We placed an order for our restaurant…
We placed an order for our restaurant on Dec 26, the email confirmation for our order stated that "we have received your order and it will begin processing shortly". there were no indicators on the product page nor in the email that the item we ordered was in back stock and not currently in stock. We followed up about 2 weeks later, giving some grace for the holidays and were told "The items are due to be in stock at KaTom this week and we will then be able to ship them out to you. "Followed up again about 1.5 weeks later, were told " Unfortunately, we have still not received the items in stock. " "e are expecting a shipment of the items on February 8, 2026. "Reached out again Feb 11, got the response "We are expecting another shipment to arrive on February 13, 2026."Here we are 2 months later and still no shipment. No updates, and we paid $25 extra in shipping costs.
Sofia N
I ordered a large number of bathroom…
I ordered a large number of bathroom supplies for a large installation project. Part of the order was delayed so I called to cancel the order. I called twice to make sure everything was clear. A month later, KaTom charged me and sent the order I had cancelled. When I called to refuse the order, the service team kept shifting me from person to person to manage the issue. I felt poorly managed, poorly heard, and came away not knowing if they would refund the order I didn't want. I will never use KaTom again.
Rosemary Jackson
TERRIBLE
TERRIBLE. Will never buy a piece of equipment from the again. Tried twice. TERRRIBLE. Do NOT USE. TRUST me. the legs weren't shipped, they wouldnt send replacement. To buy new legs cost as much as the entire stove. They mess you around until you miss the return date. I am outfitting 3 new restaurants and am working with with other equipment providers.
Grant Jones
One of the worst online shopping experiences!
One of the worst shopping experiences I ever had! Dear customer: before you proceed with your purchase from Ka Tom, I would highly recommend reading the fine prints IF you must return the item for ANY reason! That's where the nightmare begins. IF you need to return it, they will charge you 25% for stock back! They do not pay any shipping fee, which means you will have to pay full price for shipping the item back. In my case, for a $364.00 item purchased, plus $30 warranty, I was getting back $118!!! ($96 from the 25% fee, plush $150 to ship it back since these items are heavy). So, do your homework before buying anything.
Sam A
TERRIBLE
TERRIBLE! The worst customer service experience. I really regret not having seen the reviews before. I bought a fryer and they refused to ship it until I called them. That alone is already the worst experience because they make you wait more than 10 minutes only to finally give you no options. They refused to ship it because I entered a delivery address different from my own. Their handling of this is absurd. Even so, they still charged me, and now I have to wait to get my money back! What a waste of time and energy dealing with these people. If you don’t want a headache, I recommend you never, ever buy from them.
ADMIN SELVA
Day 3 of writing a review about this…
Day 3 of writing a review about this company. Katom has now requested more information about my order with them and if I don’t fill in the info my reviews can be taken down from trust pilot. The day they delivered the wrong oven to my bakery my father happened to be on life support. My husband who is a graduate of Yale handled the delivery for me with my maintenance man. Kylie who was the rep that told us to leave it outfront and it wasn’t our responsibility never took responsibility for what she told us. I ended up having to get my insurance to pay for the oven while I continue to pay off the loan from the lease Company everyday. I will continue to write a review and spread the word about katom as long as it helps someone to never have to go thru what this company put me thru.
Lindsay Sears
Unresponsive Customer Service and Unresolved Damage Claim
We usually order our glassware from WebstaurantStore due to their consistently reliable service. Unfortunately, the item we needed was out of stock, and we made the mistake of ordering from KaTom instead.While it is understandable that some glassware may arrive broken, KaTom’s lack of customer service is unacceptable. Some items arrived damaged, and it has now been three weeks with no response to any of our emails. We did speak with a representative by phone who confirmed they had received all the necessary information and assured us the issue would be resolved, but three weeks later there has been no follow-up or resolution.The complete absence of communication makes it difficult to trust this company or recommend them to other businesses.
Help Desk
Unable to return damaged product…
We ordered a product as a Christmas gift and when we received it in the mail the product appeared to be used and damaged. We have called multiple times to try to return the item for almost a month and emailed them per their instructions, just to get the run around. We still have not been able to return. So disappointing!! STAY AWAY FROM THIS COMPANY!!
Customer
Good prices but really really poor delivery timeline
Placed an order last Dec 24 worth 1.5K and transferred the payment via ACH for the storage delivery. They send an email confirmation of the shipment on Dec 29 that it was shipped but there was no full transparency that the goods will be shipped in two batches. I got the 1st shipment last January 8 and the 2nd shipment hasn't arrived yet until this time.
