KaTom

Ordered a product they said was in stock, when I checked on it in two weeks they said it was backordered for two months. I was charged immediately. I cancelled the order but they won't refund the money for a product I didn't receive until they get the money back from the manufacturer. I didn't order the product from the manufacturer but from KaTom. This is not how e-commerce works.

With all the bad reviews I am very happy with my purchase. I purchased a Univex mixer for around 9k for a Boy Scout camp. The item shipped faster than expected which is great. Item arrived today in great shape.

The customer service here is horrible and stressful. Don't waste your time trying to be cheap because the products are cheaply made as well. Glasses so thin they'll break after the second use.

The company has such poor customer service I was scheduled for a delivery took the day off did not get the delivery called was told I would get a call back never did got a message saying it would be delivered the next day pick the next day off still no delivery two days off with no pay and when I complained they told me it's not their responsibility

My name is Juan Hernandez, I bought a refrigerator with 3 sliding doors. My order number is: *******, I made the purchase on: 01/06/2021. On June 4, they called me from the Delivery company, who would deliver it to me on Tuesday, June 8. I was waiting all day and they never brought it, it happened on Wednesday and today on Thursday and I have no news of my product. I have sent emails to the seller Julio Lara, and he does not answer my emails, I call him and he does not answer me, I leave him a message and he does not answer. As it is possible that after the sale they refuse to answer the phone or the messages. I bought him the refrigerator, I bought him a walking cooler, and I had in mind to buy more equipment, but with this experience I will not do it again and I will not even recommend them on my social networks and the truth is I will speak very badly of your company. Sorry I'm very angry and will also put my review on google and BBB.

I ordered 3 sets of wine glasses - which I never received. KaTom wrote & said shipment was damaged & returned to them. Next they said it was delivered & signed for. Then they said shipment was returned to them because it was damaged in transit. I asked to cancel order & get my money back. They said that couldn't be done until they checked with FedEx about their claim for damage. I told them they have shipment which I never received - but they said that there would be further delay so they could verify. I spoke with Sarah who said she would confirm that they had the returned damaged goods & would process refund. I never got any email from Sarah or KaTom.
Particularly frustrating because it is next to impossible to get through to them.
This is a dishonest company. Wholly unreliable. Someone should contact the owner, Patricia Bible, to complain - but she is probably the mastermind of this horrible business practice. STAY AWAY AT ALL COSTS - OR IT WILL COST YOU.

I placed a order for a vacuum sealer 7/5/2020. I didn't receive a confirmation & my credit card wasn't charged. I was charged in October for the product that was allegedly delivered to my residence in October. I called KaTom & explained to them first I didn't receive your product secondly. I never received a confirmation that the product was on back order nothing. I purchased the item elsewhere. The customer service rep was very rude & condesending stating "we emailed you a in late September that the product has shipped" wait I minute o ordered this on July 5th & the first correspondence I receive from you is 4 months later. Horrible company horrible customer service. I'm out of $200 for a product that I've never received no lack of communication customer is never right with KaTom. Stay away

I would advise any business owner to avoid ordering anything from this site. The item that was shipped to me was nothing like the picture that was posted on their site. When I called to request a refund and complained that the item was not what was shown own their site, they stated that the picture was provided by the manufacturer and if there is a difference in the product, it's not their fault. I advised them that it's their website and that THEY have the RESPONSIBILITY to provide accurate pictures of all their products. The fault should not lie on the customer. When I asked to return the item, they wanted me to pay for shipping to return it to them and also charge me a restocking fee. I told the representative that I won't be shopping from this site again and I advise all business to stay away. You may pay less for the product on this site but you lose on customer service. STAY AWAY!

