Review Time
I ordered a large number of bathroom supplies for a large installation project. Part of the order was delayed so I called to cancel the order. I called twice to make sure everything was clear. A month later, KaTom charged me and sent the order I had cancelled.
When I called to refuse the order, the service team kept shifting me from person to person to manage the issue. I felt poorly managed, poorly heard, and came away not knowing if they would refund the order I didn't want. I will never use KaTom again.
TERRIBLE! The worst customer service experience. I really regret not having seen the reviews before. I bought a fryer and they refused to ship it until I called them. That alone is already the worst experience because they make you wait more than 10 minutes only to finally give you no options. They refused to ship it because I entered a delivery address different from my own. Their handling of this is absurd. Even so, they still charged me, and now I have to wait to get my money back! What a waste of time and energy dealing with these people. If you don’t want a headache, I recommend you never, ever buy from them.
TERRIBLE! The worst customer service experience. I really regret not having seen the reviews before. I bought a fryer and they refused to ship it until I called them. That alone is already the worst experience because they make you wait more than 10 minutes only to finally give you no options. They refused to ship it because I entered a delivery address different from my own. Their handling of this is absurd. Even so, they still charged me, and now I have to wait to get my money back! What a waste of time and energy dealing with these people. If you don’t want a headache, I recommend you never, ever buy from them.
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.
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.
We usually order our glassware from WebstaurantStore due to their consistently reliable service. Unfortunately, the item we needed was out of stock, and we made the mistake of ordering from KaTom instead.While it is understandable that some glassware may arrive broken, KaTom’s lack of customer service is unacceptable. Some items arrived damaged, and it has now been three weeks with no response to any of our emails. We did speak with a representative by phone who confirmed they had received all the necessary information and assured us the issue would be resolved, but three weeks later there has been no follow-up or resolution.The complete absence of communication makes it difficult to trust this company or recommend them to other businesses.
We ordered a product as a Christmas gift and when we received it in the mail the product appeared to be used and damaged. We have called multiple times to try to return the item for almost a month and emailed them per their instructions, just to get the run around. We still have not been able to return. So disappointing!! STAY AWAY FROM THIS COMPANY!!
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.
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.
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From our family-owned business to your kitchen, KaTom is devoted to helping foodservice operators achieve their dreams by ensuring legendary experiences every step of the way. Everything at KaTom is done in-house, from real, knowledgeable associates on every phone call and dedicated product data and content experts in eCommerce to a large team picking ready-to-ship items from our warehouse.See more
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