Review Time
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.
The representative was fantastic! They addressed my issue with the peeling pot and the damaged wok promptly. I received a quick response to my email, and the replacement was processed without delay. I truly appreciate the assistance and eagerly await the arrival of the new items. Thank you for your help! Best regards,
I initially ordered a set of 12 pots and pans, but when they arrived, I received only two sets of pots. I quickly contacted the support team to resolve this problem. A representative named Billy E. assisted me in addressing the matter and provided solutions that demonstrated the company's commitment to customer satisfaction. I'm truly grateful for the assistance I received!
The pan was performing very well, but after a year of pretty light use, I noticed the hexes on the side were coming off. Update - Hexclad quickly resolved my issue and have promised to send a new pan. Decent service, well done! Updated stars from 2 to 4!
Quick in the reply to questions asked with good replys regarding uesage of the quality items.I'm looking at the griddle for baking Pizzas in the oven as the Pizza plate that you do make is too big for standard UK ovens.Excellent service from the team
Hexclad pans are an entire false hoax. We saved for these pans and spent more on them than our new oven. They are failing, despite following guidelines the coating is flaking. Added to this, they have admitted twice now (we already sent one lot back for the same issue) they are at fault. The issue remains unresolved. I was asked to cover the cost (despite them being at their own admission) at fault of sending heavy pans half way across the county after which I may get a refund. I was also expected to buy another set of pans to bridge this whilst they considered a refund. What a farce. Do not buy.
Got a pan for my birthday. On the first use it chipped with a metal utensil. I’ve had it two months, it’s completely discoloured, starting to flake and is not nonstick. Can’t even fry an egg on it! Followed the many instructions and it’s not improving. It’s just not good enough for the money spent on it.I’ve also got a wok, it seems better, but it’s only been used a few times. They seem ok at returning correspondence, which is good.
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The world's first stainless steel, non-stick pans inside and out. HexClad is built with the highest quality materials and designed to last a lifetime.
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