KaTomReviews 227

Ordered cookware in January and still do not have all of the items. Multiple calls and multiple promises that it is being shipped. Still not here and cannot get tracking from the company despite them, charging me.

AVOID AT ALL COSTS! If I could give this company less than 1 star I would. The customer service is absolutely atrocious, they caused a problem with my order that would result in me having to pay unnecessary fees that they refused to waive. I cancelled the order and will absolutely never be a customer of theirs in the future.

They sent me an incorrect item that was not the brand name I purchased and then refused to give me a refund. The manager, Sarah, was rude, condescending, and unprofessional. Even though the mistake was from their part they refused to fix the issue. Now I'm stuck with some knock off product and down $100.

I wish i saw this all review before i placed the order. I placed the order by phone after received the email quote, i make sure if i can rcvd the order by the end of the week, salesperson told me usually will rcvd in 3-4 days which is perfect. I really need my item by end of the week, so after i place the order by phone i called and online chat twice to make sure my item will shipped out on the same day, after i rcvd tracking number the delivery time is more than 1 wk instead of 3-4 days, which is not work for me. I online chat and told them need to cancel, but she told me i can just refuse the order and pay for restocking fee! I said the item still in TN, you can just call and ask them not to deliver to NY.
Salesperson NEVER told me about restocking fee. Even though there is restocking fee they only can charge me if received the item or i open the box. I NEVER rcvd my order and the order NEVER LEAVE TENNESSE to NEW YORK., they charged me 25% restocking fee and $45 lift gate for item that i never received!
The WORST thing they charge me $797.90 and they refunded me ONLY $ 261.30 (i have to keep chat and asked for refund for many times!)for item that never shipped out of TN to NY! Katom stealed my $536.60 for item that i never received! Im working with my credit card company and will reach consumer affair!
T

I recently as January 2021 purchase $14,000 worth of arctic air equipment from kaTom upon receiving equipment you're forced to sign before the freight carrier will bring the equipment off the truck for inspection. Once you sign and they bring the equipment they can only bring it as far as the front door, so I got the equipment inside and begin to Take it out of the box we noticed that there was damage to the equipment we also noticed that there was some type of Welding Sauter material On top of the refrigerators which indicated that someone had recently done some type of work I immediately started taking pictures while calling KaTom on the phone to explain to them what was going on they gave me an email to send the pictures over and asked me if the equipment worked. I told him I didn't know because we had not plugged it in and I just wanted a refund I was instructed to plug the equipment in to see if it at least worked and I did so, one of the refrigerators was very loud and the other the on off switch was broke so we could not turn it on again I demand a refund they said that they will send me over a freight claims form which I didn't understand why because there was no damage to the exterior of the box of either refrigerator clearly the damage had been done prior to packaging both of these refrigerators in three months I've had four service calls and I am still demanding my money which I have yet to receive I've contacted my attorney and we're prepared to file a lawsuit as well as a complaint with the Illinois state Attorney General the Tennessee Attorney General the Minnesota Attorney General and any and everywhere that KaTom and arctic air does business please do not do business with either of these companies as they lack the key ingredients to a good business Which is integrity

I had ordered an item which was I didn't want. I called and spoke to Ms. Parrott and she took care of everything and then called me and let me know it had been completed. This is the type of service that makes everyone feel special. Kuddos To Lyndsey!

DO NOT DO BUSINESS WITH KATOM. I ordered and received a Waring Vacuum Sealer. The unit was well packaged and there was no damage in shipping. It was completely defective and does not work (seals are bad). Waring has discontinued production or this unit due to manufacturing/part problems. I guess Katom sells what is in stock anyway. Katom said they require a $25 restocking fee and that I pay the postage (on a $60 unit) and they would ‘consider' refunding the remaining balance!.

I received a damaged work table and missing parts from KaTom Restaurant Supply in January 2021. On January 28,2021, Monica Underwood at Katom offered to send me the missing parts plus a settlement of $150 for the damaged table. I accepted. The missing parts arrived 7 business days later but the refund has never appeared on my credit card. I have called Katom at least a dozen times and while customer service is nice, they are ineffective. Each time they said, we'll send a note to Monica and she'll get back to you. She nor anyone at Katom has tried to resolve the refund issue. Stay far away from this company - they are not to be trusted.

If I told you everything about their customer service you would just not believe it. If everything goes well then it goes well. If there is a problem you might as well forget that it will EVER get resolved. These people have a fast growing company which really boggles my mind. As a business owner myself who has employed as many as 100 people at a time all I can say is that their "systems" for customer service are non-existent, at least for me... BEWARE!

