Horrible customer service. Customer service department told me my product shipped out multiple times which was all lies, don't waste your time. It shouldn't take a month to receive products that everyone has in stock. You want to be lied to? this is the company That will do it. read more

I ordered new glasses for Thanksgiving this year. Before ordering, I spoke at length with a sales associate and specifically asked how they package glasses, since shipping companies are notoriously harsh on handling shipments. He assured me that not only are they packaged really well, but if anything goes wrong they will make it right. Well, exactly what I feared would happen, happened. The glasses weren't packaged well, and they arrived broken into a million pieces, and upon opening the box, glass started spilling all over my floor (not too good with kids and dogs around). We immediately took photos, called the company, and that's where all the problems with this company began. I spoke with the supervisor of the entire "customer service" department and beyond being incredibly rude to us, told us that we would have to wait for UPS to come and inspect the packages before they would ship replacements. I explained that there was no way I was keeping a box full of broken glass in my home with kids and dogs around and she finally told me to take extensive photos (which I already had) and e-mail them to her. At that point, she instructed us to to dispose of the glasses. She still refused to ship any replacements, stating that she had to "abide by company policy", but would get on filing a claim with the shipper first thing in the morning and once that had been filed, she would issue our refund so we could go elsewhere. I tried following up with this supervisor via phone but she would never answer, and no one at the company could ever find her. I did send her a few e-mails and she finally responded when I threatened to file a chargeback with my credit card company. Unfortunately, her response was a warning to me about how my credit card would be closed if I filed a chargeback (completely untrue). After reading that, I called my card company, filed a dispute, and of course I am still waiting for that to be resolved. It is now Dec 4th, and I just received an e-mail from someone else in their returns department, who told us that UPS had tried "multiple times" to schedule an inspection with us but we did not respond. Let's be very clear. At no time did UPS ever try to schedule an inspection with us, and anytime there was any communication, we responded immediately. UPS did show up out of the blue one day with a call tag to pickup the shipment, but we explained that we were instructed to dispose of the broken glass and had submitted photos to the seller. They said no problem and left. That was our only communication with UPS. To date, no refund, and only an e-mail stating that "our claim had been closed" due to our lack of response. I am out $172 and have nothing but wasted time and a bunch of broken glass I had to clean up to show for it. On another note, we just looked up reviews on this company and it turns out we're not the only ones this has happened to. I can't understand how this company is still in business, or who is purchasing from them. RUN FAR AWAY FROM THESE PEOPLE. THEY ARE CROOKS AND LIARS. read more

If I could leave no stars I would!!! I placed an order on February 12 2021 I still have yet to receive the order in it's entirety. I did receive parts of the order in two shipments a month apart. I am now waiting on a refund for the remainder of the order, no one there seems to have it together and would rather play silly blame emails instead of getting it together admitting their mistakes and getting the refund issued. This was a small trail order before I placed a bulk order, they certainly sealed the deal that I will not be ordering nor recommending them ever again!! read more

I ordered a product from them they said could be delivered before i needed it on 3/14/2020. It wasn't delivered till 3/18/2020. I then tried to return the product only to be told there is a 25% restocking fee and I would have to pay for shipping. No wonder Amazon is taking over. If I could give less then 1 star i would. Bad customer service. read more

hornbill delivery refused to bring the item in front of the store, the freezer not freezing. tech support couldn't solve it and gave us an appointment for someone to come fix it, but no call no show!!!!!! It shameful not to stand by your product I spent $3400 on a brand new freezer that didn't work for a minute. I'll never buy anything else from this company. read more

No stars for this place, I been waiting on my credit since March 2020 I contacted them 5 times already and haven't gotten anything. Everytime I contacted them they said that there was something wrong in credit department and I will see my money within 7-10 business days. Still no refund til this day! This place is a scam! DONT EVER BUY FROM THEM U WONT GETVUR STUFF OR REFUND! read more

May I give no stars for this awful business? Be aware that they will charge you for items that they will never ship it . You won't ever get your money back . read more

