- WebstaurantStore wins this comparison overall. Better customer service ratings, faster shipping, a bigger product catalog, and more transparent pricing. KaTom is competitive on price but falls behind on nearly everything else.
- KaTom's strengths are niche: a physical showroom in Tennessee, occasional open-box deals, and financing options. For most online restaurant equipment buyers, those advantages aren't enough to offset the service gap.
- We break down pricing, shipping, returns, customer service, and selection category by category so you can decide based on facts, not marketing.
Two Giants of Online Restaurant Supply (With Very Different Reputations)
KaTom and WebstaurantStore are both major players in the online restaurant equipment space. They sell many of the same brands, compete on similar pricing, and target the same customers: restaurant owners, caterers, food truck operators, and institutional kitchen managers. On paper, they look like interchangeable options.
They're not. The customer experience gap between these two companies is significant, and it matters most exactly when you need it most: when something goes wrong with your order.
KaTom has been around since 1987, based in Kodak, Tennessee. WebstaurantStore launched in 2004, headquartered in Lancaster, Pennsylvania. WebstaurantStore has grown into the largest online restaurant supply dealer in the US, with over 500,000 products and a reputation for reliable service. KaTom has a strong product catalog of 100,000+ items but carries a customer service record that raises real red flags.
Let's go category by category.
Product Selection: WebstaurantStore Wins on Volume
WebstaurantStore stocks over 500,000 products. KaTom carries over 100,000. That's a five-to-one difference in catalog size, and it shows when you're searching for specialized items.
Both carry the essential commercial kitchen brands: True, Turbo Air, Vollrath, Cambro, Winco, Manitowoc, and Scotsman. For standard equipment like reach-in refrigerators, ranges, fryers, and prep tables, you'll find comparable options on both sites. The overlap on big-ticket cooking and refrigeration equipment is probably 80% or higher.
Where WebstaurantStore pulls ahead is in the long tail. Specialty smallwares, niche janitorial products, specific disposable packaging, commercial furniture in dozens of configurations. If you're looking for a very specific item (say, a particular size of compostable takeout container or a specific commercial faucet model), WebstaurantStore is more likely to have it in stock.
WebstaurantStore also has a strong house brand (Choice) that offers budget-friendly alternatives across categories. Their Choice brand sheet pans, food storage containers, and disposables are popular with cost-conscious operators. KaTom doesn't have an equivalent house brand, which means fewer ultra-budget options.
Winner: WebstaurantStore. Five times the catalog and a strong house brand give it the edge. KaTom's selection is solid but narrower.
Pricing: Closer Than You'd Think
Here's where things get interesting. Despite the service gap, KaTom and WebstaurantStore are often within a few percentage points of each other on pricing for the same items. Sometimes KaTom is cheaper. Sometimes WebstaurantStore is. The differences are usually small enough that price alone shouldn't determine where you buy.
Some real-world comparisons on popular items:
- True T-49 Reach-In Refrigerator: KaTom around $3,500. WebstaurantStore around $3,450. Negligible difference.
- Turbo Air M3R47-2 Reach-In: KaTom around $2,700. WebstaurantStore around $2,650. Again, close.
- Vollrath Wear-Ever Half-Size Sheet Pan: KaTom around $14. WebstaurantStore around $12 (their volume pricing kicks in at lower quantities).
- Manitowoc UDF0310A Ice Machine: KaTom around $2,800. WebstaurantStore around $2,750.
- Cambro 18-quart Food Storage Container: KaTom around $22. WebstaurantStore around $19.
The pattern: KaTom tends to be slightly more expensive on smallwares and mid-range items, and roughly equivalent on big-ticket equipment. WebstaurantStore's volume pricing and house brand give it an advantage on consumables and supplies that you buy repeatedly.
KaTom's edge on pricing comes from their open-box and clearance section. When they have a scratch-and-dent True refrigerator at 25% off, that beats any WebstaurantStore price on the same unit. But these deals are sporadic and inventory-dependent. You can't build a purchasing strategy around them.