I have placed the order for a refrigerator. Next day I have canceled the order and requested the refund. I was informed that the charge to my account was made not by KaTom but by manufacture company Hoshizaki and they Have to request to get the money back from Hoshizaki and it will take some time. When I have contacted Hoshizaki about the refund they informed me that they never charge customers. It is done by KaTom and my order was canceled so quickly that they never even sent an invoice to Katom and never received any money. As it turns out, KaTom charged my account, kept the money all this time and was telling me that they do not have the money. When confronted with the information I have received from Hoshizaki they blamed them for giving me wrong information. KaTom customer service and sales department kept telling me that they will return the money but after about 12 days I have not received it yet. They lie and braking the law when doing business with customers. I am going to report them to appropriate agencies.

Do not go with this company they will take your money and run plus charge you 20 plus % re stocking fee
And you have too pay too get re shipped... even after you called right back the next day too cancel order they still shipped out order / taken your money

Preface: I'm a homeowner who's tired of buying cheap plumbing supplies from Home Depot and Lowe's. Also, I don't like supporting Amazon and will buy from the little guy even if it's more expensive. I can't recommend doing that with Katom. It cost me $141.69 to return a faucet, that's their restocking fee plus the required shipping with tracking.
The reason I had to return a faucet was because it has a wall mounted support arm that installs half way up the neck of the faucet. The picture of the faucet on their website is not accurate. It does not show this support arm like it does on the taller faucets, so a reasonable person would assume that it wasn't required. Customer service told me that if I click on the links to the faucet specs it shows it there so they would not refund the restocking fee. Nowhere on the website, picture or specs does it mention that you must use this support arm. However, when you open the box the installation instructions caution that you must use this support arm. I have a window over my kitchen sink so I can't use this faucet. I tried in vain to explain this to customer service only to have them repeat over and over that it says it's a wall mounted sink so they would not waive the re-stock fee. I kept saying that I know it's a wall mounted sink, that's why I bought it. It was obvious that they didn't know what a wall mounted sink meant. So save yourself a bunch of time, money, and a headache and buy this stuff off of Amazon. I realize now that there's a reason Amazon is so popular: Returns are easy, not to mention that they're cheaper.

JR has great customer service. Great knowledge of product! Super quick to respond with help. He is my go to guy! Thanks for all your help!

I placed a order for a vacuum sealer 7/5/2020. I didn't receive a confirmation & my credit card wasn't charged. I was charged in October for the product that was allegedly delivered to my residence in October. I called KaTom & explained to them first I didn't receive your product secondly. I never received a confirmation that the product was on back order nothing. I purchased the item elsewhere. The customer service rep was very rude & condesending stating "we emailed you a in late September that the product has shipped" wait I minute o ordered this on July 5th & the first correspondence I receive from you is 4 months later. Horrible company horrible customer service. I'm out of $200 for a product that I've never received no lack of communication customer is never right with KaTom. Stay away

Bought from them in the past and on this last order they cancelled it because they didn't like the commercial address I was shipping to, even though they verified everything with me over the phone. The thing is I had shipped all my previous Katom orders to the same address.

So they put me up against a wall on deadlines because they waited a day or so before cancelling. Just skip them and find someone else. By the time you add in their overpriced shipping and handling they are usually never competitive anyway. So research on their site... and the buy somewhere else using the part numbers.

Their response below is wholly inaccurate. They DID NOT contact me for additional documentation on the address. They just emailed me and asked me to call them so they could tell me they were going to cancel my order because the system didn't like my address. I pointed out that they had shipped to that address for me on previous orders and there had never been any fraud. I also used that address to avoid package theft because someone was always there during shipping and delivery hours. They just didn't freakin' care or use any logic.

For the second time this incompetent company has botched my order again!(Only received 3 dispenser with NO stands & drip pans but my order was said shipping is complete!) Thought the 1st time was an accident but now I know I can never order from this company again.( that time they stated my order was lost by Fedex) Businesses rely on time and money! They have NO regard for neither on your behalf. DO NOT DO BUSINESS WITH THEM! BUYER BEWARE

I ordered some dividers in Aug 2020. Which was on back order. After months of waiting, I kept calling about it. They asked for the specific dimensions, which I provided and sent them the pictures of what I wanted. Then they finally sent me the wrong items. I called again and sent several emails. They said they will send the right ones and send me a tag to return the wrong items. That was over a month ago. I called them back and they said I had ordered the wrong item. I'm just going to take my loss and never do business with this company.

Mid august 2020 i ordered 2 floral coolers, a very large and expensive order. First the order was mistakenly canceled after i wired payment in full. Secondly, my freight was calculated incorrectly so i was charged extra. Thirdly, the day my order was to arrive they canceled delivery because katom ordered the wrong method of shipment. Once my coolers finally arrived both were damaged very badly. Of course theres no way to know this without unwrapping the items and once you do that they are yours to keep no matter what and any claims are considered to be invalid. I filed claims for the damages ( one cooler was actually completely unusable) and liability was bounced around from katom to abf frieght to true manufacture and around again and again. Its now october 18th and ive sent countless emails to katom attempting to retrieve the incrediblyt small credit theyve offered me and ive gotten no response. I do not recommend this company at all for anything. When running your business depends greatly on your equipment you need dependable vendors and katom is not one of them.