KaTom Restaurant Supply
Reviews and Complaints

As a potential customer looking to equip my new restaurant, I came across KaTom Restaurant Supply. After reading various reviews, it seems that opinions are divided. Some customers have praised the fast delivery and quality of products, while others have expressed frustration with customer service and order accuracy. It's essential to weigh the pros and cons carefully before making a decision. Personally, I would recommend reaching out to their customer service for clarification on any concerns before placing a significant order.

I had ordered an item which was I didn't want. I called and spoke to Ms. Parrott and she took care of everything and then called me and let me know it had been completed. This is the type of service that makes everyone feel special. Kuddos To Lyndsey!

KaTom's Customer Service Rep took the time to help me find the right ice cream freezer for my vending trailer. I appreciate a quality customer service rep. Thomas, took the time to listen, discuss the pros and cons of what I needed. I have spent 39 years in the customer service industry. Good Job Thomas! Thank You!

My True fridge was giving me a bit of trouble. JamieLeigh assured me that True was a reputable company and they would back the unit. She made me less worried. They came out on Tuesday and the unit was fixed. Simple and quick. Thank you JamieLeigh for making me feel less tension. Thank you True for being a stand up company as well.

Today I called into KaTom to purchase new equipment. I had the pleasure of speaking with Andrew Marsh. He went above and beyond! He listened to every piece of equipment I imagined in my head and then went and found them for me! He was very patient with me and knowledgeable. Thanks for All your Help it made my day and my purchasing experience!

I highly recommend this company to anyone buying a Kitchenaid stand mixer.
I had wanted a Satin Copper one for a few years but the price was prohibitive.
Then I saw their special and it was significantly less than anyone else 's. I called a couple of times and was uniformly met with patience and competence by the staff. When I ordered the machine it came promptly to time and worked like a charm.
And yes, Virginia it did make perfect mashed potatoes just as the saleswoman said it would.

After I placed my order I decided to read reviews on the company. I see many negative reviews. I decided to try my luck so I placed an order for a Lodge Camp Dutch Oven 8 qt. I got an email shortly afterwards saying the product would not be available until June for me to contact them to let them know how to proceed. I called customer service and talked to this very nice woman about my order. She was able to cancel it with no problems. Everything went so smooth I would order from them again. They were great!

I have ordered items on 3 occasions and have been pleased every time. I understand others have not had such a pleasant experience and that is unfortunate. I also visited the store in Tennessee and for all the cooking enthusiasts out there, if you are in the vicinity this is one of the nicest stores of its kind I have seen anywhere. I have read some of the reviews and they are unjustified. Industrial ovens, like any other piece of industrial equipment arrives in a crate, and often must be wired, to code, by a qualified electrician. It is unfair to blame the vendor for one's own misunderstanding.

I'm just a regular homeowner who's been fed up with buying cheap plumbing supplies from big box stores like Home Depot and Lowe's. I'm also not a fan of supporting Amazon, so I decided to give KaTom a try. Unfortunately, my experience with them was less than satisfactory.

I had to return a faucet that I purchased from KaTom, and it ended up costing me a whopping $141.69. This was due to their restocking fee and the required shipping with tracking. Needless to say, I was not happy about this.

The reason I had to return the faucet was because it had a wall-mounted support arm that installs halfway up the neck of the faucet. The picture of the faucet on their website did not accurately depict this support arm, so I assumed it wasn't required. However, when I received the faucet and opened the box, the installation instructions clearly stated that the support arm was necessary.

I tried to explain this to customer service, but they were not helpful at all. They kept repeating that the faucet was a wall-mounted sink, and therefore, the support arm was necessary. I kept trying to explain that I understood it was a wall-mounted sink, but the picture on their website did not show the support arm, and the specs did not mention it either. It was frustrating to say the least.

In the end, I had to pay the restocking fee and return the faucet. I learned my lesson and will stick to buying from Amazon in the future. They make returns easy and are often cheaper than other retailers.

Overall, I cannot recommend KaTom based on my experience. The lack of accurate information on their website and unhelpful customer service made for a frustrating experience.

I just bought some arctic air equipment from KaTom in January 2021. When the equipment arrived, I had to sign a form before the freight carrier would bring it off the truck for inspection. They could only bring it as far as the front door, so I had to get the equipment inside myself. When I took it out of the box, I noticed that there was damage to the equipment. I also noticed that there was some type of welding solder material on top of the refrigerators, which indicated that someone had recently done some type of work on them.

I immediately started taking pictures while calling KaTom on the phone to explain what was going on. They gave me an email to send the pictures over and asked if the equipment worked. I told them I didn't know because we had not plugged it in and I just wanted a refund. They instructed me to plug the equipment in to see if it at least worked, and I did so. One of the refrigerators was very loud, and the other had a broken on/off switch, so we could not turn it on again.

I demanded a refund, but they said they would send me a freight claims form. I didn't understand why because there was no damage to the exterior of the box of either refrigerator. Clearly, the damage had been done prior to packaging both of these refrigerators. In three months, I've had four service calls, and I am still demanding my money, which I have yet to receive. I've contacted my attorney, and we're prepared to file a lawsuit as well as a complaint with the Illinois state Attorney General, the Tennessee Attorney General, the Minnesota Attorney General, and any and everywhere that KaTom and arctic air does business.