KENNETH DOLOTINA
I have placed 3 orders with this…
I have placed 3 orders with this company totally over $10k. The first item was an egg poaching machine. It was 3k and said it would ship immediately. It took 62 days. I needed a bagel toaster- they were the only ones who had what I needed. It was 2k said ready to ship came in 6 weeks and when it arrived it was thrown in a box dented and broken. In that time I ordered a mixer- again because it said it was ready to ship- that was on 11.10- I still do not have it- I also returned the Bagel toaster over 10 days ago and I still do not have my refund. I would really avoid this company. They really should be investigated by the BBB. It I will be working with Amex to file a claim but NEVER AGAIN.
Customer
HORRIBLE CUSTOMER SERVICE
BUYERS BEWARE:I WILL NEVER DO BUSINESS WITH KATOM.THIS BUSINESS IS THE MOST UNPROFESSIONAL COMPANY I CAN REMEMBER DOING BUSINESS WITH IN MY 80 YEARS. THERE SO CALLED CUSTOMER SERVICE IS A TOTAL JOKE. THEY WILL TELL YOU ANYTHING TO STALL AND AVOID RESOLUTION TO REMEDY A PROBLEM AND PROLONG A SOLUTION UNTIL YOU STOP CONTACTING THEM. THESE PEOPLE WILL EITHER NOT RESPOND TO EMAILS, TEXTS OR PHONE CALLS OR PUT YOU ON HOLD FOR 20 MINUTES ONLY TO PUT THE PHONE DOWN ON YOU. While placing an order for a cotton candy machine I was talked into purchasing a 5 years warranty for $147 plus tax, my wife noticed that it appeared to be billed twice. I tried calling the sales representative and she assured me that she will look into it and take care of it, but I never heard back from her. I repeatedly attempted to contact her but she never responded, after approximately two weeks I decided to call customer service and I talked to Jennifer Hurt, who assured me it will be resolved and she will make sure it is refunded to my credit card. At the end of our conversation she boldly asked that I write a 5 star review of her performance because she was in a contest with other customer service representatives and she really needed the positive feedback. Like a fool I sent a glowing review of her with the understanding that she was actually going to take care of the refund promptly. After that I didn’t get an email, text or call regarding the refund. After another week to ten days I tried to call her and left messages on her voicemail but no response. I called again after another few days past and asked the operator to connect me with Jennifer Hurt and I was put on hold for about 30 minutes only for someone to answer and ask who I was holding for but upon telling him I have been holding for Jennifer Hurt for 30 he put the phone down on me. I had enough of their rude BS and sent a email to Jennifer Hurt and stated all that has transpired and I was done with all the stalling tactics and I was going to contact my bank, I also included that I had recently talked to a prior Katom customer who was also double billed and advised that I contact my bank. All of a sudden I get a email response from Jennifer Hurt telling me how she is at that moment contacting her supervisor to make sure that the refund is received. That was two weeks ago and I still haven’t received a response or a credit back to my account. They should call the company Katom Circus because it seems that I have only been dealing with Clowns.Unfortunately, I did look at KATOM’s ratings on the net which has a 1.4 out of five stars with numerous complaints by angry customers like I am. I WILL NEVER DO BUSINESS WITH KATOM. I HAVE SINCE BEEN ORDERING MY EQUIPMENT FROM ANOTHER COMPANY THAT IS TOTALLY PROFESSIONAL AND CARES ABOUT MY BUSINESS, WHAT A WORLD OF DIFFERENCE.
GerryBM
I’ve been trying to return a grease…
I’ve been trying to return a grease trap for almost a month, and the experience has been extremely frustrating. I have followed up multiple times, but I’ve received no clear answers or resolution.The only response I keep getting is that they are “waiting for the manufacturer’s return policy,” with no timeline, no updates, and no accountability. Meanwhile, my money is tied up and the issue remains unresolved.For a business purchase, this level of customer service is unacceptable. I expected clearer communication and faster support, especially for restaurant equipment where timing matters.Very disappointed with how this return has been handled.
Chez Champa
the worst customer service and…
the worst customer service and arrogant.Stay Away from this Company.
FCS
Terrible company
Terrible company. Sent damaged and defective item and wouldn’t pick it up. Wanted us to take it to UPS for them instead of taking care of it like they should have. Terrible customer service. Will never buy from them again.
