KaTomReviews 227

Stay away, usually I order my refrigeration, for my business through webstaurant, and some smallware from katom, this year I decided to order through katom, the worst decision I have ever made, the left hand doesn't know what the right hand. Is. Doing been waiting for a refund for over 2 weeks on a unit that the. Manufacturer already deposited the money on katoms account so I can get reinbursed called many times they said yes, we have your refund amount we will get back to you tommorow, it's been 2 weeks I haven't heard from them nor did they mailed me.my refund amount

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 ordered a trash can in May and it is August and I am still trying to get the correct lid. Sarah Huffaker in returns is very unprofessional and doesn't respond to emails. I have spoken with charles, Leslie and Rachel and they all said something different and never did what they promised. Jamie in Returns has been the best so far. I finally received my RA so I can return the lid. Jamie looked up my account and said, 'What is she waiting on?" she said, I don't know, but you will have the RA in 5-10 minutes and I had it as she promised. Thanks Jamie you are the Best! I will never order from KaTom again and I will advise my family, friends and co-workers not to order! I ordered the correct lid from Amazon with no problems! I want my refund! This company needs to go out of business ASAP!

PLEASE PLEASE do yourself a favor and NEVER purchase from this company. If you receive exactly what you wanted without issues, count yourself lucky. But should there be any hiccup in the order, they literally do not care. The customer service (if you can get ahold of them), treats you like you're a giant annoyance. Here's our story: we bought a True refrigerator from them, and as soon as it arrived, we knew immediately we had ordered the wrong size (we couldn't believe we did this, but we did)! We didn't even open it! We quickly called Katom. They said if we used their shipping company and purchased the right item from them before the return was processed, they would "likely" not charge us the 25% restocking fee on our original order. It cost us $600 to ship the item back. They returned 75% of the original item cost but there was no mention about getting credit for the 25% restocking fee. Huh? And, despite multiple emails and phone calls, there was no response. One day I finally got ahold of someone and they said they'd look into it and call me back. They didn't. So, I just started calling them non-stop until someone finally was willing to help me. Turns out there were "scratches and a dent" on the returned item when they received it. Really? But we hadn't even opened the box! But, I guess we're the suckers. They got two large purchases from us AND a 25% restocking fee. We got a $600 shipping bill and a 25% restocking fee. It was a very costly mistake. Never again Katom. You are definitely not customer centric. You suck.

Never order from KaTom Restaurant Supply, Inc.! Ordered 4 items on 07-23-20 and 3 were reported via email as "shipping soon". They charged the full 4 item shipping amount of $29.50 on the item that did ship. The item cost us $1.83 and weighed about 2 ounces with package. Called them on 08-01-20 to check shipping status and spoke with Katie to learn that the 3 items are back ordered until 12-31-20. Instructed Katie to cancel order and credit shipment on the 3 items. Still no credit as of today, so called and spoke with Bethany, but no help. Spoke with Bethany's supervisor (Sarah) and then it went south. Get this: They want to charge $9.34 for shipping the ~2 ounce item and said it will take 9-13 business days after the cancellation is processed by credit department to see the credit on my credit card statement. Sarah was very disingenuous and would not flex and compromise on the $9.34 shipping cost. I would never have placed an order for $1.83 item and paid $9.34 for shipping when I can buy it locally - I just decided to add it to the order for convenience. They are also communicating false statements by saying the other items will "ship soon" while back ordered for months with no update. Buyer Beware! Tell as many people as you can to stay away! Report them to your credit card company and PayPal.

I placed an order back in March. I got one of the items two months after order was placed. It's been 3 and a half months and the other items haven't arrived. 3 times I've called and they tell me it will be delivered in a week. Two jerks go by and still nothing. The fourth time a lady told me they didn't even have the product. Didn't offer a refund or anything. She said someone will contact you today or Monday. It was a Friday and that was two weeks ago. I should've check the reviews before buying from this company.

This company never responds to my phone calls, emails or chats. I have been attempting to return some items that aren't going to work out with my business. I have been trying to get a response for over 30 days. Their phone lines are always too busy to answer my calls. They have a ridiculous returns process that requires the customer to wait until you receive an email back from the returns department "in 3-5 days" after you contact them. It has been over 30 days. The chat agent seems to be a bot so that avenue doesn't help either. I have never experienced this degree of substandard customer service from an online retailer before KaTom. Save your money and do not order from them!

Stay away if you can. Ordered a filter for ventless hood on May 20th, did not receive tracking until May 28, only to notify me that the product had already been returned to the shipper. Spoke to the rep after 40 min of wait on the call, could not explain why product was returned to shipper. Offered to reship it to my address. No emails whatsoever after the call. Emailed them a couple times regarding the shipment. No response.
June9th, finally able to reach the rep with another 40ish min of wait, was notified that they had not sent out the shipment. Speechless! Requested to cancel the transaction, yet was told to wait for the refund rep to call me back regarding the cancellation which normally take 24-48hours. Another blow! It's been 48 hours, no surprise, no call from anyone.
Immediate after the call on 6/9, I placed an order from another online retailer and already received the product today 6/11. With KaTom, three weeks of waiting, nada!

I ordered 3 sets of wine glasses - which I never received. KaTom wrote & said shipment was damaged & returned to them. Next they said it was delivered & signed for. Then they said shipment was returned to them because it was damaged in transit. I asked to cancel order & get my money back. They said that couldn't be done until they checked with FedEx about their claim for damage. I told them they have shipment which I never received - but they said that there would be further delay so they could verify. I spoke with Sarah who said she would confirm that they had the returned damaged goods & would process refund. I never got any email from Sarah or KaTom.
Particularly frustrating because it is next to impossible to get through to them.
This is a dishonest company. Wholly unreliable. Someone should contact the owner, Patricia Bible, to complain - but she is probably the mastermind of this horrible business practice. STAY AWAY AT ALL COSTS - OR IT WILL COST YOU.

The worst in the business. I ordered a Watts water filter from them. It didn't arrive for 10 days, so I called. The lady on the phone rather snotty, said it was a 3 week lead time... It arrived, from the manufacturer after 3 weeks. Wrong item. KaTom only offered to "contact the manufacturer" on my behalf. Long story short, it's been over 7 weeks since I ordered from them. They won't refund my money, they won't return my emails or calls. They say that since I ordered through them, I can't even talk to the mfg myself, as it is on "their" account. Bottom line... they have literally refused to do anything for me. They have stated: "when we hear from Watts, we will contact you." They have done nothing, and they won't refund my money. Their phone person puts you through to a vm, that takes your info and says they will call you back... They NEVER call you back.