Review by CustomerisveryhappyinSF Shandrowski3 weeks ago
I wanted to return a few items the day after they were received. They told me that this was a special order so no return. There was nothing special about the order. No clearance or anything like that. I was going to buy a bunch of other stuff, but I'm not going to do business with crooks.
Review by Raps Olarve2 months ago
Be careful using this company, their web site lists equipment that "typically ships in 3-5 days" than after they get your money they tell you it will ship in 6 weeks, THEN when you cancel your order, they wait FOREVER to refund it. I cancelled a $1,598 order on April 27th, and today (May 20th) I have STILL NOT received a refund!
Review by Bongo Gersing2 months ago
I have been calling this company for more than a month, every day. I keep being put on hold. Literally it feels like nobody cares.
Review by Sibichan Platform3 months ago
They say products available, then bait-and-switch, as your items are suddenly not in stock. Always the same ONE PERSON who replies to live chat. "Caleb". Pay $40 for item, more than $20 for shipping, and two weeks later, still no items. With each live chat, they said "Should be in stock late this week or next week, and item will ship at that time". Well, item never came. On 3rd week, still nothing (item was in stock when I ordered it!), decided this whole thing wasn't worth the aggravation, unacceptable waiting for something that was supposed to have been available from the start, and general [excuse the term] $#*!ing around with customers. Order was cancelled by me, and I was guaranteed a refund of item/shipping costs. Still haven't received that refund, either. So, long story short (too late?! LOL), the place is run by cons and thieves. DO NOT ORDER/BUY from them.
Review by JGiulia5 months ago
Even not one star..
Customers shiuld know that all equipments return or exchange should pay 25 % shipping fee of price of product.
Can you believe 25% shipping fee for exchange.
25 % only shipping fee..
Never ever order again..
Review by Trashy6 months ago
Do not buy from this horrible company , never received the coffee maker I ordered and they still have not sent my refund 1 month later.
Review by Tejindra6 months ago
I work for a service company and have purchased new unit after new unit from Katom. Over and over again they have come in damaged and after refusing shipping, i call Katom to get it handled and EVERY TIME they give me the run around! Not ONCE have they helped me. They tell me to contact the shipper, the shipper tells me to contact Katom, katom tells me to contact the manufacturer and so on! It is absolutely ridiculous that I as the customer have to solve Katom's issues for them! They obviously buy these old unit's that manufactures have had sitting in the back of their factory for years that they can't sell or units that have been damaged and then wrapped right back up to be sold as new. DO NOT BUY FROM KATOM UNLESS YOU WANT OLD, PREUSED AND DAMAGED EQUIPMENT THAT KATOM WILL NOT STAND BEHIND AND WILL LEAVE YOU S.O.L. ON THOUSANDS OF DOLLARS WORTH OF EQUIPMENT!! TERRIBLE!!
Review by Zemone Mayeshiro7 months ago
Of you order something and return it they will not give you your money back for 3 months and will also charge you a huge restocking fee...
They say they are all about the customer but they are all about them....
Review by Scarly Hlace8 months ago
I saw Ads at online and ordered 10 boxes disposable globe ($30.00 & $10.28 s&p) they shipped 1 box and 9 box will ship in 2-3 weeks but 4 weeks later they canceled my order
without any notice or explain and refund only $27.00 I called but hold phone 10-15 minutes nobody answer it is not about money I opened case at Paypal But they don't do anything
beware I guess they are scammer they don't have no stock and maybe no warewhouse
Review by Bsjm8 months ago
Ordered a product they said was in stock, when I checked on it in two weeks they said it was backordered for two months. I was charged immediately. I cancelled the order but they won't refund the money for a product I didn't receive until they get the money back from the manufacturer. I didn't order the product from the manufacturer but from KaTom. This is not how e-commerce works.
Review by Pammala9 months ago
Ordered $20k in equipment from them and not a thing showed up on time. In fact many items were weeks late that they had "in stock". When I called to find out where my items were, they didn't even know, it took an hour on the phone to track everything down.
Review by Bann9 months ago
I have been ordering restaurant equipment from this company for the past few years. I've gotten good deals for reach in coolers and grills that are working perfectly fine. I have probably spent over $10,000 over the past few years. Most of my dealings with this company have been positive. However, my last experience was such a nightmare that I will never order from them again.
I had ordered another grill from them. It was a US range (this company is also going downhill). I have 3 of these units all ordered from KaTom. The price is good, but we have had several issues needing fixed. It was under manufacturer warranty, so it was done in a timely manner.