Bungalow Twentyone
Specifications don't match the physical dimensions
I ordered 2 ice makers. Both of them were 440-AM50BAJAD ICE MAKER WBIN AIR TOP HAT55LB22LB 1151 ADA and i ordered 2440-HS5061 DRAIN PUMP. Spent over $7,000. I have ordered from them before and have had good success. The 2 ice makers arrived in good condition, however, the physical dimensions of the ice makers did not match what was on their website. They were actually wider than advertised and one of the ice makers will not fit into my existing under cabinet space. I immediately contacted customer support via phone and email. They said they would accept my return however, they would charge me a 25% restocking fee plus I had to pay for shipping. I don't feel that it is fair for me to pay the restocking fee and shipping due to their incorrect specifications on their website. They are slow to respond. Slow meaning i have heard from them twice in over 30 days!!
Greg Johnson
Stear away from that scammy conpany
I'm sure if you go in person they aren't that bad but ordering online is the worst decision you can make. If all is good with your article, let's say it doesn't arrive completely broken and if you don't have a deadline, let's say you can afford a month or two shipping (talking from personal experience) maybe it could be fine. But if you ever have a return for their pieces that always arrive broken get ready for literal hell. I would never recommend this awful dishonest company. In answer to the business answering here: I tried so hard I sent 10 emails, called multiple times, I can even name every employee I talked to and somehow I got told politely that it was my problem. So sure now you can offer some help publicly we both knows it goes nowhere.
Bing Bang
I placed an order with KaTom Restaurant…
I placed an order with KaTom Restaurant Supply and had a terrible experience. The company charged my card, but never completed the order. I tried contacting them many times by phone and email, and received no response at all.Three different employees were involved, but none of them helped — I felt completely ignored and cheated.I have all proof of payment and communication attempts. I expect a full refund or proper resolution.Be very careful before ordering from this company — based on my experience, they do not treat customers fairly.
Serhii HLADUN
As bad as they say
I had been having trouble with some of my webstaurant orders- really late stuff, damaged products, so I tried katom.I placed an order for some cambro containers and it stated that they should ship in 3-5 biz days. Things can get delayed and I didn't need them urgently so no problem.A full 3 weeks later, nothing. So I tried contacting katom- no reply to my emails, or the chat function on their site. After a lot of effort and headache they say it will be at least a month and offer to cancel and refund. Over a month now, no refund, and they have stopped replying to my emails - which are just asking where the promised refund is.I don't understand how they stay in business #KT13200664 order#----Update on 10/20Katom sent me that response you see so I called them again. I was on hold a pretty long while and finally used thier 'call me back ' option. They didn't call me back. They are virtually unreachable and truly don't give a sh!t.
jim walsh
Buyer beware! KaTom is the worst…
Please don’t ignore all of the bad reviews. Katom has very bad reviews because they ship broken and damaged products that don’t work, and then KaTom will not send a replacement. A brand new product is expected to operate. KaTom is unresponsive, and at times downright intentionally deceptive. Please don’t buy from this company; it should be put out of business. I received a new Scotsman gourmet cube ice machine, brand new, and it will not make ice and it sounds like my diesel truck at idle. When I say it won’t make ice, I mean that it actually makes no ice. KaTom will not replace it, but instead told me to make a warranty claim with Scotsman. Want defective equipment? Call KaTom. KaTom did reply, and they did replace the first machine they sent (after falsely filing a freight damage claim with the carrier, Averitt). However, my review primarily relates to the REPLACEMENT machine…it doesn’t work and sounds like a diesel truck at idle when it is turned on. They have thus far refused to replace it.
Bob
Katom is a garbage business
Katom is a garbage business. I ordered a product. $4000. Its only right that they would want to prevent fraud. So give me a call...... No? Send a shady email instead? OK! Shady email from a person I've never met. Worded weirdly telling me that my Name, Phone number, email and address don't match my information..... my email has my last name in the url..... So i call them thinking this is a phishing scam..... Nope. It's real! It screams fraud. On the phone I talk to a guy, nice guy. He tells me everything and says "ill put you on hold and try to figure it all out". When he comes back he informs me that everything is all set and that the order will be processed shortly. "Not sure when but it will be soon" I thank him and we hang up. Two days go by and the preauthorization on the order is reversed. Money is back in my bank account. I go to my Katom account and the order is gone. This company is proudly women owned and operated. I am so glad I didn't but from them. I will gladly go elsewhere and buy for way much more $$$ and have the peace of mind that I'm not supporting incompetent idiots.
Michael DeZotell
