Two separate times I ordered 6 dozen spoons and received 6 single spoons, which made me unable to fulfill orders for my own business. Both times it has been a disaster to try to get corrected. I'm still trying to get my refund (over a week later) from this last incorrect order. I recommend using the WebstaurantStore instead. Much more reliable, better prices, MUCH better customer service. read more

This was the only place I could find the fridge that I needed. It arrived, I plugged it in and nothing happened. I contacted them for an exchange, they stated that they would contact the manufacturer and have a new one sent out and the old one picked up so I packed it back up. They then told me that I would need to do a warranty exchange though the manufacturer? Its possible it was damaged in transport, which is why it isn't working. Obviously that can't be ascertained by it just "not working" but instead of just doing the exchange they foot the problem to the manufacturer. Absolutely ridiculous. I will never buy from them again. read more

I should have read the reviews here. I ordered my proofers 2 months ago. It was supposed to ship within 3 weeks. They had one proofer in stock but wouldn't ship although they kept saying they would until I got really mad at them. I'm still waiting on the 2nd proofer and they are now ignoring my emails. When we call them, it's always someone different and each of them are as surprised and clueless about what's going on. read more

The item I ordered was way too big. I was willing to return it in person to the shipper. I spoke to someone from the shipper/manufacturer. They indicated they'd be willing to let me trade for another item. I called KaTom multiple times. The system hung up on me multiple times. At least 2 automated promises didn't happen. At least 2 promises of callbacks from representatives weren't returned. The last person I talked to completely contradicted what prior representatives had said. DON'T DO BUSINESS WITH KaTom. read more

HORRIBLE! I bought a commercial reach in refrigerator from KaTom and paid for delivery. Once it shipped I got a call from the delivery company who informed me that they only drop off the refrigerator to the front of the building and place it on the ground. I called to inquire about this and they inform me if I refuse the delivery I have to pay for shipping back to the warehouse as well as a restock fee. I paid extra for delivery above and beyond the free shipping. I paid for DELIVERY. I've dealt with a lot of companies over the years and this one has horrible customer service and policies. I do not recommend this company to anyone. I now either have to pay to ship it back plus restock or take off all doors and move it into the commercial kitchen by myself. Great way to take care of a struggling small business owner during COVID-19 by squeezing them for every penny they have ever earned. read more

I called and talked to a sales representative who guided through what equipment I would need he gave me product order numbers to go online with. I placed my order and then received two fryers that are natural gas not propane like I need. So no problem just a Mistake right they will exchange them and were good. Nope Not at katom! I was told that it wasn't there problem because ultimately I ordered them online. But for 300 in shipping and 700 in restocking fees I come return the order and be refunded. Then I could order the correct ones at a mark up. Because well covid and the sky's blue. I spoke with supervisors on four occasions and have been passed around to everyone. Always the same thing being said we will review the phone calls and call you back. The best thing is nobody ever calls back. This purchase was for our first of 20 bank approved and funded locations. Do not purchase anything from them. What a horrible company and horrible employees. My budget is a little over 125k per location and I'm so happy that they won't see another penny from us now or in the future when we expand! You have been warned! read more

Purchased a $2500 salad bar. Was told that it was ready to ship in San Francisco. Several days later I called to check tracking and was told that the Salad Bar was just made and ready to ship the next day, putting me behind around 10 days. There was no communication from KaTom, when I asked for a supervisor to explain the issue to me she was rude and just told me that they are just the middle man and can't control what the manufacturer does. She did say that she would contact the manufacturer to see if they would discount the freight and took my number. She never called so I called and asked for her supervisor. It is clear from that conversation that the "we are just the middle man" attitude is company policy. I will never spend my money with this company again. read more

I wrote a review of KaTom a couple of days ago and I'm providing updating here. Originally I was having some trouble getting a refund for a product I did not receive. After a few phone calls and emails KaTom customer service has issued me a full refund, which I appreciate. I have ordered from them in the past with no issues so this situation surprised me. read more