Please do not do business with either of these companies as they lack the key ingredients to a good business, which is integrity. It's important to be cautious when dealing with companies like this, as they may not have your best interests in mind. I hope my experience can help others avoid similar situations.

So, I had a bit of an experience with KaTom a few weeks back. One of my customers needed some coffee air pots, and I quickly jumped on KaTom's website to place an order. The total came out to $221.41 with shipping, but just a few hours later, my customer informed me that they no longer needed the air pots. I immediately called KaTom to cancel the order, but unfortunately, they told me that it had already shipped. They advised me to refuse delivery once UPS brought it, which I did.

A week went by, and I still hadn't received a credit to my card. So, I decided to open up a live chat with KaTom to explain what had happened. They told me that once they received and inspected the return, they would issue a credit minus the shipping cost and a 25% restocking fee. I was shocked at this and explained that I was a repeat customer who had made six previous orders totaling about $2230. I pointed out that KaTom's emailed invoices state that "Here at KaTom, our dedicated team strives to make every shopping experience excellent. If you are unsatisfied with your order or have any questions, please do not hesitate to contact the KaTom Customer Appreciation Team." I told them that charging me a restocking fee was not appreciating my business, especially since I had called to cancel the order the same day.

The representative then told me that they could assess a 10% restocking fee instead of the usual 25%. This, along with the shipping fee, came out to $45.26 that I lost, even though I had called to cancel the order the same day. It was disappointing to see that being a repeat customer didn't seem to matter to KaTom. It seemed like they wanted that restocking fee and shipping charge more than future business with us, which would have come to much more than the $45.

When they emailed me the credit memo, I noticed that the bottom of their email showed that they were a GSA contract holder. This may explain part of their somewhat apathetic attitude towards us smaller customers. Fortunately, KaTom has competitors from which I also order, and in the future, they will certainly be receiving business that would have gone to KaTom.

I gotta tell ya, folks, I had a pretty rough experience with KaTom. Now, I know some of you might be tempted by their low prices, but let me tell you, it's not worth it. I'm a regular at Webstrauntstore.com, and I was always a little suspicious of KaTom, but I decided to give them a shot this time around. Boy, was that a mistake!

So, here's what happened. I ordered an oven from KaTom back in early May. It had a minor configuration issue, so it was classified as a "special order." That was fine with me, I figured I could wait a little longer for it. When I placed the order, the sales rep told me it would have a 17-day lead time. I was cool with that, no problem. But now it's been over a month, and I haven't heard a peep from KaTom.

Last week, I finally decided to call them up and see what was going on. The person on the phone told me my order was on its way and would be there by the end of the week. Well, surprise surprise, it didn't show up. So I called again, and this time they told me my order was in their warehouse and would ship in a day or two. They even promised to send me tracking info by the end of the day. But, you guessed it, no tracking info came. When I called back yet again, they told me my order hadn't even been placed yet!

I mean, come on, KaTom, what's the deal? It's been over a month since I placed my order, and you still haven't gotten it together? And don't even get me started on all the lies they told me over the phone. They even offered to "compensate" me by waiving the $45 lift-gate fee, but that's just a joke at this point.

All I can say is that I will never, ever be going back to KaTom. If you're a serious consumer, I strongly advise you to stay away from this place. Sure, their prices might look good, but trust me, it's not worth the hassle. Stick with Webstrauntstore.com, folks.

I gotta say, my experience with KaTom Restaurant Supply was a real bummer. I mean, seriously, don't even bother dealing with them. Their customer service is a joke! I ordered a freezer from their online store on May 5th, 2020, and it cost me a whopping $1364. I started using it on May 25th, and everything was fine until July 20th. That's when the darn thing just up and broke for no reason! I had only used it for less than 60 days, and all the food I had in there, which was worth about $1000, went bad and had to be thrown out.

So, I called KaTom's customer service more than 15 times and left detailed messages, but I never got any response. It wasn't until I left a bad review on their Instagram page on July 26th that they finally replied. And get this, they even deleted their own apology! Luckily, I took a screenshot of it as proof. Anyway, some lady named Kattie (or is it Katie? I don't even know) called me back and said she would help me by sending a technician to my house. She even talked to her manager about it and everything. But guess what? It was all a bunch of baloney. She never followed through, and I've been calling her non-stop ever since. She never returns my calls, and I have no idea where she's gone off to.

The worst part is that I need a new freezer ASAP, but I don't have any space for this broken one anymore. I've tried writing letters and leaving messages, but I still haven't heard back from KaTom. I even told them that if they couldn't fix it by July 30th, 2020, I wanted to return it so I could get a new one from a different supplier. But nope, nothing. It's like they don't even care about their customers.

Honestly, I wouldn't wish this kind of experience on anyone, especially small business owners like myself who are just trying to make a living in the food industry. So, if you're thinking about buying from KaTom, I'd say think twice. Save yourself the headache and go somewhere else. Trust me, it's not worth it.

