded to the claim admitting that the non-stick does appear to be coming off of the pan and asked for more information. I replied with the information and have not heard back. Hexclad will not respond to my follow up emails and I would like my pan replaced asap as the pans have a lifetime warranty and were expensive.

  Business response

  12/14/2024

  Hello ********,
  
  Thank you for reaching out to us, and we sincerely apologize for the delay in responding to your inquiry. We completely understand your concern and frustration with the nonstick coating peeling off your HexClad pan. Please know that we take these matters seriously, and we regret any inconvenience this has caused.
  
  The holiday season has brought an increased volume of emails, which has unfortunately impacted our ability to respond as quickly as we'd like. However, we are pleased to inform you that we have processed the replacement for your HexClad pan. You should receive the new pan soon.
  
  We appreciate your patience and understanding. If you have any further questions or need assistance in the meantime, please dont hesitate to reach out.
  
  ****** *. - HexClad Support

  Customer response

  12/23/2024

   
  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

  12/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered $425 worth of products from Hexclad for my wife for Christmas. They added an additional order that I never wanted for $195. I tried calling their customer service line 6 times and it was clear you could not talk to a person. I then contacted them through messaging on the website. I explained numerous times I was not interested in the $195 package and wanted it removed, they said its already been processed. I saw that it was shipped today, including the $195 package I never wanted and told them as much. I told them I wanted to cancel the whole order and am afraid they arent going to be reasonable there seeing how they have already stolen $195 extra from me for goods I never wanted. Please help me.

  Business response

  12/12/2024

  Hello ******!
  
  Thank you for reaching out to **. We deeply regret any frustration or inconvenience this situation has caused, particularly as this order was intended as a thoughtful gift for your wife this Christmas. We understand how important it is to ensure everything goes smoothly, and we truly value the opportunity to address your concerns.
  
  When you place an order on HexClad's website, our system may make unique offers to you. We see that in your case, a 7qt deep saut pan was offered and accepted to/by you. As mentioned in your order confirmation email, orders enter into fulfillment pretty quickly and edits to orders are only guaranteed when made within the first 60 minutes. We apologize that we were unable to accept your edit request.
  
  In the interest of customer satisfaction, we have gone ahead and refunded you for the additional item. No need to send the item back to us once received, please feel free to provide this to your wife for the holidays. If you have any additional questions or require further assistance, please do not hesitate to reach out to us. We are here to help and ensure the matter is resolved to your satisfaction.
  
  Thank you for giving us the opportunity to assist you.
  
  ****** *. - HexClad Support

• Initial Complaint

  12/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Dec ****** ATTN: HexClad Order Number: HCCA37841 *** Tracking Number: 1ZB546772037267788 On December 1, 2024, I placed an order with HexClad for the Signature Collection Set. On December 2, 2024, I received an email from HexClad stating that my order was on the way and included a *** tracking number. However, when I tracked the shipment, *** stated:*** doesnt have possession of the package yet. Estimated delivery date will be available as soon as we get the package.I immediately contacted HexClads customer support on December 3, 2024, for clarification and resolution. Over the course of several exchanges with their representatives (****** *., ****** K. V., and **** *** A.), I was repeatedly given vague responses that processing delays were due to high volume and the holiday rush. Despite my efforts to seek a clear timeline for when the package would be handed over to ***, HexClad has failed to provide any concrete information or ********** of December 9, 2024, it has been over a week since I placed the order, and my package has still not been shipped. This delay has caused significant frustration and inconvenience, as this purchase was intended as a wedding anniversary gift for my wife. HexClads failure to fulfill their obligations reflects poor customer service, a lack of transparency, and potential deceptive business practices.Desired Resolution:I demand that HexClad immediately:1.Ship the Signature Collection Set I ordered without further delay.2.Provide me with a valid *** tracking number confirming the package has been handed over to ***.3.Offer a reasonable resolution for the inconvenience caused by this delay.If HexClad fails to resolve this matter promptly, I will pursue further action, including but not limited to filing additional complaints with consumer protection agencies and sharing my negative experience publicly.Attached to this complaint is proof of purchase.Thank you for addressing this issue.Sincerely,***** *****

  Business response

  12/13/2024

  Hello *****,

  Thank you for reaching out to us and for bringing your concerns to our attention. First, we want to sincerely apologize for the frustration and inconvenience youve experienced with your recent order. We deeply regret that our service did not meet your expectations, especially as this purchase was intended for such a special occasion.
  