Update 3/26/19 - KaTom read my complaint here and sent me replacement parts immediately. Not sure why I had such trouble in earlier communications with them, but I guess that is something they are going to handle internally. If these Vollrath parts work better, I'll likely update my post again, later. Stay tuned! --------------------- I bought some high-end Vollrath pans/lids from them, and I began having issues with them after only 3-4 months of mild use. My initial contact with KaTom support was positive, and after sending photos and explaining the problem, they said, "Do you want a refund or a replacement?" I thought, "Wow, these people are easy to work with." I immediately replied that I'll take a replacement. Now I sit, three months later - no new pan and lid. Radio silence from their support team after 3 subsequent emails. I even called and left a friendly personal voicemail (not lashing out) with the agent who had offered me a replacement. No return call. Well, never again KaTom. You led me on that you were going to help fix the problem, and then you disconnected. You're on my blacklist. read more

Chef Supplies by KaTom - Vollrath Non-Stick coating is peeling off. - Restaurant Supplies Near Me - Kodak, Tennessee

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This is one gigantic clusterfuck of a company. They will endlessly fuck with your credit card. Customer service is useless across the board, email, phone, or chat. I have 2 orders with missing items that are over a month old & now they say all items have shipped. I'm done, I'm not going to hassle getting the missing items, its not worth the aggravation. Think long & hard before doing business with this trainwreck of a company. read more

Ordered couple of cast iron pans on January 25th totaling around $50 ish with shipping. Confirmation email said it will typically be shipped within 3 to 5 days. I Emailed them after a week for an eta and they responded by saying it will be shipped on February 5th now. On February 4th got another email stating new shipping date is February 14th( if it doesn't change again) I tried to cancel my order today by sending them an email. I hope they will cancel and send my money back. Judging by the other complaints here, it may take longer than I think.... read more

DO NOT USE! I ordered six glass bowls, and they shipped them to me with NO padding in between - no paper, no bubble wrap, nothing. They were also in a box much too large and with insufficient bubble shippers to keep them in place. So, I receive a box of cracked and broken bowls and glass shards. I've now been trying to get a refund or replacement order and have been in touch with customer service 3 times. They said they would take care of it, but haven't. It's been a month. They are now saying they are filing a complaint with FedEx, but the external package was fine - it was the packing, and not the shipping, that was the problem. Such a waste of money, time spent with customer service, and patience. DON'T BUY FROM THEM! read more

Terrible customer service I have spent over thousands of dollars with this company, I bought a Hobart mixer from them just a month ago for over $5,000, I received a scale that does not give me precise measurements for a bakery $134 I contact katom the next day they refuse to return the item or exchange it for another scale that would be suitable for measurements at a bakery. Too bad for you Katom you just lost a good customer!!! We have been buying from you for all these years we will stick to webstaurant who is more understanding and has better business ethics. Restaurants and bakeries steer away from purchasing anything here. No wonder why they have all these bad reviews and they are doing nothing to fix it Will not be returning!!! I don't recommend read more

Terrible, terrible company. Poor customer service and sales team with an entitled attitude towards customers. Very limited product knowledge, and information on website that is often inconsistent with the manufacturers' spec sheets on equipment. Poor packaging and handling-- glassware has typically been shipped with little to no packaging and arrives broken. Awful return policy-- returning items is difficult, with a hefty restocking fee to boot. In short, avoid Katom at all costs. Work with a local supplier if possible, or give Webstaurant a try. Their Google reviews would be 1/5 too if their reps didn't constantly ask you to give them a 5-star review. Who knows how they incentivize that... but don't be fooled. read more

