I have purchased a great many things from Hexclad. The quality of there products is first class. I did purchase some pans and lids and after pans had lost there non stick I contact them about replaci... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I had an issue with a new pot which, after using it, left a mark that I couldn’t remove. I contacted HexClad and sent them a photo, and they immediately agreed to replace it. The replacement was d... See more
Company replied
we've had our pan about 3 years now, and we use it few times a week. the black surface on the pan has started to come off- i did struggle to find the email on the website so i had to ask google. i ema... See more
Company replied
I've been very happy with my HexClad cookware, and their customer service exceeded my expectations. I had an issue with one of the pans in my 7-piece set, and they honored the warranty without any... See more
Company replied
Company details
Written by the company
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.
Contact info
United States
- hexclad.co.uk
4.5
Excellent
407 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 96% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The pans are the worst of both worlds
The pans are the worst of both worlds, not truly non stick and not hard wearing. Had a pan for a month and one id the areas has lost its non stick and stuff is constantly sticking to it despite doing the recommended seasoning and gentle washing etc. The one upside if it matters to you is the ability to use metal utensils… We’ve gone for 3 steel pans for the price of 1 hex lad and are so much happier.
21 March 2026
Unprompted review
Reply from Hexclad
We’re sorry to hear about your experience, especially after following the recommended care and seasoning steps. That’s certainly not what we want for you.
For best performance, we recommend preheating the pan first, then adding a small amount of oil or butter and cooking on low to medium heat. If food is sticking, a thorough cleaning with mild soap and a soft sponge can help remove buildup, followed by re-seasoning with a thin layer of oil heated for 2–4 minutes, then cooled and wiped clean.
That said, we’d be happy to take a closer look and assist further. Please reach out to us at https://hexclad.com/pages/contact
with photos of the pan, the affected area, the serial number, and your proof of purchase so our team can review this with you.
Elite cookware
Elite cookware. Sometimes problems with products exist, that’s life, and Hexclads support is the best. The guarantee is what they say it is. Thank you Veronica W for not only resolving my issue, but doing it in record speed.
16 March 2026
Unprompted review
Reply from Hexclad
Thank you so much for sharing your experience. We’re thrilled to hear that you’re enjoying your HexClad cookware and that our support team made such a positive impression.
We’ll be sure to pass along your kind words to Veronica W. It’s wonderful to know your issue was resolved quickly and that the guarantee and support lived up to your expectations.
For best long-term performance, we recommend cooking on low to medium heat, cleaning with mild soap and a soft sponge, and re-seasoning as needed by heating a thin layer of oil for 2–4 minutes, then letting it cool and wiping off the excess.
We truly appreciate your support. If you ever need anything in the future, please don’t hesitate to reach out to us at https://hexclad.com/pages/contact
Hexclad is the best pots and pans I…
Hexclad is the best pots and pans I have ever use. Hexclad has any kind of pan you are looking for. My best purchase was the 7 inch pan. It is the best pan for a single or double breakfasts. I love it
21 January 2026
Unprompted review
Reply from Hexclad
Thank you so much for sharing your experience. We’re thrilled to hear that HexClad has been the best cookware you’ve used and that the 7" pan has become such a favorite for making breakfast.
For best long-term performance, we recommend cooking on low to medium heat, cleaning with mild soap and a soft sponge, and re-seasoning as needed by heating a thin layer of oil for 2–4 minutes, then letting it cool and wiping off the excess.
We truly appreciate your support. If you ever need anything in the future, please don’t hesitate to reach out to us at https://hexclad.com/pages/contact
Poor surface quality - induces build-up not covered by warranty.
Well within the warranty period, a layer of food build-up formed on the surface of the £180 Hexclad frypan I purchased, after only 5 months. I have NEVER heated the frypan quickly nor to a high temperature (<=7 on my hob), NEVER scoured it with a rough sponge. Hexclad has stated that this is NOT covered by the warranty (so they're clearly aware this build-up commonly happens) and refused to honour the warranty. They recommended heating mildly with avocado oil, which I did, but to absolutely no effect. I will NEVER purchase another Hexclad product again. VERY poor product, VERY poor service, USELESS warranty.
