I bought 2 full service bakery cases and a 3 door refrigerator in december, they delivered the 3 door refrigerator with in 2 weeks, but the 2 bakery cases were suppost to be ship on january 3th, then later was postpone until january 24th, at this point I'm not happy about it because, I'm only waiting for those display to open my business. Now they are saying my order is in hold because the cases are to big for a liftgate and I have to pay for a white glove service in the amount of $3387.00 to be delivered, Or i have to find my own way to unload it. Which make no sence since the refrigerator was a lot bigger and heavier than the 2 cases. And they are not willing to help with any other cost or solution, basically I'm on my own. I really don't know what to do with the cases, but one thing I known i would never buy anything from Katom again Tip for consumers:they don't deliver on the date the promessed and if any problem with the order , you are in your own, Products used:full service baker cases Date of experience: January 23, 2025Katom kitchen and Arctic Air. Had our first experience with Katom, as we are a non profit homeless shelter, we ordered a commercial freezer. The sales call and delivery time were fine, but when the freezer, which we need to hold food to feed approx 50 people a night, was damaged. Not destroyed damaged but crushed corner and other fairly substantial dents and rub marks. Immediately I called and they said oh no worries we will get it returned and another sent. Here it is almost a month later and it just got picked up, but never got a new one. They say now because of the wait and issues (which was on them) they are not shipping another. But still have our money and god knows when that will be returned. The service after the sale is horrible, return calls and emails were so bad. I waited a week and after like 10 calls and many more emails finally someone answered back. Horrible company, terrible customer service and I have all the emails to show the limited customer service they had. I even tried to get a discount on the damaged item in order to continue feeding the homeless. We lost thousands and thousands of dollars of donations that go towards feeding the unhoused because of the lack of customer service. I would rate them a 2 out of 10, only because they will definitely tell you what you want to hear in the beginning but in the end they have terrible service skills Service Value Shipping Returns Quality Date of experience: December 18, 2024Purchased a brand new three thousand dollar Motak pizza prep fridge from katom. 13 days after delivery it required its first service through warranty. Now 35 days in, the fridge has identified as a slow cooker hitting over 100 degrees. Katom nor Motak accept blame and have me stuck with a broken fridge I cannot return. If I wanted a broken fridge I would had purchased a used one. Service Value Shipping Returns Quality Date of experience: July 23, 2024I wouldn't know how the product works because shipping and tracking suck! Promises on when it will be delivered never come true. All of the tracking shows the same day that i purchased the unit. I keep getting told tomorrow all the time. I wasted a whole day today waiting on a truck that never arrived after i was assured it would be here! I will never purchase from this company again! I will be doing a charge back on my credit card when i get done here and I will be refusing the shipment! Tip for consumers:I wouldn't know how the product works because shipping and tracking suck! Promises on when it will be delivered never come true. All of the tracking shows the same day that i purchased the unit. I keep getting told tomorrow all the time. I wasted a whole day today waiting on a truck that never arrived after i was assured it would be here ! I will never purchase from this company again ! I will be doing a charge back on my credit card when i get done here and I will be refusing the shipment Products used:I purchased a 3 door commercial freezer but never received it. Service Shipping Returns Date of experience: July 8, 2024Initially frustrated with the service I was receiving (something all too common in todays' overly digitized business world, regardless of the industry), and unsure of where to turn for help, I realized that what I needed was a 'friend'; that is, someone knowledgeable about the company's inner workings, wit a willingness to tackle the problem head on, the experience to recognize and navigate past obstacles, and a dedication to see things through to a positive and satisfactory result. Perhaps most important, however, was someone concerned enough about my problem to lend a sympathetic ear. These are not only the qualities found in a good friend, but are the very essence of what is required to provide top notch customer service. Such was my ultimate experience with Katom Restaurant Supply. Sincere thanks to my 'friend', Customer Care Manager, MK! Date of experience: March 21, 2024Absolutely shameful customer service. First time EVER leaving a negative review for any business and sadly this business needs to spend more time teaching staff members the importance of returning phone calls and email. I spent $4,000 on a hot dog roller, bun warmer and ancillary equipment in July. Sadly, the wrong item arrived. I've spent 3 months sending countless email and VM only to be finally told today that if I plugged it in, which I did then it will not be able to be returned and they will know because the tab will have been removed. Believe it or not, I was told that I should look to sell it close to where I live. Really? First time purchase and last time purchase. I'm a small start up cafe in Austin, TX and this is an absolute embarrassment to customer service and how to treat a customer. Think before you make a purchase from Katom. Products used:Restaurant products Service Returns Date of experience: November 2, 2023The business is run on the basic principle that once they ship a product, even if its the wrong one they will not correct it and bill you anyway. Months of lies about how they are going to return it no problem. We own and operate 7 cafes and will be opening 2 more soon. We ordered 79k of kitchen equipment last 9 months. You would be dealing with village idiots and liars. Hard pass on dealing with this company again. Products used:Kitchen equipment Service Value Shipping Returns Quality Date of experience: December 20, 2023I was a loyal customer for years and bought many large refrigerators for our businesses. I ordered a fridge that turned out to be the wrong type - my fault. I tried to return it, but they told me it had been discontinued by the manufacturer and that I can't return it. When I complained, they simply stated that it said in the terms that discontinued merchandise can't be returned - however, they never stated that it had been discontinued and quickly removed the ad from their pages. I have switched to Elite restaurant supply. Tip for consumers:They are just a drop shipper Service Value Shipping Returns Quality Date of experience: January 22, 2024I bought a tabletop, but it