KaTom Restaurant Supply Reviews 230

Terrible customer services.

On 3-19-2025 I ordered from the Katom website a metal perforated basket measuring 10” x 14” x 10” high. I received an item drop-shipped from a third party (mfr. Tabco) that instead was 5” high. I tried for over a month, with multiple calls and emails, to return it for a refund.
The ultimate verbatim response on 4-21-2025 via email from Katom Returns Dept. was:
‘The manufacturer has confirmed that the correct item was shipped and delivered.   The basket fits a 10”x14”x10” sink. The item itself is 10”x14”x5”. ‘
However, the Katom webpage where I ordered the item has this description:
“Measuring 14 inches wide by 10 inches deep by 10 inches high, it offers ample capacity for efficient water flow.
Product Details
* Compatible with all bar sinks
* Perforated design
* Overall dimensions: 14 in. W x 10 in. D x 10 in. H”

I did NOT order the 5” item, and I did NOT order it from Tabco. I ordered it from Katom, it is Katom’s error, and it should be normal business practice to issue a Return Authorization and a refund. Instead they are calling it my mistake, which is demonstrably incorrect. Absolutely horrible—and arrogant—treatment of a longtime former customer.

Double charged me for my order and claim that's how the system works. Customer service doesn't return emails or calls, but responded to my BBB review in less than 24 hours.

1. Price incresed by signing up and login.
2. Free shipping offered for items above $500. Fake offer, added over $500 shipping fee for an item over $2000!

Well, that is the worst return policy and the slowest customer service response I have ever been a part of. No, I will not be paying to return these items. And you will never receive another order from me. awful service!

I ordered a lot for 2qt cambro with lids, and they sent me the wrong lids and would not let me return them without a shipping and restocking fee.

Thieves , I bought $1200 kitchen supplies most of the items are cheap quality and looks smaller than the pictures, when I tried to return few They told me they need to take 25% fees and I have to pay for the shipping so basically whether I lose or they or I’m stuck with the order , very bad business. Run…,

Ordered a sliding door for my ice bin from Katom. They sent the wrong door and refused to credit me for the $572.73 door. I would never use this company for any restaurant needs. I would never recommend them to anyone else. I will let all social media sites know how Katom operates business.

If I could rate katom below one star, I would. worst experience ordering commercial equipment ever! Took over a month to resolve a damaged piece of equipment. Was told that a $500 credit had been applied to my account, only to find out that it had not after I had already had the unit repaired. Still took weeks to resolve after that point. Do yourself a favor and pay extra to get it somewhere else.

Update:
Did not issue a “larger” credit to make up for it. What a joke….. gave me less than the invoice for the repair I already had done and provided to them. Issued the credit 2 weeks after I was told it would be issued. I repeat never never never buy from this company

If companies expect consumers to purchase online, sight unseen, their return policy has to be reasonable.
I ordered an item which was far bigger in person and frankly just not well designed. The item was $260. First it took 3 weeks to get the return approved. After their 25% restocking fee and me having to cover shipping for the return I will be getting around $95 back. This is after purchasing a cooler for 6K (which wasn’t the best experience either-bad shipping communication and WAY overpriced castors, $400 when they are $13 a piece at local hardware) but decided to give them another try. Needless to say-Never Again. Should have looked at their Google reviews earlier. Their score is low already. My bad I guess.

I am beyond frustrated and extremely disappointed with the awful experience I’ve had with KaTom Restaurant Supplies. I purchased a European Hot Dog Steamer from them on January 17, 2025, because their website claimed it was in stock. I paid immediately via PayPal, and they quickly charged my account, but from that moment on, everything went downhill.

I never received a tracking number, and the item was supposed to arrive by January 22 or 23. After waiting, I reached out to KaTom to find out what the hell was going on and to cancel my order. They told me their website was “running behind” and that someone else had purchased the item before I could. Apparently, they were relying on their supplier to send the item, but they never mentioned any of this upfront. I tried to cancel, but I was told that was impossible because the supplier had already shipped it. I was promised a tracking number the day of our conversation, and that the item would be delivered by February 7, 2025.

Here we are on February 10, and not only have I received NO tracking information, but the item still hasn't arrived. I called again and spoke to a manager, and they told me they couldn’t refund me because the supplier had supposedly shipped it. Yet, once again, no tracking number was provided. So, not only do I have no idea where my item is, but KaTom refuses to stop the order and will not provide me with the information I need.

This is a warning to anyone considering purchasing from KaTom. They will claim an item is in stock, take your money immediately, and then lie about shipping and availability. If you run into any issues, they will hold your funds hostage and treat you like you’re an idiot. I would give them a negative rating, but sadly that option doesn’t exist. Buyers, BEWARE!

DO YOURSELF A FAVOR AND PURCHASE YOUR ITEMS SOMEWHERE ELSE!!!!

Dealing with Lyndsey Parrott was an awesome experience, I bought two big ovens from katom and she was so helpful. If i needed her all i did was email her and she would call me within 10 minutes, she was so patient also. I would highly recommend katom just by my experience with Lyndsey. Also Marcia Valley who contacted me to complete my order was great and so i am very satisfied

Ordered a Bunn Coffee Machine because of a promotion from Capital One Shopping. Got the machine after a few weeks, read the manual and learned that one of the features would not work for my B&B… getting return authorization proved impossible, so I ordered a model that would work, entered another R/A request with a note that “found a correct model which costs more than what I want to return “ gave them the model and order numbers, trusting that this would help… fast forward another 2 weeks with still no word from KaTom, reached out to Capital One for assistance… a few days later, finally got an R/A. They have a MINIMUM 25% restocking charge plus return freight charge!!! Outrageous - stay away from this absurd retailer, the lack of customer service is unconscionable.