You'll see their reply below which states build-up can occur "over time", but it's only 3-6 months old and we use it only a handful of times per week! Furthermore, we had already SENT a photo of the build-up! It looks the SAME after their recommended treatment! Poor quality, and typical stalling and denying from a large coproration.
2 March 2026
Unprompted review
Reply from Hexclad
Hello,
Thank you for sharing your feedback. We’re sorry to hear about your experience and understand how frustrating buildup on the pan surface can be.
Our team previously shared cleaning and care instructions to help remove the buildup. In many cases, residue from cooking oils can accumulate over time and can be removed with the proper cleaning process followed by re-seasoning.
If you’ve already tried the recommended steps, we’d be happy to review this further. Please reach out to us again at https://hexclad.com/pages/contact
and include a photo of the cookware after completing the cleaning instructions so our team can take another look and assist you.
Order Number - HCUK168940 - Customer Support is not good
Order Number: HCUK168940 I have ordered quite a lot of items from Hexclad & I love each & every one of the pans, salt & pepper grinder, oven gloves etc….
I ordered 2 pans order number as above, the pans were too big for me so I decided to return them… Omg the waiting around for customer care to send me the return labels was a joke!! Hexclad left me to carry two exceptionally heavy boxes to the post office. I suffer with anxiety & this has really pushed me over the edge. I have reached out to the support team to ask them to arrange a collection from my home address. Lets see what happens… i must have already spent thousands on Hexclad products & this refund totals to £350 so I am concerned if & when I will get my money back!!!
18 February 2026
Unprompted review
Reply from Hexclad
Hello,
Thank you for sharing this, and we’re really sorry to hear how stressful this return experience has been for you. We understand how difficult that situation can feel, especially when dealing with heavy items and anxiety.
We can confirm that our support team is already assisting you via email regarding the return for order HCUK168940, including your request for a collection from your home address. The best next step is to continue the conversation there so the team handling your case can follow through and keep everything moving without delay.
We appreciate your patience and your continued support of HexClad, and the team will work with you to ensure this is resolved properly.
If you need to add anything further, please reply directly to the existing email thread so it stays with the same support agents.
Look…great product
Look…great product. But really the customer service was awesome. Love the aftercare and they did what they said they would do. Rare in this day and age. Thank you guys.
19 February 2026
Unprompted review
Reply from Hexclad
Hello,
We really appreciate you taking the time to say that. It means a lot to hear that both the product and the follow-through stood out to you. Doing what we say we’ll do should always be the standard, and we’re glad that was your experience.
If you ever need anything at all, please feel free to reach out to us directly at
https://hexclad.com/pages/contact
I love the pans
I love the pans. I got the 13 piece set in the sale and while I probably wouldn't have paid the full prize, I must say that they are so far worth it... you can immediately feel the quality - heavy pans, super easy to clean, great performance, perfectly fitting lids. But not only the pans are great, the customer service is fantastic as well. I had some issues with an order, but they accommodated very quickly and painless which I appreciate a lot. I will most likely try more of Hexclad's products.
2 January 2026
Unprompted review
Reply from Hexclad
Hello,
Thank you for taking the time to share such thoughtful feedback. We’re really glad to hear you’re enjoying the quality, performance, and design of your 13-piece set, and that the customer service experience was just as positive. It’s great to know the team was able to resolve your order issue quickly and smoothly.
We truly appreciate your support and look forward to you trying more HexClad products in the future. If you ever need assistance, you can always reach out to us at
https://hexclad.com/pages/contact
Customer service is great regardless of the time differences
Their customer service team is on point, always happy to assist with clear instructions and very professional.
Pro tip for users - please register your warranty!
17 February 2026
Unprompted review
Reply from Hexclad
Hello,
Thank you for your kind feedback! We’re happy to hear that our customer service team has been consistently helpful and professional, even across time differences. We also appreciate you sharing the tip about registering the warranty, that really does help make everything smoother.