was delivered with flimsy cardboard packaging and had smashed sides. I reported the problem and they sent me another to replace the broken one. Meanwhile, I asked for instructions about the first, broken top, but I never received a reply to that. The second was delivered broken but I was able to refuse that one. I told then I would like a refund but now, two months later after being promised "the check's in the mail" several times I am left with nada. Products used:none Service Value Shipping Returns Quality Date of experience: September 26, 2023I wish I had read these reviews earlier. I ordered a replacement part for a Crown Verity grill. K-Tom sent the wrong part. I provided copies of the order and the filled order clearly showing they sent the wrong part. The company policy is that I must pay for return shipping and a $25 restocking fee. Unbelievable. Tip for consumers:Run Products used:none, they shipped the wrong product Service Value Shipping Returns Date of experience: January 9, 2024This company absolutely sucks. The freight specialist said the dent in the fridge wouldn't affect the use of it and only offered credit for it. And he was trying to close the case if I didn't answer fast enough on email even though he didn't email me back for days at one point. And the website drops the price of the item you buy and the company won't even do price adjustments and the freight specialist told me he didn't know what price drop I was talking about and did nothing to help me with it. And he doesn't even email that professionally. Such a negative experience with this company. Every step of the process just sucked. I would not buy through this company ever again. Products used:Fridge Service Value Shipping Returns Quality Date of experience: September 30, 2023Mike took my order carefully, answered all my questions. I enjoy reviewing items on websites, BUT prefer to order by phone. Usually questions then answered faster!. I feel confident my order will arrive fine. I give full 5 stars rating. Tip for consumers:Great to order via live person Products used:Furniture Service Value Shipping Date of experience: July 5, 2023KaTom abruptly canceled the majority of items in my order, then charged me $38 shipping to ship the remaining $17 worth of items. They did not give an opportunity to cancel my order, and they haven't refunded the excess shipping charges for unshipped items. I won't do business with them again. Service Value Shipping Quality Date of experience: July 20, 2023If I could give them a negative 5 I would. I Ordered a freezer and was sent a refrigerator. I should have checked the invoice before I opened up the cooler. When I opened it up I realized it was a cooler not a freezer. Tried to send It back. They said once you open it up you can not send it back. That is Katom's policy. Now I am stuck with a cooler I do not need. Products used:none Service Value Shipping Returns Quality Date of experience: October 26, 2023I purchased a Ice Machine. A MoTak Lunar-150 from KaTom $1,699.00. If your a Residential Shopper KaTom isn`t for you. I found out KaTom a third-party seller doesn`t require the equipment they sale to have warranties for their residential customers. Products used:Ice Machine! Service Value Shipping Returns Quality Date of experience: October 9, 2023Thank goodness I did not follow the negative reviews on here. Ordered a 7200. 00 True freezer for my restaurant. Shipped fast within one day and arrived across the country in perfect condition. Zero issues. Nice job Katom. My experience was great. Tip for consumers:Don’t believe the negative reviews Products used:True 54” freezer Service Value Shipping Quality Date of experience: February 3, 2022I can't even purchase the god damn product from this site. Sale rep asking for entire of my family information and my business. The craziest $#*! is they don't ship to a commercial warehouse place but want to check your business. Products used:Never make it through payment process Service Value Shipping Returns Quality Date of experience: November 17, 2021I 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. Tip for consumers:Do not use KaTom Restaurant Supply. There are other restaurant and kitchen supply companies that have higher integrity and ethics. In simple words, Katom is not to be trusted. Products used:High-end kitchen equipment and supplies Date of experience: April 9, 2021Ordered some risers. The website advertises a beautiful grained wood. I received yellow wood. No where close to what was advertised. I called and they said that the small words under the picture says "Image may not depict product color, inclusions or accessories." Now im stuck with these ugly risers, or I could pay a 25% restocking fee to return what was falsely advertised. All of the images on their website share the same disclosure "Image may not depict product color, inclusions or accessories." be aware! Tip for consumers:Dont use them unless you want to risk not getting what they have pictured. They will charge a 25% restocking fee to return order. All products on this website have this disclaimer "Image may not depict product color, inclusions or accessories." Products used:Cal-Mil 166-11-99 Rectangular Display Riser - 20 1/2"L x 7"W x 11"H, Reclaimed Wood Service Value Shipping Returns Quality Date of experience: December 16, 2021Purchased a 17 3/4 " wok lid as clearly advertised by Katom; the lid is 17 1/4". I contacted Katom in May and discussed the discrepancy. After numerous phone calls and 80 days later; they replied send back the lid at my cost and 25% restocking fee for their mistake. They are not going to correct the problem and the lid is made in China with a tag stating 17 3/4". Service Value Shipping Returns Quality Date of experience: July 30, 2021Beware of delivery times when ordering from this site. They are a small business that does not have much in stock and orders your items from the manufacturer after the order is placed. You will wait 6-8 weeks. Date of experience: October 17, 2013Their return process is insane. Please dont buy anything from this site. They are just middlemen who sells third party products. If you want some problems for yourself then please go ahead and deal with them Date of experience: September 5, 2018Extremely poor service. Never again! Don't waste your time. Placed an order for 4 ticket holders; was charged an extra $10 for shipping; two weeks later, I am still yet to receive my items. No follow up emails from the company, nothing. Date of experience: October 2, 2020I highly recommend this company to anyone buying a Kitchenaid stand mixer. I had wanted a Satin Copper one for a few years but the price was prohibitive. Then I saw their special and it was significantly less than anyone else 's. I called a couple of times and was uniformly met with patience and competence by the staff. When I ordered the machine it came promptly to time and worked like a charm. And yes, Virginia it did make perfect mashed potatoes just as the saleswoman said it would. Tip for consumers:Call and to their staff with any questions. Service Value Shipping