I am writing to express my great satisfaction with my recent purchase of an Indulgence model of mattress and base from your Hawthorn store.

Ms Caroline Protopopoff provided immensely credible and professional service and advice. At her suggestion, I purchased the Indulgence model rather than another, similar model. After a week of using this product, I feel compelled to offer my thanks to Caroline for your advice. I have enjoyed some of the most satisfying and sound sleep in my life. By some distance, it is the best mattress I have ever bought.

In short, I am extremely satisfied with this purchase. I thank you for your service, and would be most comfortable in recommending your store to friends and family.

Regards D H

Dear Sir / Madam,

I am writing to provide feedback on the excellent, friendly and professional service, that I recently received from Mohan Singh and Lance, at your Dandenong store.

I was very impressed with their product knowledge and helpful advice and, after having spent two nights on the "Exquisite" bed, I am very happy with my purchase.

Please pass on my thanks to Mohan and Lance - each of them is a credit to your organisation.

Sincerely,

SS (via email)

Dear Fiona

We are really delighted to have chosen Regal as the supplier of all the indulgence beds at BASIA MILLE luxury apartments - www.basiamille.com.au

The feedback from our guests is that the beds are sumptuous and very, very comfortable.

Best wishes, and come and visit us some time!!

G.

Dear Sir/Madam,

I am writing to thank you for my new mattress and excellent customer service.

Recently I purchased a Visco 8000 Queen mattress from your Fairfield store. From the moment I walked into the store I noticed something that I haven't noticed for a long time - real customer service. Brendan Canning, who was most friendly and knowledgeable, made buying my new bed a most pleasant experience. After discussing my requirements, Brendan suggested a number of options and then allowed me the time to make my choice.

After having been to other stores where staff either became irritated if you can't make up your mind in three nano seconds or who seem to care more about a sale than customer comfort, I was, to say the least, pleasantly surprised. I asked numerous questions and Brendan's product knowledge, and patience are outstanding. It was important to Brendan that I get the right bed for my needs, and this made me feel valued as a customer.

I made my choice assured that this was the mattress for me and without feeling pressured or hurried. The delivery of my mattress was also hassle-free and extremely prompt. Having done some prior research I was also most impressed with the quality, and price of my new mattress. I have already passed on my recommendations to many of my friends and can only say that sleeping on my new my mattress (with a 10 year guarantee!!) is like sleeping on a cloud.

Thank you again for a great product and outstanding customer service. Other stores could learn much from your company.

Sylvia M
Kew

Dear Sir / Madam,

I recently needed to exchange a mattress I had purchased from the Hoppers Crossing store. I generally don’t like having to make these requests because I am use to store managers and attendants giving me excuses as to why it is not possible.

As soon as Steve answered the phone and I began discussing my issue, his intention and attitude of customer service was immediately obvious. He allayed my concerns and assured me it would all be taken care of.

A few days later I popped into the store, was greeted with the same attitude of enthusiasm and customer service, and proceeded to select a suitable mattress with Steve assisting with my needs.

Not only was his attitude correct, but it was also ably demonstrated with how he handled the entire exchange and subsequent delivery.

Well done, Steve. I only wish all business owners and managers were able to be as diligent, efficient and caring as you!

Kind regards,

J P
Melbourne

Dear Rachielle

I would like to thank you and the staff at Fairfield, regarding the return of the Super Soft Mattress, which was replaced by a Luxury Soft and Platinum Queen Base on Saturday.

I cannot tell you how grateful I am for the opportunity of a "second chance". The new mattress and base is unbelievable. For the first time I have slept through the night and managed to get up in the morning without any aches or pains. The difference is profound. I cannot remember sleeping in such a comfortable bed.

Your patience and professionalism was much appreciated. I cannot speak highly enough of the customer service given by you and all your staff. (I was reluctant to even return and mention the problem, but was helped from the outset to have the situation resolved).

I will certainly recommend Regal to all my friends and would like you to pass on this email to management, who must be proud of staff such as yourselves.

Thanks once again.

J. M. (via email)

To the Managing Director.

