"On Feb 3, 2023, I ordered 12 sets of Victorinox Serrated wood handled steak knife sets for a customer. Apparently, what looked like the serrated ones were straight edge. Katom shipped 3 of the 12 sets, and when I received them, I called and asked what was going on with the order. I told the person on the phone that I needed the backordered ones checked and to cancel them if they were not serrated. She checked and assured me they were serrated.
When the rest of the order arrived, they were all straight edged. I contacted returns, and was asked for photos of the knives. I sent the photos on 3/15/23. Mikaela G responded with the info that the part number ordered was the straight edge spear point knives. I was given a return authorization and was informed there would be a 25% restocking fee.
I called sales and talked to Sarah H on 3/15. She sent a sales quote for the 12 sets of serrated knives to me and I discussed the return and 25% fee with her. I told her I would not return the knives while losing 25%, and would sell them on eBay, and buy the serrated knives elsewhere. We agreed to have me buy the serrated knives from Katom, and that I would be charged a 10% restocking fee after placing the order and return of original knives was received by Katom.
I placed the order on the same day, and shipped the return in 2 shipments to Katom on 3/16/2023. The return(s) were received by Katom on 3/21/2023 at 8:39AM.
I received a refund of $319.97 on 3/21. I called about the rest of the refund and was told it was processing. I received the final refund of $959.92 on 4/10/2023. Total refunded was $1279.89. The sale was for $1687.44. The 10% restocking charge would have been $168.70. The restocking fee charged was $407.55, the 25%.
I called many times, and was told that the difference ($238.81) would be refunded. It never was. I talked to Mikaela a few times during this process, and she verified the sales dept agreed to 10% restocking charge to get the last sale. I have never received the money owed me. ($238.81)
My experience with Katom and their customer service is one of, if not the, worst I have had with any Vendor in my life. I feel I was misled and ignored or put off through the whole process. At this point I would tell anyone to avoid dealing with them for any reason. Use another vendor or do without the product.
Patrick O
La Grande, OR
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"If you about purchase something from this company STOP and take your money somewhere else. I order 40K plus appliances from them for my store and they were very good on helping to get my order through (because they want your $$$ fast) but here are my issue with this company. My items arrived 2 to 3 months later than the lead time they gave me in multiple shipments and one of my item which is a sink come in damaged, I took a picture and sent to them right the way, the next day Kathy email me saying we need more picture and file the claim to the freight company within 5 business day so I got off work early and took care of what she needed and sent to her. No response then after a week I called and another girl not even want me to talk to Kathy and said Kathy will email me some information. I then got an email asking for the same information again so I reply to her email that I already sent what she need and please let me know what else, again no response, a few weeks pass by I call again and this time they put me on hold for a few minutes then sent me to their voice mail which will never get a call back. Couple weeks pass by I call again and another girl named Lyndsey said Kathy is no longer work there (I hope it true) and she will take over the case and said she will call me back the next day to let me know but guess what, NO call either. I called Lyndsy two days after and she said let her check on the case and put me on hold for 15 mins (So what was she doing the days before then?) then she get back to me and said I have to file a claim with the freight company. So I'm like WTF I was told to act fast and file the claim within 5 days of receiving and now you told me to file a claim with the company myself 3 months later? My experience with this company is a nightmare, several times they will put your on hold for 15 mins or more just so you gave up and hangup and if you stay on the line it will just waste you time because there is no solution. An empty promised to call or email back. I cannot believe that such customer service is exist in the 21st century. After 40+K order through them and you still not a value customer to them. If you about to purchase from them then cross your finger and hope your item arrive in good condition otherwise you're FKED. 7 months after made the purchase and 4 months after contact them for the damaged item and I still here with no solution or what so ever. Project delay for months and Katom customer care simply DON'T CARE."
"I placed an order on 09/10/2022, it is 10/18/2022, I still have not received my order, they do not respond to my emails or my phone calls"
"November 2021 order placed with Katom was cancelled September 2022 by Katom. Numerous attempts were made during the year to get delivery information and payment reimbursement. After holding my money for a year and no delivery, this company should add interest to the refund. Never going to do business with them again. Their website does not show the overwhelming number of negative reviews regarding their practices."
"1) Place an order for 24 items
2) get delivered 6 items
3) Call sales rep; the other 18 are out of stock and on backorder
4) sales rep finds replacement items and offers to swap out
5) wait for days, no words, no items, nothing
6) call the sales rep; .. on KaTom's website they accept Amazon Pay (great) but KaTom can't modify their order with this Payment Type (a warning would have been nice)
7) sales rep; cancels the order and creates a new order for replacement items plus Shipping Cost again
8) manager refuses to waive the shipping cost...
I am a negative net promotor... Their website doesn't know their inventory stock, their payment process type is compatible with their business process, and they expect the customer to pay for their mistake costing us Time and Money.
really bad first experience. never again... "
"KaTom's business practices are deceptive by the way they handle orders, discontinued items, shipping, and communication commitments. Unlike their competition, KaTom's integrity is totally self-serving in the name of money. KaTom is extremely dishonest out of the gate. Beware!"