I had a pretty bad experience with KATOM, and I wouldn't recommend them to anyone. I ordered a charbroiler from them because they had the best price, and I wasn't in a hurry to receive it. However, things quickly went downhill from there.

I placed my order on March 16th, and was told that it would ship out in 2-4 days if it was in stock. I received an email on the same day saying that the anticipated ship date would be March 26th. I was a little nervous, but I figured it would be okay.

On March 30th, I got a call at 11am saying that the delivery was 30 minutes away. I had requested delivery after 3pm, so I asked the driver to call me back to let me know when they would be delivering. However, I never received a call back.

I called KATOM's customer service, and they told me to call the shipper to find out what was going on. The shipper said that they had handed the delivery off to another carrier, and that it was out of their hands. The new carrier said that they couldn't deliver until the following day, with a window of noon to 4pm.

I agreed to come in early to receive my shipment, but no one showed up. I called KATOM at 4:58pm, and the guy who answered the phone was incredibly rude. He told me that it wasn't his problem, and then hung up on me.

I called back and spoke to a woman who was much nicer. She put me on hold to see what was going on, and then told me that the carrier would reach out to reschedule. However, she had no idea when that would be.

At this point, I decided to cancel my order. However, the woman told me that it wasn't possible to cancel because I had already paid and the item had shipped. I was pretty frustrated at this point, and decided to just give up on KATOM.

I ended up ordering from Webstaurantstore instead, even though they were out of stock for two weeks. I should have just waited it out, but I wanted to try KATOM. Now that I have, I can say that I won't be ordering from them again.

Even Restaurant Depot has better prices and service than KATOM. If you're thinking about buying from them, I would recommend that you look elsewhere.

This is my first and last time ordering from Katom, a restaurant supply company. I placed an online order on August 31st for four cases of "Chief Choice" 4oz popcorn portion packs, 36 ct each, for a total of $116. I also ordered a case of popcorn bags, a popcorn scoop, and a jar of kettle cleaner. The shipping charge for the popcorn alone was $46.82, and the total shipping charge was $58.34. When the popcorn arrived, I was shocked to find that all four cases of product were expired, with a best buy date of 7/10/2020! Yes, ALL 144 individual popcorn portion packs were EXPIRED! How does that even happen from a restaurant supply company!?!

I tried calling Katom twice, but I was unable to reach anyone after waiting over 10 minutes on hold each time. I then emailed Katom on 9/9/2020, and included photos of the expired product. I requested a refund on the popcorn and shipping charge. I advised them to email me a postage label if they wanted their expired product back. After 5 days of no response, I called Katom again on the 14th, this time early in the morning. After 15-20 minutes on hold, I was finally able to get through to someone. I spoke with a Katie Whittaker, who stated she would need to escalate the issue to her supervisor. She promised to contact me back by the end of the day, but she never did.

After checking my bank account, I noticed they did refund the $116 for just the popcorn that afternoon, but not the shipping charge. The next morning I called Katie's extension directly, expressing my frustration as to why the shipping charge for the popcorn was not refunded. Again she advised she needed to refer it to her supervisor, but that person was in a meeting. Later that evening I received an email from Katie stating her supervisor had left for the day, but that she left my information on their desk to be reviewed in the morning. The next morning no one contacted me. I emailed Katie at noon, advising her I was going to dispute the entire charge with my credit card company if the issue wasn't resolved. I have yet to receive any further response from anyone at Katom.

Oh, and by the way, when the popcorn bags I ordered arrived, I discovered they were just thrown into the cardboard shipping box. They weren't in a plastic bag inside the box or anything. Not sanitary at all.

In conclusion, I would not recommend Katom to anyone. This is one of the worst companies I have ever dealt with. Stay away if you value your health and money, and that of your customers.

I recently had an experience with KaTom that left me feeling frustrated and disappointed. I had placed a large order of appliances for my store, totaling over $40,000. While the company was helpful in getting my order processed quickly, I encountered several issues that made me regret my decision to do business with them.

Firstly, my items arrived much later than the lead time that was initially given to me. I received multiple shipments over the course of 2-3 months, which caused delays in my project timeline. Additionally, one of the items I received - a sink - was damaged upon arrival. I immediately took a picture and sent it to the company, as instructed. However, I received no response for over a week.

When I called to follow up, I was met with unhelpful customer service representatives who put me on hold for extended periods of time. One representative, named Kathy, asked me to file a claim with the freight company within 5 business days. I promptly did so, but received no response from Kathy or anyone else at KaTom. When I called back, I was told that Kathy no longer worked there and that my case would be handled by someone else.

This pattern continued for several weeks, with no progress being made on my case. I was repeatedly asked for the same information and promised call backs that never came. Eventually, I was told to file a claim with the freight company myself - 3 months after the item had been delivered. I was frustrated and felt like my concerns were not being taken seriously.

Overall, my experience with KaTom was a nightmare. Their customer service was unhelpful and unresponsive, and I was left with a damaged item and no solution. I would caution anyone considering doing business with them to be prepared for delays and poor customer service. While they may be quick to take your money, they do not seem to value their customers once the sale has been made.

I recently ordered some new glasses from KaTom for Thanksgiving this year. I had a chat with one of their sales associates before placing my order to inquire about how they package their glasses. I was worried about the shipping companies being rough with the packages. The sales associate assured me that their packaging was top-notch, and if anything went wrong, they would make it right.

