1. Items listed as in stock and shipping between 1-3 days; however, in my experience, a good percentage of these items may not ship for several weeks. There is no email communication letting you know about a delay for part of your order, nor is there tracking information when it finally ships. It's guesswork as to whether or not the items you order will ship, and when they will arrive. 2. Poor customer service team. I understand that Katom is a small company, and that they don't have the infrastructure of Amazon. However, I think that customers would be more forgiving of all the snafus if there were better communication with a competent customer service team. Instead, I have been given incorrect information (e.g., told an item has shipped when it hasn't), or have made requests to the customer service team that they did not follow up on (e.g., when an order arrived with an item that was listed on the packing slip was missing, they said they would follow up and send out a replacement, but they did not). 3. No tracking information. Although the invoice when you place your order states that tracking information will be emailed when the order ships, in the three orders I've placed, I have not received any tracking information via email. If you're looking for kitchen supplies, I strongly recommend ordering from another web restaurant supply store. I ordered from Katom because the prices were competitive. However, in my experience, not knowing when items will ship, shipments arriving weeks outside of the estimates listed on the website (even on items listed as being in stock), and a customer support team that is incapable of handling these problems, all make Katom not worth the frustration. Also, read the fine print: There's a 25% RESTOCKING FEE if you need to return an item, even if it's still in the packaging. That's downright hostile towards the customer :-( read more

They have horrible customer service in all departments and I will never buy another thing from them again. Any business looking for kitchen equipment should not choose this place. They are making us pay the shipping to Canada which cost 5 times more for a return instead of shipping to their Tennessee location in the United States. read more

We ordered two items that we needed, and we have yet to receive them. Not only that but our items were backordered and we had no idea, we also were not updated on the longer shipping until I had my assistant call to only then be informed that the shipping will take an additional 10 DAYS, after waiting 3 weeks already. read more

This is probably first time I am experiencing this kind of rip off. I paid the shipping first, I said ok. But didn't like the product at all. In the picture it looks different, so I decided to return it. Guess what is next, I had to pay the return shipping but NOT ONLY, 25% restocking fee for my surprise! How the hell they do their business with this kind of processes. Please use any other stores for your restaurant needs. Avoid with all your possibilities. Because they dont sell anything from their stores, they are just a middleman who uses other small stores for goods... read more

I just had the worst customer service experience in my life. A snide little girl talking over me and acting happy and excited to tell me their return policy--which sucks. You pay 25% of the cost of the product (I never even opened the box because I realized by the tracking page I had ordered the wrong item) and you have to pay shipping back. I am so used to being able to return items without cost or hassle because I spend over $250,000 a year on the internet on products and once in awhile, I order an item that does not work. She told me the return policy is on their website, and it is, but that information is not provided anywhere with the product--which is how Amazon does it-- which is how every other company does it--so you know what you are getting into. I cannot stress enough how rude and unprofessional this person was. Not an adult, but a snotty child. She said she was the supervisor of their Return Department. God help them, they need it. DO NOT ORDER FROM THESE PEOPLE UNLESS YOU ARE 100% SURE ITS WHAT YOU NEED. read more

I needed an Convection Oven ASAP, spoke to Tiffany and I didn't want to process the order with her until she guarantee me that my order will be shipped out immediately, yes she guaranteed that my order will be process and shipped in 1-2 business days and the item is on stock. it's been 4 days and I called the customer service, bad customer service named Myah C. All she offered me is she'll be happy to cancel my order...Unbelievable!!! She could have called the processing department to escalate the issue. For 4 days..NO RECEIPT of my purchase and it was taken out of by bank that same day, they said they will send me a receipt once they process my order... Katom Should provide proof of purchase once paid. I asked that customer service named MYAH C to send me an order number, she emailed me with an email with one sentence and the order number. Very unprofessional! I was expecting an order number with the details of my order. They are very good emailing you with estimate quotes/invoice but not once you paid. Very bad experience with this Company. read more

I had a very bad experience that they delivered a broken glass Sushi case to me and they refused to do the replacement. I have to arrange glass replacement on my own. The service is very bad. B Kwan read more