I too like several reviewers would rate this company with a 0 if I could. I ordered a set of table knives and paid a third of the cost for shipping. When they arrived they were not at all like the picture. They were way too short. While there was a dimension I didn't see it and the picture made the knives look much larger. In any event I just want to exchange them or return them and get a refund. I have called and left messages and sent several e-mails. I received one response saying someone would be in touch with me. It's been over two weeks and no response after repeated efforts. read more

GO Elsewhere to purchase anything. I've been working with Katom for 3 months. Broken toaster arrived, I called next day, they keep saying must wait for FedEx to review and respond, finally after 6 weeks they ask to have the toaster shipped back to them, then say FedEx wanted to see it and they had to send to FedEx. Have talked with numerous customer service reps, no followup, too busy to research, waiting for FedEx claim to be resolved. I have nothing to do with their choice of shipping, I have nothing to do with FedEx; no refund, no apology, no service. So now they have my money, $1,100 and they have the toaster. They say they will research and call back, never return calls. DO NOT DEAL WITH THESE PEOPLE, they spend their lives spinning a SCAM... OUT $1,100. A commercial toaster and no one cares. Only recourse now is through the legal system. THESE PEOPLE ARE CROOKS, DO NOT DEAL WITH THEM, DON'T KNOW WHY AUTHORITIES HAVE NOT SHUT THEM DOWN! read more

KaTom has HORRIBLE CUSTOMER SERVICE and an AWFUL SHIPPING POLICY I ordered Camware from KaTom. Shipping was really expensive, but the items were on sale, so the price netted out OK. Problems were: they never shipped my items, they never notified me about any delays, and they refused to provide any customer service to fix the issue. The confirmation email I received said my order would process in 24-48 hours and would take 3-5 days to ship. After 7 days, having not received the items or any tracking info, I logged into the site.... my items were still listed as "shipping soon", 3 days AFTER they were supposed to get here. I reached out to customer service via chat, and was told that one of my items was out of stock. So, they decided to hold off on shipping my whole order until that item came back into stock. They didn't email me to let me know, or notify me in anyway. They just decided to to hold off on shipping my items. I told them this was unacceptable, and that they should have told me it was out of stock when I ordered, or AT LEAST sent me an email letting me know my shipment was going to be delayed. I asked them if they would upgrade my shipping to make this right. They refused. When I asked them to cancel my order, and that would post an appropriate review, they offered to have a supervisor email me. Unfortunately, the supervisor couldn't be bothered. I received an email from the person I chatted with, telling me that the best they could do would be to ship out part of my order now. But, they wouldn't upgrade shipping or do anything else to fix the experience.... I asked them to cancel my order immediately, and issue a refund. (still waiting for both of those). In KaTom's order confirmation note they highlight their service, saying "we believe "It's About You". Our dedicated team thrives to ensure that your shopping experience at KaTom.com should be awesome!". In practice, thats 180 degrees from the truth! They had many opportunities make my shopping experience awesome, but each and every time they chose not to do so. read more

Excellent in store customer service. Went in to ask about a product I saw online but not in the retail portion. Salesman offered to go get from the warehouse to ensure it met my needs. read more

The Worst people to deal with they have the worst policy for returning stuff they delivered the wrong order I tried to return the back and they ask for a 25% fee of restocking read more

