KaTom

I placed an order in March 2020, after getting the usual "it's covid-19's fault" i was given the option to cancel, after going through the cancellation process twice I've not gotten a refund as of June 4,2020. So now I understand why there are so many bad/terrible reviews.

In spite of talking, e-mailing, messaging, you name it 50 times they have been ignoring me and have never refunded me my US$329.40 that I sent them for an order 3 months ago and I have never received my order nor my full money back they only sent me 10% of my total money. It is insane. Is there any organization can stop this troubling company and put them out of business, look the reviews customers have been suffering from this non sense distributor. Cheaters!

Horrible Company to deal with - 3rd party shipper. Ordered Mid April, and as of today I am still waiting. Apparently it just arrived to them in Tennessee, and now they have to ship it out to me which they say will take another 3-4 days before I will receive the tracking number as they are experiencing staff attendance issues in the warehouse.
If I wanted to buy overseas on AliExpress and wait 2 months for my product, I would have went straight to the source and saved the extra $100.00. Frustrating to say the least

DO NOT SHOP HERE! This company is a joke! Worst customer service I have ever seen in a company. Waited 4 months and still waiting to return a coffee brewer that arrived damaged. Takes months for anyone to get back to you, and they will charge you for returns. They make you do all the leg work for the pickup. Save yourself and shop else where!

Never order from KaTom. I ordered 12 glasses and 2 were broken, 3 months later still no refund and no replacement. I have emailed more than 8 times and called at least 4 times. They have told me they sent a replacement but it went to California, I live in the midwest, WOW. Never again its just 2 glasses and I can't even get a refund or replacement.

When my usual supplier was out of stock on an item I decided to give Katom a try. I placed my order on October 14 and understood it would take 2-3 weeks to ship. After about five weeks I emailed customer support for an update, but never received a reply. I tried the online chat, but was dropped after the representative me she'd check on the order. I have now received three emails, each with a new shipping date. The most recent says I can expect the order to ship on January 17 - three months after I placed the order. I believe this is a scam and an attempt to prevent me from doing a chargeback until it is too late. I'll be contacting my credit card company tomorrow to see if I can still get my money back and to report this company. Small businesses have had a hard enough time during the past couple of years. Please don't waste your time and money with Katom Restaurant Supply.

I bought a tabletop, but it was delivered with flimsy cardboard packaging and had smashed sides. I reported the problem and they sent me another to replace the broken one. Meanwhile, I asked for instructions about the first, broken top, but I never received a reply to that. The second was delivered broken but I was able to refuse that one. I told then I would like a refund but now, two months later after being promised "the check's in the mail" several times I am left with nada.

I ordered a dicing adaptor kit for my Breville. They charged me immediately. 2 month later, no product. I started calling every week. They do answer with a promise it will be send on Friday Many Fridays later I called for a refund. They said no problem. Refund never came. I called PayPal, my original payment method. PayPall contacted this scam place, they didn't respond at all. I got my money back from a PayPal. Never ever order from those people. You will waist your time.

I ordered some dividers in Aug 2020. Which was on back order. After months of waiting, I kept calling about it. They asked for the specific dimensions, which I provided and sent them the pictures of what I wanted. Then they finally sent me the wrong items. I called again and sent several emails. They said they will send the right ones and send me a tag to return the wrong items. That was over a month ago. I called them back and they said I had ordered the wrong item. I'm just going to take my loss and never do business with this company.

Use extreme caution - after placing an order online for a $1300 fridge (+$350 shipping) and paying with a credit card, I received an email demanding that I send them a wire transfer for the full amount, plus about $50 extra in fees, or they would cancel the order. The order was placed, accepted and my credit card successfully authorized, and they still demanded an inherently insecure payment method and extra fees or they would cancel the order. BEWARE.

10 days after order placed, 4 days after order cancelled. Rude reply. Sorry I'll just dispute with card company. Failed to ship as informed

Hello,
We checked with the manufacturer and this had already been shipped. So we won't be able to cancel your order. You can refuse it, but you will be responsible for the 25% restock fee and the shipping cost to return.

