We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Restaurant Equipment

Nella Cutlery & Food Equipment Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurant Equipment.

Complaints

This profile includes complaints for Nella Cutlery & Food Equipment Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Nella Cutlery & Food Equipment Inc. has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/07/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Nella charged me 2028.00 for a product they didn't deliver. I have asked numerous times for my credit card to be refunded to no avail. **** *** * ************ ******** * ************* **** ***** *** ******* ** **** after weeks of trying to get through to them with their emails saying they were looking into it, but then never coming back and providing my refund.

    • Initial Complaint

      Date:10/03/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made a purchase on August last year for a commercial coffee machine and they refused to service the machine, *** ******* ********* ******* it needs adjustment and they refuse to help, they want me to deal with the manufacture for it, I spoke to the manufacture and they said that the first year is Nella's responsibility and still refuse to help, * ****** ** **** ** * *** **** ***** ** ***** *** **** ******* I have emails from both sides about this issue.
      Thanks

    • Initial Complaint

      Date:21/02/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      on Jan 30th 2023 i made an online purchase of a commercial refrigeration unit $4742.91 including taxes and shipping. this was to be a new unit not a damaged scratch and dent unit.
      the unit was to be shipped from Ont. to BC via land transport.
      upon arrival at the trucking distribution warehouse i attended to p/u same. i inspected the shipment and noted that there was no visible obvious shipping damage to the exterior packing . the unit was not visible for inspection as it was completely wrapped in styrofoam and clear plastic wrapping. the unit was also secured to the pallet with steel strap lengthwise making it impossible to examine the unit.
      upon unpacking the unit at my residence it was noted that unit was shipped upside down, the top s.steel surface was directly on the pallet on a very thin piece of foam. the unit is only 36 " in height so the top is clearly visible. the top suffered extensive damage as a direct result of the Nella shipper placing the unit upside down on the pallet.
      i opened the doors and noted that the shelves,shelf pins and caster wheels were all loose on the inside and were allowed to rattle around and damage the inside during transport.
      furthermore the wheels showed evidence of rough usage.
      upon further inspection numerous gouges,scratches,dents and scuffs were noted on the exterior sides and front.
      furthermore hidden damage ocurred to the compressor as a result of being shipped inverted and damage was also noted to the electrical cord ****** ** * ****** ******* Contacted the sales rep Karyna who advised me to take photos of the damage which i promptly did.
      her response was that this was out of their hands and offered a $400.00 rebate.
      this unit had existing damage prior to shipping and suffering further damage as a direct result of their shipper shipping the unit upside down with loose items allowed to rattle around inside. I requested an exchange for a "new" unit shipped upright or a full refund with the return of the damaged unit. they refused. ******* ***** ******* ******* ********** * ** *** *** ***** ** **** ** *** * ******* ** ***** **** **** ********* ************ ********* 

    • Initial Complaint

      Date:24/10/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a new **** ******* pizza oven from nella cutlery on October 7th 2022 for $5000 plus HST.
      The unit is brand new, it was on the floor they did not have one in an unopened box, but it was purchased as a new unit with full warranty and no defects.
      I chose to Pick it up as delivery charge was about $300.
      When I picked it up at the wear house it was on a wooden skid and wrapped with ceramic wrap. There was no way to inspect it *** * *** * *** ***** ** ***** ** ****** ** * ***** *** ****** ** ** ** ******.
      **** * *** **** *** I unloaded it and placed it on the stand noticed there was 2 dents and a couple of the stones i the oven were broken.
      Immediately called and spoke with sales person Richard and told him about it, he requested. Couple of pics. I sent pics in a email same day.
      2 days later I still had not heard from them so I went to the store nd spoke with Richard and his boss Jim ******** ***** pretty much told me that since i picked it up that i took responsibility for the delivery and the unit had been damaged in shipping….and also stated that i bought a floor unit and scratches and dents as expected.
      I made no such deal, and there was no talk about it being damaged and discounted due to damage or floor model.
      And also there was no way to inspect the oven before shipping as it was all covered with plastic wrap
      I asked *** ***** that all i wanted was a replacement unit with no damage, and he said No.
      I asked for a refund so i can purchase it a new one at a different store and he said NO.

    • Initial Complaint

      Date:08/09/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Baught a dry age machine that never came complete... no legs and machine was crushed sitting on the floor ruining the drain system... called for 2 years where they were going to find the legs and covid was the issue ... over 200 emails 100 phone calls were made now the machine has stopped working all together .... I was also promised that would be fixed over and over.... now 2.5 years after ***** ****** ***** the company that sold me the product is saying they are not responsible it's the manufacturers fault

    Nella Cutlery & Food Equipment Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.