Be aggressive ... Be be aggressive ... A cheer that I once thought was only reserved for football games applies to this company. Their customer service is some of the worst that I have ever experienced. It is worse than many fast food places, and this is saying something. If I could select zero stars, I would. To begin, this place claims to be a smaller business. It appears that it was founded in 1982 and had 2018 revenue of $152.3 million, with about 160 employees. It is also telling that there have been 32 complaints in recent history against this company with the Better Business Bureau. My experience with them started when my mom placed an order with them. She wanted to order a gift as a surprise for the upcoming holiday for my dad. While placing the order, she entered in her details and then had it ship to my house. This would allow for it to remain a surprise. The order went through their system and was assigned an order number. This is where it all began to unravel. I received a random email from someone named Olivia Morgan, from their order processing department, requesting that I send over several different pieces of information and details - including copies of bank account statements. This seemed odd to me and I did not occur to me that this would have been related to my mom's purchase. I replied and asked for more details since I had not ordered anything from them. She replied and stated that she was going to cancel the order. I immediately sent a reply requesting that she not cancel the order and I shared the details about how my mom ordered it for my dad, we wanted it to be a surprise, etc. I also tried to reach her on the phone. There was no answer after a long period of waiting. I hung up, called my mom, and conferenced in Olivia's phone number again. I thought that we would get everyone on the phone and try to clear this up. After another extended period of holding, we were able to get through to someone. I did not catch the gal's name, unfortunately. She was so muffled that I could not understand her initially. I did request to be connected with Olivia and she would not transfer us. We proceeded to explain the situation to this new gal, shared the order number, explained that we were both on the phone, the situation of trying to keep a surprise, etc. This gal did not care! She would constantly talk over me and my mom. She was rude and made up all sorts of crazy things regarding why this order was flagged. According to her, the only way in which to get this order to go forward was for my mom to send into them details from her banking account. This seems like a little much considering that we were both on the phone and can verify whatever details that she needed. The rudeness continued, she did not care, etc. We had to end the call requesting that she cancel the order, process a refund for my mom, and we advised her that we would have to make the same purchase somewhere else. For a small company, it seems like allowing customers to place orders would be critical to ensuring the ongoing operations of your company. However, our own experience would suggest otherwise. That is, they do not care about the orders and when they do take your money, it looks like they have a lot of tricks that they play with you (see BBB complaints or Yelp for examples). Our advice to you, go somewhere else. Avoid this place like the plague. Help a "small business" understand what it really means to value and respect your customers by taking your business to a place that does ... not here! Buyer be warned! read more

Bought some plates and they are fine but the company is terrible to work with. Item was back ordered for over three months but never knew about it because they never kept in touch with me. You have to call them all the time to get the status of the order. I asked for a discount for the inconvenience but they wouldn't give it to me. I don't recommend working with them because of their poor customer service. read more

Stay clear. use Webstaurant instead. KaTom does not stock items. Simply an online middle man what drop ships from manufacturer's warehouse. Shipping will be weeks before you get anything. Never again. read more

Beware of vendor... took my money and never delivered the goods. Tried calling 5 times, emailed twice, no answer whatsoever.

Very fraudulent company. They give you a low shipping cost then make you pay for the product first. Then they increase the shipping cost over %30 and make you pay for it with no options. This happens to me today and their customer supports acts like they do not know about this practice. This company is not honest and they have the worst checkout process that I have ever seen. BTW, I am an IT professional and and very familiar with the application design read more

I ordered oven mitts from this site. What I got was not the same oven mitts that were posted online. When I asked for a refund, they wanted me to pay for the return shipping and also issue me a restocking fee. They also stated that the picture that was posted was provided by the manufacturer and they are not at fault if the picture is not accurate. NEWS FLASH, it's your website! If the picture is not accurate and customers are misled when purchasing a product, it is your fault! Just stay away from this site and avoid the aggravation of dealing with this company. read more

Wow....just wow. How are these people in business? I wish I could leave half a star. To summarize it. I ordered an item that's supposed to arrive 5-8 days and then it arrived 3 weeks later. Called so many times, was put on hold everytime for 15 minutes. No notification stating the item was delayed. No compensation for late item, and the photos shown is NOT what you get. No idea why you would use a photo with all the REQUIRED components to only find out its sold separately to be able to use it. I truly hope this place shuts down. read more

