KaTom Restaurant Supply Reviews 230

Placed an order last Dec 24 worth 1.5K and transferred the payment via ACH for the storage delivery. They send an email confirmation of the shipment on Dec 29 that it was shipped but there was no full transparency that the goods will be shipped in two batches. I got the 1st shipment last January 8 and the 2nd shipment hasn't arrived yet until this time.

I have placed 3 orders with this company totally over $10k. The first item was an egg poaching machine. It was 3k and said it would ship immediately. It took 62 days. I needed a bagel toaster- they were the only ones who had what I needed. It was 2k said ready to ship came in 6 weeks and when it arrived it was thrown in a box dented and broken. In that time I ordered a mixer- again because it said it was ready to ship- that was on 11.10- I still do not have it- I also returned the Bagel toaster over 10 days ago and I still do not have my refund. I would really avoid this company. They really should be investigated by the BBB. It I will be working with Amex to file a claim but NEVER AGAIN.

BUYERS BEWARE:
I WILL NEVER DO BUSINESS WITH KATOM.
THIS BUSINESS IS THE MOST UNPROFESSIONAL COMPANY I CAN REMEMBER DOING BUSINESS WITH IN MY 80 YEARS.
THERE SO CALLED CUSTOMER SERVICE IS A TOTAL JOKE. THEY WILL TELL YOU ANYTHING TO STALL AND AVOID RESOLUTION TO REMEDY A PROBLEM AND PROLONG A SOLUTION UNTIL YOU STOP CONTACTING THEM. THESE PEOPLE WILL EITHER NOT RESPOND TO EMAILS, TEXTS OR PHONE CALLS OR PUT YOU ON HOLD FOR 20 MINUTES ONLY TO PUT THE PHONE DOWN ON YOU. While placing an order for a cotton candy machine I was talked into purchasing a 5 years warranty for $147 plus tax, my wife noticed that it appeared to be billed twice. I tried calling the sales representative and she assured me that she will look into it and take care of it, but I never heard back from her. I repeatedly attempted to contact her but she never responded, after approximately two weeks I decided to call customer service and I talked to Jennifer Hurt, who assured me it will be resolved and she will make sure it is refunded to my credit card. At the end of our conversation she boldly asked that I write a 5 star review of her performance because she was in a contest with other customer service representatives and she really needed the positive feedback. Like a fool I sent a glowing review of her with the understanding that she was actually going to take care of the refund promptly. After that I didn’t get an email, text or call regarding the refund.
After another week to ten days I tried to call her and left messages on her voicemail but no response. I called again after another few days past and asked the operator to connect me with Jennifer Hurt and I was put on hold for about 30 minutes only for someone to answer and ask who I was holding for but upon telling him I have been holding for Jennifer Hurt for 30 he put the phone down on me. I had enough of their rude BS and sent a email to Jennifer Hurt and stated all that has transpired and I was done with all the stalling tactics and I was going to contact my bank, I also included that I had recently talked to a prior Katom customer who was also double billed and advised that I contact my bank. All of a sudden I get a email response from Jennifer Hurt telling me how she is at that moment contacting her supervisor to make sure that the refund is received. That was two weeks ago and I still haven’t received a response or a credit back to my account. They should call the company Katom Circus because it seems that I have only been dealing with Clowns.
Unfortunately, I did look at KATOM’s ratings on the net which has a 1.4 out of five stars with numerous complaints by angry customers like I am.
I WILL NEVER DO BUSINESS WITH KATOM.
I HAVE SINCE BEEN ORDERING MY EQUIPMENT FROM ANOTHER COMPANY THAT IS TOTALLY PROFESSIONAL AND CARES ABOUT MY BUSINESS, WHAT A WORLD OF DIFFERENCE.

