Not happy with Nella ...have opened 2 restaurants with them ..they like that u spend the money . But when it comes to customer care they drop thw ball .. Very dissapointed . Will never spend another dime in the place . read more

Very, very bad service. I ordered an expensive item at the end of September. Was told two to three weeks. It is now almost the end of November and nothing. Now Nella Online is ignoring my emails Inquiring about when l can expect delivery. This was to be a birthday gift. It is well passed the birthday and there is no information if l will get the item by Christmas. Choose another vendor. Go into a Nella store location. Nella online is not to be trusted. read more

I was so disgusted with the help, or lack there of. I wanted a bbq for a party i was having and the people at Nella was terrible. I felt like a second rate citizen and I hate to say this but I felt as though based on my appearance I was looked down on. It's appalling to think someone that looks like me could be treated that way in 2022. I will never ever step foot in that place again. Also if you look at the employees who work at the main location you will find a certain type of race that primarily works there. Disgusting read more

People here seems so stuck up everyone's only drawn for sales and money. I've been here multiple times and everyone always have a resting bitch face on. read more

Terrible company to deal with, they are not behind their own products. if you need service they Penelize you and they ask more money than the price of brand new to service, and warranty does not mean anything to them. I will not buy anything from this irresponsible people. read more

This review relates to the Service Centre. **Please note that I have allowed Nella 2.5 weeks to respond to my complaint and they have not, therefore, I am writing a review so that no one else has to go through what we went through ** I brought my Saeco Odea in for service - it needed the general maintenance package and I had a slight leak from the water reservoir. I have been going there for years and I have always had great service until now. The price of their 'let me check your machine' is 99.00 + tax ($25.00 higher than a real authorized Saeco service centre in Vaughan; I did not know this until I asked their competitor for a second opinion). It took them 2 weeks to look at my machine, stating that they are backlogged because of COVID. When the service person did call me he said my machine was toast, it wouldn't turn on and it all the parts inside had corroded. When I said 'how could that happen given it was working perfectly fine when I dropped it off?', he said, the corrosion probably happened from sitting in their shop. Obviously, that explanation didn't sit well with me. He then told me about some newer Saeco machines they have in the store. So I talked with my husband, and then had him call about a week and half later (his honey to-do list is long!). When he called, the service man told him roughly the same thing but then when my husband questioned him more, the service man backed down said that he will look at it again and call us back. He never called back. So my husband called back and was told that this serviceman was let go. My husband then asked for someone to look at our machine and they said, that the machine is ready for pick up and no work was done on it. We, at this point, thought our machine was done and not working. When we brought it home, it was first filthy, like it was sitting in a workshop for a month -- sticky dust all over the outside of the machine. When turned it on, it worked the same as when we dropped it off. So essentially, we paid $113.00 for them to store our machine. There is zero, absolutely zero customer service. They fired the service man that lied to us and no one apologized and offered to make it right, even after he was let go. No one cared to service my machine or give it a general maintenance check up and fix the leak and no one cared to even respond to my email in an attempt to make it right. No one cared. They had my money. That's all they wanted. They do not stand behind their name. It is unfortunate, really... it is... I have always liked Nella but the service centre is horrible to work with. For $113.00 they have lost a customer for life (and we have bought alot from them over the years). I can only guess why they are no longer an authorized Saeco service centre... Beware. Go somewhere else, pay less, and get your machine fixed properly. Like Comment Share read more

Don't buy anything from here. As soon as you walk out if this place with a product, even a faulty one, they will not provide any refund. Only store credit. They will not hold any responsibilities. read more

Received shipment here in Northern BC and quite happy with my experience. Everything arrived safely, in a timely fashion and a very good price. Great job. I highly recommend this company for convenient internet ordering anywhere in Canada. read more

very happy with this location and its selection of product, the staff are super friendly. this location is super close to my work, which makes the location dangeriously accessable for great quality kitchen supplies at a great price. sadly my biggest complaint is the hours as the hours I work mirror nella being open. I always seem to come and get a significant deal when I do make the journey to visit, which with the awesome customer service, keeps me coming back. I will not lie to you, upfront this any nella will seem expensive when you're comparing to a big box store...but we're not comparing apples to apples...not even close. the quality of goods you will find here is the elite of the cooking world, even if its just for a personal kitchen. a good amount of parking exists, you have to drive towards the highway to get to the proper parking lot, as for transit options, the 84C runs up and down along norfinch but is limited service. read more