Do not buy from these people! We received a hot chocolate machine that didn't work out of the box and leaked chocolate everywhere.These people responded that it was not their problem, it was the manufacturers and that we needed to call them. They sell them but are not responsible. *** Buy from reputable sources such as Hubert read more

Buyer Beware. I bought some equipment that was sent defective. I returned it and never got my refund back. I filed a complaint with the better business bureau and I was told that Katom just filed for bankruptcy. read more

Katom I ordered a set of four castors. I received one. One INCORRECT castor arrived. I contacted the company, and was first told that it was the correct castor even though it had a completely different item number and looked entirely different, and that the page had warned there would be SLIGHT differences. These weren't slight differences, since I'd ordered a set of four 3" stem castors and received one 5" plate castor. When I didn't go for that explanation, the story changed to the shipping company losing the order. I was told I'd not receive a refund until The shipping company reimbursed Katom for the lost package. It didn't seem like a lost package to me. The package containing the one incorrect castor was in perfect condition. It seemed like a rip off and a scam that the shipping company had to pay for. Anyway, after about two months of waiting forever for the company to "process" the order, to ship the order, then waiting for the shipping company to reimburse Katom for Katom's mistake, I finally got my refund today. Complete nightmare and very questionable business practices. Would NOT recommend. read more

Ordered a Dexter Russell knife set on the Katom website. The price was the best online and it said in stock. After waiting 2 weeks, I called customer service. They said the set was being shipped directly from the factory - as in manufacturer. I called the manufacturer in Southbridge, MA and they tried to help but could not locate the order. Called Katom back and tried to cancel the order. Still no refund to reorder from someone else, but Katom was absolutely terrible. read more

I had an excellent experience getting my cooling grates shipped to my door. I live in middle Tennessee and KaTom is in East Tennessee. My items showed up at my door the day after I ordered. They are exactly as described. I'm looking forward to visiting their brick and mortar store when I'm near Knoxville. Thanks KaTom! read more

I ordered toilet paper right when the pandemic began in . They said they had it in stock. The toilet paper itself was around $45, but the shipping was $50. It still averaged a dollar a roll so I ordered it. I received 3 of the four items, but not the toilet paper. Then they sent me an email about two weeks later stating that it was backordered until June going into July because there was not enough raw material to make the toilet paper. They said to contact them if I wanted a refund. I called with long wait times just to be disconnected, I emailed, I've left messages and no response. I finally spoke to someone about two weeks ago and they said they would provide me with a refund within 5-7 business days so I waited. It didn't happen. I filed a complaint with PayPal and the BBB of Tennessee. I got my refund via PayPal this morning. I ordered back on April 4th. Today is June 5th. This place has the worse customer service. Before I ordered, I checked all the reviews and their reviews looked great. The reviews in Yelp were not good, but I thought, let me give them the benefit of the doubt. I will never order from them again. They don't even deserve the one star read more

Don't order from them，if you want return something，they need charge 25%restock fee，and they didn't pick up，you need send to their company. No order nothing from them again，I had many friend had Chinese restaurant，I will tell them do not order anything from them. read more

I put in an order for a 1.5 qt. stainless steel pot and cover on 1/26/21. The cover was shipped soon after the order. A week and a half after placing the order, I called regarding the pot and was told it would be shipped the following Friday. It never was. I called a week after that Friday and was told it would be shipped the following Friday. It never was. I then received an email at the end of February saying the pot was estimated to be shipped on 3/5/21. That day passed but it was finally shipped on 3/9/21. I received it today and it was in good shape, as the cover was that was delivered much earlier. I am giving the Katom only a 3-star rating because, (1) they should have listed the pot as out of stock on their website instead of indicating 3-8 days; (2) they sent the cover right after the order along with charging me the full shipping charge, which to me was a hook to not cancel the order and wait till whenever for the pot; (3) the reps gave me false info regarding the shipment of the pot - I assume so I didn't cancel the order which I had threatened to do so. Had Katom given the true availability date on the website, I probably would have been Ok about waiting , but once I expected shipping to be in 3-8 days, I found it upsetting that the they were not honest about the true shipping date and about not knowing when it would finally ship. I will think twice before ordering from them again, although reviews show that their 2 main competitors are not much better at customer service. Janice read more

sad company that will take your money , i called the very next day too cancel my order, and they still shipped out order now there wanting too charge me 20 plus % re stocking fee along with shipping cost.. do not do not order from here they want cancel your order and you will still get product and you will be stuck with it read more