Unfortunately, my worst fears came true. The glasses arrived broken into a million pieces, and glass spilled all over my floor. This was not a good situation, especially with kids and dogs around. I immediately took photos and called the company to report the issue. This is where the problems with KaTom began.

I spoke with Destanie, the supervisor of the customer service department. She was incredibly rude to me and told me that I would have to wait for UPS to come and inspect the packages before they could ship replacements. I explained that I couldn't keep a box full of broken glass in my home with kids and dogs around. She finally told me to take extensive photos and email them to her. She instructed us to dispose of the glasses and refused to ship any replacements, stating that she had to abide by company policy. She promised to file a claim with the shipper first thing in the morning and issue our refund so we could go elsewhere.

I tried following up with Destanie via phone, but she never answered, and no one at the company could find her. I sent her a few emails, and she finally responded when I threatened to file a chargeback with my credit card company. Unfortunately, her response was a warning to me about how my credit card would be closed if I filed a chargeback (completely untrue). After reading that, I called my card company, filed a dispute, and I am still waiting for that to be resolved.

It is now Dec 4th, and I just received an email from someone named Amanda, who told us that UPS had tried "multiple times" to schedule an inspection with us but we did not respond. This is not true. At no time did UPS ever try to schedule an inspection with us, and anytime there was any communication, we responded immediately. UPS did show up out of the blue one day with a call tag to pick up the shipment, but we explained that we were instructed to dispose of the broken glass and had submitted photos to the seller. They said no problem and left. That was our only communication with UPS.

To date, I have not received a refund, and I am out $172. I have wasted a lot of time and effort dealing with this issue, and I have a bunch of broken glass to show for it. It is frustrating to see that other customers have had similar experiences with KaTom. I don't understand how this company is still in business, or who is purchasing from them. I would advise anyone to stay away from KaTom. They are crooks and liars.

I've been ordering restaurant equipment from KaTom for a few years now and I have to say, my experience has been mostly positive. I've purchased reach-in coolers and grills from them and they've all been working perfectly fine. I've spent over $10,000 with them over the years and I've always gotten good deals.

However, my last experience with them was a complete nightmare. I ordered a 36-inch flat top grill from them in May and according to their website, it was supposed to ship within a week. I was expecting it to arrive within two weeks, just like my previous orders, but it turned out that the grill was a custom-made unit and it would take an additional 4-6 weeks to complete. They never reached out to me to confirm if this was okay.

After a few weeks of not receiving the grill, I started to panic because we were getting ready to open the restaurant and I just noticed we were still missing this grill. When I contacted them, they informed me that the grill was custom-made and wouldn't be shipped out for another 6 weeks! I immediately cancelled the order and purchased a grill locally since we were getting ready to open in a few days. At this point, they said the order was cancelled and apologized for the false advertising.

The next day, they called me back saying they were reneging the cancellation because it was a custom item and the manufacturer was already making the item. I told them I already got my grill yesterday and didn't need the grill anymore. This is when the back and forth started to happen, as the customer service operators didn't want to deal with this issue. It seemed like they were having lots of issues with the manufacturer.

I had to call in multiple times telling them I was not going to accept the grill and to process the refund. Finally, I rejected the grill when it showed up weeks later. And KaTom still wouldn't refund my credit card. I called in over 10 times talking to various people pulling my hair out at each point in time because there wasn't one single person in charge of taking care of this. They kept promising me a refund minus shipping and a 10% restocking fee. Months passed and each frustrating call was ended with yet another empty promise. I finally got to nail down a supervisor named Jamie Lee to take care of this personally. I called over and over again, sometimes just asking for a call back to get an update. I WOULDN'T EVEN GET A CALL BACK! I just wanted someone to tell me that they are still processing it, so I called over and over again and still NO CALL BACK!

Finally, I got a credit memo issued and emailed to me (minus shipping and restocking). That was 9 days ago, and I still haven't got ANY credit on my account. It doesn't take this long to process a credit. I have processed refunds for customers at my restaurant and it takes 3 - 5 business days AT THE MOST! I think they are just trying to wait out the months because you can't dispute charges past 6 months on your credit card.

I am giving up trying to work them on this. I emailed Jamie Lee a week ago and she never responded. I have filed a dispute on my credit card. I will never work with this company ever again. I will never order from them again. I will not save an extra $300 on an equipment because it is not worth the peace of mind. I also order equipment from Webstaurant and that is where I will be giving my business in the future.

I gotta say, I bought a commercial oven from Katom and it was a real hassle. Don't get me wrong, they shipped the casters and other stuff right away, but the oven was a whole different story. They kept telling me there was a delay, but never gave me any updates. I had to call them all the time just to find out what was going on. And get this, it took a whole year before they finally told me they weren't gonna have the oven I ordered. Can you believe that? A whole year! So they suggested another model and I had to settle for it because I couldn't wait any longer.

