Nella Cutlery Toronto - North York, Ontario

Amer M.

Alfie, the retail manager, helped me solve a big problem after many other employees couldn't do it. He brought it up to me as a customer, the high level of satisfactory experience with Nella, after I was going to lose it.

Zea

This is how you get treated at Nella!

148 Norfinch Dr, North York, ON M3N 1X8

Terrible Customer Service and Unacceptable Treatment - Avoid Nella.

If there was 0 star, I will give them ZERO!!!

We purchased a Saeco Royal OTC coffee machine for $1800 + taxes last September 2024, and within a month-ish of a normal use, the machine started showing problems. It prompted a descaling cycle, but after when we did it, the machine got stuck and wouldn’t finish the descaling cycle and got stuck at step 1 of the descaling - see video.

When we contacted Nella for assistance, the manager first referred us to Philips Canada, but Philips couldn’t help because they don’t support this model due to being a professional model. Philips has suggested to contact Saeco Italy by email but never got a response. Afte waiting for few months and no response, we went back to Nella Toronto, they referred us to Bellucci (Importer of the machine based in Montreal). By this time, we had also discovered another issue, the machine's grinder had stopped working.

We reported all these issues to both Nella and the importer, explaining that the machine was clearly defective unit cause after only a few months of use it has shown all these issues. We requested either a refund or a replacement. Nella refused to offer a refund or replacement and simply referred us back to the importer.

The importer instructed us to drop off the machine at Nella, and we clearly stated that we wanted a refund so we could purchase another machine or receive a brand-new replacement. The importer Bellucci assured us that they would take the machine and contact us with a resolution. However, after dropping off the machine, we never heard back from either Nella or the importer. Few weeks later, we got an email from Nella stating that the machine had been "repaired" and was ready for pickup, which was neither expected nor communicated to us. This was not the resolution we had requested or agreed upon.

The most shocking part of this experience occurred when my husband went to Nella to express our frustration and seek a resolution. Instead of helping, the manager told him to take the machine and leave. When my husband refused to accept the defective machine without a resolution, the manager had the audacity to call the police to remove him from the store. This is completely unacceptable, unprofessional, and outright disrespectful.

I would strongly advise others to avoid purchasing from Nella, the lack of communication, failure to resolve issues, and appalling customer service we received was beyond frustrating. At this point, we’re left with a repaired ‘defective machine’ staying at Nella store, my husband kicked out by the police and no proper resolution.

Rahul S.

I had a great experience with Sham Mohan. He was very professional, helpful, and knowledgeable. He guided me well and made the process smooth and easy. Highly recommend him for anyone looking for excellent service!

Tony D.

Where to start, the team at Nella Cutlery Toronto is outstanding. Great service from Fabian and Jolynn. They take the time to listen, understand the needs and then make the magic happen. Just an awesome team. Shout out to the front counter team, always helping and being so awesome.

Khrystyna K.

Fabian is extremely helpful and professional. Whenever I need assistance, he is always ready to help and make sure everything is taken care of. He is knowledgeable, easy to work with, and goes above and beyond to support his customers. I really appreciate his excellent service and highly recommend him!

T L.

I usually head to Nutella when I am in need of kitchen supplies because they have a wide variety of products fit for home use as well. On my last visit I was helped out by a Monique. Was knowledgeable and helped my find the items that I was looking for.

Rebecca M.

Great place to buy anything for restaurants or private chef service. Jameel is a great sales person, very personal and professional. If I could I’d leave more than 5 stars ✨ I would!

Roger P.

I’m not one to write google reviews, but it’s too bad there’s no 0-star review option!

Called for a service on an ice machine, which ended up costing us $470 for the visit alone. They tried charging us an extra $600 for the initial part of the fix, but we ordered just the part, which should arrive in a week. After a month I reached out asking and found out the part hadn’t been ordered. They called me 2.5 months later saying I could come pick the part up. When I arrived, nobody knew anything about it and I had to leave without the part! Almost 3 months after ordering it…

Brought in another equipment for repair (under warranty) and was told the element that broke is not covered. They asked me to go back to the store because the salesman would be able to order the help me out ordering another one due to the element price being almost the same as the whole machine. When I got back to the store and asked for help I was told to go back to the repair shop because that was their job. I left perplexed with that salesman attitude. Aren’t salesmen supposed to be good with customer service?!

Not all people are bad here, but the place is definitely in need of better management. Such a mess! We’ll be probably pulling our whole business out to somewhere else!