If you ever need assistance in the future, feel free to reach out to us at https://hexclad.com/pages/contact
Warranty claims
Thank you very much for handling my warranty claim so quickly.
I submitted the request recently and was impressed by how fast the process
was. I appreciate your excellent service and assistance.
16 February 2026
Unprompted review
Reply from Hexclad
Hello,
Thank you for your kind words! We’re glad to hear that your warranty claim was handled quickly and that the process met your expectations. We truly appreciate you taking the time to share your positive experience.
If you ever need assistance in the future, please don’t hesitate to reach out to us at https://hexclad.com/pages/contact
5 Weeks Later — No Delivery, No Resolution, No Ownership
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.
7 January 2026
Unprompted review
Reply from Hexclad
Hello,
We’re very sorry to hear about this experience, especially given that the order was intended for such an important occasion. We completely understand how upsetting and frustrating this situation must be, and we appreciate you taking the time to outline everything in detail.
We’d like to clarify that we did request additional information in order to properly review and resolve this case, but we have not yet received a reply with the details needed. At this point, the best next step is for you to reach out to us directly so we can move this forward without further delay.
Please contact us as soon as possible at
https://hexclad.com/pages/contact
Once we have your response, our team can review the situation fully and work toward a proper resolution.
The best value for money
I recently bought a set of two pans with lids and from the moment I opened the box, I could tell that I was dealing with a premium product. It performs just as advertised. There is a solid reason why their products are some of the most expensive on the market, but in the long run, it is totally worth it as you get the life time warranty. I am definitely going to buy some more of their products. I also want to highlight how impressed I am with their customer support. I've been buying stuff online for over 20 years now, but never ever have I been this satisfied with the customer service. I've had some issues with the shipment and then with filling out the request for the time life warranty and in every case their response was so prompt, expedient and helpful. They would respond within just 10 minutes of my inquiry. So far, the best customer service I've been dealing with online. I can wholeheartedly recommend their pans to whomever is dedicated to supreme experience while cooking.
9 February 2026
Unprompted review
Reply from Hexclad
Thank you so much for taking the time to share such a thoughtful and detailed review. We’re thrilled to hear that you could feel the quality right from the moment you opened the box and that your pans are performing exactly as expected. That’s always our goal, premium cookware that truly delivers.
It also means the world to us that you highlighted your experience with our customer support team. We know shipping hiccups and warranty questions can be frustrating, so hearing that our team was able to respond quickly and make everything smooth for you is incredibly rewarding. We genuinely care about every customer interaction, and your kind words validate that effort.
We’re so grateful for your recommendation and can’t wait to welcome you back when you’re ready to add to your collection. If you ever need anything at all, we’re always here for you.
Happy cooking!
-Brittany, HexClad Support.
This was my answer from HexClad and also my response to them 
I brought a small roasting pan with rack, the first one was damaged and sent back for a replacement. Then whilst cooking a meal with the new one the painted rack, not stainless steel had melted into the meal. It took months to replace. Then I received the third pan and again the paint is coming off and landing in the meal. So I did an honest review of the pan, no sooner it was up, I get an email back from HexClad, just the normal stuff we are so sorry blah blah blah and so on.
Today I get this response:
Hello Stephen,
Thank you for taking the time to share such detailed feedback with us. I’m genuinely sorry for the frustration and disappointment you’ve experienced — especially after placing your trust in HexClad and giving us multiple chances to get things right.
I completely understand how upsetting this must have been. Investing in premium cookware comes with the expectation of premium quality and responsive support, and it’s clear we fell short on both. The lack of replies to your earlier emails is particularly disappointing, and I truly apologise for that.
We really do appreciate you bringing these issues to our attention, and we’d love the opportunity to put things right. In the interest of your satisfaction, we’ll be replacing all affected cookware items as well as the salt grinder.
I’ve requested a return label for you — once it comes through, you’ll be able to send the affected items back to us at no cost. As soon as that’s underway, we’ll make sure the replacements are arranged promptly.