But that's not even the worst part. They told me the casters I bought would work with the new oven, but when I finally got around to installing them, they didn't fit! And when I asked customer service to exchange them for the right ones, they refused because it had been over 30 days. I wasn't even trying to return them, just exchange them for another set that was the same price. And they were still in the original packaging, unused and everything. I mean, come on, what kind of business does that? They lost a customer and thousands of dollars of future sales over a hundred bucks. It just doesn't make any sense to me.

As a business owner myself, I can't even imagine making such a poor decision. It's just bad business all around. So if you're thinking about buying from Katom, just be warned that their customer service leaves a lot to be desired.

So, I was buying all my restaurant gear from KaTom and everything was going fine until I got a notification that my stove was out for delivery. But then, they put a hold on all my other orders until I could prove that I'm a real business by sending them some proof. They already took the money out of my bank account, and they even told me that it declined once because I accidentally went over the $5,000 limit that my bank increased only for a few days to make these orders. But my account shows where they already deducted the other stuff I ordered? When I tried to email and call customer service, I got nothing but the runaround, and then they told me that I had to send what they asked for or they wouldn't ship. They even said that they would turn around the order that had already been shipped so I wouldn't get it. Can you believe it? I was spending several thousand dollars and this is how they treat me? When did it matter if I was really a business or shipping to my house, they already got paid. I'm never dealing with this company again. There's a major failure in management somewhere because the employees answering the phone are only doing what they're told.

I recently purchased an ice machine from KaTom in May of 2021. Unfortunately, the machine started giving me trouble after just a few days. It would make a small batch of ice, stop, make another small batch, and then repeat the process until the ice melted. I was extremely frustrated and decided to call KaTom for help.

However, when I called, I was given the runaround. They told me that they don't handle warranties and that it's the manufacturer's responsibility. I was shocked to hear that the manufacturer was located in China, and when I asked for their contact information, I was given five different phone numbers to call. I was also told that there was no email address to contact the distributor in China, which seemed very suspicious to me.

I decided to call KaTom back and explain my situation. They seemed very happy to take my money and information, but they didn't seem to know what to do next. They promised to find out more information for me, but it's been a week, and I haven't heard anything back yet. I'm still waiting patiently, but I'm starting to lose hope.

I paid good money for this product, and I still have a warranty until May of this year. I expect KaTom to step up and do something about this issue. It's not fair that I'm stuck with a faulty product and no way to get it fixed. If KaTom wants to avoid negative reviews like this one, they need to be more honest and transparent about their products and their manufacturers.

Overall, I'm very disappointed with how KaTom operates. They should have all the necessary information about the products they sell, including the manufacturer's contact information. If they can't provide that information, it makes me wonder if they're selling fraudulent products. I hope that KaTom will take my complaint seriously and do something to resolve this issue.

I had a really bad experience with KaTom Restaurant Supply, Inc. I ordered four items from them on July 23, 2020, and only one of them was shipped. They charged me the full shipping amount of $29.50 for the one item that did ship, even though it only cost $1.83 and weighed about 2 ounces with the package. I received an email saying that the other three items were "shipping soon," but when I called on August 1, 2020, to check the shipping status, I was told by Katie that they were back-ordered until December 31, 2020. I asked Katie to cancel the order and credit the shipment on the three items, but as of today, I still haven't received the credit.

I called again and spoke with Bethany, but she wasn't any help. I asked to speak with her supervisor, Sarah, and that's when things went south. Sarah told me that they would charge me $9.34 for shipping the ~2 ounce item and that it would take 9-13 business days after the cancellation was processed by the credit department to see the credit on my credit card statement. I was really upset because I would never have placed an order for a $1.83 item and paid $9.34 for shipping when I could buy it locally. I only added it to the order for convenience.

To make matters worse, KaTom is communicating false statements by saying that the other items will "ship soon" when they're actually back-ordered for months with no update. I would never recommend anyone to order from KaTom. They're not honest, and they don't care about their customers. If you've had a bad experience with them, tell as many people as you can to stay away. Report them to your credit card company and PayPal.

his is my experience with KaTom. I have to say, I wish I had read some reviews before placing my order. I ordered over the phone after receiving an email quote. I made sure to ask if I could receive my order by the end of the week, and the salesperson assured me that it would arrive in 3-4 days. This was perfect for me, as I really needed my item by the end of the week.

After placing my order, I called and chatted online twice to confirm that my item would be shipped out on the same day. I was relieved when I received a tracking number, but then I saw that the delivery time was more than a week instead of the promised 3-4 days. This was not going to work for me, so I chatted online and asked to cancel my order. The representative told me that I could just refuse the order and pay a restocking fee. I was surprised, as the salesperson never mentioned a restocking fee.

I explained that the item was still in Tennessee and that they could simply call and ask them not to deliver it to New York. Despite this, they charged me a 25% restocking fee and a $45 lift gate fee for an item that I never received. To make matters worse, they charged me $797.90 and only refunded me $261.30 (after many requests for a refund). This was for an item that never even left Tennessee!

I feel like KaTom stole my $536.60 for an item that I never received. I am currently working with my credit card company and will be reaching out to consumer affairs. I hope that others can learn from my experience and avoid doing business with KaTom.

