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Business Profile

Restaurant Equipment

KaTom Restaurant Supply

Complaints

Customer Complaints Summary

  • 92 total complaints in the last 3 years.
  • 33 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/17/2025

    Type:Customer Service Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchaed a ice maker in May 2025. After unpacking we noticed a small dent on the top of the unit, everything else looked visually in good working order. 9 days later we had the unit professional installed. The unit would not turn on. We called Katom and started the process to eitther have the unit replaced or repaired. We found out that the damage was internal and not visible without disassembling the unit. Two technicians—one local and one from *********—both confirmed the internal damage and deemed it beyond repair. We have worked for over a month to have the problem resolved and Katom closed the case. Here is there letter dated 6.16.2025: "
    Hello *****,
    I apologize for the delay in getting back to you. We have explored multiple avenues towards getting your damaged equipment replaced, but we have exhausted all of our options. This was reported to us late so we had no recourse with the shipping company, and the unit was also put into use which disqualified it for a return. ********* is unwilling to replace the unit through warranty because the internal issues were likely caused by the shipping damage. I recognize this is not the answer you were looking for and I apologize for your experience. I'm unfortunately going to have to close your case since this has been denied.
    If you have any questions or wish to discuss the matter further, please let me know or give us a call at ***** *********
    Regards,
    ******* ****** "

    I am very disapointed the way our case was hanlded. We had nothing to do with the damages. Hopfully we will get this resolved.

    Business Response

    Date: 06/17/2025

    This issue has been resolved for ***** this afternoon.  Our manufacturing partner will be issuing a full refund for the damaged unit once the data plate from the defective unit is mailed back to their corporate office.  We look forward to having a credit issued and a new unit on order for ***** very soon.
  • Initial Complaint

    Date:06/04/2025

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We bought a freezer in November of 2024 from this company.
    It was delivered in January of 2025.
    We plug it in and they send us a refrigerator not a freezer.
    We have called the company in February, March, May, and now June trying to have them pick up the refrigerator.
    We want our money back but can’t get it until the item is picked up.

    Business Response

    Date: 06/04/2025

    Good afternoon!

    This issue has been escalated higher at the manufacturer and we were able to speak with an employee that could assist in issuing credit immediately.  We should have that issued by the end of the day and you should see that refund, typically, within 5 business days.  The manufacturer has also advised that they will not be picking up the refrigerator shipped in error.  You may do as you wish with it (donate, use, destroy, etc). 

    We apologize for the delay in resolution and appreciate your patience.

  • Initial Complaint

    Date:05/02/2025

    Type:Delivery Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company Katom Restaurant Supply operates in a completely unprofessional manner.
    We were sent the wrong refrigerator for our commercial project 3 weeks ago. We have emailed and called repeatedly over the past 2 weeks. Katom has yet to provide an R/A for the refrigerator they sent in error or provide Any updates to us on timeline for this to be resolved - we were told in an email on 4/29 that they would have it that afternoon -since that time radio silence. We were also made aware that the correct refrigerator is now on Backorder until July 30th. This is completely unacceptable as we are to turn over the completed project to the customer next week. We have built and installed custom cabinets that fit the dims of the refrigerator we ordered. I understand mistakes happen, but we have NEVER had an issue with a Vendor completely ignoring us via phone and email. I sent two emails yesterday to Sales and Customer Service and crickets. This is unacceptable and has caused us to be delayed in turnover to a business that is holding their national sales meeting in 2 weeks.
    attachments - Email Chain in attempt to resolve issue , Original Order copy

    Customer Answer

    Date: 05/08/2025

    I have attached what I hope is the final correspondence with this unprofessional company.

    Due to the time lapse and unprofessional lack of urgency by this company to provide any resolution to sending the wrong refrigerator. 

    We were forced to make adjustments to custom cabinetry in order to make the incorrect refrigerator fit and be able to turn over project on time to our customer. 

    In reading other reviews stating very similar customer  experiences  and  issues with little to NO real resolution from Katom,
    I can not help but be shocked you still retain a A+ Rating for this company.

    I am grateful that I work for a company that displays pride and integrity in our work and how we treat our customers.

     

    Business Response

    Date: 05/08/2025

    Good afternoon

    We apologize for the delay in resolution with your issue. After reviewing your case with our manufacturing partner, it was determined that the correct unit was shipped to you, but it would not work for your application due to the height.  I do see an order was placed for the same unit, was cancelled, and refunded on 5/6 back to your original form of payment.