Tried to purchase a true worktop freezer on July 8 2019 .Received an email from verification department. Called and verified..Charge my credit card on the the 9th of July 2019.It was a 4-8 business lead time for shipment. Verification department is a joke.They never at there desk or answering calls still didn't release order.But was getting the lies from customer service and chatting services for delivery.They would tell me they called true manufacturing which was not true. That was just a tactic to keep me entertained Sucks I had to cancel and now we have no freezer. Should of spoken to a manager for a better result read more

I ordered a slow cooker in December as a Christmas gift. It was supposedly backordered until Jan 5. (Nobody had it in stock, not even Amazon.) KaTom sent me a certificate to hand out on Christmas, with a photo of the item and a message that it was coming soon. Jan 5 came and went. It's now March 8, still no product. I've sent three emails asking for a refund (note: they charged my credit card when I placed the order, which I believe is not even legal - they should only charge once it ships). I have received ZERO response from them. Not a single response. So, I've taken it up with my credit card company to reverse the charges. read more

Discription on a set of cast iron servers was inadaquate and misleading per their on-line catalog. The products appeared to be much larger than they actually were. As a result they were too small for my application and as a result they had to be returned. After shipping costs and restocking fee to return the set, I am getting back less than half of what I paid to use KaTom. I should have paid more attention to their low rating. read more

I ordered what I THOUGHT was a Can opener from them. It was backordered for almost a MONTH! I emailed them to ask where it was, NO RESPONSE. I called them this morning to CANCEL the order. They said no problem. It's a good thing, as it turned out what I thought was the WHOLE can opener was only a GEAR for the can opener! BUT This afternoon, my card was charged for it!!! I called them to ask what was up and they told me "OH...sorry they must have shipped it by mistake." BULLSHIT. I will be filing a claim with my bank tomorrow once the charge clears my account. This is the WORST customer service I have EVER experienced. Avoid this company they are underhanded and have no understanding of the word SERVICE. read more

Bought a kettle online that didn't come with a lid, in the accessories section it lists two lids both from the exact same company as the kettle. I bought one but apparently it's for a different kettle, and doesn't fit on top of the one that I ordered. KaTom was very friendly on the phone but unwilling to refund me, or to send me the correct lid. They shouldn't have listed that lid as an accessory to that kettle... since it isn't. I now have the wrong product, and either have to deal with a non-fitting lid or order another one myself using my own money. Badly designed website, bad customer service, I won't be shopping here again. read more

Stay away from this site! They charged me a 25% restocking fee for no reason! Beware. Scam.

Do not order from this place. I've placed an order from this company, and never got an email for shipping confirmation. I decided to call them and ask about the status of when my item will ship. Well turns out my order got cancelled. Never got an email stating why it was cancelled. The CS girl name Brenda stated that there was a note stating it was cancelled "because the customer change their mind" and asked if i wanted to reorder. I told her no and that I wanted a refund as my account did get charge. She then said she will transfer me to their account services that deal with refunding my order. Well...that bimbo just hung up on me. So sve your time and DO NOT order from this company. Totally BS buisness. I'm on hold right now with my bank as these people are a scam. read more

All the negative reviews are ABSOLUTELY TRUE!! If it were possible to give negative stars only! I am still dealing with them after a month. I ordered 24 quantities of a simple item, only to get 4 the 1st time. Someone slapped an invoice on my package saying all 24 items were fulfilled?! Then I had to keep contacting them, I got another 12. Still today missing 8 more. They have blamed warehousing problems, customer reps for being out and not responsive and all out Customer Service. They are the Customer Service!!!! Stay away and heed the advice from all the scammed customers obliterated by them as they wear you down. read more

Clowns! On May 1st 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 could 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 did not have enough time to order them from another supplier at that 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. That way the customer can decide whether they want to keep or cancel the order. It should not be a surprise when the customer receives a partial shipment of an order!! It has been a month now and I still have still not received the items that I ordered, and to make matters worse they made me pay for the entire order up front and have only shipped 1 of 4 items. That is actually illegal as businesses are only supposed to charge you when items actually ship out. I will be taking this matter up with the Better Business Bureau as well as the Federal Trade Commission, and will never do business with this unprofessional company again. read more