The grill I ordered from them in May was a 36 inch flat top. The website says it ships within a week (they recently updated right after my issue). I was expecting it within 2 weeks, as was my experience with ordering these grills from them. However, the 36 inch is a custom made unit and it would take an additional 4 - 6 weeks to complete. They never reached out to me to confirm if this was ok.
So after a few weeks of not receiving this grill, I started to panic because we were getting ready to open the restaurant and I just noticed we were still missing this grill. This is when they informed me that the grill is custom made and won't be shipped out for YET ANOTHER 6 weeks! So, I immediately cancelled the order and purchased a grill locally since we were getting ready to open in a few days. At this point, they said the order was cancelled and apologized (for the false advertising).
Next day, they called me back saying they were reneging the cancellation because it was a custom item and the manufacturer was already making the item. I told them I already got my grill yesterday and didn't need the grill anymore. This is when the back and forth started to happen, as the customer service operators didn't want to deal with this issue. It seemed like they were having lots of issues with the manufacturer.
I had to call in multiple times telling them I was not going to accept the grill and to process the refund. Finally, I rejected the grill when it showed up weeks later. And KaTom still wouldn't refund my credit card. I called in over 10 times talking to various people pulling my hair out at each point in time because there wasn't one single person in charge of taking care of this. They kept promising me a refund minus shipping and a 10% restocking fee. Months passed and each frustrating call was ended with yet another empty promise. I finally got to nail down a supervisor named Jamie Lee to take care of this personally. I called over and over again, sometimes just asking for a call back to get an update. I WOULDN'T EVEN GET A CALL BACK!!! I just wanted someone to tell me that they are still processing it, so I called over and over again and still NO CALL BACK!
Finally, I got a credit memo issued and emailed to me (minus shipping and restocking). That was 9 days ago, and I still haven't got ANY credit on my account. It doesn't take this long to process a credit. I have processed refunds for customers at my restaurant and it takes 3 - 5 business days AT THE MOST! I think they are just trying to wait out the months because you can't dispute charges past 6 months on your credit card.
I am giving up trying to work them on this. I emailed Jamie Lee a week ago and she never responded. I have filed a dispute on my credit card. I will never work with this company ever again. I will never order from them again. I will not save an extra $300 on an equipment because it is not worth the peace of mind. I also order equipment from Webstaurant and that is where I will be giving my business in the future.
Review by Enten9 months ago
I ordered a $350 item, but they kept claiming that my purchase was "flagged for verification".
At their REPEATED request, I did send them pics of my ID and passport, as
well as my credit card, with important info obscured, but REFUSED to
send ANY "screenshot" of my online banking.
They kept insisting that I send them SCREENSHOTS OF MY ONLINE BANKING!!!
Are you KIDDING ME?
I did send them pics of my ID and passport, as well as my credit card,
with important info obscured, but REFUSED to send ANY "screenshot" of my
So I re-ordered the item, on their online system, using another credit card, and they again insisted on screenshots of my online banking.I told them to cancel both
THEN they told me to "disregard" the charges on my credit card, as they were only "pre-authorizations".
Sorry, but doesn't a "pre-authorization mean that MY credit card company is willing to send them the money for the final purchase amount? WTF?
I wouldn't touch this company with a 10' pole.I wouldn't be at all surprised if they were prosecuted for something or other.
Review by Coo10 months ago
Order over $2,500 worth of items for my restaurant, 3 weeks in advance wanting to make sure I got everything in before our grand opening date. They stated on their site 3-5 business day shipping. THEY LIED! To this date, I still have NOT YET received all the items I ordered, parts were damaged on one of the item looked used and refurbished. Their return policy makes it difficulty to return big equipment order, that they messed up, back to them. Cannot get a straight answer from them. I'm so pissed off with that company. They are a third party middle man ordering company. Stay AWAY FROM THEM.
Review by Daniel Nielsen10 months ago
Never received record of product being shipped. Cancelled a few big items and never received credit. Two weeks later and several phone calls I have no idea where the order is. Cheaper prices but you get what you pay for. Not worth it!
Review by Meraks Mcdonnall11 months ago
Placed an order with a 4-8 day timeframe, KaTom said it takes 3 weeks before shipping the order. Yes, you read that right 3 weeks. The rep on the phone says that's standard procedure.
I ordered a product which was never shipped. After 10 days I was only told it was on an backorder, thats only after calling and emailing. Than Katom extended the backorder another 30 days. This company is not reliable and very much illegitimate. They list many products on their website that they do not physically carry and therefore you are at the whim of their customer service. If you call too often they transfer you to a voicemail system and stop answering with a human. I was forced to dispute the charge. Not a good company to deal with. Stay away and fine the product at a honest and legitimate company. Such a sham.