Poor customer service. I've tried to supply the restaurants with them a few times: orders were delayed, items ordered on their website wouldn't arrive and I would have to contact them to find out they were out of stock. The final straw was when they shipped me the wrong product and told me they wouldn't exchange or correct the error. Awful customer service, avoid at all costs. read more

Purchased a bellucci coffee machine based on their staff recommendations, I am not happy with the machine, but you cannot do exchanges for different models. Not happy with their service policy. I recommend you visit other stores. How do you try it without making a coffee first? read more

Not the best option out there, overpriced with some really strict terms. No refunds, only store credit as an example. You get all sorta help when you first start, but once you're locked in, the drama begins! Service department is as useful as nothing, it needs some real good luck to get your problem addressed, get a technician in to look at the problem, then actually get it fixed later on. If you require a new product to be ordered for example, You might as well forget about it and just go buy a whole new device! It's THAT bad! read more

One of the worst stores I have ever dealt with. I purchased a coffee maker and was told to try it out and that I had 7 days in which I could return it for a store credit. Two days later I returned it - after a very long wait the store manager finally made his way to the returns desk (apparently his approval is required for all returns). He reluctantly agreed to give me a store credit but said that I would be deducted for 25% of the cost as a re-stocking fee! He pointed out that the water tank was wet and that they would need to clean that up so the fee was justified. A paper towel was all that was necessary to dry the water tank but, in his mind, that warranted a 25% re-stocking fee. I chose to keep the machine rather than let him get away with this. I had heard from others that the after-sale service at this store is terrible and I have now experienced it for myself. I will NEVER shop there again!! If I could give this store a 0 rating, I most certainly would. read more

Once the sale is done, you are done at Nella! Stay away from this company, terrible service!

Do not call them to service any of your equipment . They charge you upfront for a service call and then misdiagnosis the problem. They charge your credit card without further authorization and admit it and then do nothing about it. The service manager has anger management problems and Is very disrespectful. This company use to be very good and now it's absolutely horrible. STAY AWAY read more

Stay away from this company!!!. Once you place an order and pay for it, then good luck getting your purchased item or your money back. Their policy is, not to give back money to customer only store Credit, even if your purchased item is not available or discontinued, so think twice before placing an order , specially if it is big $$$. Norfinch location, I placed an order with sales person Chris, after one month following up with him for pick up, he told me that those items are discontinued and not available, I asked for my money back, he told me that I can only get store credit . After two weeks of following up with him for my money and hearing all the excuses, I decided to get the credit and buy something else just to end the hassle. Very bad experience, I will never deal with this company again. read more

Okay, I don't know about the equipment but. I took my mom's kitchen knives and kitchen shears on. All of them were pretty much duller then a spoons edge. I got them back (the girl found me in one of the ailes I was browsing in) within 30 minutes. I am impressed with the new edges they have on them. My mom is extremely happy, so I'm happy. Will go back to browse some more but with my wife next time. read more

Nella Cutlery Toronto - There was no sharp edge left on this cleaver. Now there is a nice sharp bevel. Might not see it in the photo (thin shiny line) - Restaurant Supplies Near Me - Toronto, Ontario

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Stay away from this company. They have no idea what they are doing and have the worst online ordering system. I order 3 items, they take my payment and then the next day send me an email saying that ALL the items are not in stock and going to be 2-3 weeks before any of the items are in. One of the items they can't even tell me when they will be back in stock. They give me other options for similar items that are in stock. After talking to customer service rep, they ASSURE me the items will be held for me to come pick them up. After and 1.5 hr drive to pick them up, cause their shipping cost is ridiculous, I have to wait for over 20 min in the store. Then they come out and tell me the items are not in stock. What a joke...Do yourself a favour and pay a little more and go somewhere else where they have staff that know what they are doing. NEVER AGAIN WILL I ORDER ANYTHING FROM THESE IDIOTS. The only reason I picked 1 star is they wouldn't let me leave no stars read more