I use Katom often. I haven't had any issues like the poor reviewers have experienced. I wouldn't hesitate to do business with them, they are a good company. The only thing to keep an eye on is their freight charge. Sometimes it's off the planet. read more

KaTom provided the very WORST customer service I've ever experienced. An oven I ordered shipped without the legs (it happens - simple fix - no problem) so I called to get the issue fixed. It had been over a month and countless calls, sometimes hour-long holds, for them to attempt to fix the problem. Finally I decided to ask to speak to a supervisor. Those agents would do or say ANYTHING to try to prevent a customer from speaking to a supervisor. When I finally did, the answer was predictably unsatisfactory..."we'll make some notes and do some coaching." No amount of coaching will help these agents. They need to be replaced with people who care. What a horrible company. Never again.....and still no oven legs. read more

Waited 3 weeks to receive my freezer. Company was supposed to call and set up a delivery time. Next thing I know a delivery driver was at my door, and I was not at home. I had to call a neighbor to help the driver un load. 4 days later, my husband and I unpackaged the freezer, we pushed it into the spot we had created, went to turn it on, and found some damage to the bottom edge of the freezer. This damage was not visible, and there was no packaging damage. I called Katom, and they gave me a return number, I explained that it was running fine, and was not looking to return it, but felt I needed a discount on the price due to the entire fiasco. The fun began. 3 phone calls and several emails later, I gave up, the customer service is terrible and follow thru is non existent. NEVER AGAIN!!! They were sorry, then they were sorry, and then they were sorry, but the reality is, they weren't sorry, because they did nothing. read more

Carla at KaTom Customer Service was extremely helpful to me. Without her help,the return of the product I purchased would have been difficult if not impossible. Carla was there for me anytime I had questions, which, as it turns out was quite often. Carla gets 4 stars The 2 star rating reflects how I feel about the Waring Company, their product and their return policy, not how I feel about Carla. I failed to read the reviews prior to purchasing, my fault, so now I am paying the price, shipping and restocking fee. The unit did not perform as I thought a commercial unit should, in fact it performed so poorly I had to go to another retailer and purchase one for 1/3 the price of the Waring Unit and it did the job flawlessly. read more

I ordered (4 vent hood filters) from KaTom Restaurant Supply online. I usually order from Amazon but they did not have the size filters i needed so i took a chance and decided to order with this supply company. I received the wrong filters and called KaTom customer service to speak to someone in the "return item department" to send it back for a refund or exchange for the correct filters. I was told i had 15 days to return the item and they did not have the filters i ordered in stock. I asked them to give me the address and information to return the item. Representative asked for my email address and said she would have to email me the return address information. This took 2 days before i received it in my email, which took 2 days away from my 15 day return. Well, after i received the return item information in my email, it stated i was going to be charged $25.00 for restocking fee once after they receive the filters back. Then, i would have to send it back freight through UPS at "MY EXPENSE" which was going to cost me $35. The filters only cost $86. So, doing the math, $86 in which i spent on the filters minus $25 restocking fee, minus $35 shipping fee at my expense is only $26 back in my pocket of the $86 i spent on the filters. In other words, i paid $86 for 4 filters and it is going to cost me $60 to send it back. This all adds up to RIP OFF. Please do not order from this company because if your order is not what you are looking for, it is going to cost you. Oh and i almost forgot, if you do not send it back in the same exact box and packaging they sent it to you in, they are not going to receive it and you are still stuck with the loss. I will never order from them again. Lesson learned. Sherri Smith read more

