- KaTom has been selling restaurant equipment since 1987 and stocks over 100,000 products from major commercial kitchen brands. The selection is genuinely impressive, and prices are often competitive with other big online dealers.
- Customer service is a serious problem. KaTom holds a 1.06 out of 5 rating on the BBB, and complaint boards are full of stories about wrong shipments, damaged goods, and painful return processes. This isn't a minor quibble. It's a pattern.
- If you buy from KaTom, go in with your eyes open. The deals can be real, but you need to inspect every delivery on the spot, document everything, and be prepared to fight for refunds if something goes wrong.
Who Is KaTom and Why Do They Keep Showing Up in Search Results?
KaTom Restaurant Supply is an online and brick-and-mortar dealer based in Kodak, Tennessee. They've been around since 1987, which means they predate the internet era of restaurant equipment sales by a solid decade. The company started as a small family operation and grew into one of the larger online restaurant supply dealers in the US.
Their catalog is huge. Over 100,000 products across commercial cooking equipment, refrigeration, smallwares, janitorial supplies, tabletop, and furniture. They carry the brands that matter in commercial kitchens: True, Turbo Air, Vollrath, Cambro, Winco, Garland, and dozens more. If you're outfitting a restaurant from scratch or replacing a single sheet pan, they probably have what you need.
But here's the thing. Having a big catalog and having a good reputation are two different things. And KaTom's reputation among buyers is, to put it bluntly, terrible. We'll get into the specifics, but you should know upfront that this is a company where the product selection doesn't match the customer experience.
What KaTom Sells (And What They're Good At)
Let's give credit where it's earned. KaTom's product range is legitimately strong. Here's what you'll find across their major categories.
Commercial Cooking Equipment
Ranges, ovens, fryers, grills, steamers, and combi ovens from brands like Garland, Vulcan, Imperial, and Atosa. A Vulcan 6-burner gas range runs around $2,800 to $3,500 on KaTom, which is roughly in line with WebstaurantStore pricing. They stock both full-size commercial equipment and lighter-duty options for food trucks and small cafes.
Countertop cooking equipment is well-represented too. Panini presses, induction cooktops, rice cookers, food warmers. For a new restaurant owner building out a kitchen on a budget, the variety here means you can comparison shop across price points without leaving the site.
Refrigeration
Reach-in refrigerators, walk-in coolers, prep tables, ice machines, and display cases. True and Turbo Air are the big names here, and KaTom stocks both extensively. A True T-49 two-door reach-in refrigerator typically lists for around $3,400 to $3,800. Turbo Air's comparable model comes in a few hundred dollars less.
Ice machines are a strong category. They carry Manitowoc, Scotsman, Hoshizaki, and Ice-O-Matic. Pricing on ice machines is generally competitive, though you'll want to compare with WebstaurantStore and direct manufacturer pricing before pulling the trigger on anything over $2,000.
Smallwares, Tabletop, and Janitorial
This is where the volume of their catalog really shows. Pots, pans, utensils, cutting boards, storage containers, hotel pans, sheet pans, and bakeware. Tabletop items like plates, glassware, and flatware. Janitorial supplies including mops, brooms, cleaning chemicals, and trash cans.
For smallwares, KaTom's prices are typically competitive. A Vollrath Wear-Ever sheet pan runs about $12 to $18 depending on size, which is on par with other major suppliers. Winco products are priced low across the board. If you're stocking up on basics for a new kitchen opening, buying smallwares in bulk from KaTom can save you a meaningful amount versus buying piecemeal from a local restaurant supply store.
Furniture and Fixtures
Booths, chairs, tables, bar stools, and patio furniture for commercial dining spaces. They carry brands like Lancaster Table & Seating, Flash Furniture, and Oak Street Manufacturing. A basic metal restaurant chair starts around $35 to $50. Custom booth seating can run $500 to $1,200+ per unit depending on material and configuration.