I ordered a Vollrath Carbon Steel Stir-fry pan from KaTom on May 19th. The website said it would "Typically Ship in 3-4 Business Days". I was excited to get my new pan and start cooking up some delicious stir-fry dishes. However, when I checked my order status the following Monday, I was disappointed to see that it hadn't shipped yet. I went back to the product page and saw that the shipping information had been changed to "Typically Ships in 9-13 Business Days". I was frustrated, but I figured I could wait a little longer.

On the 9th business day, which was a Friday, I decided to contact customer service to see what was going on. I was told that my pan would ship that day and that I would receive an invoice and order confirmation in the afternoon. I was hopeful that I would finally get my pan. However, I never received a shipping notice or invoice. I was starting to get really annoyed.

I contacted customer service again and was told that the warehouse had a quantity of one listed in inventory but couldn't find it. I was so disappointed. I had been waiting for two weeks for a pan that was never even available. The customer service representative then offered me a non-stick version of the pan, but I declined. I wanted the carbon steel pan because I knew that if seasoned correctly, it would form its own non-stick coating that is much better than Teflon and safer.

I wish I had read the reviews before ordering from KaTom. I feel like I wasted two weeks waiting for a pan that was never in stock. Even though KaTom had the lowest price advertised online, it wasn't worth it because the item wasn't available. I was so frustrated that I had to contact them to find out there was a problem. How do they stay in business?

Overall, I was disappointed with my experience with KaTom. I hope that they can improve their inventory management and customer service in the future.

I had a pretty bad experience with Katom and I don't think I'll be doing business with them again. I ordered an attachment for my wife's Kitchenaid mixer as a Christmas present and while the delivery went okay, there were a couple of issues that really rubbed me the wrong way.

Firstly, they printed very clearly on the shipping label what the contents were, which was completely unnecessary. This meant that when my wife received the package two weeks before Christmas, she knew immediately what she was getting. It kind of ruined the surprise, you know?

Then, when my wife opened the attachment on Christmas day, she decided that it wasn't what she had in mind. No problem, I thought. I called Katom and got a shipping authorization number so I could send it back. However, they never sent confirmation that they had received it, so I had to call them to check. That's when they told me that they had already issued a credit - but only for 75% of what I had paid!

Apparently, they have a policy that there is a 25% "restocking fee" on all orders over $100. I had no idea about this until they told me. It seems like a pretty stupid policy to me - how can it cost more to restock one item over another? If it had been a $500 item, they would have charged $125 to "restock" it. That's just ridiculous.

I feel like their "restocking fee" must be pretty close to their profit margin. It's like they're trying to make money off the same item twice! I definitely wouldn't recommend doing business with these folks. I wish I had read the reviews beforehand - they're not good. So, if you're thinking about buying something from Katom, I would say caveat emptor!

I just bought a Mo Tak ice machine from Katom for my restaurant. When the plumber came to install it, we found out that it barely makes any ice, just about the size of a bag you get at the grocery store. I was really disappointed and called Katom to request service. But guess what? They don't handle service or warranty and gave me a number for the "manufacturer". I called the manufacturer and left a message on Friday morning, but no one returned my call. I was really frustrated and decided to google the manufacturer of Mo Tak, and guess what again? It's made by Katom!

It's Saturday now and I called Katom again, but they told me the same thing - I need to call the manufacturer. When I pointed out that they are the manufacturer, the rep told me that I could only return it if it was "unopened, in original packaging". But how can I tell if it's defective if I can't even plug it in? It's really unacceptable for a brand new appliance right out of the box.

I will most likely purchase a better brand and take them to small claims court for this machine if they don't take it back. I spent $1,649.00 on this item, and it's not even working properly. I'm really disappointed with the service I received from Katom. I hope they can improve their customer service and take responsibility for their products.

This company is just terrible! I've ordered from them several times and it's clear that they don't care about their customers or even basic business sense. Every time I order something, it seems like it's coming from some other vendor. They pay for shipping from that vendor to them, and then from them to me. It's a total mess!

The last time I ordered from them, I got two casters. One was correct, but the other was completely wrong. The vendor sent the wrong one to KaTom, but they didn't even bother to check it before forwarding it to me. And they paid for the shipping, too! When I got the RMA, I returned the incorrect caster, but they asked me why I didn't return both. Why would I do that? Only one was wrong! If I returned the good one, I'd be out two casters and more problems.

But here's the worst part: they charged me instantly when I placed the order, but they wouldn't do anything until I sent them pictures of the incorrect caster and sent it back to them. And then they shipped it back to the vendor and now I have to wait 10 to 14 business days to get the correct caster. And did I mention that they never called or emailed me to let me know what was going on?

I'm stuck waiting and following up with them because they don't initiate any status updates. They don't push the vendor to FedEx overnight the correct caster due to their mistake. And worst of all, it seems like these issues never get corrected. No management is involved and the owner is never even informed. So what does that mean for you? It means that you'll probably have the same problems I did.

In conclusion, I would not recommend KaTom to anyone. They clearly don't care about their customers or even basic business practices. Save yourself the trouble and go somewhere else.

I gotta tell ya, I had a pretty rough experience with KaTom. I mean, if everything goes smoothly, you might be okay, but if there's any kind of issue, they just don't seem to care. And let me tell you, their customer service is a real pain in the you-know-what to get ahold of.