  Upon reviewing your case, we recognize the delays youve encountered and we truly appreciate your patience as we navigate a busy holiday season. Unfortunately, the delay was compounded by the recent Canada Post strike, which has impacted shipping timelines.
  
  The tracking number you already received (1ZB546772037267788) will remain the same, and you can continue to monitor the status of your package directly through the *** website as it is scheduled to ship by the end of the week.
  
  Thank you again for your patience and for choosing HexClad, and we are truly sorry for falling short on this occasion.
  
  ****** *. - HexClad Support
  

  Customer response

  12/18/2024

   
  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

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty fraud. I wrote them a message.Transcription: This pan starts to stick and it doesn't come off. The smaller pan that we also use has a little bit of wear and tear in the sense of sticking. But it's it's way worse in the middle one, which we use the most. The other pans that we have there not doing anything issues and so they're not sticking. But the worst is this middle one middle sized one and then starting to with the smaller one, too.This is what I got back when trying to claim a warranty for their defective products. The coating came off and they say it is my fault when they advised to that steel wool is okay to use on it.I have never used steel wool on this pan or even metal tools because this was my first set of super expensive pots and pans. There is a picture with two pans. One was a small one and the other the 10 inch. Both actually looked like the smaller one where the coating was coming off. Then I was advised to use steel wool to clean it. Now they say it was my fault when I followed their instructions.Unfortunately, at this time, HexClad has denied your claim as the issue falls outside of the confines of our warranty guidelines. With this being said, we truly value our customers and want to make a one-time exchange exception in the interest of customer satisfaction.If the contents in the box arrive damaged or are found to be improperly packed, your request may be denied.

  Business response

  12/10/2024

  Hello *******,

  
  Thank you for reaching out to us and sharing your concerns. We sincerely apologize for any inconvenience youve experienced and appreciate the opportunity to address the matter.

  
  Upon reviewing your case, our records indicate that we have reviewed your claim thoroughly and, while it fell outside the confines of our warranty guidelines, we were able to offer a one-time replacement in the interest of your satisfaction. Were happy to let you know that your replacement pans are on their way to you.

  
  If you have any further questions or need additional assistance, please dont hesitate to reach out to us again. Were here to help and want to ensure your experience with HexClad is nothing short of exceptional.

  
  Thank you for choosing HexClad!
  
  ****** *. - HexClad Support

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a purchase for two sets of pots on 11/28 that you had on sale for Black Friday. On Cyber Monday, you're selling those same sets for $70 less on ******. It says on ******: Sold By Hexclad Hybrid Cookware. I lost $140 by buying from you directly on Thursday instead of buying from you through ****** on Monday. I want the difference refunded back to me.

  Business response

  12/10/2024

  Hi ***,

  Thank you for reaching out to us. We understand your concern regarding the price difference between your recent purchase and the price offered on ****** during the Cyber Monday sale.
  
  As previously communicated via email, our Price Match Policy applies only to purchases made directly through our website, **************************, within 14 days of a price decrease. You can review the full details of our price matching policy here - **********************************************************************************************************
  
  Unfortunately, we are unable to honor your adjustment request at this time. We sincerely apologize for any inconvenience this may cause and appreciate your understanding.
  
  If you have any further questions or need additional assistance, please dont hesitate to contact us.
  
  ****** *. - HexClad Support

  Customer response

  12/11/2024

   
  Complaint: 22641916
  
  I am rejecting this response because: It's a shady business practice to offer a sale on your website on Friday and then offer a significantly better sale through your Amazon store on Monday. I reject the premise of your "policy" and you could easily make this right if you truly cared about your customers.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DO NOT BUY HEXCLAD COOKWARE. I have spent almost $1,500 and I am missing one pan. You cannot talk to a customer service person when you call, you have to leave a voicemail. They will never call you back so you are stuck using email to communicate which will be an endless amount of emails going in circles. They are not able to provide me with a tracking number or proof of delivery after over a week of emails. I have requested a Return Authorization and will be sending everything back and will stop payment for the missing pan and what ever they charge me for return payment. I used Affirm to purchase so after Hexclad credits them I will stop paying them what ever the balance, so far I have not paid them anything.. They are free to send me to collection, Im retired and am unconcerned with my credit score since I will never need any loans,or they can contact Hexclad and try for a credit from them. Also I will never deal with ****** as there customer service is as bag as **********************.

  Business response

  12/03/2024

  Hello *******,
  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the inconvenience you've experienced regarding your order. We want to assure you that the issue with the missing pan has been addressed on our end. We also acknowledge that you have initiated a return for both the pan and the entire order. We deeply regret that this situation has led to your decision to return the items, and we respect your choice to proceed with the return process.
  
