Reviews

Review Details

• Review fromBrandon J

  Date: 07/23/2025

  1 star
  On May 14, 2025, our nonprofit organization—committed to serving vulnerable children and veterans and operating with the utmost frugality given our limited funding—placed an order with KaTom for a commercial-grade juice machine. What we received was not a functioning appliance, but a monument to corporate apathy. The machine arrived defective, despite our utmost diligence in selecting a reputable vendor. Since then, three separate certified technicians have assessed the unit, each unequivocally concluding: the machine is irreparable and must be replaced. What followed has been a masterclass in obstruction and indifference. Our repeated attempts to resolve the issue via KaTom’s customer service have led us into a Kafkaesque labyrinth of misdirection and mockery. One representative—whose demeanor suggested she had graduated from high school not five minutes prior—responded to our concerns with derision, informing us that “once the box is opened, it’s no longer our problem.” This asinine assertion raises an obvious question: How else should one verify contents without opening them? Our team has kept records of every technician’s diagnosis, every phone call, and every dismissive response. We are beyond disappointed. Let this review be a public warning: KaTom’s customer experience is not just unprofessional; it is hostile. Unless this matter is rectified immediately, we will escalate it through the appropriate legal and public channels. This includes initiating a chargeback dispute, and sharing our experience across nonprofit forums and consumer watchdog platforms. Our organization stands for service and accountability—we expect the same from those we do business with.

• Review fromKorneshia C

  Date: 07/15/2025

  1 star
  I have been dealing with this situation since May 8th when my order was originally placed with Katom. Since the refused damaged freight shipment i have gotten nothing but the runaround and same useless story from your suppose supervisor ****** 5 times now I have been told my credit for refund was being processed by the manufacturer, then Katom was processing it as the manufacturer was not responding and it would be placed and issued within 5 to 7 days and nothing each time. ***** has lied to me so many times she won't even take my call, she makes the other customer agents talk to me and relay messages. When i asked how to escalate to a higher administration, she told me ***** was a supervisor and I have found out she is not, only another customer agent. She has named various people who were supposedly reconciling this situation, and again each time nothing has been resolved. I just spoke to ******** ******* who ***** referred the same message through again, stating she was going to contact the manufacturer for a credit and if it wasn't done by today, katom would issue the refund tomorrow. I will not participate in these lies and catch me if you can game any longer. All the names, messages, emails dates and times of conversation and phone calls have been sent out to my attorney as of the last hour. It is absolutely ridiculous that a company this large and supposedly this "reputable " conducts business so poorly.
  

  KaTom Restaurant Supply

  Date: 07/16/2025

  We understand how frustrating this situation has been and sincerely regret the delays you’ve experienced. ***** has been working to secure your refund, and we’ve continued reaching out to the manufacturer for the necessary credit memo. Unfortunately, they’ve been unresponsive despite multiple follow-ups, which has slowed the process.
  That said, we know this has gone on far too long and want to assure you that we’re still actively working to get this resolved. We’ll continue pushing for a resolution and will follow up with you directly as soon as we have an update. We truly appreciate your patience as we work through this.

• Review fromGraham C

  Date: 06/19/2025

  1 star
  Horrible customer service. Misleading business and sales practice. Zero accountability.
  

  KaTom Restaurant Supply

  Date: 07/03/2025

  Thank you for sharing your concerns. We understand how frustrating this process has been, and we’re actively working with you to help make this right. Our returns lead has been in touch to handle your return, and she just needs the package details so we can send your labels and move this forward. If you need any additional assistance, please continue working with our returns lead, and she will be glad to help.

• Review fromMary M

  Date: 06/11/2025

  1 star
  I purchased a Wolf stove from KAToms Restaurant Supplies and I was totally misinformed and lied to about their policy. Although I purchased a stove for my residence, I clearly asked the sales representative was it okay to purchase a commercial oven for a residential area she said YES! After installing the oven, it didn’t work for my residence. They admitted and my call was recorded that there representative made a mistake but yet refuse to rectify the situation. When I call the manager refuses to speak to me and they admitted there’s nothing they can do. I’m now stuck with a$3,00.00 stove that doesn’t work! :(. I tried calling technician out but unfortunately they do not fix commercial stoves in residential homes.
  

  KaTom Restaurant Supply

  Date: 06/12/2025

  Good afternoon *****  I apologize that you are experiencing issues with your most recent purchase from our company.  I have located your order, but see that the order was placed through our website, not with a sales agent.  Our website has clear notation that commercial heating equipment should not be installed in a residence:

  
  

  "Residential Users: This unit is not to be installed or operated in a residential or other non-commercial setting. Check local codes to ensure your foodservice kitchen is properly equipped for this piece. Use in an improper setting will void the warranty and the manufacturer will not provide parts or labor coverage for damage, failure, or other issues with the product. While this product may be covered by a manufacturer's warranty, vendor assumes no liability for product failure or any damages/injuries."