Thank you again for your honesty and patience. We value your trust, and I hope we can restore some confidence in both our products and our service. I’ll be here to see this through and keep you updated until it’s fully resolved.
Hexclad Support Team!
Thank you,
Adar J.
Customer Support, HexClad Cookware International
HexClad Help Center
This was my response:
Which items are we talking about please? Because you still are rejecting my request for information about the painted rack. I refuse to send it back if I’m getting the same thing again, the paint melts into the food, when you have made a stainless steel rack then please send out the returns label everything bar the 7.5 litre pan.
The ball in in your court! Stainless steel is what you want us to buy then sell it! Not painted crap!!!
Kindest regards
Mr Channon
Please note! If you are thinking of buying these pans, don’t believe all the false five star reviews on the website, if you come to Trustpilot, you can read honest reviews from one to 5 as I think that would be more helpful to you to be able to purchase the correct pans. Please don’t get me wrong the pans are fantastic. They do scratch if you use stainless steel tools with them that’s why they’re all set is made of silicon and stainless steel sorry they have one item that stainless . But I want everybody to know where I stand the I’m paying £204 for a roasting tin then I want to stain the steel rack not something it’s hand-painted in wherever.
5 February 2026
Unprompted review
Reply from Hexclad
Hello,
Thank you for taking the time to raise your concerns. We want to clarify one important point: our roasting racks are not hand painted. They are manufactured with a heat-safe, food-contact coating specifically designed for oven use. There is no hand-applied paint involved in the production process.
We understand how concerning it must have been to see material on the rack and worry about it transferring to food. That’s absolutely not something we take lightly. The coating used on our racks is designed to withstand normal roasting temperatures, but if you experienced softening or flaking, we want that reviewed carefully.
We can confirm that we have received the photos you submitted through the customer link, and our team has reviewed them. Your case has been escalated internally for further evaluation to ensure it is properly assessed.
If you have any additional information to share or would like further clarification, please continue the conversation through the existing email thread so it remains with the same support team handling your case.
A premium brand? I don’t think so.
A premium brand? Far from. We have had our pan set for 3 months and they are sticking like what you’d expect from a £20 wilko set. Customer service from HexClad has been outstandingly shocking and on multiple occasions the issues have been branded as “user error” despite following the meticulous care instructions. For the amount these things cost, I would recommend taking your hard earned funds elsewhere and purchasing a reliable set of pans that don’t make something as simple as an egg resemble something that’s come out of a garbage disposal unit. Shocking.
23 January 2026
Unprompted review
Reply from Hexclad
We’re really sorry to read this and to hear how disappointed you’ve been, especially after only three months of use. That’s absolutely not the experience we want for anyone who invests in our cookware.
We also want to apologize if any of our previous communication came across as dismissive or as though we were placing blame. That is never our intention. When we reference care or technique, it’s only to troubleshoot and help resolve performance concerns, not to disregard what you’re experiencing.
We’d truly like the opportunity to look into this more closely. We’ve sent a request through Trustpilot asking for your details so we can locate your account and review the full history. Once we have that, we can properly assess what’s going on and work toward a solution.
We appreciate you sharing your feedback and hope we can turn this experience around.
-Brittany, HexClad Support.
Great customer service
Great customer service. It makes a big difference.
27 January 2026
Unprompted review
Reply from Hexclad
Thank you so much for taking the time to share this.
We truly believe great cookware should be backed by great customer service, so it means a lot to hear that it made a difference in your experience. That’s exactly what we strive for every day.
We’re always here if you need anything, and we appreciate you being part of the HexClad family.
-Brittany, HexClad Support.
Fantastic pans which are an absolute…
Fantastic pans which are an absolute pleasure to use. Non stick a life time guarantee dishwasher safe and being able to use metal in them is super!
Also and most importantly no nasty chemicals
Excellent customer service too!
What more could you ask for.
27 January 2026
Unprompted review
Reply from Hexclad
Thank you so much for this amazing review.