  • Initial Complaint

    Date:04/24/2025

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 3-19-2025 I ordered from the Katom website a metal perforated basket measuring 10” x 14” x 10” high. I received an item drop-shipped from a third party (mfr. Tabco) that instead was 5” high. I have been trying ever since, with multiple calls and emails, to return it for a refund.
    The ultimate verbatim response via email from Katom Returns Dept. was:
    ‘The manufacturer has confirmed that the correct item was shipped and delivered.   The basket fits a 10”x14”x10” sink. The item itself is 10”x14”x5”. ‘
    However, the Katom webpage where I ordered the item has this description:
    “Measuring 14 inches wide by 10 inches deep by 10 inches high, it offers ample capacity for efficient water flow.
    Product Details
    * ??Compatible with all bar sinks
    * ??Perforated design
    * ??Overall dimensions: 14 in. W x 10 in. D x 10 in. H”

    I did NOT order the 5” item, and I did NOT order it from Tabco. I ordered it from Katom, it is Katom’s error, and it should be normal business practice to issue a Return Authorization and a refund. Instead they are calling it my mistake, which is demonstrably incorrect. Absolutely horrible—and arrogant—treatment of a longtime customer.

    Business Response

    Date: 04/24/2025

    Good morning

    I have received your order and see that Advance Tabco did ship the incorrect height basket. I have made the request for them to ship the correct one next day air and will advise when I received additional information.  We apologize for the inconvenience and hope to have the issue corrected soon.

    Business Response

    Date: 05/12/2025

    Good morning

    I will follow up with the manufacturer today to gather tracking information.  Once received, I will forward it directly to you outside of the BBB portal.

     

     

    Customer Answer

    Date: 05/20/2025

    This is the second time BBB has sent me an email stating the matter is closed because I didn’t respond, yet I never received any email to respond to.  

    ???

    KaTom finally paid the final portion of my refund on May 13.  This matter is closed.  

    i remain highly dissatisfied with KaTom’s customer service. 

  • Initial Complaint

    Date:04/23/2025

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Last week, I bought the freezer from Ka tom just with dent on it. According to sales person ********, it has dent and few scratches but it is perfectly fine and in working condition. When I received the freezer, The door of the freezer is not working. It stays open and does not lock. Technician from the Ka tom said he is not sure that replacement of the door will solve the issue. Technician also mentioned that company should not sell this type of defective product. I contacted the company sales person for return, replacement or repair since I paid $2023.50 for this freezer. Sales person ******** told me that she is not giving any guarantees on repairs and cannot replace or return. Sales person ******** lied to me that the freezer is in working condition. Manager also refused any kind of help. Instead she is telling me to fix the problem by myself or use it keeping the door open which is wrong because we need to store the food products and maintain proper temperature.

    Business Response

    Date: 04/24/2025

    Good morning

     

    This issue is already being addressed outside of the BBB Portal.  

  • Initial Complaint

    Date:04/21/2025

    Type:Customer Service Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered an American Range double oven/griddle combo. I sooke with a sales rep multiple occasions picking the right item.
    The item received was the wrong item paid 6800 dollars. When contacted i was told even though the sales rep never notified me. The item I ordered was the correct item number, they just have the wrong picture on the website.
    I'm not sure how I am supposed to know based on a model number that they have the wrong item pictured, but that is the bearing of responsibility that they left on the buyer.
    I reached out on multiple occasions to no answer other than they haven't made a decision.
    I would highly suggest not doing business with this company.

    Business Response

    Date: 04/21/2025

    I have forwarded your information to our Sales director for review, to open  a line of communication, and see if there is a resolution path that can be taken.  Thank you for bringing this issue to our attention.

    Business Response

    Date: 05/01/2025

    Good afternoon

    I wanted to allow for discussion regarding this matter outside of the BBB platform so that our management team could assist in providing details as to why your request was denied.

    When placing the order, you provided the model number via phone to our sales agent.  Our sales agent entered the item verbatim on your sales quote.  the quote was presented to you and you agreed to the purchase and the terms of purchase.   Our sales amager reached out with documentation showing that the purchase was authorized by you on a signed sales quote.  He also provided some assistance for returning the unit.  I will attached the email correspondence that was sent to you regarding this matter along with a copy of the signed sales quote.

     

    If you would like to proceed with the return as described in yesterday's correspondence, please advise ASAP as the window for the return will close pretty quickly with the manufacturing partner since the return request was outside of the typical 30 day window.

    Customer Answer

    Date: 05/01/2025



    Complaint: 23229013



    I am rejecting this response because:
    Your response is untrue. I looked on your website and buy the pictures on your website. Found the item. I wanted then called your sales rep to make sure the item I was looking at was the item I wanted your sales rep assured me the item I wanted was the item pictured on your website which I have provided in many many many screenshots. No point during the conversation Sorry, sir, but the item pictured is not the item you will be sent.

    in absolutely no world can I be responsible for knowing that the picture on your website is not the stove that I ordered especially after speaking with your sales rep on the issue over a four day Period.