  
  

  Unfortunately, since the unit has been installed, KaTom can not accept a return as we only deal in new equipment.  My suggestion at this time would be to contact a residential service technician and have them diagnose the issue you are experiencing.

• Review fromDov D

  Date: 06/05/2025

  1 star
  Ordered $3500 worth of kitchen equipment during their 15% cashback from Rakuten. Katom denied my cashback. I will not be buying anything ever again from this company !!

• Review fromMike D

  Date: 05/28/2025

  1 star
  The reviews everywhere show this companies way of doing business. I should have read those first. I could not recommend this company. I purchased a 3500 dollar filter machine that lasted 3 weeks before it broke down (was a manufacturer issue with a part that has finally been fixed by warranty). I had to purchase a 2nd machine because it broke down on a friday night and couldnt get work done on it. I drove and picked up machine, 6 hour round trip on a saturday. No discount for buying second machine, no help in getting frymaster to cover warranty (that was a run around on its own). Overall poor customer service, multiple unanswered emails. I get they sell equipment, but if something is junk, help your customer get it corrected, especially at the price paid. This is a last ditch effort kind of place to buy from. They are worse than used car dealers that want your money then want you gone. Its simply buy it and hope it works, but dont call us if it doesn't. Try equippers or webstaurant store is my suggeation.

• Review fromKari L

  Date: 03/13/2025

  1 star
  Terrible company to do business with. Received a shipment with an empty box and pieces missing. This company doesn't want to know anything. They don't care about their customers. What is 5 days to report something wrong??? Insane goodbye KATOM !!!! Never again will you see a penny from us.
  

  KaTom Restaurant Supply

  Date: 03/14/2025

  Good morning Kari

  
  

  I would be happy to review your case.  Can you please send your order number, invoice number, or the phone number you used when placing your order to [email protected], please?  I tried locating your order in our system with the email address provided, but did not find an account with recent purchases.

• Review fromAmy W

  Date: 02/28/2025

  1 star
  Stay away from this place. They are horrible people! I sent my order back and after 2 months of trying to get anyone to help me I had to file a report through my PayPal. Thank goodness I paid through them. I got back the amount that I thought i paid, for the item. Come to find out the total amount didn’t show taxes or shipping that was supposed to be free. So at this point I’m still out $225. This place is horrible and should not be in business. I messed up and didn’t due my research before buying from them. Al they do is give you a run around. I would take me to long to write everything. So just trust me and everybody else on here. Stay away from them. I’m not sure how they are a A+ business with the BBB someone needs to fix that. Unfortunately if this place was good 45 years ago it was because of who stated the company. Not because of the slum running it now.

• Review fromJohn S

  Date: 02/26/2025

  1 star
  Worst customer experience ever. I run two restaurants and I’ve never had a more frustrating experience dealing with a damaged piece of equipment. Took over a month to resolve. do yourself a favor and order from another company as if anything goes wrong This is the last company you ever want to deal with to make right
  

  KaTom Restaurant Supply

  Date: 03/03/2025

  Good afternoon John.  I apologize for the extended period of time to took for our team to assist with your case. After reviewing the case, it seems there was some delay in response from our manufacturing partner who was the shipper of your order.  It does look, at this time, like the manufacturer is processing an order for a replacement grill for your unit and we will be providing a partial credit for the inconvenience as well.  Please respond to the last email you received from our team if you have any further questions and they will be happy to assist.

• Review fromTricia H

  Date: 01/16/2025

  1 star
  We ordered several items from KaTom for our senior center: 2-door fridge, 2-door freezer, single door-freezer, and 6 burner range with griddle. This equipment totaled to several thousand dollars.
  It took over three months to receive shipment and both of the freezers came damaged and broken in different places.
  I took pictures and immediately sent them to KaTom and their response was that I had to let them know within 24 hours of receiving the items.
  Our range came more quickly that the other items and they based our damaged and broken fridge and freezer according to the day we got range months prior! How was I suppose to know that they were going to send me damaged items before they even got here?
  It has been THREE YEARS and I still cannot get anyone to respond to me requests.
  I was told one time that they closed my case...WITH NO RESOLUTION!
  We are always worried that our equipment is going to fail and we won't be able to service the senior citizen in our community.
  No one's grandma or grandpa or mom or dad should have to worry about getting their lunch because a business with poor business practices failed to follow-through with customer support and services.