Winner: WebstaurantStore, by a small margin. More consistent low pricing, better volume discounts on supplies, and a budget house brand. KaTom wins on occasional clearance deals.
Shipping: WebstaurantStore Is More Reliable
Both companies offer free shipping on smaller orders (KaTom over $49, WebstaurantStore on most items with some exceptions). Both charge freight shipping on heavy commercial equipment. The policies look similar on paper.
The difference is execution.
WebstaurantStore operates multiple distribution centers across the US, which means faster standard delivery for most locations. They quote 1 to 2 business days for in-stock items shipping ground. KaTom ships primarily from Tennessee, so transit times can be 3 to 7 business days depending on your distance from the Southeast.
For freight deliveries, WebstaurantStore has better carrier relationships and a more refined process. Their freight tracking is more detailed, delivery windows are tighter, and their customer reviews consistently mention reliable freight experiences. KaTom's freight deliveries are one of the most complained-about aspects of the business, with reports of damaged shipments, late arrivals, and poor communication from carriers.
WebstaurantStore also offers a WebstaurantStore Plus membership ($99/year for most plans) that provides free shipping on qualifying orders with no minimum. If you're placing regular orders for supplies and smallwares, the membership can pay for itself quickly. KaTom doesn't have an equivalent membership program.
Winner: WebstaurantStore. Faster delivery, more distribution centers, better freight execution, and a membership program that saves on shipping. KaTom's shipping is adequate for small parcel orders but problematic for freight.
Customer Service: Not Even Close
This is where the comparison gets brutal for KaTom.
KaTom holds a 1.06 out of 5 customer rating on the Better Business Bureau. Their complaints paint a consistent picture of slow support, difficult returns, and unresolved issues. Multiple review platforms reflect the same pattern.
WebstaurantStore isn't perfect, but their customer service is demonstrably better. They maintain significantly higher ratings across review platforms. More importantly, when problems come up, WebstaurantStore's resolution process is faster and more predictable. Returns are processed more quickly, damaged item claims are handled more efficiently, and their support team is generally easier to reach.
Specific differences that matter:
- Phone support: WebstaurantStore has shorter hold times on average. KaTom's phone support often involves extended waits, especially during peak hours.
- Return processing: WebstaurantStore typically processes returns within 5 to 10 business days. KaTom return timelines are less predictable, with some customers reporting weeks of waiting.
- Damage claims: WebstaurantStore has a more established freight damage claim process. KaTom's process is less consistent, with more complaints about claims being denied or delayed.
- Live chat: Both offer it, but WebstaurantStore's chat is generally more responsive and available during broader hours.
For small orders of supplies and smallwares, customer service quality may never matter to you. The stuff arrives, you use it, you reorder. But for expensive equipment purchases where something can go wrong (and eventually, something will), the service gap between these two companies is the single biggest differentiator.
Winner: WebstaurantStore, by a wide margin. KaTom's customer service track record is a genuine liability, and it's the primary reason to choose a competitor.
Returns and Refund Policies
Both companies allow returns within 30 days for most items, but the details differ in important ways.
KaTom's Return Policy
- 30-day return window for unused items in original packaging
- Restocking fees of 15% to 25% on non-defective returns
- Customer pays return shipping on non-defective returns
- Damage must be reported within 48 hours for freight items
- Custom and made-to-order items are non-returnable
- Refund processing can take 2 to 6 weeks based on customer reports
WebstaurantStore's Return Policy
- 30-day return window for most items
- Restocking fees apply (typically around 20% for standard returns)
- Customer pays return shipping on non-defective returns
- Damage must be reported promptly with photos
- Custom and made-to-order items are non-returnable
- Refund processing is generally faster and more consistent
The policies look similar on paper, and honestly, neither company has what you'd call a generous return policy. Restocking fees on restaurant equipment are standard across the industry. The real difference is in execution. Getting a refund from WebstaurantStore is a more predictable process. Getting a refund from KaTom can require persistent follow-up and documentation.
