KaTom

I ordered a Vollrath Carbon Steel Stir-fry pan on May 19. The item was listed as "Typically Ships in 3-4 Business Days". The following Monday I checked my order status and it hadn't shipped. I took a look at the product page and found that the ship information had been changed to "Typically ships in 9-13 business days. Since Monday was a holiday and not a "business day" I waited until Friday (9th business day) and contacted customer service. I was assured the pan would ship that day and I would receive an invoice and order confirmation that afternoon. I wasn't surprised to NOT receive a shipping notice or invoice.

I contacted customer service again and was told the warehouse shows a quantity of one listed in inventory but couldn't find it. But, the customer service rep. Told me they had a non-stick version in stock if I wanted it. A non-stick wok? I don't think so. If seasoned correctly carbon steel will form it's own non-stick coating that is much better than teflon and safer.

I wish I had seen these reviews before ordering. I've wasted two weeks waiting on a stir-fry pan/wok that was never available. KaTom's had the lowest price advertised online but having the best price is not worth anything if the item is not in stock.

Two weeks of waiting and I had to contact them to find out there was a problem! How do these people stay in business?

I wish i saw this all review before i placed the order. I placed the order by phone after received the email quote, i make sure if i can rcvd the order by the end of the week, salesperson told me usually will rcvd in 3-4 days which is perfect. I really need my item by end of the week, so after i place the order by phone i called and online chat twice to make sure my item will shipped out on the same day, after i rcvd tracking number the delivery time is more than 1 wk instead of 3-4 days, which is not work for me. I online chat and told them need to cancel, but she told me i can just refuse the order and pay for restocking fee! I said the item still in TN, you can just call and ask them not to deliver to NY.
Salesperson NEVER told me about restocking fee. Even though there is restocking fee they only can charge me if received the item or i open the box. I NEVER rcvd my order and the order NEVER LEAVE TENNESSE to NEW YORK., they charged me 25% restocking fee and $45 lift gate for item that i never received!
The WORST thing they charge me $797.90 and they refunded me ONLY $ 261.30 (i have to keep chat and asked for refund for many times!)for item that never shipped out of TN to NY! Katom stealed my $536.60 for item that i never received! Im working with my credit card company and will reach consumer affair!
T

JR has great customer service. Great knowledge of product! Super quick to respond with help. He is my go to guy! Thanks for all your help!

Don't buy stuff from them they have such poor customer services i Oder blender they deliver on the street never get them get charge $1400

I recently purchased a Mo Tak ice machine from Katom for my restaurant. After it was unpacked the plumber came in to run the water lines. Turned on it barely makes any ice, about the size of a bag you get at the grocery store. I called Katom and requested service. I was told they don't handle service or warranty and gave me a # for the "manufacturer". I called and got an answering machine and left a message friday morning. No one returned the call. I googled the manufacturer of Mo Tak and it made by Katom. It is Sat now and I called Katom and was told the same - I need to call the manufacturer and when I pointed out they are the manufacturer and told the rep that I would like to return it. She said I could return it only if it was "unopened, in original packaging". There is no way to tell if it is defective if you cant plug it in. She said she would tell the manufacturer (which is katom) on Monday and someone would get back to me with a phone call, not a repairman. This is unacceptable for a brand new appliance right out of the box. I will purchase a better brand and most likely take them to small claims court for this machine if they dont take it back.

999-PKU0155FA 26"W Full Cube Undercounter Ice Maker - 165 lbs/day, Air Cooled, 115v
MoTak PKU0155FA-161 26"W Full Cube Undercounter Ice Maker - 165 lbs/day, Air Cooled, 115v

KaTom #: 999-PKU0155FA

Qty: 1@ $1,649.00

Item Total: $1,649.00

I would strongly advise any serious consumer to stay away from this place, even if their prices might look good. Honestly I am a regular at Webstrauntstore.com and I was always skeptical of this place, but I figured I'd give them a try this time because they were substantially cheaper than Webstraunt. 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!

Untrustworthy! Delivery in 1-6 working days after payment it is two months!
No answer to emails on the phone you just get ripped off!
God beware

I ordered a $350 item, but they kept claiming that my purchase was "flagged for verification".

At their REPEATED request, I did send them pics of my ID and passport, as
Well as my credit card, with important info obscured, but REFUSED to
Send ANY "screenshot" of my online banking.

They kept insisting that I send them SCREENSHOTS OF MY ONLINE BANKING!

Are you KIDDING ME?

I did send them pics of my ID and passport, as well as my credit card,
With important info obscured, but REFUSED to send ANY "screenshot" of my
Online banking.

So I re-ordered the item, on their online system, using another credit card, and they again insisted on screenshots of my online banking. I told them to cancel both
Orders...

THEN they told me to "disregard" the charges on my credit card, as they were only "pre-authorizations".

Sorry, but doesn't a "pre-authorization mean that MY credit card company is willing to send them the money for the final purchase amount? WTF?