This store is DISGUSTING! Stay away from this store! We bought a BRAND NEW commercial stove and they shipped us the floor model and gave us $50 and told us to accept that 1.16% discount! Absolutely disgusting! STAY AWAY FROM THESE LIARS read more

Took forever for polytop table to arrive, then turned out to be terrible quality. Wouldn't give credit or moneyback just sent another which was the same terrible quality. Managers pay no attention to situation. Shocking. read more

Very bad customer service. They never get back to us when we ask for some help or have inquires. When we had equipment that is down and needed to be fixed, their people just sounded not care at all and it took them forever to actually send technicians to come to check. read more

Bought a blender from them a year ago (one of their own brand). Needless to say this piece of junk of machinery was overpriced. Was hoping to get at least a couple years out of it but container/blade unit failed within a year with minimal usage. Went back to buy a replacement jar but was told they didn't have any in stock but recommended a more expensive vitamix brand which appear to fit and therefore should work. Sales man assured me it will work just fine. Well guess what it didn't work with their own blender. Ended up buying another unit because I needed a blender. Tried to return their brand new jar that was unused but the box was open to test the jar. They flat out said no refund or return but store credit only with a restocking fee of course! Never doing business with them again! read more

Very Very disappointed with Nella Cutlery.. FINAL SALE? You say nothing of this sort when you try to sell and then NO REFUND? 7 days? It was just a small part so i won't lose any big bucks but still it didn't feel good.. No refund in this store. read more

I am disheartened to write this review as I know it is a challenging time for small businesses but I definitely do not want my experience to happen to anyone else. If I could give 0 stars I would. A sales associate helped me order a pepper and salt grinder from their store as they did not have it in stock and said that it would take a few weeks and would call me to pick it up at the store when it arrived. I paid the full amount at the time of the order. Months had past and I kept following up via email to check on the status of my order. I never got a actual update or answer on timing. It wasn't until 5 months later when they finally said they can't get an update from the supplier and I had to get a refund. This is terrible customer service. I waited all this time just to get a refund at the end and they couldn't even offer me a comparable alternative for my months of waiting. I told them to take the product off the website since it is misleading that customers can even order or purchase. It is still posted on their website today. I would hate to have someone else go through the same situation! Don't waste your time! read more

Worst company of the World. Manage very rude and lier. No refund, only cash credit on the store. Warranty are the worst, they lie to customer and hold your equipment for weeks/months to waste the warranty time. I do not recommend this place to anyone even to a my enemy. This place should be close. read more

cons : cool kitchenware but a bit expensive... even with their discount prices are still higher service is a hit or a miss pros: it's been here for years i have been going here forever till i learned about another place with more selection down the street will still come here to take advantage of their sales items would of been 4 stars but my experiences are not enjoyable as before read more

I agree with the other post about the worst company of the World. They sold me a $1800 conveyor toaster that the salesman had no idea about 208 volts and or 240 volts. He tried to sell me a 110 volt toaster however I told him that I needed 240volts. I understand that he did not know the difference however they should have inform their sales people of what they sell and stand behind the product. I have 240 volts however the conveyor toaster would not work properly because it is 208 Volts witch I never heard of before?????. They wanted me to return the toaster and give them a security deposit for me to order another toaster to find after driving two hours that they would take $600 dollar a lost 30% because now it is a used toaster. I had the toaster for a 1 week and waited over one week to have a manager return my call. I do not recommend this place to anyone. Oh ya I already spent approx. $10,000 in equipment and they had the nerve to say that would apply the deposit of the other toaster and put it towards the 2 freezers and back bar fridge that I WAS going to purchase ARE YOU KIDDING ME? read more

Unethical policy for return item. Also poor customer service with a bunch of ignorant people over there. If they cant sell anything to you or you are returning items they blame on you. I would never recommend this place for anyone. Manager is ridiculous guy over there, he is very mean to people. read more

If you considering selling used equipment, find some where else, or take the time and sell on ebay or kijiji. I needed to sell of some stuff that we had purchased from them. I think I should have just tossed it out, or gave it away for free for what I got. they will be making at least 300 per cent plus off what I sold them. Situation was not good, but had to get rid of stuff. Sorry for the guy getting vacuum pack machine, he will probably be overpaying for it if more than $300 for a commercial machine including repairs to bring up to sale condition. read more