  We understand how important it is to resolve this as efficiently as possible. Please know that your return has not yet been marked as received by our warehouse. The logging of reception and inspection for returns may take up to 3 business days. Once the items are received and inspected, a refund will be issued by our returns center.
  
  Again, we apologize for the frustration this has caused, and we appreciate your understanding. Should you have any further questions or concerns, please dont hesitate to reach out. We are committed to resolving this matter to your satisfaction.
  
  ****** *. - HexClad Support
  

  Customer response

  12/11/2024

   
  Complaint: 22621390
  
  I am rejecting this response because: After 1 month of trying to get a lost pan Rail
  reached out with a phone call and within 15 minutes had the issue addressed and a new pan sent out which I received today. The pans are amazing the customer service is not except for ****. Im they would get rid of the AI customer service and answers the phone calls it would be wonderful. Until that happens I will not recommend these pans. Thanks again **** for doing what should have been done 30 days ago. As soon as you start answering your call with a human only then will I accept your response 
  
  Sincerely,
  
  ******* ********

  Business response

  12/14/2024

  Hello *******,
  
  Thank you for sharing your feedback with us. We truly understand your frustration with the delays in getting the issue resolved, and we sincerely apologize for the inconvenience you experienced. We are grateful that **** was able to step in and resolve the situation quickly, and were glad to hear youre enjoying your new pans!
  
  We appreciate your comments about our customer service, and we take them seriously. Your experience helps us improve, and were always working to enhance how we assist our customers. Thank you again for choosing ********************. We truly appreciate your support.
  
  ****** *. - HexClad Support

  Customer response

  12/18/2024

   
  Complaint: 22621390
  
  I am rejecting this response because:you have not done anything to address your AI customer service problems. I also have not received my $75.00 coupon for my purchase or anything else for all the time and aggravation weeks of dealing with your AI driven customer service 

  
  Sincerely,
  
  ******* ********

  Business response

  12/21/2024

  Hello *******,
  
  Thank you for reaching out. We understand youre looking for the $75 discount code for your second purchase.
  The discount is based on your first purchase amount. For your order, the second purchase credit should be $50, not $75. Youll receive an email with the subject line "Your $ credit is here!" about 30 days after your first purchase. Please add ********************************************************* to your contacts so you dont miss it.
  Were sorry for the frustration with our AI customer service. AI helps us provide quick support, but were working to improve how it resolves issues and connects you to a human when needed.
  
  Thank you for your feedbackit helps us get better. If you have more questions, were here to help!
  
  ****** *. - HexClad Support

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased these pans because they were advertised as non-toxic and PFAS free. These forever chemicals have been proven harmful and I only purchased the pans because of the non-toxic advertising.Come to find out, they do in fact contain PFAS. They claim the information is available somewhere on their website but I read all about the pans I purchased and I did not come across that information. Ive contacted hexclad, and they said the return window has closed and there is nothing they can do. This is unethical and misleading advertising at the least. That information should be bold in their advertising.

  Business response

  11/21/2024

  Hello *******,
  
  Thank you for reaching out and sharing your concerns about the cookware you purchased from us. We understand that product safety and transparency are of the utmost importance, and we deeply regret that your experience did not meet your expectations. As mentioned previously, the information about the components of our pans and our return policy has always been available on our website. While we are unable to process a return outside the 30-day return window, please rest assured that your feedback has been noted and shared with the appropriate team.
  
  We sincerely apologize for any inconvenience this may have caused. We value your trust in HexClad and hope to restore your confidence in our brand. If you have any further questions or concerns, please dont hesitate to reach out.
  
  ****** *. - HexClad Support

  Customer response

  11/29/2024

   
  Complaint: 22584984
  
  I am rejecting this response because:

  you falsely advertised that pans are PFAS free, and did not make actual information regarding chemicals used in pans obvious for consumer. 
  
  Sincerely,
  
  ******* ******

  Business response

  12/03/2024

  Hi *******,
  
  Thank you for your response. As previously communicated, the information regarding the materials used in our products, including that our pans are PFAS-free, was available on our website at the time of your purchase. We strive to be transparent and provide detailed product information to ensure our customers are fully informed.
  
  If you have any further questions, please feel free to reach out.
  
