Complaints

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.

• 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:Product Issues
  Status:

  ResolvedMore 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 purchased a dishwasher from KaTom on 3/24/25. We ordered a MoTak DSP3 High Temp washer. ******* *****, the sales consultant, tells me they have one in stock and locks it in for me. The dishwasher was set to be delivered on 3/26/25. Upon delivery, we discovered the dishwasher was not the size we needed. I also noticed they sent a completely different brand dishwasher. The dishwasher is a Lamber, a brand I have never heard of. I called the sales person ******* ***** on 3/27/25 to inform him of the wrong dishwasher and did not get a call back. Then I emailed him and customer service on 3/28/25 and again did not hear from him. On 04/01/25 I received an email from him stating that they would take the washer back but it will require us to pay for shipping and pay a 25% restocking fee (none of this was disclosed prior to ordering the washer). We begin the process to return the washer but had to wait till we had a truck available to take it to FedEx. The dishwasher does not move from the spot it was dropped off inside our venue. Our business is not operable and is correctly under construction. On 4/14 I speak with Misty Conway and she tells me they will often switch brand dishwashers if one is not available. I was confused because ******* said it was in stock...she also said she would waive the restocking fee if the dishwasher is not damaged. That made me very happy because the dishwasher has not moved. We drop off the dishwasher that morning to FedEx. Upon it being received they tell me they can not issue a refund because the dishwasher has been used. How?! I can provide proof that not only did we not have a water line to hook it up to but our business is not operable yet. The dishwasher was never used and I believe the company is trying to find another reason to not stand by common practices and integrity.

  

  Business Response

  Date: 04/21/2025

  Good afternoon

  I apologize that you feel you were misled with your purchase and return.  I think there was a misunderstanding as to why there is a different brand name on the unit your received.  You did, in fact, receive the correct unit.  Motak is KaTom's house brand, but is produced by another manufacturer.  KaTom is not a manufacturing facility.  This is similar to store brands carried by the big box stores.  The items are the same, but sold to the consumer at a lower price with less markup because the national brand name is not present.  

  I have reviewed the return and the pictures do indicate the unit was hooked to a water line.  The inside box has signs of water damage and there was condensation on the inside of the unit.  Due to this, we did accept the return but had to apply the restocking fee as we had to add this unit for resell in our scratch and dent inventory as opposed to new stock.

  Again, we apologize that you are unhappy with the outcome of your return, but there is unfortunately no other action to be taken in this matter.

  Customer Answer

  Date: 04/23/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23221993, and find that this resolution is satisfactory to me.
  
  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.

• Initial Complaint

  Date:03/11/2025

  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.

  order this Item on 3/5/2023 and I called them and said it was the wrong part. So they tell me i have to pay for Return Shipping and Restock fee. It says I have 10 days to return it. #KT13098218. I want my Money back and I will not order from them again if this is what I get $17.25 price for item and $25.64 for shipping. Hwy way Robbery

  

  Business Response

  Date: 03/11/2025

  Good afternoon!

  I do see a return in our system that was started yesterday for one Cambro hold down grid for a Camrack.  I do not see that we have received any correspondence or pictures showing that the incorrect item was shipped to you.  Please email pictures in to ***************** showing the item that you received so that we can determine if the correct item was shipped.  If you did receive the correct item, I would be happy to waive the restocking fee since this is your first order and you will just need to ship the grid back to our facility.

  Please advise if you have any further questions.

  Customer Answer

  Date: 03/12/2025

  the printout paper I have from they did not say 25% restock fee. I'll make sure I Don't order from them again. 

• Initial Complaint

  Date:03/10/2025

  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 February 4th, I placed an order at katom for a 54” two section reach in freezer. The total was 2,715.22. The freezer worked till feb 27th. We have made several attempts to speak to a manager to resolve the problem. Since the freezer is new I wanted the freezer replaced with a new one because it didn’t even work for a month. Whenever I requested a new one, I was told to get it fixed. 2,715.22 is a lot of money to spend on a “new freezer” that didn’t even last a month. The tech told us we were sold a “lemon”, I shouldn’t have to fix a brand new freezer. For 2,715.22 the freezer should last longer than 3 weeks. I would like a new freezer that works please and thank you.

  

  Business Response

  Date: 03/10/2025

  Good morning

  We apologize for the issues you are experiencing with your freezer.  Since the unit has been put into service, a warranty claim will need tp be filed with the manufacturer to have a technician dispatched to diagnose the issue you are experiencing.  For warranty assistance, please call 704-900-2068 to speak with a technician to schedule a service call.  You will need to have the model number and serial number available to provide to the associate you speak with.

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  hello, Back in December 2024 I placed an order with Katom for some equipment for my store. There was a mix up on the delivery address on Katoms part and I received a voicemail basically stating as long as I reorder the same items they will issue me a refund. Which I did and even some extra. Since December I have been told that I will be receiving my refund. On February 11th, I was told from an employee that my $1200 refund shows on my account as a credit. He stated that a check will be mailed out. To this day I have yet to receive my refund. My emails are no longer being answered, my calls go no where. They tell me let me follow up and will get back to you. No one ever does. I just want my $1200 back and be done with them. This has been the worst experience I have ever had with a company and they do nothing to make it right.

  

  Business Response

  Date: 03/05/2025

  Good afternoon

  I show that your refund in the amount of $1207.34 was issued on check 131202 as of yesterday.

  Please let us know if you have any further questions and i am always happy to help.

  Customer Answer

  Date: 03/05/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23023270, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:02/24/2025

  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 9/16/2024, We purchased a waffle maker from KaTom Restaurant Supply (order 4122595) for use in our café we were about to open, Crisp’n’Fluff. Since the beginning, the unit was defective, arriving without necessary screws and failing to maintain the proper operating temperature. I immediately contacted KaTom for a resolution, sending pictures and videos. They've replied on Sep 25, that they received our question, and contacted the manufacturer for their assistance. Several attempts, later they've sent an email on Oct 8, with .eml file informing that we should print the label and a note "Please note that this return label will expire in 15 days". provided file couldn't be opened. I instantly informed customer service about it, asking other questions too. We didn't get any answer, so we decided not to waste time and try to use the Waffle Maker with separately purchased screws just to confirm that it was indeed defective. It doesn't keep right temperature. They've finally sent a .pdf label over 1 week later. When we attempted to proceed with the return, we realized that the return label had expired. Since then, we have repeatedly contacted KaTom via phone and email, requesting a new return label and a refund, but we have been completely ignored. Our last written request was sent on February 7, 2025, with a final demand to respond by February 14, 2025, but we have received no response. They acknowledged the issue by providing a return label with a short expiration date in October, but they have since ignored all our follow-ups. Despite multiple emails and calls, they refuse to respond or issue a new return label. They have failed to comply with fair business practices and their own return policy. We'd like them to acknowledge and respond to our communication instead of ignoring us. We’d like them to provide a new return label so we can send back the defective waffle maker within a reasonable time and issue a full refund for the defective product.

  

  Business Response

  Date: 02/24/2025

  Good morning!

  We apologize for any confusion with your return request.  I do not see any recent emails on the case which is why you did not receive a response.  I apologize.  Our security may have stopped the email or emails or they may have been routed to an alternate department.  Again, I apologize for the inconvenience.

  The UPS return label that you received on 10/17/24 is still active and can be used to return the unit to our facility.