So here's what happened. We ordered a True refrigerator from them, but as soon as it arrived, we realized we had ordered the wrong size. I mean, we didn't even open the dang thing! So we called up KaTom and they said if we used their shipping company and bought the right size from them before the return was processed, they might not charge us the 25% restocking fee. Well, it ended up costing us $600 to ship the thing back, and when they refunded us, they only gave us 75% of the original cost. What about that restocking fee they said they might not charge us?

We tried emailing and calling, but no one would respond. Finally, I got through to someone and they said they'd look into it and call me back. But they never did. So I just kept calling and calling until someone finally helped me. And get this, they said there were scratches and a dent on the returned item. But we didn't even open the box! I guess we're just a couple of suckers, because they got two big purchases from us and that restocking fee, and we got a $600 shipping bill and a whole lot of frustration.

I'm telling you, I'm never buying from KaTom again. They just don't seem to care about their customers. It's a real shame, because I was hoping for a better experience. But I guess you live and learn, right?

On Feb 3, 2023, I ordered 12 sets of Victorinox Serrated wood handled steak knife sets for a customer. Apparently, what looked like the serrated ones were straight edge. Katom shipped 3 of the 12 sets, and when I received them, I called and asked what was going on with the order. I told the person on the phone that I needed the backordered ones checked and to cancel them if they were not serrated. She checked and assured me they were serrated.

When the rest of the order arrived, they were all straight edged. I contacted returns, and was asked for photos of the knives. I sent the photos on 3/15/23. Mikaela G responded with the info that the part number ordered was the straight edge spear point knives. I was given a return authorization and was informed there would be a 25% restocking fee.

I called sales and talked to Sarah Holland on 3/15. She sent a sales quote for the 12 sets of serrated knives to me and I discussed the return and 25% fee with her. I told her I would not return the knives while losing 25%, and would sell them on eBay, and buy the serrated knives elsewhere. We agreed to have me buy the serrated knives from Katom, and that I would be charged a 10% restocking fee after placing the order and return of original knives was received by Katom.

I placed the order on the same day, and shipped the return in 2 shipments to Katom on 3/16/2023. The return(s) were received by Katom on 3/21/2023 at 8:39AM.

I received a refund of $319.97 on 3/21. I called about the rest of the refund and was told it was processing. I received the final refund of $959.92 on 4/10/2023. Total refunded was $1279.89. The sale was for $1687.44. The 10% restocking charge would have been $168.70. The restocking fee charged was $407.55, the 25%.

I called many times, and was told that the difference ($238.81) would be refunded. It never was. I talked to Mikaela a few times during this process, and she verified the sales dept agreed to 10% restocking charge to get the last sale. I have never received the money owed me. ($238.81)

My experience with Katom and their customer service is one of, if not the, worst I have had with any Vendor in my life. I feel I was misled and ignored or put off through the whole process. At this point I would tell anyone to avoid dealing with them for any reason. Use another vendor or do without the product.

Patrick O

La Grande, OR

I purchased an ice machine from Katom in November 2021. I have had nothing but problems, the ice machine didn’t work, they finally replaced it after I placed over 100 phone calls to them. The machine they replaced it with also did not work. Literally, I have been working with them for the last 19 months and it has been unresolved. They don’t return phone calls promptly and they just kick the can down the road. It is the worst company and customer service and product I’ve ever dealt with and if I ever see a dime back, I’ll be amazed. I cannot say enough bad about this company or the Kold Draft ice machine .

I was ordering ALL my kitchen equipment through Katom. My bank was allowing me a $5,000 limit for a few days to get these orders taken care of. Your company shipped my 6 burner stove, but I started receiving emails that I had to prove I was business by sending something like an electric bill. The money already showing deducted from my bank account. I called, and was relayed through one of your employees that her manager said my card declined on one of the orders therefore they weren't shipping any until I proved I was a business. When I reviewed about the card, it is because I went over my $5,000 limit for that day. But I ordered it the next day and it went through. Yet, all my stuff remained on hold that has been deducted from my bank account, and even equipment already shipped with tracking number showing it would be arriving at my business. Through frustration, I requested to just cancel my orders that was on hold, and was told through email that they were also cancelling the equipment already shipped and having it turned around.

What kind of business does this crap? I own a convenient store in the same parking lot next door to this restaurant, and gave both addresses because either address will be mine.

I then started looking at reviews for this company and the owner needs to reevaluate who is in charge because you are losing business through your employees and so called policies. It showed you rank a 1 star out of 5, I understand why!

I ordered a tea brewer and accessories in Oct of 2021. Random items came in November and December, but not the main item that I needed to use the random items. I was giving the tea brewer as a Christmas gift. I emailed the company multiple times asking for a date of delivery. I decided to call over a week before Christmas to find out if it was coming prior to Xmas. I told the lady if it was not going to be here for Xmas to cancel the order and send return labels as I could not use what they sent without the main brewer. Of course, they sent the brewer after Xmas. I have email chains, over a dozen trying to find out how to return these items. They kept putting me off with all kinds of excuses. I demanded a return and got an email back that they need to start a case. I received an email back stating that I would need to return the items at my own expense and there would be a restocking fee of 25% involved with no return address. I told them this was not my fault that I told them not to send after Xmas! Then I didn’t hear back from them. After a few weeks I emailed asking for an address to return the items, again got an email back saying they needed to start another case. They told me I purchased in October and its been too long and they cant accept a return and refused to help me. I will file with the BBB and if that gets me no where my lawyer. They are not getting away with this as they kept prolonging this so they could use the time issue for a return that I cancelled if not received by Christmas.