If I could give zero stars, I would. We purchased a commercial refrigerator and added the casters that were listed as an accessory for the refrigerator on their website. We received both items. Refrigerator doesn't cool and the casters don't fit. Casters are the wrong size and wrong thread. We spent thousands and now have been dealing with KaTom for over a week now trying to resolve the issues. Myah Correll is the worst customer service agent I have ever dealt with in my life. She's rude, insulting, and useless. She needs to work at any other job other than customer service because she sucks at it. Per Ms. Correll we will be charged a restocking fee and return shipping for the wrong size casters. The brand new True commercial refrigerator that doesn't cool, instead of them finding someone to find out why it doesn't work. They give you phone numbers for you to call and try to find a repairman yourself. After a week and a half and too many phone calls and emails to count, True, not KaTom, is replacing the refrigerator but Ms. Correll from KaTom is still sending us emails telling us that because we purchased a commercial unit for a residence and we are just out of luck because the warranty does not cover a commercial unit in a residential home. I honestly think she's being rude and annoying on purpose. I believe she somehow gets a kick out of being an ass to customers but she is so out of the loop and doesn't ever know what's really going on. How this person stays employed is beyond me. I called KaTom again wanting to speak to anyone other than Ms. Correll and spoke to Dustin. He has been wonderful and amazingly accommodating. The way you should treat a customer that spends thousand of dollars at the company you work for though we're still waiting to see if KaTom is going to let us return the casters without having to pay a 25% restocking fee and return shipping when it was purely their mistake. read more

I ordered 2 Fetco PEL-0301 Frozen Drink Machine on August 27 2021. Today is February February 9th 2022. I still do not have my machines. I got these notices . Anticipated Ship: 10/22/2021 Anticipated Ship: 12/30/2021 Anticipated Ship: 1/7/2022 Anticipated Ship: 1/21/2022 Anticipated Ship: 2/18/2022 I doubt it ships on the 18th. I have requested a refund of 1 machine which is over 2500.00 I was told the refund would be in my account in a few days. I have yet to receive my refund. I will NEVER BUY AGAIN. Now you do what you want to, but learn from my mistake. read more

I would like to express my frustrations here since I cannot get any one at Katom to answer or return my phone calls or emails. Our business ordered a $2,300.00 piece of equipment that is defective. After not getting anywhere with Katom, we reached out to the manufacturer. They agreed, the unit was defective and after they spoke with Katom, I would here back from Katom on how it will be replaced. After countless emails and phone calls, still no reply from Katom. They clearly took our $2,300.00 and left us with a unit that has never been turned on or used. I would not recommend this company for ANYTHING. And if the owner, manager or who ever from Katom reads this and wants to reach me, here is the order # 2534791 read more

This company is terrible. I ordered a round pizza peel that was in stock. When they finally shipped my order weeks later, what arrived was not what I ordered. OK, these are difficult times, everyone makes mistakes. I contacted customer service and sent them pictures of what was sent, they responded immediately, and that someone would reach out. Silence for over two weeks, and then after a view "what's going on" emails from me, an email requesting I send the pictures again. I did so, and once again it's been crickets for weeks. Two months in, they have my money, and I don't have a pizza peel I can use (the one they sent that I didn't order isn't a useful size for me. Poor quality controls, lack of follow through, and terrible service. Don't order from them. read more

Placed an order back in March . One of the items came after two months. When I called to find out about the rest they kept telling me someone made a mistake or that the item was going to arrive an this date and ship next week. After 3 and a half months I called a fourth time only to be told they don't even have the item and that they would figure it out and will call me. That was two weeks ago. read more

Have ordered a Metfer pan twice, no confirmation of order, called customer service, no record. Think I may be losing my mind, but rest assured it was ordered twice. I am still receiving their marketing emails. Think there may be something wrong with their online ordering system. read more

I ordered this table in June 2018. was told by Katom it was on back order for 2 weeks. I said no problem. 3 weeks go by and nothing. I finally called them. They tell me another month. Apparently they are just the middleman and order stuff for you to other companies. Super bad business, I will never use them again. !! And I don't have a table for my new restaurant opening.... read more