For the second time this incompetent company has botched my order again!(Only received 3 dispenser with NO stands & drip pans but my order was said shipping is complete!) Thought the 1st time was an accident but now I know I can never order from this company again.( that time they stated my order was lost by Fedex) Businesses rely on time and money! They have NO regard for neither on your behalf. DO NOT DO BUSINESS WITH THEM! BUYER BEWARE

I placed a order for a Freezer Chest Cancelled the order in July and still NO REFUND. After calling and speaking to someone on 5 different occasions, the results were broken promises that it would be taken care of.
Today August 13,2020 is my last attempt. I am going Public with local FOX6 NEWS Consumer Advocacy Service.
And onto legal representation.

First time buyer at KaTom so I looked up BBB review and they ranked them a "A" rating. WRONG! Ordered the knives 6./8/16 and KaTom said "in stock ships 2-3 buiss days. It's 6/21/16 and no knives. Wish I had looked at this site first. You can't trust the BBB either.

Now the 23rd and still no knives.

Made purchase, at checkout I was told it would ship within 5-7 business days. Less than 48 hours later I received an email that it would be shipped in 14+ business days. Placed order on November 30th, after speaking to customer service, I was told it would ship apx December 28th. So much for 5-7 business days!

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 enquired 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.

Disappointed with the quality of service of Katom. Ordered thousands of dollars' worth of kitchen equipment for multiple projects at our public school. Had to call about the same shelving order three times since it came in damaged, and was told they are not shipping any more replacements - well, we are not accepting damaged goods regardless of how many times you ship it.
The latest issue was a sink. Waited two months, no delivery. Called, and a month later received a damaged sink. Shipped a replacement, visual inspection indicated no issues - but it was nailed down in a wooden crate. Opened it up about two months later to find hidden damage - and Katom's response was basically "too bad, your fault for not looking closer". Unacceptable! We are a repeat customer and multiple issues means a customer no more. Saving a couple bucks by purchasing from Katom isn't worth it in the long-run. Purchase from a vendor who respects you as a quality, repeat customer. I will be sure to share my experiences with my counterparts across the state... stay away from Katom as they don't stand behind their products.

It's obvious in reading other reviews that this company either doesn't care, or is clueless on customer service. The nonchalant way their service department handles customer issues is embarrassing. I hope as these complaints take a toll on their declining business and bottom line that someone in a management capacity will do something to fix the issue. Not only did I not receive the correct item, but took 7 weeks to get a return label after having to prove I received the wrong item in the first place. Then was asked if I would STILL like the correct item shipped out or a credit. I responded an hour and a half later I STILL wanted my item only to receive an email the following day saying they "already " sent my order for credit to the credit department! I won't name here the person I was dealing with in the returns department, but she either needs coaching or perhaps a different line of work. Either way, I'm not expecting to see my credit for another 6-8 weeks now as well. Can't wait to share my experience with my fellow hospitality network.

Stay away if you can. Ordered a filter for ventless hood on May 20th, did not receive tracking until May 28, only to notify me that the product had already been returned to the shipper. Spoke to the rep after 40 min of wait on the call, could not explain why product was returned to shipper. Offered to reship it to my address. No emails whatsoever after the call. Emailed them a couple times regarding the shipment. No response.
June9th, finally able to reach the rep with another 40ish min of wait, was notified that they had not sent out the shipment. Speechless! Requested to cancel the transaction, yet was told to wait for the refund rep to call me back regarding the cancellation which normally take 24-48hours. Another blow! It's been 48 hours, no surprise, no call from anyone.
Immediate after the call on 6/9, I placed an order from another online retailer and already received the product today 6/11. With KaTom, three weeks of waiting, nada!

Stay away, usually I order my refrigeration, for my business through webstaurant, and some smallware from katom, this year I decided to order through katom, the worst decision I have ever made, the left hand doesn't know what the right hand. Is. Doing been waiting for a refund for over 2 weeks on a unit that the. Manufacturer already deposited the money on katoms account so I can get reinbursed called many times they said yes, we have your refund amount we will get back to you tommorow, it's been 2 weeks I haven't heard from them nor did they mailed me.my refund amount

Their "cart" indicates "Usually ships in 1-3 business days". And it has been more than two months from order. Competitors have indicated to me they have it in stock and can ship immediately.