Don't order anything from this company! I ordered a high end coffee maker ($500) and received a damaged unit. I sent it back over a month ago and have had to call 5 times to follow up on when I will receive a new unit. My most recent call I was told that the item is out of stock and a refund will not be issued until they get paid from UPS for the damaged unit. I should have read the lousy Yelp reviews before doing business with this company. read more

Katom does not stand by their products!! Owning a construction company, we regularly have to purchase appliances in advance to make sure we have them to install before a job is finished. Sometimes we can't open the box prior to installation or the parts may go missing or stolen. When we opened the drain pump for an ice maker a piece of plastic that holds the hoses was broken. After contacting Katom they said that we had to open the box upon delivery and reject it from the shipper if broken. They didn't even try to contact the manufacturer to try and get the part replaced. Opening all the boxes and pieces associated with appliances, this is just not realistic.This is a very small item in comparison to how many high-end appliances our company purchases, and a sad reason to lose business! Very dissatisfied customer read more

Dreadful -- stay away; inept, dishonest and no understanding of how to deal with a customer

I ordered some stuff from this company. On january 23 my order was cancelled without being shipped. I'm Still waiting for money return. First they said 3-7 days, than 7-10 days, than 10 business days. 10 business days already pass, still no money on my credit card. Awful company. Stay away read more

Awful customer service. Ordered a waffle machine through them. Had a hard time finding specific info on the machine , but ordered anyway because a person I trust told me the machines were what I wanted. When I received the product I realized that the cooking time was twice as long as the machines I have now. When I called to return they told me there would be s 25% restocking fee of $186. This is without the cost of shipping. The company that is charging this restocking fee is Gold Medal products. Do not order from either of these companies!! Go to webrestaurantstore.com if you can they are great! read more

Horrible service. Was attempting to purchase a $4,800 Southbend commercial stove. They could not seem to process the order. Fed up with their delays I eventually cancelled the order. I was not refunded the full charge. $298.75 tax was charged to my card 7 Jan 2020. Refund requested 10 Jan 2020. It is now 22 January 2020, the charge still remains on my card. Spoke with Katom rep, Jina, today who it seemed was displeased with having to deal with my issue. She was quite abrupt, board-line rude. I will never consider doing business with Katom again. If you want prompt courteous service shop elsewhere. read more

I had ordered an S blade for my waring food processor like 2 weeks ago only to get a "sorry" email saying my order is on backlog and now maybe not be shipped for another 2 weeks. Nothing more frustrating than paying for something, not getting it in a timely manner and receiving cute emails apologizing. read more

Ordered an item nearly a month ago and after following up several times, it is just being shipped now. The Supply company is just nonchalant and says, oh it is delayed, oh it will not be shipped now. Asked for tracking number. No response. Customer Service responds but doesn't resolve the actual issue at hand, just gives you the run around. read more

I ordered the "Lodge HMSRD 6.37" Round Cast Iron Mini Server w/ 14-oz Capacity" for a great price. The description on their website was exactly what I got. read more

The first time I purchased something their website listed that the item came with more items that I received. This was an error on their website and the issue was resolved 4 weeks later. After receiving the additional items there was still pieces necessary to put the items together that were forgotten in the shipment. This has been over a month long battle for a cocktail pass thru station. This should be a simple item! Shipping has been an issue as well. Never know when items are supposed to arrive! Customer service has been lacking. I have to call to see what the status of my returns/orders are. They say they will call you back by the end of the day but I have gone days without hearing back from someone! Cheaper prices but a hassle to deal with overall. Go elsewhere. read more

I purchased a new refrigeration unit including free shipping but come to find out free isn't free and was charged an additional $100 . The sales person was at lunch when I called so I talked with another sales person Trent problem solved. Casey the other sales person came back from lunch (should have stayed at lunch) and un-did all of it and would not change it. Bad news won't do business with them again. read more