In response to KaTom's response here (below): -"Orders typically ship one to three business days" ---I ordered on 7/11; I never received a response and reached out ten days later on email; no response. --Called on 7/20 and was assured that I would receive a call from Maya because the manufacturer was closed (though during business hours) --Called again on 7/21and spoke with Chris and again the manufacturer was closed (during business hours). He assured me it was cancelled. --7/27, I get a text from KaTom saying my order shipped. Spoke to Kristen who then put me in touch with Jaime, your supervisor who acknowledged Chris made a mistake, was new and never marked down the cancellation. Jamie, after directly asking her to do so, said she would call the delivery company. Nothing happened and never got a tracking number/details so that I can call and refuse delivery. The item as I explained is not getting delivered to me. Feel free to prioritize my actual cancellation and not yelp. 7/28/2020Michelle, we apologize you feel that the service you received was unsatisfactory. I have reviewed your order and do see that the item that you ordered typically ships in one to three business days which means your order shipped two days after the estimate date. One of our agents did speak with you on the phone on the 21st, but at the time you called (around 6pm) the manufacturer was unfortunately closed for the day. When we spoke to you again the following day, your order had been processed for shipment. We have requested that the order be stopped and returned to the manufacturer's facility. I will follow up with an email to provide more in depth information. Thank you for your feedback and I look forward to coming to a quick resolution. read more

I bought a Griddle at the katom.com webstore on 04/27/2020. Today, 06/16/2020 I still haven't received my equipment, which was properly paid on 04/29/2020. I have already contacted this store at least 4 times and they always inform me that the product is on its way for delivery. To improve the situation, this store has blocked access to its website by IP address. Worst store I've ever done business with. It is no longer a case of disrespect for the consumer, it is already becoming a case of police. read more

Chef Supplies by KaTom - I tried to access Katom.com and received this message. - Restaurant Supplies Near Me - Kodak, Tennessee

We purchase a $900 Blend Tech Stealth. Used it once and motor blew. We called Katom and they refused to exchange it for a new one. They said it's a warranty issue and that we need to deal with the manufacturer. Way to back the products you rep Katom. Terrible customer service. Terrible company. Their 1 star ratings are telling. I never post a bad review but this is ridiculous read more

Wish I had come here first. Similar issue as with many who have posted here. Issues with credit card denial, followed by several emails of trying to verify who I am, followed up a denial of the verification process. I asked that my order be cancelled if I did not pass the verification process. So no verification and my cancellation should have been enough for me to believe there was no transaction. Oh the trusting me. After ordering the product elsewhere, Katom decided to approve my purchase and shipped the product. So now I have two products en route. The team of Olivia and Ashley in the Ordering Processing/Fraud Prevention were of little help in returning emails or phone calls in the verification process. They were good at not giving me any help as to the status of success or failure to verify. Customer Service however was very pleasant when I was able to connect with someone. They got the order returned for a small 25% restocking fee. Ok fine, high restocking fee, but the existence of a fee is not unheard of. The next issue was time. The above action was the first two weeks of January 2020. Not until Feb 27 was I able to get someone to talk to me about the credit back to my card. Then it was not until I disputed the purchase on March 13 that I got any action from Katom, which was on March 17th with a credit back to my card less the 25% fee. So now do I call B/S on the fee because we never really had a transaction after being notified that my card could not be verified, twice? Or do I eat the fee as a scar to check out online retailers before making a purchase? I see a representative of the company or even he may be the Owner responding to the reviews every now and again, so we'll see what happens here. For reference my order #: KT11981276 caveat emptor read more

Ths company is a Joke. Say they have items in stock and will ship in 1-3 Days Reality will ship in over a month. stick with you brick and mortar store, online isn't for you. read more

Stay away, One of the worst companies in the restaurant industry, Sent me a different item from what is pictured on their site, cheaper quality, and different size. Request RMA charging me a 25% restocking fee. They make it difficult to even process a return. Thank GOD it was something expensive read more