Review by Deyke11 months ago
I bought a steamer from them with a price of $1860, after I got it, yhere were there shelves missing. Moreover, after 2 days using. Its rusty on the diffuser tray ... I can not return it, because I already used.
Do not buy any product from this company, they are trying to steal your money!
Review by Shajeela1 year ago
I purchased 4 Epicurean chopping boards from them and was notified that my order would be received by May 8th. A package arrived on May 7th but with only 1 chopping board. When I enquired about the rest of the order I was told that those boards were on back order and they estimated that they would take another month for me to receive them!! Put me in a bad situation as the boards were purchased as a birthday present for someone on May 10th and I will not have enough time to order them from another supplier at this point. Online sales companies always inform you of a backorder situation at the time of placing the order or shortly thereafter when they prepare your order for shipment. It should not be a surprise when you receive a partial shipment of your order!!
Will never do business with these clowns again.
Review by Newuser1 year ago
They sent the wrong item. I called, they said i would be contacted about the return and my item would ship out immediately. After seeing all the complaints here, I have to agree with all of them. Take your business elsewhere. This is not a good company to deal with
Review by Flowerbomb1 year ago
Disappointed with the quality of service of Katom. Ordered thousands of dollars' worth of kitchen equipment for multiple projects at our public school. Had to call about the same shelving order three times since it came in damaged, and was told they are not shipping any more replacements - well, we are not accepting damaged goods regardless of how many times you ship it.
The latest issue was a sink. Waited two months, no delivery. Called, and a month later received a damaged sink. Shipped a replacement, visual inspection indicated no issues - but it was nailed down in a wooden crate. Opened it up about two months later to find hidden damage - and Katom's response was basically "too bad, your fault for not looking closer". Unacceptable! We are a repeat customer and multiple issues means a customer no more. Saving a couple bucks by purchasing from Katom isn't worth it in the long-run. Purchase from a vendor who respects you as a quality, repeat customer. I will be sure to share my experiences with my counterparts across the state . . . stay away from Katom as they don't stand behind their products.
Review by TheMr1 year ago
It's obvious in reading other reviews that this company either doesn't care, or is clueless on customer service. The nonchalant way their service department handles customer issues is embarrassing. I hope as these complaints take a toll on their declining business and bottom line that someone in a management capacity will do something to fix the issue. Not only did I not receive the correct item, but took 7 weeks to get a return label after having to prove I received the wrong item in the first place. Then was asked if I would STILL like the correct item shipped out or a credit. I responded an hour and a half later I STILL wanted my item only to receive an email the following day saying they "already " sent my order for credit to the credit department! I won't name here the person I was dealing with in the returns department , but she either needs coaching or perhaps a different line of work. Either way, I'm not expecting to see my credit for another 6-8 weeks now as well. Can't wait to share my experience with my fellow hospitality network.
Review by Yarisa1 year ago
I placed a small order online. Delivery was very prompt. But unfortunately I ordered the wrong size skillet. I called them immediately, expecting a smooth exchange. Wrong! After restocking fees and paying return postage, I was going to have 3 or 4 times the value of the item invested in this transaction. Don't be lured by low prices! Buyer beware!
Review by Kalihl1 year ago
I'm an avid online shopper and thought when I saw the dishes that I have been searching for where being sold on this site, I just ordered them.....MISTAKE!! They blame the manufacturer and the manufacturer doesn't respond so I'm out of luck getting my $132 back! These dishes weren't the quality I came to expect from Syracuse China and they wouldn't take them back! They SUCK! Wanted to charge me for shipping them back AND a 25% RESTOCKING FEE! That just bull$#*!! It would cost me more to send them back! NEVER AGAIN WILL I BUY FROM EITHER COMPANY!!
Review by Leglyma1 year ago
I ordered 3 copper saucepans the first week of November. I received confirmation of the order. Shortly thereafter, I was informed that 2 of them were on back order but promised the following week or so. I began to regularly call customer service weekly to learn status since these were to be Thanksgiving gifts. I kept being told 'next week'. Then they started telling me they were now in the warehouse and would be sent out. It is now Dec 20th and despite being promised that they would be sent out on a "hot rush" this past Monday (Dec 17), I just got off with customer service and they say they are in the warehouse and will go out today. I don't believe that for a second. And while Katom website offers a huge warehouse of kitchen supplies, this one experience has driven me insane. Never again!!!
Review by Tawaya1 year ago
do not purchase from this company. Packages get lost, items needed not delivered. Had to make four phone calls to the service department. Difficult if not impossible to get your refund back.