KaTom

I wish I had read these reviews earlier. I ordered a replacement part for a Crown Verity grill. K-Tom sent the wrong part. I provided copies of the order and the filled order clearly showing they sent the wrong part. The company policy is that I must pay for return shipping and a $25 restocking fee. Unbelievable.

They charge a 25% restocking fee on a.m blender cup and make the consumer pay shipping. I can get paying shipping but RIP OFF COMPANY

I was a loyal customer for years and bought many large refrigerators for our businesses. I ordered a fridge that turned out to be the wrong type - my fault. I tried to return it, but they told me it had been discontinued by the manufacturer and that I can't return it. When I complained, they simply stated that it said in the terms that discontinued merchandise can't be returned - however, they never stated that it had been discontinued and quickly removed the ad from their pages.

I have switched to Elite restaurant supply.

Absolutely shameful customer service. First time EVER leaving a negative review for any business and sadly this business needs to spend more time teaching staff members the importance of returning phone calls and email.
I spent $4,000 on a hot dog roller, bun warmer and ancillary equipment in July. Sadly, the wrong item arrived. I've spent 3 months sending countless email and VM only to be finally told today that if I plugged it in, which I did then it will not be able to be returned and they will know because the tab will have been removed.
Believe it or not, I was told that I should look to sell it close to where I live. Really?
First time purchase and last time purchase. I'm a small start up cafe in Austin, TX and this is an absolute embarrassment to customer service and how to treat a customer.
Think before you make a purchase from Katom.

Thank goodness I did not follow the negative reviews on here. Ordered a 7200. 00 True freezer for my restaurant. Shipped fast within one day and arrived across the country in perfect condition. Zero issues. Nice job Katom. My experience was great.

I bought a tabletop, but it was delivered with flimsy cardboard packaging and had smashed sides. I reported the problem and they sent me another to replace the broken one. Meanwhile, I asked for instructions about the first, broken top, but I never received a reply to that. The second was delivered broken but I was able to refuse that one. I told then I would like a refund but now, two months later after being promised "the check's in the mail" several times I am left with nada.

We purchased a two oven-6 burner- 24 inch Giller. Both ovens pilots stop performing, ( $2700. 00I called for warranty repair and the service was outsourced to a repair shop in Northern Arkansas which never call to make a service appointment to repair our purchased appliance. I've made several calls to request warranty repairs and I temporarily closed my restaurant awaiting service. I've been closed from August 28,2021 until present because I cannot get professional service repairs to a product under warranty. I'm disappointed with the service repair dispatch. I'm loosing money and employees because we cannot serve our regular menu, which the oven is a big part of our menu preparation. Unhappy Customer!
Magtownllc Magnolia Arkansas aka Jabari's Grill and Soul Food!‼
Make sure you purchase American Products so you will get local serve warranty repair service!

Initially frustrated with the service I was receiving (something all too common in todays' overly digitized business world, regardless of the industry), and unsure of where to turn for help, I realized that what I needed was a 'friend'; that is, someone knowledgeable about the company's inner workings, wit a willingness to tackle the problem head on, the experience to recognize and navigate past obstacles, and a dedication to see things through to a positive and satisfactory result. Perhaps most important, however, was someone concerned enough about my problem to lend a sympathetic ear. These are not only the qualities found in a good friend, but are the very essence of what is required to provide top notch customer service. Such was my ultimate experience with Katom Restaurant Supply. Sincere thanks to my 'friend', Customer Care Manager, MK!

If I could give them a negative 5 I would. I Ordered a freezer and was sent a refrigerator. I should have checked the invoice before I opened up the cooler. When I opened it up I realized it was a cooler not a freezer. Tried to send It back. They said once you open it up you can not send it back. That is Katom's policy. Now I am stuck with a cooler I do not need.

This company has very poor customer service as well as several inefficiencies when meeting customer demands. I will suggest boycotting this company especially if there's need of urgent feedback or promp delivery.

