I am very happy with your customer service. The claim was easy to submit. Response was almost immediate. I had sent the video and described the problem. An email acknowledgement, asked for address... See more
Company replied
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Review summary
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Reviews shaping this summary
My husband purchased the black collection as a gift for christmas. There were so many new pots and pans with amazing large sizes for my needs. I made sure to season them per the instructions. After a... See more
Company replied
Jericho took the time to understand my warranty issue, guide me in finding the serial number on my pan and communicating with me every step of the way on what he needed to handle the claim. I’m gettin... See more
Company replied
I am truly impressed with the customer service I received from Hexclad...specifically from a rep named Jericho. I had purchased a few items and had an issue (of my own stupid doing) and Jericho resol... See more
Company replied
4.5
Excellent
82 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
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Great customer service
I have been having problems seasoning the pan. Since I’ve purchased it. I finally got around to emailing customer service about it 6 months after purchasing and trying to season it multiple times.
They are sending me a replacement! I’m very happy with their customer service. I do like the pan. But it just has some spots that I cannot get to be non-stick. And was getting frustrated with it. Hopefully the new one will be good! I bought one for my son and one for my mother as well, and theirs have been good, so maybe mine was just a fluke I’m sure.
Thank u hexclad for great customer service
6 July 2026
Unprompted review
Reply from Hexclad
Hi Melissa, thank you for taking the time to share your feedback, we truly appreciate it!
[Hamza Elhosseny] - HexClad Support
Support was superb!
Although the cookware was not working for me, the customer service Billy E provided was superb. He was kind, competent and caring. In today's marketplace it's rare to find someone as professional and qualified as Billy. As I said to him, he is a gem, a real keeper!
5 July 2026
Unprompted review
Reply from Hexclad
Hi Linda, thank you for taking the time to share your feedback, we truly appreciate it!
Hamza Elhosseny - HexClad Support
Amazing Customer Service Team!
I bought the 14" Hexclad pan through Costco and was drawn in by the nonstick claims and lifetime warranty. It started sticking after a few months, which was disappointing for the price, but the warranty process itself was easy to kick off; just a video and the serial number.
Billy E. and Erica T. handled my claim, and even when my replacement got accidentally cancelled partway through, they stayed with it until it was actually resolved. Really appreciated their patience and follow-up.
The pan's durability could be better, but this kind of support is exactly why I'd buy Hexclad again.
5 July 2026
Unprompted review
Reply from Hexclad
Hi Young, thank you for taking the time to share your experience with us. We’re sorry to hear about the sticking issue, but we’re glad the warranty process was smooth and that we were able to get everything resolved for you. Your feedback means a great deal to us, and we truly appreciate your continued trust and support. We look forward to being part of many more meals to come!
Hamza Elhosseny - HexClad Support
Completely satisfied on all accounts!
I am so impressed with the customer service I received from Hexclad! They have been wonderful in every way. Billy E. along a few others have renewed my faith
In customer service representatives.
Thank you for your wonderful product also! The Warranty is above and beyond.
1 July 2026
Unprompted review
Reply from Hexclad
Hi Lucy, thank you for taking the time to share your feedback, we truly appreciate it!
Hamza Elhosseny - HexClad Support
Amazing support at speed of light
Amazing support from the support staff. Bille E took care of my concern at speed of light with nothing but the best service I could expect from Hexclad. Thank you!
30 June 2026
Unprompted review
Reply from Hexclad
Hi Dave, thank you for taking the time to share your feedback, we truly appreciate it!
Hamza Elhosseny - HexClad Support
Billy E was very helpful with my warranty!
Billy E was very helpful in remedying an issue we had with our hex clad pan and helped with the warranty claim. It was so smooth and fast to get a new pan. He also put some helpful tips and tricks into the email as well. Billy E did a wonderful job!
23 June 2026
Unprompted review
Reply from Hexclad
Hi Ashlee, thank you for taking the time to share your feedback, we truly appreciate it!
Hamza Elhosseny - HexClad Support
I was having an issue with trying to…Order a rice pot
I was having an issue with trying to order their rice pot. I could not complete my order. Jericho looked into it quickly and resolved my issue. I could not have asked for better service. All of this and being professional and cordial. This reinforces my love of HexClad
8 June 2026
Unprompted review
Reply from Hexclad
Thank you so much for your kind words! We're thrilled to hear that Jericho was able to quickly identify and resolve the issue with your Rice Pot order. Providing prompt, professional, and friendly support is something we strive for every day, and it's wonderful to know that your experience reflected that.