This company customer service is terrible. I was sent wrong item 3 months before and I complained and called them more than 20 times and emailed them more than 20 times but still they don't respond and just ignore. It's their fault and still don't pick the wrong item and don't sent the right item. So terrible people work there. I will not suggest to order from this company.

I ordered a commercail freezer from KaTom Restaurant Supply on November 15, 2021. My credit card was charged on November 16, 2021 for the item. When I ordered the item it said it was in stock and would arrive the week of Thanksgiving. Today (Tuesday-November 30) I called to find out when the expected date was going to be. I was told that the item wouldn't even ship until Mid February. Sure was nice that my credit card was charged three months before the item was even suppose to ship. Don't believe anything when you order from this company.

Mid august 2020 I ordered 2 floral coolers, a very large and expensive order. First the order was mistakenly canceled after I wired payment in full. Secondly, my freight was calculated incorrectly so I was charged extra. Thirdly, the day my order was to arrive they canceled delivery because katom ordered the wrong method of shipment. Once my coolers finally arrived both were damaged very badly. Of course theres no way to know this without unwrapping the items and once you do that they are yours to keep no matter what and any claims are considered to be invalid. I filed claims for the damages (one cooler was actually completely unusable) and liability was bounced around from katom to abf frieght to true manufacture and around again and again. Its now october 18th and ive sent countless emails to katom attempting to retrieve the incrediblyt small credit theyve offered me and ive gotten no response. I do not recommend this company at all for anything. When running your business depends greatly on your equipment you need dependable vendors and katom is not one of them.

trying to get the correct lid for the trash can that I ordered has been a nightmare! I am told several times that someone will contact me, well that hasn't happened. I want a full refund and a pId shipping label to send the insert back along with the trash can. [protected] Sharon Curry
My email is: [protected]@aol.com

I purchased 4 Epicurean chopping boards from them and was notified that my order would be received by May 8th. A package arrived on May 7th but with only 1 chopping board. When I inquired about the rest of the order I was told that those boards were on back order and they estimated that they would take another month for me to receive them! Put me in a bad situation as the boards were purchased as a birthday present for someone on May 10th and I will not have enough time to order them from another supplier at this point. Online sales companies always inform you of a backorder situation at the time of placing the order or shortly thereafter when they prepare your order for shipment. It should not be a surprise when you receive a partial shipment of your order!
Will never do business with these clowns again.

I ordered new glasses for Thanksgiving this year. Before ordering, I spoke at length with a sales associate and specifically asked how they package glasses, since shipping companies are notoriously harsh on handling shipments. He assured me that not only are they packaged really well, but if anything goes wrong they will make it right.

Well, exactly what I feared would happen, happened. The glasses weren't packaged well, and they arrived broken into a million pieces, and upon opening the box, glass started spilling all over my floor (not too good with kids and dogs around). We immediately took photos, called the company, and that's where all the problems with this company began.

I spoke with Destanie, the supervisor of the entire "customer service" department and beyond being incredibly rude to us, told us that we would have to wait for UPS to come and inspect the packages before they would ship replacements. I explained that there was no way I was keeping a box full of broken glass in my home with kids and dogs around and she finally told me to take extensive photos (which I already had) and e-mail them to her. At that point, she instructed us to to dispose of the glasses. She still refused to ship any replacements, stating that she had to "abide by company policy", but would get on filing a claim with the shipper first thing in the morning and once that had been filed, she would issue our refund so we could go elsewhere.

I tried following up with Destanie via phone but she would never answer, and no one at the company could ever find her. I did send her a few e-mails and she finally responded when I threatened to file a chargeback with my credit card company. Unfortunately, her response was a warning to me about how my credit card would be closed if I filed a chargeback (completely untrue). After reading that, I called my card company, filed a dispute, and of course I am still waiting for that to be resolved.

It is now Dec 4th, and I just received an e-mail from someone named Amanda, who told us that UPS had tried "multiple times" to schedule an inspection with us but we did not respond. Let's be very clear. At no time did UPS ever try to schedule an inspection with us, and anytime there was any communication, we responded immediately. UPS did show up out of the blue one day with a call tag to pickup the shipment, but we explained that we were instructed to dispose of the broken glass and had submitted photos to the seller. They said no problem and left. That was our only communication with UPS.

To date, no refund, and only an e-mail stating that "our claim had been closed" due to our lack of response. I am out $172 and have nothing but wasted time and a bunch of broken glass I had to clean up to show for it.

On another note, we just looked up reviews on this company and it turns out we're not the only ones this has happened to. I can't understand how this company is still in business, or who is purchasing from them. RUN FAR AWAY FROM THESE PEOPLE. THEY ARE CROOKS AND LIARS.