    I also have many emails between me and my food truck manufacturer to which you sent the stove indicating which model we were expecting to receive including paid for build sheets dated of that time.

    I have a lot of factual backup information to reinforce my claim and I would appreciate if you would stop lying


    Sincerely,



    ******* *****

  • Initial Complaint

    Date:04/15/2025

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased items and KaTom has debited my account for twice the amount. The amount has already posted and been withdrawn and I still have an additional pending charge. I have contacted customer service by phone and requested call back when tit was offered and it never happened and all emails to customer service have gone unanswered.m, but they responded to my BBB review and said that it's just how their system works w I thought reviewing my account or email.

    Business Response

    Date: 04/15/2025

    Good afternoon.  We received a notification of a complaint through BBB earlier today (complaint number 47462) from this customer and we have already responded:

    "We apologize for the inconvenience you are experiencing.  Our system places an authorization on your card to verify funds are available and that the information provided is accurate.  Once an order ships, the amount invoiced is deducted from that authorization and the remaining balance is released back to your account.  If there are backordered items, a new authorization is put on the card for the remaining balance.  Most of the time, these transactions are seamless and you do not see them take place, but, on occasion depending on your financial institution there can be a delay or lag in the process which results in multiple transactions on hold at the same time.  This is not something that KaTom has control over, unfortunately and is completely dependent on your banking institution.
    Again, we apologize for the inconvenience and please let our team know if you have any further questions and we are happy to assist."

    Business Response

    Date: 04/16/2025

    We apologize that you do not accept the response that we have provided, but this is the only information that we have available.  Your banking institution may be holding the authorization and can do so for up to 30 days.  Most banks drop the initial authorization after the charge is completed. KaTom has no control over your individual bank's standards and policies.

    Customer Answer

    Date: 04/16/2025



    Complaint: 23208150



    I am rejecting this response because: there is no resolution. 




    Sincerely,



    **** *********

  • Initial Complaint

    Date:04/11/2025

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a grill pan from Katom on March 23, 2025. When this item arrived on March 31, it was in used and damaged condition. I emailed Katom with images of the damages and the used condition of the grill pan on the same day. Their representative Mellisa Kuxhausen replied back on April 3rd, stating that the damage and used condition should not effect the items functionality and asked if I would accept a partial refund. I replied back that I did not order a used and damaged item and have found this same item from the manufactures (lloyedpans.com) website for a fraction of the cost and it is NOT used. I requested for this to be returned or a full refund or they can issue the partial refund of $81.67 + 30% = $106.17 because it's damaged (this is the price difference between the manufacturer's and Katom. I have not heard back. I emailed them again on April 8th with no response. BBB, please step in.

    Business Response

    Date: 04/14/2025

    Good afternoon

    After reviewing your case and sending the pictures (attached) to our distribution partner, they have confirmed that the pictures do not indicate the use of this item.  After reviewing your case, it appears that the true reason you are wishing to return the product is because you found it elsewhere for a lesser price.  I completely understand how frustrating that can be.  Many of our manufacturing and distribution partners purchase items and distribute them under their name  This is a common practice in the retail world.  To do so and be profitable, the distributor has some mark up built in.  This is why the price from the manufacturer direct is lower than the price you found the item from KaTom.  We do try to minimize the mark up, but in order to stay in business we do have to make a profit on the items we sell.  We apologize that you feel this is being dishonest.

    We are happy to request an RMA from the vendor and waive all restocking fees. Please advise if this is how you would like to proceed and I can make that request with your return agent.

    Customer Answer

    Date: 04/25/2025

    Katom previously agreed to issue a full refund after I reported receiving a used and damaged product. They provided a return shipping label, and I returned the item as requested.

    However, despite their agreement, I was only refunded $92.00. The full amount I paid was $145.57, so I am still owed $53.57.

    I am requesting the BBB’s assistance in ensuring that I receive the remaining balance of my refund, as previously agreed upon. Thank you for your continued help in resolving this matter.