The Pricing Situation
KaTom's pricing is generally competitive with other major online restaurant supply dealers. They're not the cheapest on everything, but they're rarely the most expensive either. On big-ticket items like commercial refrigerators and cooking equipment, prices tend to fall within 5% of what you'd find on WebstaurantStore or Restaurant Depot (if you have a membership).
Where KaTom can be a better deal is on clearance and open-box items. They run a scratch-and-dent section that occasionally has real finds, especially on floor model equipment. We've seen commercial prep tables marked down 30% to 40% because of minor cosmetic dents that won't affect performance.
They also offer financing through several third-party lenders, which can be genuinely useful if you're outfitting a new restaurant and don't want to drop $30,000 on equipment all at once. Terms vary, but 6- to 12-month no-interest financing is sometimes available on qualifying purchases. Just read the fine print carefully.
One pricing note: KaTom doesn't always include freight shipping in their listed prices for heavy equipment. A commercial range might show a great price, but then you're looking at $200 to $500+ in freight charges depending on your location. Always get the total landed cost before comparing to competitors.
Shipping and Delivery: Where Things Start to Unravel
KaTom offers free shipping on many orders over $49, but this applies primarily to standard-sized items shipped via UPS or FedEx. Most commercial kitchen equipment (the stuff that actually costs real money) ships via freight carrier, and that's where the problems begin.
Freight deliveries are coordinated through third-party carriers, and KaTom's track record with freight is one of the biggest sources of customer complaints. Equipment arriving damaged, pallets showing up late, delivery drivers who won't bring items inside. These are recurring themes in customer reviews.
The standard freight delivery is curbside, meaning they drop it at the curb or loading dock. Getting equipment inside your restaurant requires either a liftgate service (additional fee, usually $75 to $150) or your own crew with the right equipment. For a 300-pound commercial oven, this is not a minor consideration.
Critical tip: Always inspect freight deliveries before signing the bill of lading. If there's visible damage to the packaging, note it on the paperwork and take photos immediately. If you sign without noting damage, your chances of getting a successful claim drop dramatically. This applies to any freight delivery, not just KaTom, but it's especially important here given the complaint history.
The Customer Service Problem (Let's Be Honest)
This is where the article gets uncomfortable, but you deserve the truth. KaTom's customer service ratings are among the worst in the online restaurant supply industry.
On the Better Business Bureau, KaTom holds a 1.06 out of 5 customer rating based on hundreds of reviews. On complaint boards like ComplaintsBoard and Sitejabber, the pattern is consistent: customers report difficulty getting refunds for damaged items, long hold times when calling, slow email responses, and a general feeling that once KaTom has your money, getting help becomes an uphill battle.
The most common complaints fall into a few categories:
- Damaged equipment on arrival. Items arriving with dents, broken parts, or clearly mishandled packaging. When customers try to file claims, the process is slow and often requires extensive documentation.
- Wrong items shipped. Receiving a different model or size than what was ordered, then facing a drawn-out exchange process with return shipping complications.
- Refund delays. Multiple customers report waiting weeks or even months for refunds on returned items, with repeated follow-up calls needed to get resolution.
- Restocking fees. Returns that aren't due to KaTom's error can carry restocking fees of 15% to 25%, plus the customer pays return shipping. On a $3,000 piece of equipment, that's $450 to $750 you won't get back.
- Difficulty reaching support. Long phone hold times, unreturned emails, and chat support that sometimes goes offline during business hours.
Now, some context. Negative reviews are always overrepresented online because unhappy customers are more motivated to leave feedback than satisfied ones. And KaTom processes a huge volume of orders, so some problems are statistically inevitable. But the sheer consistency of the complaints, and the specific nature of the issues, suggest a systemic customer service problem rather than isolated incidents.
KaTom does have a physical showroom in Kodak, Tennessee, and customers who visit in person generally report a better experience. But most buyers are ordering online and shipping across the country, so the in-store experience doesn't help them much.
Returns and Warranty Claims
KaTom's return policy allows returns within 30 days for most items, but the devil is in the details. Here's what you need to know.