We’re thrilled to hear that you’re loving your pans and that they’ve been such a pleasure to cook with. Creating cookware that delivers on performance, durability, and peace of mind is exactly what we set out to do, so it’s wonderful to know those features are standing out to you.
We also truly appreciate you highlighting our customer service. Providing support that matches the quality of our products is incredibly important to us.
Thank you again for your support and for being part of the HexClad community.
-Brittany, HexClad Support.
Exceptional customer service
Exceptional customer service. My question was answered promptly and resolved within a couple of hours. Products are fantastic and can’t recommend them highly enough. Thank you
25 January 2026
Unprompted review
Reply from Hexclad
Thank you so much for your kind words.
We’re so glad we were able to answer your question quickly and get everything resolved within a few hours. Providing prompt, helpful support is something we take great pride in.
It’s also wonderful to hear that you’re loving the products and would recommend them so highly, that truly means a lot to us. Thank you again for your support.
-Brittany, HexClad Support.
Absolute waste of money costumer…
Absolute waste of money costumer service is awful warranty not worth the paper is written on. Don’t waste your money it’s taken me since December to try and organise a return to which I have to pay for them I’ve been I will only get a percentage back of what I have paid for them a lot the emails are AI generated as well.
Where’s my refund you have for the pans back now what’s going on your costumer service is awful no update nothing worse thing I’ve have ever ordered
26 December 2025
Unprompted review
Reply from Hexclad
We’re very sorry to hear about your experience and truly regret that you’re feeling this way. This is never the impression we want to leave.
We understand how frustrating a return process can feel, especially if it hasn’t gone as smoothly as expected. Our team is made up of real people who are here to help, and we always aim to provide clear and transparent information regarding returns, refunds, and warranty coverage.
To better assist you, we’ve sent a request through Trustpilot asking for your personal details so we can locate your account and review the full history. Once we have that information, we’ll be able to look into this thoroughly and work toward a resolution.
We appreciate the opportunity to make this right and hope to connect with you soon.
-Brittany, HexClad Support.
Warranty
It was as simple as making a video supporting my case. Billy approved it the same day even though it was a weekend which was very impressive.
21 December 2025
Unprompted review
Reply from Hexclad
Thank you for sharing your experience.
We’re so glad the process was simple and that submitting a quick video helped move everything along smoothly. It’s especially great to hear that Billy was able to review and approve it the very same day, even over the weekend. We’ll be sure to pass along your kind words to him.
We truly appreciate you taking the time to leave this feedback and for being part of the HexClad family.
-Brittany, HexClad Support.
Great pans and outstanding customer service
The pans are gorgeous and live up to the hype. Unfortunately there was a mix up with shipping. It took a while and a number of emails to resolve but customer services were always professional and helpful. Ultimately it was resolved in a way which suggested a high regard for customer satisfaction. Thanks especially to Dancun
18 January 2026
Unprompted review
Reply from Hexclad
Thank you so much for your thoughtful review.
We’re thrilled to hear that you’re loving your pans and that they’ve lived up to the hype. That truly means a lot to us. We’re very sorry again for the shipping mix-up and that it took several emails to get everything sorted out. We know that can be frustrating, and we appreciate your patience while we worked through it.
It’s wonderful to hear that our team remained professional and helpful throughout the process, and that the final resolution reflected how much we value customer satisfaction. We’ll be sure to pass your thanks along to Dancun as well.
Thank you again for your support and for giving us the opportunity to make things right.
-Brittany, HexClad Support.
Absolutely great products & service
Absolutely great products, backed by an exemplary customer team, with a wonderful customer centric focus. My query was resolved with 6 hours, superb 👏👏👏
What more can I say, definitely 5* in my book, both for products & service, absolutely worth the investment ✅
12 January 2026
Unprompted review
Reply from Hexclad
We're absolutely delighted to hear that you're enjoying your HexClad products and that our customer support team was able to resolve your query so quickly. Delivering exceptional products alongside prompt, customer-focused service is exactly what we strive for.
Your kind words and recommendation mean a great deal to us. Thank you for your trust and support we're honored to be part of your kitchen!
HexClad Support.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.