    ********

     

     

    Business Response

    Date: 04/28/2025

    I apologize for the confusion.  I have requested our accounting team to correct their issue and should have it completed in the morning.
  • Initial Complaint

    Date:04/02/2025

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a Fetco Coffee maker from Katom on January 8th 2025 for a total of $2554.79.
    I received an invoice the following day.
    When the equipment arrived it was missing the electrical connection and had a broken filter basket.
    I informed Katom immediately and sent photographs. There followed a number of emails to which I responded promptly.
    On March 10th
    This is **** ****** from ***** ******, I have reached out a number of times to express my disappointment with your customer service. I ordered a commercial coffee which arrived missing a power cord and with a broken filter basket.
    I was expecting the cord to arrive along with a replacement basket. I have heard nothing from you and have made the decision to return the product to you.
    Please arrange for it to be picked up and my credit card to be refunded fully.
    The coffee maker will be packaged with the original packing materials and shrink wrapped.
    I await your response.
    On March 17th I
    To follow up with my email on the 7th where I expressed my disappointment with the level of customer service you have provided. I also requested that you schedule pick up of the equipment from my location.
    I am still awaiting your response and would appreciate closing the book on this whole affair.
    On March 25th
    As I sit to write this email I am praying hard that my words are heard in a way that expresses my feelings of frustration and grace.
    This whole coffee maker issue has truly tested my patience and faith in companies' customer service standards.
    I would like to see this incomplete unit picked up from my location and the charges repaid to the credit card used for the sale. A sale you were eager to make and charge for, sad that you have not been as eager to follow up on the aftersale.
    I am now at the stage of contacting the Better Business Bureau to see what they can do to help.
    I have included in this email a number of staff members here at the ****** who have been negatively impacted
    No response at all from Katom

    Business Response

    Date: 04/03/2025

    Good afternoon ****

    In reviewing your order, it appears that the unit you purchased does not have a power cord included as it is not a standard 120V unit.  Most 220V-240V units require the electrician installing the piece of equipment to either hard wire the equipment into the electrical supply of the facility, or install the appropriate cord for your application.

    This information can be found on the fourth page of the manufacturer's spec sheet on our item page found here: *****************************************

    I see that you have currently been working with an agent for a complete return of the unit and have had communication as recently as yesterday.  We have requested an RMA from Fetco but need to confirm with you that the unit is new, unused, and in the original packaging before Fetco will approve the return authorization to be issued.

    Please advise at your earliest convenience and we will get your return progressed to the next steps.

    Customer Answer

    Date: 04/03/2025



    Complaint: 23150182



    I am rejecting this response because: On the website advertisement it states that the electrical cable is supplied with the unit. I have responded numerous time to there request for the information they are claiming they need.

    The unit is brand new and unused and in its original packaging. It has been available for pick up now for a number of weeks.

    Below is the piece from their advertisement which states it comes with a cord and plug.

    From The Manufacturer
    Extractor Plus Series Coffee Brewer, double, 1.5 gallon capacity, digital touchpad operation, adjustable brew time and volume, streamlined programming and diagnostic, manual hot water service, stainless steel brew basket, 3 x 5 kW heater, 240v/60/3-ph, 2+G wires, 36.6 max amp draw, 15 kW, terminal box, 30 gallons per hour, cULus, NSF (Use with FETCO D449/D480/D009 - sold separately)
    *Image may not depict product color, inclusions or accessories.
    Additional Product Information
    This product includes a cord and plug

    I just want an end to this.

    Sincerely,



    **** ******

    Business Response

    Date: 04/03/2025

    We have requested the RMA from Fetco and are currently awaiting their response.  As a good faith gesture for the inconvenience you have experienced, we will issue a return label once the RMA has been issued and received from Fetco.

    All further communication regarding the return will be through the case with our returns team.

  • Initial Complaint

    Date:04/02/2025

    Type:Customer Service Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    To begin with, currently we have run into a problem with the bar refrigeration purchased back in May of 2024.
    We have tried reaching out on multiple occasions to their warranty claim department, to no avail.
    What we are looking at is either a fixture or a replacement free of charge considering that it is still under the warranty.

    Item 2: A shipment of Equipment Stand [KaTom #: 013-JA8B] has not been completed, never delivered and no money refunded.

    Item 3: Taking into consideration the above-mentioned a compensation for psychological distress during this whole time of ignoring emails, and playing daft when inquiring about the specific item (mentioned in item 2), disregarding and saying that it has been delivered to the home address rather than to the business address are baseless.

    Business Response

    Date: 04/03/2025

    Good afternoon!

    We apologize for the issues you are experiencing.  To confirm, you are experiencing issues with the 842-CBB3D90 back bar cooler and need warranty service, correct?  I am happy to facilitate communication between our manufacturing partner and yourself to have one of their technical service professionals dispatched tp diagnose the issue you are experiencing.

    As for the equipment stand (013-JA8B), I was able to locate the invoice and case regarding the missing stand.  it was determined in May of 2024 that the stand was delivered to the address requested on the order and the case was resolved as shipment completed.  Since it has been nearly a year since the delivery, I can not reopen this case or provide any further details as most information that would be needed to provide any type of resolution would no longer be accessible at this time.

    Please email me directly at **************** with the serial number of the back bar cooler and I would be happy to assist in getting a service tech dispatched.

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