GREAT CUSTOMER SERVICE BUT TERRIBLE POT
Update: Hexclad customer service is great! It is a bit of a process but they responded immediately and will be shipping out a new 8 qt stock pot. I will follow instructions and season the pot as I did initially…I do hope I have a better experience with boiling pasta in the pot.
They said you can use metal utensils but it chips the bottom coating of the pans, I never used any sharp object. Also it is not non-stick!
I always use the pans in medium heat never high heat, I preheat my pan, add and heat oil before placing food and it still sticks. I cannot even boil pasta without it sticking to the bottom…the pasta doesn’t stick in my stainless steel pans but it does in the Hexclad pans! So expensive and really a terrible product, they lied about its non-stick feature! I have attached receipts my order number and proof of purchase under separate cover under a warranty claim.
Reply from HexClad
Hi Pauline,
Thank you for taking the time to share your experience. We're truly sorry to hear that your cookware has not performed as expected, and we understand how frustrating it is when a product doesn't meet your expectations.
While HexClad cookware is designed to be durable enough for metal utensils, we recommend avoiding sharp-edged utensils or using excessive force with metal utensils, as this can affect the cooking surface over time.
Regarding the sticking issue, we recommend the following tips to help achieve the best nonstick performance:
Preheat the pan over low to medium heat for 1–2 minutes before adding any oil or food. Add a small amount of oil or butter once the pan is properly preheated, then allow it to heat for a few seconds before adding your food. Avoid using high heat as medium heat is sufficient for the vast majority of recipes and can help prevent food from sticking.
Allow proteins such as eggs or meat to cook undisturbed until they naturally release from the cooking surface before attempting to flip or stir them.
For us to better assist you and address your concerns promptly, we have already initiated a request to gather the necessary details regarding your order. In the meantime, could you please provide proof of purchase (such as a receipt or order confirmation) along with images of the affected product? This will help us expedite the review process and ensure your concern is handled swiftly.
If you need any additional help or assistance, please reach out to us at https://hexclad.com/pages/contact. Our team will be glad to work with you to find the best resolution.
Kareen - HexClad Support