Non profit homeless shelter We get a grant to purchase a new in house commercial freezer to accommodate the many hungry and homeless people that come for food. This company is sales based only, they promise you the world and put it in a nice box with a bow.
(IN the BEGINNING). After the sale is a whole different story. We ordered it. Waited for arrival. It was damaged at bottom back when it came off the truck. I noted it and looked at that spot and it was not major. Driver had to go but assured me if any issues arise just take pics and call Katom After removing the packaging I noticed the top corner was crushed as well as multiple dents and rub marks on both ends. Contacted Katom and that’s where the over a month delay started. No call backs or emails, no idea when they could exchange it. Customer service said could be a week to a month or more. It was more than a month. I said can’t you send a new one and pick this up when they drop. Nope, I would have to buy another one? Wtf.
So I decided since it was warrantied maybe they would just take off some money and I could keep it, as long as it worked mechanically. So that was two weeks of no clue, then a manager tells me they will give me the parts for free to repair it, and a $500 credit on something else I buy from them? Wtf. I said parts and a service guy? Because the problem is the whole outer skin would need replacing. Nope, just parts. So I contact a service person who recommends not doing this since it requires sealing and other techniques done at factory, but if he did it it would be between $500-$800. So I say come get it. I sent pics and tried to work with them. Three weeks later they pick it up. Then they inform me they won’t be sending a replacement because it was a lot of back and forth? Very poor customer service. Absolutely no support after the sale. This was my first and last interaction with them. We had a $20,000 grant and were ready to spend it all there on updated equipment. Thankfully we got our money back and learned a valuable lesson. These guys are the middle man. They have zero pull with their vendors. My advice is do not buy from them. I ended up buying the same freezer from Amazon for $500 less and had zero issues. Live and learn. I wouldn’t buy a cup from Katom at this point. Poorly run company

Hello,
I hope this mail finds you well.

A week ago we spoke about exchanging equipment ( convection oven ) to some different equipment ( list of equipment was provided ). You promised to give us a credit to get that equipment ( list of equipment was provided ) and take back convection oven. Technically you said that its take 48 hours maximum to wait a credit. We were waiting a whole week and now we need to pay in full all list of equipment ( which we need to exchange and give you back the convection oven with no loss of return fee ) , then you said different information we need to wait 2 weeks when you will return money from the convection oven.

We was waiting whole week 7 days to get a deal and on the end we needed to pay that quote anyway!

Always lies, worst customer service and navigation with equipment selection to buy.

First, where is promised 48 hour credit for list of equipment we provided?

Second, we need to speak with Supervisor of sales department before we file complain and open a law case.

Poor Product Quality and Customer Service

I purchased a Krampouz crepe maker from Katom Restaurant Supply, and it arrived defective—one of the two cooking plates does not work. I contacted Katom for support, but they refused to replace or refund the product, stating that it had been connected to electricity, despite it being necessary to test the product.

They directed me to the manufacturer in France (Krampouz), who has not responded to my inquiries. This has caused significant delays to the start of my food trailer business, resulting in financial and operational losses.

It is unacceptable for a company to ignore its responsibilities under warranty and provide such poor customer service. I would not recommend purchasing from Katom Restaurant Supply to anyone.

Don't order anything from this company!! Please read all the negative reviews ... They are written because this company should not be in business!! I ordered products from these scam artists - and they sent the wrong products...Now they think I should take a loss due to their incompetent dealings. Do yourself a favor and go elsewhere... it's not worth the aggravation!! Remember, you've been warned!!

Terrible customer service!! Run! Run! Run!
They won't honor their warranty work on a brand new MOTAK dbl door reachin cooler. The repair company said KATOM/MOTAK wouldn't pay for the repair so I would have to or they would VOID MY WARRANTIES on all my $80,000worth of kitchen equipment. I called KATOM and they said the same thing. Sounds like collusion to me! The customer service manager named MISTY has not returned ANY of my phone calls. So I asked for the owner of the company, Patricia Bible and her and her son the (VP ) were both unavailable and they didn't know when either one would be back.
I hope one of my new pieces of kitchen equip. breaks down so I can file a law suit against them for voiding my warranties on my equipment.

Like I said, RUN RUN RUN!

I am opening a restaurant in a few weeks and KaTom has some of the best prices on the Internet. I need to order about $80,000 of equipment and supplies. First there was weirdness with their website. The banner at the top says free shipping over $500 when you log into your account. But every time I would log into my account, it would not show me logged in. I tried multiple devices and still the same issue (which would imply the problem was on their end - not mine). Eventually it worked.. and I ordered about $1600 of stuff. The big items were a couple of whipped creamers and a waffle iron. Both said "Ships in 1-3 days". This was on Nov 3rd. The other smaller items in my order shipped right away and arrived with no problem. But the expensive items still hasn't shipped 2 weeks later and time was running out for me (I needed these items to experiment with some recipes prior to opening). I called KaTom and was put on hold multiple times but eventually I was told "This order shows it will be picked tomorow". 4 more days go by and no shipping notification.. I called again. Again there were long periods of time I was put on hold and the person seemed confused during our conversation.. and eventually said they would email purchasing to find out what was going on. A couple more days and I ordered elsewhere and called to cancel. I was told I would get an email confirmation of the refund. A few days later I had received nothing so I opened a Paypal dispute. An absolutely ridiculous company with friction every step of the way (not just one person not doing their job). I am still waiting on my money.

Do not order from Katom. We ordered two medical vaccine refrigerators but only received one. I have been chasing down the missing refrigerator for months, to no avail. This has resulted in a loss of more than $1,100 to our nonprofit animal shelter, and I will now be seeking legal counsel to rectify the situation. Do yourself a favor and shop elsewhere.