Horrible, scam artists! Ordered reservation signs that clearly state are plastic, they are paper that you have to fold. Charged me $4.50 for 15 pieces of paper & $14.95 for shipping for under an ounce in weight. Should have gotten a booster seat as well but they didn't ship that. That is suppose to come later for an additional shipping charge, but the last time I ordered, I only received partial order as well and months later still haven't received. Lesson learned now, won't be a third time. read more

I ordered a freezer and turned it on never wet close to the minus 20 C . Called for them to take it back but they told me it was used. How are you supposed to know it does not work unless you plug it in ? DO not waste time or money there they are a scam read more

i been your customer for years and you lost my business for good . you are the worst company when it come to customer service . i ordered from you products for thoushands of dollars . you never communicate with your customer . i had order placed on 10/1/2015 and i don't get no response or track number even it say will ship 3-4 DAYS AND WHEN YOU CALL THE CUSTOMER SERVICE EVEN WORSE . and you have the worst customer service .they are rude and careless about their customer read more

I would strongly advise any serious consumer to stay away from this place, even if their prices might look good. Honestly I was always skeptical of this place, but I figured I'd give them a try this time because they were substantially cheaper than other retailers. Boy did I make a BIG mistake! I wished I looked at these reviews earlier. I placed my order in early May for an oven which had a MINOR configuration to it, so it was classified under "special order" (which I am fine with). Basically, they claimed that I can place the order with them and they send the order in to the manufacturer. Okay, so when I placed my order the sales rep asked me if I was OK with a 17 day lead time. At the time, in May, I was completely fine with that. What can be so bad with a three week lead time? Or at least so I thought. It's been over a month now and I have not received any information regarding my order. So I called Katom last week inquiring about my order, and they informed me how my order is on it's way... "it should be there by the end of the week", he said. Well, guess what - I still have not received my order! Here we go again. I called Katom again and asked about my order they said it's in their warehouse and it's due to ship within a day or two, but, she added "I will get you the tracking info by the end of the day". The end of the day came. And went. NO tracking info. So I called again, now they say that my order has not even been placed!!! How crazy/insane can you be, Katom??? It's over a month since I placed my order - what's going on here??? Why can't you get your act together? Why is heaven's name does it take over a month to submit the order to a manufacturer? Not to mention all of the lies I was told over the phone that my order is in the warehouse... arriving soon... (forgot to mention- They did offer to "compensate" me to waive the $45 lift-gate fee... What a joke!!!) Only thing I can say is that I will NEVER EVER BE GOING BACK HERE!!! read more

worst customer service ever..The service experience is extremely poor ..The manager is also not professional enough .Dont order from them

KaTom Restaurant Supply is half a scam. You may eventually get what you ordered. But, it'll be months before that happens. And their customer service is only there to stall and deflect. Example: ordered 7 items. Came in 4 different shipments. Last shipment arrived 9 weeks after the order was places. Multiple contacts to their cust. service all with the response "oh, it'll be just a couple of days". Order from other more reputable restaurant supply places or you'll be sorry with KaTom. read more

I ordered a package of Flour Sack Towels. The shipping charge was almost as much of the charge of the towels! Then when I opened the box, the "Flour Sack Towels" were NOT Flour Sack material, they were were very flimsy gauze material so i called them immediately and asked for a return. And waited. Called back and after waiting for the "customer service" person to discuss the issue with the manager, I was told that I would be sent a RA. What I got us an email saying that I need to wait to get my RA from the manufacturer. When I didn't get the RA, I called back. I finally got by RA with instructions to how to ship it. My return ship charge was nearly double the cost of the item. My refund DID NOT include either of the shipping charges. My review I wrote was never posted. I spent a lot of money to find out that the company is shoddy, shame on me. read more