We'll be sure to share your feedback with Jericho and the team. Thank you for being part of the HexClad family and for your continued support, it truly means a lot to us. Enjoy your new Rice Pot!
-Brittany, HexClad Support
Quick response
Quick response, issue settled very quickly thanks to Jericho
25 May 2026
Unprompted review
Reply from Hexclad
Thank you for sharing your experience! We’re so glad Jericho was able to respond quickly and help get your issue resolved right away. We truly appreciate your support and will be sure to pass along your kind words to him!
-Brittany, HexClad Support
Jericho did a great job!
Jericho did a great job in responding immediately to our needs. Thank you Hexclad for having good employees like Jericho.
Thanks,
Jesse Graves
22 May 2026
Unprompted review
Reply from Hexclad
Thank you so much, Jesse, for the kind words and for taking the time to share your experience! We’re thrilled to hear Jericho was able to respond quickly and take great care of your needs. We’re incredibly lucky to have team members like him, and we’ll be sure to share your feedback with him. Thank you again for your support of HexClad!
-Brittany, HexClad Support
customer service was helpful
customer service was helpful. I appreciate the replacement
13 May 2026
Unprompted review
Reply from Hexclad
Thank you for your feedback! We’re so glad our customer service team was able to help and get a replacement taken care of for you. We truly appreciate your patience and support, and we’re happy we could make things right.-Brittany, HexClad Support
I love my hexclad pan and customer…
I love my hexclad pan and customer support is great
20 May 2026
Unprompted review
Reply from Hexclad
Thank you so much for the kind words! We’re thrilled to hear you’re loving your HexClad pan and that you’ve had a great experience with our customer support team as well. We truly appreciate your support and look forward to being part of many more delicious meals ahead!
-Brittany, HexClad Support
Misleading “Non‑Toxic” Claims
Misleading “Non‑Toxic” Claims, Censorship in Their Facebook Group, and Zero Accountability
I purchased HexClad cookware specifically because the company marketed it as “non‑toxic” and implied it was free from harmful PFAS chemicals. Only later did I learn that the cookware I bought does contain PTFE, the same fluoropolymer used in Teflon — a fact that directly contradicts the safety claims that influenced my purchase.
This isn’t just my interpretation. HexClad recently settled a $2.5 million class‑action lawsuit over misleading “PFAS‑free” advertising. That alone should have prompted the company to be transparent with customers, but instead it feels like they’re trying to bury the issue.
When I attempted to ask other customers about their experiences in HexClad’s official Facebook group, my posts were repeatedly denied by the admin. No explanation, no support, no acknowledgment — just silence. The fact that they won’t even allow polite questions about chemical safety or returns is a huge red flag and only reinforces the sense that the company is actively trying to suppress legitimate concerns.
For a brand that built its reputation on “honesty,” “innovation,” and “premium quality,” this experience has been incredibly disappointing. Between the misleading marketing, the lawsuit, the lack of transparency, and the censorship in their own community, I can’t recommend HexClad to anyone who cares about truthful product claims or customer support.
I’ve reached out to HexClad directly requesting a return based on the deceptive advertising. I hope they choose to do the right thing, but so far the experience has not inspired confidence.
25 December 2025
Unprompted review
Reply from Hexclad
Hi,
Thank you for taking the time to share about your experience and provide your information. HexClad believes the lawsuit has no merit and vigorously denies and continues to dispute the claims. The Court has not and will not decide whether the claims have merit because the plaintiffs agreed to compromise their claims against HexClad in the settlement. While HexClad has always strongly disputed the claims, we ultimately made a business decision to settle the case to allow us to continue focusing on providing our customers with best-in-class cookware. Information about our products, including product descriptions and specifications, was publicly available on our website and provided to consumers to help them make informed purchasing decisions. We stand by the quality and safety of our products.
Please note, the Cooking With HexClad Community is not our facebook community and it is fully ran by HexClad enthusiasts and not HexClad directly. We do not control the posts or comments in there, that is up to the admin.
I was able to look into your account and see that you have our proprietary HEXCLAD TerraBond™ ceramic nonstick coating, which is PTFE-free and PFAS-free, additionally we sent you an email on May 20, 2:58:04 PM and kindly awaiting your response to assist you.
Thank you - Brittany, HexClad Support
Rapid response about the claim without…
Rapid response about the claim without any hassle. They are really effective.