Winner: WebstaurantStore. Similar policies, but faster and more reliable execution on refunds and exchanges.
Website Experience and Tools
Both websites are functional and well-organized. Neither is going to win a design award, but for commercial equipment shopping, usability matters more than aesthetics.
WebstaurantStore's site is faster, has better search filtering, and offers more detailed product comparisons. Their product pages often include 360-degree images, detailed spec sheets, and a substantial number of verified customer reviews. The review count is a real advantage: popular items might have hundreds of reviews, giving you genuine insight into real-world performance.
KaTom's site is adequate but less polished. Product pages have good specs and photos, but fewer customer reviews. Their “KaTom TV” video content is a nice touch for visual learners who want to see equipment demonstrated before buying. The site search works well with model numbers but can return cluttered results for generic searches.
WebstaurantStore also has a more useful blog and resource section with buying guides, product comparisons, and industry tips. If you're a first-time restaurant owner trying to figure out what size ice machine you need, WebstaurantStore's content will actually help you decide. KaTom's educational content exists but isn't as deep.
Winner: WebstaurantStore. Better search, more reviews, more helpful content, faster site performance.
Where KaTom Actually Wins
This article hasn't been kind to KaTom so far, so let's be fair about where they have genuine advantages.
Physical showroom. KaTom has a showroom in Kodak, Tennessee where you can see and touch equipment before buying. WebstaurantStore is online-only. If you're within driving distance of eastern Tennessee, this is a real advantage for big purchases. Seeing a commercial range in person before spending $3,000+ is valuable.
Open-box and scratch-and-dent deals. KaTom's clearance section regularly offers 20% to 40% discounts on returned and floor model equipment. WebstaurantStore has clearance items too, but KaTom's deals tend to be steeper and more frequent on big-ticket items.
Financing options. KaTom offers third-party financing with promotional no-interest periods. WebstaurantStore offers financing too, but KaTom's options are somewhat more prominent and accessible during checkout. For a new restaurant owner stretching their budget, this can tip the scale.
Sales rep relationships. If you're placing a large order ($10,000+), KaTom's sales reps can sometimes offer package pricing and freight discounts that aren't available online. This requires calling and negotiating, but the savings can be real on big projects.
Which One Should You Use? (The Verdict)
For most restaurant equipment buyers, WebstaurantStore is the better choice. Bigger catalog, more consistent pricing, faster shipping, better customer service, and a more reliable overall experience. It's not perfect, but it's the industry standard for a reason.
Here's when each one makes sense:
Choose WebstaurantStore If:
- You're buying expensive equipment and want reliable post-sale support
- You order supplies regularly and want consistent pricing and shipping
- Customer service quality matters to you (and it should)
- You want access to the largest online catalog of restaurant supplies
- You need your orders to arrive quickly and intact
Choose KaTom If:
- You're near Kodak, Tennessee and can use the physical showroom
- You're watching the clearance section for a specific piece of open-box equipment
- You need financing and KaTom's current promotion beats WebstaurantStore's terms
- You're placing a large order and can negotiate package pricing with a sales rep
- You're a careful, experienced buyer who knows how to inspect deliveries and document everything
The Bottom Line
This comparison isn't a close call. WebstaurantStore is the stronger option for most restaurant equipment buyers. They have a bigger selection, more competitive pricing on supplies, faster and more reliable shipping, and a customer service operation that actually works when you need it. KaTom has been in business for nearly four decades, and their product knowledge and catalog are legitimate. But the customer service problems are too consistent to ignore.
If you do shop KaTom, do it strategically. Target their clearance deals, negotiate on large orders, inspect freight deliveries carefully, and always pay with a credit card. Don't buy from KaTom expecting the same post-sale experience you'd get from WebstaurantStore, because the data shows you won't get it.
WebstaurantStore is the default choice for online restaurant supply shopping. KaTom is a situational alternative that rewards careful, experienced buyers but punishes those who expect a frictionless experience. For most people reading this, WebstaurantStore is where your money should go.
