HexClad Cookware — Local services in Los Angeles

An Honest Review, Product, Warranty & Customer Service At the age of 58, I bought my first, full-set of cookwear. I saved for several years because I wanted Hexclad. It has been a great disappointment.

Hexclad is advertised throughout its website as a Non-Stick cookware. With the Pans purchased in 2023, the Pans are Not Non-Stick, nor is Non-Stick issues backed in the Hexclad Warranty.

Hexclad is advertised as a metal that radiates heat evenly, or evenly distributes heat “technology”. Hexclad does not. I’ve not been able to successfully use the 13” Griddle because the heat does not radiate outside of the burner area thus, all the heat stays directly in the middle causing burning in the middle and uncooked items outside.

My full purchase was on December 16, 2023: 6 PC Cookware; 6PC Pot Set; 5QT Sauce Pan; 5QT Dutch Oven & 13” Griddle.

Following instructions, I constantly “season” all items, to ensure “Non-Stick” cooking for the Pans and Griddle.

December 24, 2024: Purchased 7QT Sauté/Chicken Frying Pan. Upon receiving, I noticed the Pan has better coating than the previously purchased sets. This is important to remember.

By January 4, 2025; I filed Warranty Claim 1 & 2.

Claim 1: 2QT Sauce Pot - Bottom of Pot developed metal discoloration of large black spots. The glass lid had separated from metal rim and mildew was growing. Claim 2: 5QT Dutch Oven - Bottom of Dutch Oven metal had turned a milky white.

Upon calling the 24/7 Customer Service number, you hear a message advising that you must email Support. Therefore, the 24/7 Customer Service (advertised) number is not a Customer Service number at all.

The Support email for Warranty Claims is slow but, this first time claim for me went better than my next claim. There is a lot of wasted time with automated messages.

Since the purchase of the full-sets in December 2023, the Pans are a constant struggle. Especially the 8” omelette pan. These pans are not non-stick in any fashion. By May of 2025, I’ve stopped using the 8” omelette pan because eggs actually burn in the pan.

Along with the sticking issue, the new 7QT Fryer I purchased is posing the same problems I’ve had with the 13” Griddle. Heat does not radiate outside of the burner area. Oil does not heat-up, meat does not cook outside the burner area. The 7QT Lid’s metal is discoloring.

I submitted Warranty Claim 3 & 4 on June 8, 2025: 8” Omelette pan 7QT Frying Pan. Requesting a replacement with 5QT to better fit my stove since, heat does not radiate.

The problem with email only, some problems are hard to convey through pictures. Such as, heat not radiating. I was able to send picture of how eggs looked cooked in the 8” pan.

First response: Sticking is not a warranty issue (although Hexclad advertises as non-stick). We see nothing wrong with the 7QT pan. What followed was 6 emails requesting a phone call before I received a phone call to explain the 7Qt cooking problem. I was met with a gaslighting statement on the replacement of “I’ll make a one time exception”. Nothing happened after that. It took 24 follow-up emails, some demanding phone calls again. I finally received another phone call with the agreement to replace.

I received a damaged box used my Hexclad with the Pan and Fryer not in the usual Hexclad box, just pans placed in the damaged box. No paperwork, no packaging material, nothing. And, no Lid to replace the 7QT discolored lid.

The big question is this, what changes did Hexclad make between 2023 and 2024?

From 2024, the coating is far more superior, it is a non-stick surface, no seasoning needed. It has a beautiful sheen to it, not the dull surface that stick’s, even with constant seasoning that circa 2023 has. Hexclad...

I will give them some respect because after having this experience, they still told me to write an honest review and said the CEO reads all of them. So here you go, hopefully if my review doesn't directly help someone else, then the company reading it helps them change their practices to help other people.

Having the worst experience with them right now...one week in and one of the pans is burned and everything sticks (other 2 are fine...although I haven't used them as much)...