  ****** *. - HexClad Support
  

• Initial Complaint

  11/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a 12 piece set online last sunday november 10 i received my order by Thursday to find 1 pan had a loose handle the large pot had a scratch in it and one of the lids had some imperfections on it. I immediately reached out to support Thursday night to inform them of the issue they advised me they would ship out the 3 replacements parts. Well that order still hasnt shipped and we dont know when it will ship. I ordered this set to have it in time for thanksgiving now i may not receive the replacement pieces in time. It may take 1-2 business days for the order to get packed but that will be delayed because of the black friday cyber monday sale. That is an unacceptable answer

  Business response

  11/21/2024

  Hello ****,
  
  Thank you for reaching out to us and sharing your experience. We sincerely apologize for the issues you encountered with your order, as well as the delay in receiving the replacements. We completely understand how disappointing this experience has been, especially since you were hoping to have everything in time for Thanksgiving.
  
  We sent you a message earlier today with the tracking number for your replacement order, so you can stay updated on its progress. We are working diligently to get these to you as quickly as possible, and we genuinely appreciate your patience during this busy time.
  
  We understand how important it is for you to receive your order, and we are truly sorry for any inconvenience this delay may have caused. If you have any further questions or need assistance, please dont hesitate to reach out to us again.
  
  Thank you for your understanding, and again, we apologize for the delay.
  
  ****** *. - HexClad Support

  Customer response

  11/21/2024

   
  Complaint: 22572934
  
  After speaking with ******* this evening he informed he was canceling the order and reprocessing it with overnight shipping. Can you please send me the tracking information from the order he processed. 
  
  Sincerely,
  
  **** ****

  Business response

  12/03/2024

  Hey ****,

  As promised, we overnighted your replacement cutting board, but due to the holiday, it looks like it was not delivered until Friday 11/29. Here is the tracking number for your record: 1Z43AF041397559468. We apologize that you did not have the opportunity to enjoy the board for Thanksgiving. Please feel free to reach out if you need anything else. 

• Initial Complaint

  11/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid almost $700 for a set of pans in November, 2022. On their website, they say their products are free of PFAs and PFTEs, however they are lying to consumers. HexClad products contain PFTEs. I was informed of this recently as well as ongoing lawsuit against them for these bold face lies. I contacted them requesting I return my pans for a full refund. They denied my request. I am asking that I receive a pre-paid shipping label to send back my order in exchange for a full refund back to the original form of payment.

  Business response

  11/21/2024

  Hello *****,
  
  Thank you for reaching out to share your concerns. We understand the importance of transparency and strive to ensure our customers have clear information about our products.
  
  As stated in our response when you initially reached out to us, we use different coatings depending on a product's intended use. At the time of your purchase, to provide the best non-stick functionality, we used a PTFE-based coating. This information was available on our website during the period such products were available for purchase. We also want to reassure you that all coatings used on our cookware have been approved by the ****** and ***, meeting rigorous safety standards.
  
  However, as per our current return and refund policy, we are unable to process a refund outside of our standard 30-day window return procedures. We remain committed to providing the best service possible and would be happy to assist with any further questions or concerns you may have.
  
  If you need any additional help or require further clarification, please feel free to reach out to us again. Were here to help and ensure you have the best experience with our products. 
  
  ****** *. - HexClad Support

  Customer response

  11/22/2024

   
  Complaint: 22565650
  
  I am rejecting this response because they are lying. They clearly state on their website that their products are free of these forever chemicals. I bought their products with the promise that they were free of the chemicals that they now say are in my product. Theres even a pending lawsuit against them for the false advertising. I am advising that they allow me to return my HexClad set in exchange for a full refund. 
  
  Sincerely,
  
  Chase

  Business response

  12/03/2024

  Hi Chase,

  As previously mentioned, HexClad uses different coatings based on a product's intended use. 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 that such products were available for purchase. All of the coatings used on our cookware have been approved by the ****** and ****
  
  

  Customer response

  12/20/2024

   
  Complaint: 22565650
  
  I am rejecting this response because:

  At the time of purchase and up until very recently, on your website, you state that products are free of ***** and PFAs. Now, on your website, you say "Many of our products contain PTFE, which is listed in the Biomonitoring ***************************** List. More information can be found here: ********************************************" 

  You are literally lying to your customers, myself included. I'd like to return my set of pots and pans for a full refund. I don't want to have to take legal action. 

  Business response

  12/21/2024

  Hi *****, We apologize for your disappointment and confusion here. Today, all cookware sold on ************************ contain our Terrabond coating. When you purchased your cookware back in 2022, your cookware was sold with our PTFE non-stick coating. This information was available on our website at the time of purchase. At this time HexClad feels that ALL non-stick coatings we have produced are safe to use as designed/intended.

*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. ↩