- Unused items in original packaging can be returned within 30 days for a refund, minus restocking fees of 15% to 25% and return shipping costs.
- Defective or damaged items should be reported immediately (within 48 hours of delivery for freight items). KaTom will arrange replacement or repair, but the process can take weeks.
- Custom or made-to-order items are generally non-returnable. This includes custom booth seating, certain equipment configurations, and cut-to-size items.
- Warranty claims are handled through the manufacturer, not KaTom. KaTom can help you initiate a claim, but the timeline and outcome depend on the manufacturer's warranty department.
The restocking fee is a real sticking point. If you order a $2,000 prep table and it doesn't fit your kitchen layout, you're looking at losing $300 to $500 on the return plus whatever it costs to ship back. Always double- and triple-check dimensions before ordering. Measure your space, check doorway widths, and confirm that the equipment will physically fit where you need it.
Who Should Actually Buy from KaTom
KaTom Makes Sense For:
- Buyers who know exactly what they need and don't require much post-sale support. If you can identify the right model number, compare prices, and handle a freight delivery, KaTom's selection and pricing work in your favor.
- Bargain hunters watching the clearance section. Their open-box and scratch-and-dent deals can be genuinely great, especially on refrigeration and prep equipment.
- Tennessee-area buyers who can visit the Kodak showroom, inspect equipment in person, and avoid freight shipping altogether.
- Small orders for smallwares and supplies. Pans, utensils, cleaning supplies, and tabletop items are low-risk purchases where the customer service issues are less likely to matter.
Skip KaTom If:
- You're buying expensive equipment and need reliable support. A $5,000 combi oven is not the place to gamble on customer service. Buy from a dealer with a better track record.
- You can't inspect freight deliveries carefully. If you won't be on-site when equipment arrives, or you're not comfortable inspecting for damage and documenting issues, the freight risks are too high.
- You need fast issue resolution. If a problem with your order would shut down your kitchen or delay an opening, KaTom's slow support process could cost you real money.
- You value peace of mind over saving $50. Sometimes paying a little more at a better-reviewed competitor is worth not worrying about the post-purchase experience.
KaTom's Website and Shopping Experience
The KaTom website is functional and reasonably well-organized. Products are sorted by category, brand, and use case. Search works well if you know the product name or model number. Filters let you narrow results by price, brand, and features.
Product pages include specs, dimensions, warranty info, and usually a few photos. Some listings also include buyer reviews, though the review count is typically low. They have a “KaTom TV” section with product videos and demonstrations, which can actually be helpful when comparing similar items.
One useful feature is their online chat with product specialists during business hours. If you're trying to decide between two similar models, the chat team can sometimes provide useful comparisons and recommendations. This pre-sale support is noticeably better than the post-sale customer service experience.
Checkout is straightforward. They accept all major credit cards, PayPal, and purchase orders for qualified businesses. Tax-exempt purchasing is available if you upload your certificate. The financing option through third-party lenders shows up during checkout for qualifying orders.
The Bottom Line
KaTom Restaurant Supply has a great product catalog and competitive prices. That's the good news. The bad news is that their customer service record is genuinely poor, and the complaints aren't random one-offs. They're consistent patterns around damaged shipments, difficult returns, and slow support that suggest the company hasn't invested enough in the post-sale experience.
Can you get a good deal from KaTom? Absolutely. Plenty of people order from them and have perfectly fine experiences. But “plenty of people” isn't the same as “most people,” and the risk of a bad experience is higher here than at competitors like WebstaurantStore. If you do buy from KaTom, protect yourself: inspect every delivery before signing, document everything with photos, pay with a credit card so you have chargeback protection, and keep all your order confirmations and correspondence.
KaTom is a viable option for knowledgeable buyers who do their homework and take precautions. But if you want reliability and peace of mind, there are better-reviewed competitors selling the same equipment at similar prices. Don't let a good catalog distract you from a mediocre customer experience.