I was ordering all my restaurant equipment from this company when after shipping the stove being out for delivery, they put a hold on all my other orders until I prove I'm an actual business by sending them proof of my business. They already took the money out of my bank account, and also 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) so therefore that was another reason everything was on hold. (But my account shows where they already deducted the other stuff I ordered?) When trying to email and calling customer service, I got nothing but the run around, and then told either I sent what they asked for or they would not ship. I was also told they would have the order that already been shipped turned around and sent back so I would not be receiving it.
Really? This is how they do business when I was spending several thousand dollars! When did it matter if I was really a business or shipping to my house, they already have been paid.
I will never deal with company again, and there is a major failure in management somewhere, because the employees answering the phone are only doing what they are told.

Bought an ice machine on may of 2021, the machine started giving trouble for a few days making little ice, stop, another small batch, reheat and stop until the ice melts. Called several times and given the runaround that they don't handle warranty, that it is the manufacturer that handles that and they are in China, who cares where they are! You are doing business with them so you should know! They gave me 5 different phone numbers to call and apparently have no email address to contact the elusive distributor in China and the only # for repairs have an answering machine that you leave detailed messages on and they never call you back! Called Katom that sold us this product from China and very happily got my money, got my information and apparently was going to find out for me what to do … I am still waiting sitting in my chair just in case it takes a little to long, I mean it's been a week and I know China is far but we are in 2022 and no email in fo yet? If you sell a product you should have the manufacturer info unless is fraudulent? I still have my warranty until may this year, paid good money for the product, step up to the game and do something about and be honest it or the reviews are gonna keep coming! Very very disappointed how your company operates

Never order from KaTom Restaurant Supply, Inc.! Ordered 4 items on 07-23-20 and 3 were reported via email as "shipping soon". They charged the full 4 item shipping amount of $29.50 on the item that did ship. The item cost us $1.83 and weighed about 2 ounces with package. Called them on 08-01-20 to check shipping status and spoke with Katie to learn that the 3 items are back ordered until 12-31-20. Instructed Katie to cancel order and credit shipment on the 3 items. Still no credit as of today, so called and spoke with Bethany, but no help. Spoke with Bethany's supervisor (Sarah) and then it went south. Get this: They want to charge $9.34 for shipping the ~2 ounce item and said it will take 9-13 business days after the cancellation is processed by credit department to see the credit on my credit card statement. Sarah was very disingenuous and would not flex and compromise on the $9.34 shipping cost. I would never have placed an order for $1.83 item and paid $9.34 for shipping when I can buy it locally - I just decided to add it to the order for convenience. They are also communicating false statements by saying the other items will "ship soon" while back ordered for months with no update. Buyer Beware! Tell as many people as you can to stay away! Report them to your credit card company and PayPal.

I place an order at Katom, the order was damaged during delivery and was never delivered to me, it was returned by the shipping agency, UPS, I've been trying almost a month to get them to resolve this issue and send me what I ordered but has yet gotten and answer, I've send everything they requested but still nothing has been resolved, their agent Katie don't reply to emails and when we speak on the phone she saying they're working on it but nothing has been done. I'm very disappointed, I run 6 restaurants and will not be making any further purchases from Katom, the issue has still not been resolved.

Bought from them in the past and on this last order they cancelled it because they didn't like the commercial address I was shipping to, even though they verified everything with me over the phone. The thing is I had shipped all my previous Katom orders to the same address.

So they put me up against a wall on deadlines because they waited a day or so before cancelling. Just skip them and find someone else. By the time you add in their overpriced shipping and handling they are usually never competitive anyway. So research on their site... and the buy somewhere else using the part numbers.

Their response below is wholly inaccurate. They DID NOT contact me for additional documentation on the address. They just emailed me and asked me to call them so they could tell me they were going to cancel my order because the system didn't like my address. I pointed out that they had shipped to that address for me on previous orders and there had never been any fraud. I also used that address to avoid package theft because someone was always there during shipping and delivery hours. They just didn't freakin' care or use any logic.