Nuvola Gelato & Dolci — Restaurant in Burnaby

Although my encounter with this parlour was about a month ago, the service we received was frankly distressing and disheartening. The first time we went to the store, the owner was extremely helpful and offered to help us make a birthday cake on short notice, which we greatly appreciated. With the prior good experience at heart, we decided to return and support their business once more, as we had genuinely liked the owner and found him personable.

Despite this, the second time around was so drastically different that it felt jarring. I want to preface and acknowledge that we did make a mistake depositing the dirty sample spoons into the clean batch, and profusely apologised for what we did. Yet the way the owner responded was honestly incredibly condescending and demeaning to my family as a whole. When he came out of the kitchen, he started raising his voice towards my father in a degrading manner, along the lines of “Use your eyes, can’t you see there are trash bins everywhere in the store for a reason?” He then aggressively hurled the whole container of sample spoons into the bin and stormed back into the kitchen.

Honestly, although the situation seemed rather simple, the attitude towards my family over an honest mistake felt really upsetting and had an impact on us, it felt like it was blown out of proportion and ruined our evening. Although some time has passed, I really wanted to share my experience here as I feel like it would be pretty informative for other families who may be subject to the owner's temperamental...

Pretty disappointed, the person working was rude. I tried the tiramisu, and it was pretty bad. Also was super over priced.

Reply to owner: I am sorry but as I recall I asked you what the flavours tasted like as it wasn’t clear from the name and you just gave a very sarcastic reply and were rude, I wish you pay more attention to your customers and be a lil more respectful all the best

Another response to the owner: I'm sorry, but it seems these poor reviews are a result of your behaviour and lack of customer service, which you have yet to address. I've never seen such pettiness in responses to constructive criticism. Your remarks come across as snarky and undermining, just like you were in person. When I asked about the fior di latte flavor, it was because I didn't know what it meant. Considering Canada is a diverse country, you can't expect everyone to know every language. I was simply looking for a friendly explanation, but instead, I felt insulted. I've seen other reviews from people a month ago, and your poor replies to them reflect...

**UPDATE: in response to the owner's comment, I understood there was a little miscommunication about adding a 2nd scoop (which I'm still not sure why you weren't willing to let me add since I had yet to paid for my gelato at that point and could've just easily added more money for additional scoop....) but the disappointment was rooted in how the name of the gelato was called strawberry CHEESECAKE but it was everything short but the cheesecake. The gelato did not taste like cheesecake (see original comment) and the cake bits were regular vanilla sponge cake that you would have in a birthday cake. There is no denying it. Not getting a second flavour is whatever. I just wanted my gelato to actually taste something like strawberry cheesecake and not vanilla icecream with strawberries and spongecake

It was very disappointing... I ordered the strawberry cheesecake and it tasted nothing like it. Not only was the gelato regular vanilla flavoured, but the cake bits inside were SPONGE cake and not CHEESEcake. I was so sad that I couldnt even...