Terrible customer service from Patricia Bible's company. I made an order and cancelled it 6 hours later because they couldn't meet my delivery requirements. Spoke directly with a rep who assured me it was cancelled. They shipped the order anyway and charged my card. 3 weeks later, 4 phone calls and they still haven't credited my card. Maybe the owner Patricia Bible should spend more time running the store and less time speaking. (Sept. 25, 2014) - KaTom Founder, President and CEO Patricia Bible recently spoke with Carson-Newman University students as part of the Executive Speaker Series, sponsored by the University's Business Department. The recent event was held in Thomas Recital Hall. During the event Bible, a Morristown native, shared her personal story as well as the story of KaTom Restaurant Supply, an East Tennessee-based wholesale distributor started by Bible and her late husband, Tim. The CEO has risen from poverty to the head of a multi-million dollar company, which Bible reports as the fourth largest in the nation of its kind. Her leadership has earned KaTom six consecutive years on the Inc. magazine 500|5000 list of the fastest growing companies in America. The Executive Speak Series allows Carson-Newman students to hear from and interact with a variety of successful business professionals read more

Paypal closed in my favor, a dispute case I had with Katom. April 2020 I ordered a cleaning item online from Katom (my 1st time ordering with Katom) and they sent an email confirmation (that the item will ship directly from the manufacturer since it's a 3rd party shipment)/acceptance of payment right away. I sent an email to Katom's customer service the next day to cancel the order because my father informed me he received the item. Since I didn't receive an email reply/phone call that day, I followed up later that day with a phone call and out of curiousity I asked if they had the item in stock(bc customers' reviews mentioned Katom did not indicate online which items were soldout/out of stock but listed all items for sale eventhough they didn't have all of those items in stock which cause month(s) order fulfillment delays) and was told they do not have the item in stock and it won't be in stock until June so I told them to cancel the order. I waited an hr or two for the order to be cancelled-email confirmation/refund back to paypal(credit card) and nada so I called again to confirm cancellation and asked for an email cancellation to be sent while I wait on the phone for the email. I received the cancellation email. A few days I receive a reply to the email I sent to Katom's Customer Service(prior to phone call) that the cancellation hasn't been processed and the order hasn't been cancelled. I was kinda' expecting that response(based on other customers' reviews/experiences with Katom) and since I've never had a problem cancelling an online order for an item that isn't in stock and an order that hasn't been processed/sent out for delivery, I ended up putting the order into Paypal's Dispute Center. 21 days go by and Katom doesn't respond/submit anything to Paypal's Dispute. The next day(22 day)Paypal closed the case in my favor. Since then Katom has sent an email about their 30th BDay or Anniversary(I forget exact # and wording) and the last email sent out June 6, 2020 with subject line 'We messed up' which BTW never mentioned Katom's failure to cancel my order until Paypal closed the case in my favor and instead goes on to say 'we are sorry...unable to fulflll certain orders' and ends with "We are putting processes in place to prevent this in the future". read more

I was looking for a nacho cheese warmer for our high school concession stand. I was planning to order it from Ka Tom because of the very good price $375, but I hesitated because of all the negative reviews. Shipping was $22. Turns out I found the exact same item at Sam's club online for $378 and FREE SHIPPING. Got it from Sam's. I was still planning to get the nacho cheese bags from Ka Tom because it was the best price around, $37.95 per case. Imagine my surprise when I went to check out and found out that the shipping was $16.74!! That's almost half the price of the actual item! Ordered from Sam's club. Shipping was $6.88. And I know I'll actually get it on time. I was saved a bad experience by Yelp. Be cautious using this site and read all the fine print. You may be better off elsewhere. read more