This company absolutely sucks. The freight specialist said the dent in the fridge wouldn't affect the use of it and only offered credit for it. And he was trying to close the case if I didn't answer fast enough on email even though he didn't email me back for days at one point. And the website drops the price of the item you buy and the company won't even do price adjustments and the freight specialist told me he didn't know what price drop I was talking about and did nothing to help me with it. And he doesn't even email that professionally. Such a negative experience with this company. Every step of the process just sucked. I would not buy through this company ever again.

If you're not familiar with these glasses; white wine lovers must check them out! I ordered a set of (8), and two arrived shattered. I called customer service and they assured me replacements would be shipped out right away. The factory inadvertently shipped me another box of (8) and when I called to let them know, my customer service person Kaitlyn Holloway assisted me immediately. Rather than ask me to ship the additional (6) glasses back, Kaitlyn told me to just keep all (8). This is what I call first class customer service!
Mark
Dallas

Mike took my order carefully, answered all my questions. I enjoy reviewing items on websites, BUT prefer to order by phone. Usually questions then answered faster!. I feel confident my order will arrive fine. I give full 5 stars rating.

Company uses 25% restocking fee to steal from it's customers. I'm a long time, repeat customer who planned to buy over a dozen commercial microwaves from Katom in 2023. Customer service reps fabricated a story that declined a delivery. I worked with Lyndsey Parrott and Hauna Whaley who seemed understanding, but stopped returning calls and emails. The experience has been completely unprofessional and shows them living up to the poor online reputation they rightfully deserve. The deals might be worth it short term, but stay away from this company and save time, money and a hassle in the long run.

What on earth? Ordered one cheapo thing that I could not find anywhere else as a gift. Got sent to the fraud department, and I had to explain who this purchase was for? Baby, I have been buying things for decades. I should have told them it was none of their goddamn business, but I'm not quick enough. Can't believe they're such jerks to everyone!

I purchased a commercial oven, plus a set of casters and other accessories, from Katom. They shipped the casters and other items immediately but told me there was a short delay with the oven. I had to continuously call them for updates regarding the ETA of the oven, because they would never provide updates. This went on for 1 YEAR, before they finally said they will never have the oven. So they suggested an alternative model which I settled for because I couldn't wait any longer. At that time they also assured me that the casters I originally bought would work with this new model. I was not actually able to install the casters for a few months after receiving the new oven, but turns out they did NOT fit this model. Customer service refused to exchange them for the right casters because it had been over 30 days. I wasn't even trying to return them, just exchange for another set that was the same cost. And they were unused in original packaging. So in the end, they lost a customer and thousands of dollars of future sales because they refused an exchange of $100 casters. As a business owner, I can't even imagine their reasoning and poor decision making.

I ordered a $400 utensil sterilizer to store service spoons and spatulas between service and they sent me a cereal dispenser. The shipping dept argued with the sales person and refused to believe that they made a mistake.
I sent countless pics of the box, shipping label and wrong product and it's been ore than 3 weeks and I still don't have a resolution or my part.
This company SUCKS BALLS!
I couldn't send my review unless I gave a rating but in my opinion and experience they don't deserve any rating but below 1

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

I purchased a Ice Machine. A MoTak Lunar-150 from KaTom $1,699.00. If your a Residential Shopper KaTom isn`t for you. I found out KaTom a third-party seller doesn`t require the equipment they sale to have warranties for their residential customers.

I ordered a single piece in late September. Still hadn't received it by January 1. When I tried to cancel the order in early January the only response I got (several days later) was that it had "already" shipped. When I called to reiterate that I had tried to cancel the order, the first customer service agent replied that she HAD SEEN that I had tried to cancel the order and even apologized for the mishap. Later reps denied there was any attempt to cancel the order prior to Jan. 10. What a SWINDLE! I don't want to give them even 1 star.

KT*******
I've placed an order for supplies at beginning of June 2022 and still haven't received anything yet. I've called and talked to Katelynn and Barbara Ext. 3147 several times and they promised to call back but never did. Barbara promised to either call back or email me back for solution but never did. Katom is a dishonest company to do business with because they allowed their employees to scam others for money by pretending to be a supplier but in reality it's just a big SCAMMER.

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

Even though the reviews scared me about the return and calling back process I was already getting myself worked up on the call I was about to make. Luckily for me I got Sarah and she was a wonderful help and I hope to make future purchases from them again.