KaTom Restaurant Supply
Reviews and Complaints

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 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.