Chef Supplies by KaTom - Restaurant Supplies Near Me - Kodak, Tennessee

I posted on 6/6. I got a response from "KaTom" "business owner." There's no way to respond on Yelp. No contact info was provided. This is my response. I was able to get through. And I communicated with several people. So it wasn't a problem of your phone system not working. It was a problem with the response I got from company representatives. The order number was KT12038641. I want to personally return the item, 15 3/4" Black Carbon Steel Frying Pan w/ Solid Metal Handle, KaTom #: 347-062008, by driving to Matfer Bourgeat's warehouse in Van Nuys, California. I want to hand it to a warehouse rep. At the same exact time and place, I want an MB rep to hand me, in exchange for the returned item, a Matfer 11" black carbon paella pan (MB inventory number 062051) as my preferred choice. If that's not possible, my second choice would be to exchange it for a smaller Matfer frying pan (MB inventory no 062005). A Matfer Bourgeat representative specifically told me that they would be willing to do it, but that KaTom needed to specify this information. After accounting for the restocking fee, the balance would be sufficient to cover the price of the frying pan. As I indicated above, I would much prefer the paella pan. I really hope you can help. And that you fix your process of communicating professionally with your customers. read more

I recently bought a 20 qt mixer from them online. They were helpful when I called to find out where and who was handling the delivery. The delivery went off without a hitch, the mixer seems to work well and I am happy with what I bought. Am thinking of buying a larger mixer, same brand and hope all goes well. There are lots of negative reviews and feel compelled to say my experience has been great. Have bought other smaller items and everything has been good, both in shipping time and product. I will continue to use them. Thank you KaTom. read more

They don't even deserve one star. This outfit is obviously run and staffed by incompetent morons. I was sent the wrong products and it took 6 weeks to get a return authorization from them for their mistake. Luckily I was able to dispute the charge with my credit card company and get my money back. If you like wasting hours of your time writing countless emails, holding on the telephone 30 minutes at a time for customer service to pick up and driving to FedEx you will love this place. I WILL NEVER USE THIS SUPPLIER AGAIN!!! read more

This is a first rate company that offers top quality US made restaurant equipment. Great prices and fantastic customer service before and after the sale!! read more

Awesome service by Katom Ordered the true fridge /freezer/All came on time Thier follow up is great with tracking number on items shipped Great Company if they keep the same standard in future Will be back read more

Katom was horrible to my new business, I ordered a 8 foot cooler , and when I ordered I explained I needed it ASAP as I was due to open my business, I excepted their quote and shipping cost,and proceeded to pay, . The next day they held my order back saying it was a suspicious order, so I sent them my bank statement as asked, so I lost a day, the following day they called me n said they misquoted shipping and instead of the 515.00was quoted the new shipping was 1100.00dollars on a 2,300.00 cooler!!! Needless to say I cancelled order and it put me a week behind, Katom is horrible and offered no apology, and I am deeply disappointed , I wish I can offer negative 5 stars read more

Buyer Beware Katom is not a reputable company, they sent me order after I cancelled it and now they want to charge me to ship it back to them along with restocking fee. I said NO!!! I have Credit Card Company on there backs. read more

Ordered banana boat dishes that were showing in stock. Received an email confirming the order was processing. 3 days later I receive the following email: "Since this is a 3rd party shipment, tracking may be delayed or unavailable. We will update you if any information is received." So I called and was told they had no idea when the dishes would be in stock but they had 96 ordered. WHAT?? They show item in stock, take your money and then you are just suppose to wait and maybe sometime in the future your order will arrive? The rep said she would refund me and let the IT dept. know to update the page but the website still shows in stock. read more

We had an issue with our John Boos work table upon its arrival. The table is 30x60x48 with a solid wood butcher block top and a metal shelf at the base for storing pots and pans. Once we finished screwing in all 4 metal posts to the top, the next step was to slide the metal posts through the rings of the metal tray, tighten and done. Unfortunately one of the metal rings was just thick enough so the final metal post would not fit through. At first working with customer service was a bit challenging. We spoke to different people each time we called for an update and seemed to be going back and forth for a few weeks, but in the end they came through for us. They were able to supply us with a new tray and it even arrived earlier than they expected. Our table is now assembled properly and proudly displayed in our kitchen. read more

Paid for Town steamer set on Sept 11, 2020. Still have not received it. Several emails asked for a full refund. and I never heard back. Very bad customer service. I filed a claim thru PAYPAL read more

