Customer service has been awful
Customer service has been awful.
I purchased a set and needed to return some items and change for different sizes.
At first they were extremely helpful and we got a return arranged.
They have had my return for other 3 weeks and won't issue me a refund or voucher to purchase new pans.
Every update is the same just saying they are looking into it and had delays etc etc.
Coming up to 4 weeks to process a refund is not on and you can't speak to a human on the phone.
I have had to report this to my credit card company which I didn't really want to do.
Be very cautious if you are using them and need a refund or exchange.
For the amount the products cost I would expect a much better service.
Very disappointed
****UPDATE***
I can confirm this was resolved in the end and I recieved a voucher to allow me to purcahse some different pans which im happy with.
Took too long but thanks for getting it resolved.
Reply from Hexclad
Thank you for taking the time to share your feedback, and we’re very sorry to hear about your experience.
We understand how frustrating delays with returns and refunds can be, especially after initially expecting a quick resolution. This is not the experience we aim to provide, and we apologize for the lack of timely updates and support you’ve received.
We’ve also sent you a request to gather your details so we can locate your order and review your case directly with our team. Once we have your information, we’ll investigate what has happened and work to get this resolved as quickly as possible.
We appreciate your patience and the opportunity to make this right. - Brittany, HexClad Support