I’ve been trying to return a grease trap for almost a month, and the experience has been extremely frustrating. I have followed up multiple times, but I’ve received no clear answers or resolution.
The only response I keep getting is that they are “waiting for the manufacturer’s return policy,” with no timeline, no updates, and no accountability. Meanwhile, my money is tied up and the issue remains unresolved.
For a business purchase, this level of customer service is unacceptable. I expected clearer communication and faster support, especially for restaurant equipment where timing matters.
Very disappointed with how this return has been handled.

the worst customer service and arrogant.
Stay Away from this Company.

Terrible company. Sent damaged and defective item and wouldn’t pick it up. Wanted us to take it to UPS for them instead of taking care of it like they should have. Terrible customer service. Will never buy from them again.

I ordered 2 ice makers. Both of them were 440-
AM50BAJAD ICE MAKER WBIN AIR TOP HAT
55LB22LB 1151 ADA and i ordered 2
440-HS5061 DRAIN PUMP. Spent over $7,000. I have ordered from them before and have had good success. The 2 ice makers arrived in good condition, however, the physical dimensions of the ice makers did not match what was on their website. They were actually wider than advertised and one of the ice makers will not fit into my existing under cabinet space. I immediately contacted customer support via phone and email. They said they would accept my return however, they would charge me a 25% restocking fee plus I had to pay for shipping. I don't feel that it is fair for me to pay the restocking fee and shipping due to their incorrect specifications on their website. They are slow to respond. Slow meaning i have heard from them twice in over 30 days!!

I'm sure if you go in person they aren't that bad but ordering online is the worst decision you can make. If all is good with your article, let's say it doesn't arrive completely broken and if you don't have a deadline, let's say you can afford a month or two shipping (talking from personal experience) maybe it could be fine. But if you ever have a return for their pieces that always arrive broken get ready for literal hell. I would never recommend this awful dishonest company.

In answer to the business answering here: I tried so hard I sent 10 emails, called multiple times, I can even name every employee I talked to and somehow I got told politely that it was my problem. So sure now you can offer some help publicly we both knows it goes nowhere.

I placed an order with KaTom Restaurant Supply and had a terrible experience. The company charged my card, but never completed the order. I tried contacting them many times by phone and email, and received no response at all.

Three different employees were involved, but none of them helped — I felt completely ignored and cheated.

I have all proof of payment and communication attempts. I expect a full refund or proper resolution.

Be very careful before ordering from this company — based on my experience, they do not treat customers fairly.

I had been having trouble with some of my webstaurant orders- really late stuff, damaged products, so I tried katom.

I placed an order for some cambro containers and it stated that they should ship in 3-5 biz days. Things can get delayed and I didn't need them urgently so no problem.

A full 3 weeks later, nothing. So I tried contacting katom- no reply to my emails, or the chat function on their site. After a lot of effort and headache they say it will be at least a month and offer to cancel and refund.

Over a month now, no refund, and they have stopped replying to my emails - which are just asking where the promised refund is.

I don't understand how they stay in business

#KT13200664 order#

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Update on 10/20

Katom sent me that response you see so I called them again. I was on hold a pretty long while and finally used thier 'call me back ' option. They didn't call me back. They are virtually unreachable and truly don't give a sh!t.

Please don’t ignore all of the bad reviews. Katom has very bad reviews because they ship broken and damaged products that don’t work, and then KaTom will not send a replacement. A brand new product is expected to operate. KaTom is unresponsive, and at times downright intentionally deceptive. Please don’t buy from this company; it should be put out of business. I received a new Scotsman gourmet cube ice machine, brand new, and it will not make ice and it sounds like my diesel truck at idle. When I say it won’t make ice, I mean that it actually makes no ice. KaTom will not replace it, but instead told me to make a warranty claim with Scotsman. Want defective equipment? Call KaTom.

KaTom did reply, and they did replace the first machine they sent (after falsely filing a freight damage claim with the carrier, Averitt). However, my review primarily relates to the REPLACEMENT machine…it doesn’t work and sounds like a diesel truck at idle when it is turned on. They have thus far refused to replace it.