BEWARE.....the worst people and company you will ever want to deal with! They don't deserves any star unfortunately I have to give them 1 star to post my review. They should get below zero. Stay away from these crooks unless you wants major headaches dealing with these incompetent people. Their customer service was as bad as the others. Dealing with them is one sided as though dealing with a brick walls. Either they are dense or they are unprofessional and unethical to dealt with even though with problems they had caused. I waited to get my refund before posting this review which took about 4 months with the helped of PayPal otherwise I will NOT get any credit for the items they charged me and NOT able to fulfill. So in another words they charged me the full amount upfront which they denied doing so and did not send me the merchandise because it was unavailable. It was late November 2017 when I placed the order for several large platters for my holiday entertaining that cost almost $1,500 with shipping charged of $300, luckily I used PayPal for these orders. With the expedited shipping of $300 I was told I will get the items in times for the holidays. My credit card was charged, never heard a thing from them. 1.5 weeks before Christmas I called them and spoke to their lousy incompetent customer service. She told me I was not charged unless the items was shipped which was totally false. Later she told me that the items are back order and won't be available until April 2018 and if I wanted to wait. Only an idiot will agree to that, money taken by them, no platters which were desperately needed for several of my Christmas parties and who knows come April what they will say. I did not trust this company after these nor do I want to do any business with them. I immediately called the online department store and pay for the platters all over again though with the late orders I received those items just in times, a day before my party. From here on the headaches begun having to proves to them that they unethically took my money and no merchandise was delivered, it was like talking to a brick walls without any helps whatsoever. I had to spend so much times sending them emails after emails sending them receipts of the charges from PayPal, my bank statements and etc, etc BUT without any cooperation from them. There were many, many more horrible details which will be taking too long to list everything. Finally, I called PayPal to help me out and send PayPal all the info about the purchase and proof of payments as though I have all the times in the world just for these. This company is NOT honorable, unethical and definitely lacks of professionalism. I will never want to do business with them ever again and definitely WILL NOT under any circumstances will recommend them to anyone on this planet! read more

As everyone says here, I wish I had read the reviews. I ordered two dozen of a small item. For some reason, each dozen was shipped separately. Only one package arrived. When I contacted customer service, they tracked the package I received saying the entire order was received and they could not replace or refund me. When I clarified (even though it was explicitly stated) that I did receive half of my order but would like them to locate the second shipment. They never responded. Still waiting to hear back from them!! Will never again order from them -- pricing too good to be true!!! read more

Facebook and yelp have closing time at 8 pm, but they actually closed at 6 tonight. Wasted time fighting through traffic for nothing - we won't be back. read more

Bought a Lodge Dutch oven, used once, only to find out that it was prohibitively heavy for daily use. After paying $30 for return shipping was told that the item was not eligible for return because it was used. Horrible return policy and bad business model. read more

Disappointed with the quality of service of Katom. Ordered thousands of dollars' worth of kitchen equipment for multiple projects at our public school. Waited two months for a sink that was part of a larger order, no delivery. Called to inquire, and a month later received a damaged sink. Katom 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 install only 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. read more

I ordered a $32 napkin holder from their online store. When the item arrived, it was of terrible quality: all the metal soldering spots were clearly visible on each corner. I requested an authorization to return the item and was told that there would be a 20% restocking fee though their web site says "All returned items totaling less than $100.00 will be subject to a 0% restock fee plus the return shipping." read more

This is a ripoff company. They don't tell you about unloading the truck when the delivery comes. Then if you refuse te order because unable to unload the truck. They will keep 90% of your money. Do a favor to yourself and don't order from this company. read more

complete garbage company I ordered a product from them and didnt not work and been trying to return the items for months and been told they just sell items for the manufacture..now stuck with over $1,000 of crap products and just told well sorry nothing we can do....BUYER BE WARE!!!! read more

I have purchased 2 True coolers and a Star hot dog steamer from KaTom and have always been very pleased until now. I purchases a Star Griddle and deep fryer. I was aware that commercial products in a residential installation would not have warranty. My griddle had a bad gas valve since the first time I used it. I purchased a unit with thermostat control. One of the valves would not control the temperature and burned on high all the time unless I turned the valve almost off. Katom would not give me any assistance to get a replacement valve. I contacted the manufacturer of the valve and they told me it was a defective valve and would need replaced. Since KaTom would not stand behind the products they sale I purchased a valve at a cost of about $100. After using the unit less than 10 times the second valve has failed. The unit was received defective and all I asked for is a replacement valve be sent to me. I even agreed to purchase the valve and KaTom customer service was to send me a price for the valve. I never heard back from them. So if you want service or support with anything you buy from KaTom you should shop elsewhere. If you purchase a Star product expect no help from KaTom read more