HEHexclad★★★★★
£1,500 Return delivered — Hexclad Claims “wrong items” but refuse all evidence and ignore requests
I returned two parcels of HexClad cookware from my order (value approx.
£1,500) on 8 July using the prepaid DPD return labels HexClad themselves issued. Both parcels were confirmed delivered to their warehouse on 10 July.
Since 20 July 1 have repeatedly asked for my refund. HexClad's only response has been that the parcels arrived containing non-HexClad products. They have now repeated this claim several times, including from their Escalation Team, yet they have refused to provide a single piece of evidence:
• No photographs of the outer boxes showing my specific DPD tracking labels
• No photographs of the contents they claim were inside
• No weight records or intake logs linking those tracking numbers to anything
They keep directing me to contact DPD myself. I did. DPD confirmed that because HexClad generated and paid for the labels, only HexClad can raise a formal investigation.
DPD will not investigate with me.
I packed and returned the correct HexClad items. HexClad provided the labels, HexClad's facility accepted both parcels, and they are still withholding £1,500 while refusing to show any proof of what they say they received. Requests for evidence and proper escalation have been ignored.
This is not a policy dispute - it is a refusal to evidence a serious accusation while keeping a customer's money. Until HexClad either process the full refund or produce clear photographic evidence of the labelled parcels and their alleged contents, this remains unresolved.
2026-08-24
HEHexClad★★★★★
£1,500 Return delivered — Hexclad Claims “wrong items” but refuse all evidence and ignore requests
I returned two parcels of HexClad cookware from my order (value approx.
£1,500) on 8 July using the prepaid DPD return labels HexClad themselves issued. Both parcels were confirmed delivered to their warehouse on 10 July.
Since 20 July 1 have repeatedly asked for my refund. HexClad's only response has been that the parcels arrived containing non-HexClad products. They have now repeated this claim several times, including from their Escalation Team, yet they have refused to provide a single piece of evidence:
• No photographs of the outer boxes showing my specific DPD tracking labels
• No photographs of the contents they claim were inside
• No weight records or intake logs linking those tracking numbers to anything
They keep directing me to contact DPD myself. I did. DPD confirmed that because HexClad generated and paid for the labels, only HexClad can raise a formal investigation.
DPD will not investigate with me.
I packed and returned the correct HexClad items. HexClad provided the labels, HexClad's facility accepted both parcels, and they are still withholding £1,500 while refusing to show any proof of what they say they received. Requests for evidence and proper escalation have been ignored.
This is not a policy dispute - it is a refusal to evidence a serious accusation while keeping a customer's money. Until HexClad either process the full refund or produce clear photographic evidence of the labelled parcels and their alleged contents, this remains unresolved.
2026-08-24