Katom is a garbage business. I ordered a product. $4000. Its only right that they would want to prevent fraud. So give me a call...... No? Send a shady email instead? OK! Shady email from a person I've never met. Worded weirdly telling me that my Name, Phone number, email and address don't match my information..... my email has my last name in the url..... So i call them thinking this is a phishing scam..... Nope. It's real! It screams fraud. On the phone I talk to a guy, nice guy. He tells me everything and says "ill put you on hold and try to figure it all out". When he comes back he informs me that everything is all set and that the order will be processed shortly. "Not sure when but it will be soon" I thank him and we hang up. Two days go by and the preauthorization on the order is reversed. Money is back in my bank account. I go to my Katom account and the order is gone. This company is proudly women owned and operated. I am so glad I didn't but from them. I will gladly go elsewhere and buy for way much more $$$ and have the peace of mind that I'm not supporting incompetent idiots.

I saw the bad reviews but decided to give KaTom a chance anyway. Big mistake they proved every one of those reviews right. This was one of the worst shopping experiences I’ve had. KaTom told me they “couldn’t verify my information” and demanded I either pay through ACH at my bank or wire transfer with an extra $30 fee after I have completed the web payment. Even after I called them directly to confirm everything, they still treated me like a potential fraud and asked me to send in a utility bill, I was right there on the phone confirming my identity and I still got this horrible treatment for the order they haven't shipped yet. Never again will I shop there.

I will actually give Katom 3 stars, because most of the equipment did come in - late -actually very late- but we eventually got it. However, I am extremely unhappy about the Hoshizaki KM-350 which arrived in heavy duty metal framing. However, inside the metal framing, which should have kept the ice maker safe, was a severely damaged machine that is completely unusable. The damage was not visible from the outside, and since I didn't want to unwrap it until it was time to install it (to keep it safe), I didn't see it until it was too late for Katom to care. Naturally I didn't see all of these negative reviews about Katom before I placed my $65k order, so I didn't suspect that anything would be wrong. But now I know. Buyer beware. Based on the damage, I believe it was done at the factory. There is no way the carrier did this.

The buyers be aware!!
Never place an order for goods from this company. I'm opening a new restaurant now, and I ordered all the kitchen appliances from here. At first, they gave me a low estimate due to their mistake during the price negotiations and later charged me a larger amount. Second, all the items were delivered damaged. Salesman Taylor Whaley lost contact without paying reasonable damages. If there is a problem, we do not try to solve it, but respond by avoidance. It's better not to buy anything here.
I will add the pictures of all demaged equipments.

We've been your customers for the last 4 years.
Customer support never responds.

horrible horrible horrible. Go to any other supplier than them. cost me thousands in supplies that never showed. they blamed the shipper then billed me for the returns after several prior phone calls to solve the problem. They're a dying business that'll be bankrupt soon.

July 17, 2025 I ordered ice dispenser, cost me about $4500 when I place my order it said it will deliver between the 29 and the 31st of July.
I waited and waited and waited and every time they will send me an email telling me the ice dispenser will be delivered in certain day, by August 29, 2025. I decided I had enough after I checked and it said the ice dispenser haven’t been shipped yet, so I requested my money back from this company and I will never ever use them again to buy any restaurant supplies

I have been trying to contact Katom Distributors regarding my order but I am not getting any response via email or phone. My Customer ID is 1846179. I requested a refund, but there has been no update from your side. It’s very disappointing that your team is not replying to emails or answering calls.
Please process my refund as soon as possible and respond to my queries.

I would leave 0 stars if I could. We purchased an icemaker that doesn't work, it is simply defective and unusable. When we reached out for help, we were told "we don't deal with used appliances, deal with the manufacture on this issue". That’s unacceptable, especially when the item was broken right out of the box
To make matters worse, they also sent a damaged panel. We provided photos as requested, yet they still refused to take it back or offer any resolution. Extremely disappointed with both the product quality and the lack of accountability in their customer service. Stay away.