20 May 2026
Unprompted review
Reply from Hexclad
Thank you for the great feedback! We’re so happy to hear your claim was handled quickly and smoothly. Our team works hard to make the process as easy and hassle-free as possible, so it means a lot to know we delivered that experience for you. We truly appreciate your support! -Brittany, HexClad Support
I was lucky enough to take advantage of…
I was lucky enough to take advantage of the Mother’s Day FREE pan offer, but was unsure if my registration (of my set order) would also cover the free pan (I LOVE IT). I emailed, and received an answer very quickly. In a separate email, I found that Jericho P., had registered the pan for me, and included the completed registration.
How nice is that?!
Thanks so much!!
15 May 2026
Unprompted review
Reply from Hexclad
Thank you so much for sharing this! We’re thrilled you were able to take advantage of the Mother’s Day free pan offer and even happier to hear how much you’re loving the pan! Jericho will be so glad to know his extra effort made your experience even better. We always want to make things as easy and seamless as possible for our customers, and it’s wonderful to hear that came through. Thank you again for your support and welcome to the HexClad family!
-Brittany, HexClad Support
I am truly impressed with the customer service
I am truly impressed with the customer service I received from Hexclad...specifically from a rep named Jericho. I had purchased a few items and had an issue (of my own stupid doing) and Jericho resolved the issue for me super quick and was very understanding. I was having an awful day, so it really brightened my day. I will definitely be purchasing more from Hexclad in the future.
12 May 2026
Unprompted review
Reply from Hexclad
Thank you so much for taking the time to share this! We’re so happy to hear Jericho was able to help resolve the issue quickly and make a stressful day a little better. Your kind words and support truly mean a lot to our team. We look forward to cooking with you again soon and appreciate you being part of the HexClad family! -Brittany, HexClad Support
BEWARE
BEWARE: I bought these for my family in Brussels and the coating is already peeling—a major health hazard for my child. When I complained, they sent my replacement to a stranger's house, leaked my data, and then gave me a FRAUDULENT tracking number to cover it up. They are now asking ME to pay to ship the evidence back. Terrible company.
I have photo evidence of the peeling coating and the fraudulent tracking numbers which I will provide to any consumer authority or directly to Trustpilot upon request.
7 May 2026
Unprompted review
Reply from Hexclad
We’re very sorry to hear about your experience and understand your concerns. The safety and satisfaction of our customers are extremely important to us.
We have reached out directly to request your information so that we can thoroughly review this situation, including your warranty claim, shipping details, and the concerns you’ve raised regarding your order. We take matters involving product quality and customer information very seriously and want to ensure this is fully investigated and resolved appropriately.
We appreciate the opportunity to look into this for you and will work to address your concerns as quickly as possible. - Brittany, HexClad Support
Jericho was awesome
Jericho was awesome! He helped us with our warranty issue and resolved it in a few hours. We got to experience Hexclad service first hand!
Great product and service
4 May 2026
Unprompted review
Reply from Hexclad
Thank you so much for your kind words! We're delighted to hear that Jericho provided such excellent support and was able to resolve your warranty issue within just a few hours. We're glad you had the opportunity to experience our customer service firsthand. We truly appreciate your support and are thrilled to know you're enjoying both our products and our service! - Brittany, HexClad Support
Jericho HELPED ME TO RESOLVE MY ISSUES…
Jericho HELPED ME TO RESOLVE MY ISSUES WITH PANS. Great service!!!
4 May 2026
Unprompted review
Reply from Hexclad
Thank you so much for your wonderful feedback! We're thrilled to hear that Jericho was able to help resolve the issues you were experiencing with your pans. We'll be sure to share your kind words with him. We truly appreciate your support and are always here if you need anything in the future! - Brittany, HexClad Support
Sent an email to customer service and…
Sent an email to customer service and they replied within the hour and solved my issue without me having to do any work at all.
4 May 2026
Unprompted review
Reply from Hexclad
Thank you for taking the time to share your experience! We're so glad our customer service team was able to respond within the hour and resolve your issue quickly and effortlessly. Providing fast, hassle-free support is very important to us, and we truly appreciate your kind feedback. -Brittany, HexClad Support
Great warranty service
Great warranty service, Jericho was friendly and fast!
1 May 2026
Unprompted review
Reply from Hexclad
Thank you so much for your kind words! We’re thrilled to hear you had a great warranty experience and that Jericho was both friendly and quick in assisting you, he’ll be happy to hear your feedback.
We appreciate you taking the time to share and are always here if you need anything in the future. Thanks for being part of the HexClad family!
-Brittany, HexClad Support
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