We purchased tray shelves for our thin crust pizza to go on. The rep assured me that these shelves would work. when I got the shelving you couldn't even fit a piece of paper on the shelves because they were so close together. When I called to return the shelves they told me it would cost $72 as a restocking fee and I had to pay shipping. Don't waste your time trying to talk to a supervisor either because they won't do anything for you. read more

I've dealt with Katom before with both large and small restaurant orders. Unfortunately I won't again after this encounter. I ordered replacement gaskets for my refrigeration. They asked me for model and serial number so the correct parts was delivered. I supplied and guess what. The wrong part sent. I took a while to install and realized the mistake. I contacted them several times and was told that since it's outside their 30 day refund time. They can't or wonton help. But I can place order for correct part. It's their error and I'm stuck with a wrong parts. There are plenty of other restaurant supply companies online most of whom treat their customers better. You've all been warned. read more

Had reservations ordering due to the low rating and comments regarding Customer Service. Placed a relatively small order as a test. Received prompt email confirmation and subsequent notification of shipment. Email noted that half of the order would be delayed. First part showed up, then 2nd part two days later. Everything arrived in fine condition (Lodge cast iron). Found that the prices were very good, shipping costs were reasonable and items were well packed. Overall, I had a good experience and will return as a customer. read more

Wow, unless you doing a in person transaction and have physical access to someone, EVERYTHING about the problems with their online/phone order sales and service written here is accurate. No one is empowered to solve a problem, no one responds to emails even when that is their direction on how to resolve problems. Chat will have you call in. Calling in gets you on hold or to a voicemail, maybe 1 out of 10 times I was called back. I once got called back when an agent was available and it just put me on hold, after 5 mins I hung up. You might be looking at this over another online dealer like webstaurant because they dont charge sales tax (hello state and irs taxing authorities - low hanging fraudulent fruit over here), but go with another dealer. Ordered online - fraud alert emails, respond according to their direction, 2nd and 3rd fraud alert, responded by emails according to their direction. No response, so I called, no call back. On my third call I finally got to a rep - confirmed my address and ensured all was good to go. Next day - fraud alert emails start again from them, no response from returned emails or call back requests/voicemails. Finally get to another agent after calling daily. Says the pending charge on my credit card is only on my side and not theirs, they need to re-run my card. I have to wait a week until that clears off my credit card - a process their bank will initiate when voiding a transaction but they can't actually provide any detail if or when that is happening. Pending charge falls off my CC. Call in multiple times, finally get to someone. They re-run my card and ensure me its good to go, so we hang up. I get a call back (very surprised they did this actually) and then get told their system crashed immediately after we ran my card. Now it is showing "void" on their end and they need to re-run it. Their agents wanted to charge my credit card twice - they wanted to try this multiple times. I would not allow it as my CC still had the original as a pending charge. More fraud emails from them. I eventually call to cancel my order, after explaining the issue I say look if you can't do anything to help this process or even give me an hint that you would appreciate my business, then cancel it. Phone agent ensures it is cancelled. A week later, no confirmation of cancellation. Still pending on my credit card. I chat an agent. He says it ISNT cancelled, just requested. Their "in house" department has yet to get to approving the cancellation - that was not what the phone agent told me, and also how long does that take. Chat agent says 3-5 business days. It has been 6. I relentlessly press him on how the process works to cancel, who approves it, why cant they work with other people at their company, and if he has not ability to help with this problem then get me to someone who is able to help. He respond with run around and eventually tells me to call in. The same process Ive already done without any resolution. I call in. Tell the admin to get me to someone that can actually solve my problem, not a rep, not an order specialist, but to someone who can understand an issue and has the ability to solve it. She is frazzled and says one second, puts me on hold and eventually I get sent to another voicemail. I started this in March, it is May. I dont know if Tim Bible went from natural causes or some angry belittled customer, but we can take peace in hoping the same happens to Patricia. (sorry to spoil the review with such apathetic hate, but fuck em.) read more