"Ordered a single piece in late September. When it still hadn't arrived by early January I attempted to cancel the order via their website. Therefore they had the only evidence that I had tried to cancel the order. They refused to cancel saying the item had "already" shipped. STAY AWAY!"
"Don’t shop from this company.
Nightmare"
"I bought the blender in March and I waited until May and still didn't have it, and I called the customer service phone number and it said I would wait to send it later but they didn't. they know the exact delivery date , they say when they know they will notify later , i think such a big company that the way of working is too slow and not reputable with customers"
"1 star: Bad
STAY AWAY!!!
STAY AWAY!!!! First time ordering, what a nightmare, I ordered a charbroiler because they had the best price and I wasn't in a hurry, here's how it played out.
Ordered March 16th, I was told it was coming from the manufacturer and if it's in stock they will ship it out in 2-4 days, so far fine.
March 16th received an email saying their anticipated ship date will probably be March 26th, now I'm nervous as I personally called Cecil to be sure item was in stock, still not panicked.
March 30th I get a call at 11am saying they're 30 minutes away, I said I requested delivery after 3pm as we open at 4pm, he said he would call back and let me know when it would be delivered.
March 30th 6 hours later no call back, I reached out to KATOM customer service they advised me it's out of their hands and that I should call the shipper to check on why they never called back, I called the shipper as KATOM requested and the shipper said they too handed the delivery off to yet another 3rd party carrier and it was out of their hands as well.
Same day 7pm, the new carrier said they can't deliver until the following day (today) with a window of noon to 4pm, I agreed to come in early to receive my shipment from this unknown carrier.
Today, I was here at 10am to be sure to receive my delivery, no one showed dos I called KATOM at 4:58pm and she guy that shouldn't be in customer service told me it's not his problem and hung up.
Called back and talked to a woman who was nice enough to put me on hold and see why it wasn't delivered yet, 10 minutes later she said the carrier will reach out to re-schedule and she has no idea when they'd reach out.
At this point I requested to cancel the order, she said it wasn't possible to cancel as I already paid and it was shipped, I've given up on them and will gladly pay more at Webstaurantstore where I spend a ton anyways.
Bottom line, KATOM does not seem to be a well oiled machine, now I'll have to spend more valuable time getting a refund and starting from scratch to order my charbroiler.
Webstaurantstore was out of stock for 2 weeks, I should have just waited it out, live and learn, always wanted to try KATOM so glad it's out of my system, never again.
Even Restaurant Depot has better prices and service, do yourself a favor and don't buy from KATOM.
UPDATE: Tuesday 4-6-21 the 4th party delivery service continues to call in the morning for delivery, after showing up 4 days and being let down I said after 3pm or return item, they could care less and sent back to AVERITT EXPRESS to return to KATOM for a refund probably weeks down the road, what a nightmare."
"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."
"Ordered a couple items that were "in stock". Upon order, no confirmation was received. Emailed them for an update and they said one item was back ordered and they would ship at a later time. I immediately asked them to cancel the entire order, within the hour. They didn't respond to my request and shipped one item anyway. I called, they said I didn't respond fast enough. Because of the delay, I had ordered from an alternate supplier. I asked for a refund of all charges, including shipping. No manager on duty, couldn't commit. Will have to call back after I receive the item. Guessing I know how this will turn out. I should have listened to the other "Buyer Beware Warnings". Don't use this company. It's not worth the effort. The prices are not better and their communication skills are terrible."
"Purchased and paid for upfront for 49 sanitizing dispensers on April 29th, were told the would ship by May 18th, when I called on May 18th was told it would be June 14th, now I'm being told July 2nd, yet on their website it says it will be back in stock July 2nd. Never get a response to email I send, sit on hold forever just to be told there is nothing they can do. Do not do business with this company!!!"
"KATOM DOES NOT STAND BEHIND THEIR EQUIPMENT!!! STAY AWAY!!!
If I could give a negative number I would. We ordered two induction burners for our restaurant from them right before COVID shut everything down. They arrived a few days before that. One worked when we checked it. One did not. I called and e-mailed KATOM to get a replacement. NO RESPONSE. I continued to call 2-4 times weekly for the next 8 weeks, trying every option to reach someone... left messages, waited on hold, chose the option for a call back. NO RESPONSE! I emailed again. And finally today (2 months later!!) I decided to try to call the SALES department and someone answered... surprise surprise. I explained. He transferred me to another real person. I explained and she said: Because it's been more than 30 days, and because you plugged in your product, we can't accept it for exchange. SERIOUSLY!!!! It arrived not working and they couldn't exchange it???? I've been trying for 2 months to get this dealt with and now they say it's too late sorry!! STAY AWAY FROM KATOM. If you need a clearinghouse, go with WEBSTAURANT."
"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!"