Asked customer service, who first said it was my fault and told me how to clean it (I already did that and it did not work which is why I reached out...but okay)...then someone said they would still replace the pan that was an issue...then said it was flaking on the pan and a defect so of course they would cover it...then someone said it wasn't covered...now a different person says they will replace with proof of purchase...step one, either stop passing the customer service tickets around to help people get on the same page...it was like whiplash with the replies being so differently.

Ultimately, I had to go back to my in-laws and ask them to prove they bought me this house warming gift...to get it fixed...which is SO EMBARASSING.

Let's stop here for a moment, because why would you want a customer to go to someone else and forcibly share the terrible experience? I get that you are trying to limit fraud...BUT the pans have a serial number. And you make people apply for a warranty...so track the serial number to the warranty, see that the number isn't taken by anyone else and then have proof that it matches without involving more people who were considering buying a set themselves (or for someone else as a gift but now are not).

Then after having this back and forth across 10 or so emails with I don't know how many different customer service reps who all told me totally different things...I was asked to print out a blank form, fill it out and properly pack the pan to send it back.

Look...if you want to be a premium product...and I already gave you all the info 3 times (again to maybe 3 different people) just have the form pre-filled. I get that you need it to match up the mailing (even though again...serial numbers for some reason)...but make it easy on your customers especially after EVERYONE gives me the same bs apology about how annoying this process is. It's YOUR process...make it less annoying.

And of course I threw out the box because I did not expect a $400 pan to get ruined within 8 days of using it (and I swear I never even put the stove on medium...god forbid I tried to sear something...)

Then I asked to speak to a supervisor. I got another person (not a supervisor) who replied with another different answer about the pan and what to do about it and what the company would do about it.

So I copied and pasted the exact same message again. And then another person (no idea if supervisor or not) said they're sending the replacement pan. So now you're taxing your internal resources over and over to also require the customer to be annoyed.

Seriously one of the worst customer service experience for something that again...says they are a premium product. I would rather have gotten a $12 pan from Ross. It would have lasted longer and throwing it away (or recycling it) would have saved me a ton of time versus these emails.

If you're still here reading, go buy another brand...ideally one that didn't also just have to pay out millions for false advertising...I cannot tell if they fixed the harmful chemicals and they are not in the pans or if they still do have harmful chemicals in them and they just stopped...

I purchased a set of Hexclad cookware at Costco that included 3 pans with lids and a Wok. This is expensive cookware but the Costco deal basically meant the Wok was free, and since I have friends who use the pans and like them, I thought I'd give them a shot. They work pretty well - they aren't as nonstick as teflon or other coated pans are (nor do they claim to be, as they are hybrid) but you don't have to worry about coating flaking off and getting into your food, which has become a concern of mine given the rise in awareness of plastics in our bodies. Overall they are a lot less sticky than say, metal cookware, so if you're willing to pay for it, it's decent stuff. One could argue they are overpriced compared to say, standard ceramic cookware - I'd only recommend them if you feel like you can solidly afford the extra money for a little extra snazziness. I cook at home with pans on a daily basis, so I felt it was worth it, but your situation may differ. I would recommend cooking with fairly low heat on these pans and then turning it up gradually if you need to, though the company claims these pans can handle much higher heat than other pans without the coating degrading.

So, the warranty. For some reason the 12'' pan's nonstick feature didn't work at all. This was very much in contrast to the other pans - it was practically no different from cooking on a metal skillet - you couldn't cook eggs without shredding them even on low heat, for example, so I filed a warranty claim. They told me that stickiness issues are not covered by the warranty (neither are chips in the ceramic coating - which does make one wonder exactly what the warranty is supposed to cover), but they did give me a one time exception. I had to pay $40 to mail the pan back to their headquarters, which was annoying but understandable, given I suppose people could simply abuse the system by requesting free pans if they didn't ask customers to do this. The only real negative experience is that it was four whole business days before they shipped the replacement - I don't see much excuse for that, a replacement ought to ship the same day or the next day. Anyway, I got my replacement pan and it works fine.

TLDR - It's snazzy but spendy cookware, customer service was easy to deal with, warranty process worked but was a...