Best regards,

 Marcia Valley

You need to know exactly what is a good fit for your needs. To return something there is a 25% restocking fee. In these difficult times, to have a company nickel and dime another company with these fees is ridiculous. These practices, I thought were a thing of the past. What ever happened to customer service?

Bought a Kitchen Aid mixer from Katom, received it no problem but it had a defect on the body. Called Katom who sent me to Kitchen Aid and from the serial no, I was told the warranty had expired. I just bought the mixer so I was in shock. Kitchen Aid will make things right but I will never shop at Katom again, unethical practices. They have attractive prices but expired warranties?! Come on, they could at least let you know there is no warranty.

Placed an order from the UK and they messed it up. Spent over $100. They say they call UK customers and pretend that the phones don't work when you ask them to. Their phones conveniently work when they suggest the I should make the international call and pay the overseas rates. They ignore my requests and repeat information and tell me that there is nothing they can do for me without tring to rectify the matter or asking me questions. They have taken my money and not provided what I paid for. I saw pictures of the small room that they work in and I see that they are just passing me around one room and ignoring me. Awful. Poor customer service. Mike, Bebe and Mary M at KaTom. If i was Patricia Bible Owner, I would be ashamed.

I only ordered from this company because the fryer was labeled "Quick Ship". It was very time sensitive, and was told it would arrive in 1-3 business days. After waiting 7 days, I finally called to find out where it was. They informed me it was on back- order. I explained over and over to the numerous people I talked to that I had to have it immediately. One operator told me he would check the warehouse to see if they had any 'scratch and dent' models on hand, and he would call me back. Of course he didn't. I called back again and told them to refund my money in my account so that I could purchase from another company. They told me they have to get an ok from the manufacturer first ( for an item that doesn't even exist). So, they are keeping my $1,300 plus until? I am calling my lawyer. This company is a total scam, and should be shut down. Nothing but robbery!

I ordered 3 copper saucepans the first week of November. I received confirmation of the order. Shortly thereafter, I was informed that 2 of them were on back order but promised the following week or so. I began to regularly call customer service weekly to learn status since these were to be Thanksgiving gifts. I kept being told 'next week'. Then they started telling me they were now in the warehouse and would be sent out. It is now Dec 20th and despite being promised that they would be sent out on a "hot rush" this past Monday (Dec 17), I just got off with customer service and they say they are in the warehouse and will go out today. I don't believe that for a second. And while Katom website offers a huge warehouse of kitchen supplies, this one experience has driven me insane. Never again!

They sent the wrong item. I called, they said i would be contacted about the return and my item would ship out immediately. After seeing all the complaints here, I have to agree with all of them. Take your business elsewhere. This is not a good company to deal with

We order a 36x60 replacement shelf for a table we had. We received the shelf. It didn't fit.
We ask to get a shelf that fit. Katie Whittaker sent us an email asking to take pictures and measure. We sent the pictures and measurements. They now have ghosted us. No responses. No calls.

We disputed the credit card charge with our bank so they would respond. Instead of responding, they are trying to fight with us on whether the charge is valid.

This just proves the dysfunction of the middlemen web suppliers like this company. They are only interested in collecting $. If there is a problem, they just want the customer to go away. But from a store in your community - Restaurant supply or Chefs Toys. Don't enable the flight by night middlemen.

Katom used to be a reputable company, not any more! I ordered a heating shelf, It took a month to receive and it was not the correct item ($300). After dozens of calls, lies and insults, I am finally have giving up. Use ACityDiscount or WebstaurantStore, booth are what Katom once was. These people should be ashamed of themselves.

If I told you everything about their customer service you would just not believe it. If everything goes well then it goes well. If there is a problem you might as well forget that it will EVER get resolved. These people have a fast growing company which really boggles my mind. As a business owner myself who has employed as many as 100 people at a time all I can say is that their "systems" for customer service are non-existent, at least for me... BEWARE!

This is a joke! Don't ever buy from this company. I should made a research first. Made from China, the griddle stinks with gooey sticky smell like glue with toxic oil on top and the plastic was sticking into it; I was trying to return the griddle. They make too many excuses not to return your money. They send you an email that does not have any attachment for the address and then you have to return the product within 15 days. There's not even attachment in the email. A bunch of scam bugs! I will make a good review if they will return my money and take care of my business.

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 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!