I wouldn't touch this company with a 10' pole. I wouldn't be at all surprised if they were prosecuted for something or other.

My order took 12 emails to complete and then arrived wrong with billing issues, and was a surprise when it arrived as I was told it was canceled.

A few weeks ago a customer of mine emailed that they needed some coffee air pots so same day I got on Ka Tom's website and placed the order which came to $221.41 with shipping. A couple hours later if even that, my customer informed me they didn't need the air pots after all, so I quickly called Ka Tom to cancel. I was informed they couldn't cancel the order as it already shipped and was advised to simply refuse delivery once UPS brought it which I did. About a week later I still had not received a credit to my card so I opened Live Chat with Ka Tom explaining what happened. I was told once they received and inspected the return they would issue a credit minus the shipping cost and a 25% restocking fee. I was flabbergasted at this and explained that I was a repeat customer having made 6 previous orders totaling about $2230. I pointed out that Ka Tom shows on their emailed invoices that "Here at KaTom, our dedicated team strives to make every shopping experience excellent. If you are unsatisfied with your order or have any questions, please do not hesitate to contact the KaTom Customer Appreciation Team" I said given that I'm a repeat customer, charging me a restocking fee is NOT appreciating my business. The rep then said they could assess a 10% restocking fee as opposed to the usual 25%. This with the shipping fee came out to $45.26 that I lost even though I called same day to cancel. Being a repeat customer apparently doesn't matter to Ka Tom. Seems they wanted that restocking fee and shipping charge more than future business with us which would have come to much more than the $45. When they emailed me the credit memo, the bottom of their email shows they're a GSA contract holder. This seemingly explains part of their somewhat apathetic attitude towards us smaller customers. Fortunately Ka Tom has competitors from which I also order and who in the future will certainly be receiving business that would have gone to Ka Tom.

I am writing this review to let people know my BAD experience with Ka Tom Restaurant Supply.
Basically, DO NOT ever deal or buy anything from Ka Tom, their customer service is nonexistence!
On 05/05/2, I had ordered a freezer from Ka Tom online store. The order was worth $1364. I started to use it on 05/25/20. The freezer was working fine until 07/20/20. I used it for less than 60 days and it broke with no reason. All my product in the freezer that cost about $1000
Were spoiled and I had to throw them away immediately.
I called Ka Tom customer service more than 15 times and left detailed messages. I got no responses until I left a bad review on Ka Tom Instagram on 07/26/20. Katom replied and deleted their own apology. ( I kept the screenshot as the proof)
A lady named Kattie (not sure how to spell her name correctly) called me right away and said (after consulting with her manager) she would able to help me to send the technician to my residential address and will get back to me as fast as she can.
BTW
It turned out, that was an empty promise.
I called her many times since then; she never returns my call – MIA!
I am in urgent need for another freezer. I don't have any space for this freezer anymore, I asked them to take it back. Wrote them a letter and left them messages, but no responses until today 08/22/20.
On the letter to Ka Tom, I wrote:
"If I can't get any solution for repair by this week July 30th, 2020, I would like to return this freezer ASAP so I can get a new WORKING freezer from another supplier.
I am waiting for a prompt response. Please call me at your earliest convenience to discuss either option to repair by July 30th or arrange to move and send back the freezer from my place by July31st, 2020."
This is the WORST experience I had with any restaurant suppliers. The longer I wait for KaTom to response, the more I lose money daily.
I am writing this review to help small entrepreneurs in the food industry like me to avoid frustration situation like mine.
Thank you for your time reading my review.

I recently as January 2021 purchase $14,000 worth of arctic air equipment from kaTom upon receiving equipment you're forced to sign before the freight carrier will bring the equipment off the truck for inspection. Once you sign and they bring the equipment they can only bring it as far as the front door, so I got the equipment inside and begin to Take it out of the box we noticed that there was damage to the equipment we also noticed that there was some type of Welding Sauter material On top of the refrigerators which indicated that someone had recently done some type of work I immediately started taking pictures while calling KaTom on the phone to explain to them what was going on they gave me an email to send the pictures over and asked me if the equipment worked. I told him I didn't know because we had not plugged it in and I just wanted a refund I was instructed to plug the equipment in to see if it at least worked and I did so, one of the refrigerators was very loud and the other the on off switch was broke so we could not turn it on again I demand a refund they said that they will send me over a freight claims form which I didn't understand why because there was no damage to the exterior of the box of either refrigerator clearly the damage had been done prior to packaging both of these refrigerators in three months I've had four service calls and I am still demanding my money which I have yet to receive I've contacted my attorney and we're prepared to file a lawsuit as well as a complaint with the Illinois state Attorney General the Tennessee Attorney General the Minnesota Attorney General and any and everywhere that KaTom and arctic air does business please do not do business with either of these companies as they lack the key ingredients to a good business Which is integrity