Last week I purchased a mattress and base from your Nunawading store, and I feel compelled to write to you and compliment your staff members Bree, Glen and Sue on the magnificent service they gave me, it was both informative and courteous, turning what is usually a mundane shopping chore, into a pleasant experience. You are very lucky to have such people working for your company. I will not hesitate to patronize your company again, and will recommend your store, should any of my friends require a new bed in the future. So please thank your staff on my behalf.

Yours Gratefully.
Mrs. R V.

Dear Bob

I just wanted to let you know how wonderful Caroline was during our recent purchase.

On Sunday 13th April myself and my partner discovered your store following some Google searches regarding ‘discount mattresses’ ‘cheap mattresses’ etc. We couldn’t believe the prices that places like Snooze, 40 Winks, Harvey Norman, Myer etc were charging for what seemed to feel like not particularly great mattresses and one’s we thought were worth no more than $500.

We jumped in the car and came down to the Hawthorn store to be welcomed by Caroline. Now, as Futon people for the last 6yrs we’d yet to be ‘convinced’ by mattresses and as we’d spent the last three weekends unsuccessfully looking for mattresses this was actually going to be the last Sunday (our only day off together, so we were well and truly ‘over it’) that we used for mattress shopping and were just going to order our usual Futon online.

First and foremost Caroline established our needs/dislikes/likes/budget etc before even beginning to try and ‘sell’ us something. This was a major different to the other generic stores I mentioned earlier and instantly I fell in love with her! Once she knew we had little knowledge about mattresses she explained the mechanics of them and the very basics of what they are and the different types, again something that no-one else had bothered to do. This then made everything she showed us after that make so much more sense. We loved her too as she didn’t try to sell us something that was outside our budget, she importantly made us aware of the higher priced items so that we could gauge the different price ranges but in no way forced them on us.

Every single question we asked she had a competent, confident answer to and with such a genuine tone, I actually believed that what she was telling me was the truth and not simply the ‘hard sell’.

It’s wonderful to hear that your mattresses are locally produced as in the current climate we both believe that is really important to support and definitely influenced our decision to purchase.

Great too that the mattress was ready for collection within 4 days, we could not collect however until the following Sunday which Caroline assured us would be absolutely fine. Recently we purchased a bed from (deleted) and after having to battle with them in the first place to have it delivered in-store (they tried their upmost to force the $75 delivery charge on us). I got voicemails off the Warehouse Manager twice a day threatening to 'send it all back' if I didn't come and collect that day.

Caroline was just wonderful and made the whole process so easy, simple and with no drama. We learnt more about mattresses in the hour spent with her than in the many unsuccessful hours invested previously. We never felt pressured and the whole time I really felt supported by her in our decision making process.

Many Thanks

Lizzie & Nick
Abbotsford

On Monday 23rd I purchased a mattress from your Hoppers Crossing outlet. Sandy the salesperson was very helpful and I ultimately decided on an Ultra Pedic plush mattress. I should mention I had no intention of purchasing that day, I was with a friend who also purchased from your store, but your combined service and prices made it easy to make a spur of the moment purchase.

I believe that the strength of any company is how they handle the customer when things don’t go right, it is very easy to be helpful during the sales process. Today I had a direct experience of your company in this context and I felt compelled to write to you and congratulate you on your choice of staff at Hoppers Crossing.

The bed I purchased was much softer than my old bed, after a few sleepless nights I decided to attempt to invoke your return policy, I must admit not only was I embarrassed, I was also dubious if your company would really honour the return policy.

I spoke to Stephen at the Hoppers store and from the first moment I started to explain my issue, he reassured me that all would be taken care of, that I did not need to stress any further and that I could take as long as I needed in selecting the next mattress. He was so patient and cared to listen to my needs, he offered me alternatives and ultimately I upgraded to a firmer mattress.

The mattress was delivered 2½ hours later and after a quick 10 mins trial in my home I called Stephen to say how happy I was and to reiterate what I have written here and to personally thank him. In these times of narrowing margins usually the first thing that goes is customer service, this is definitely not the case here in your Hoppers store and I am delighted at the entire experience.

I will recommend your store to all of my friends and please feel free to use any of this information as testimonials for your future success as a company.

With Regards

Lynette Cosgrove
Hoppers Crossing

I write to thank you for the excellent advice and service which I received over the weekend. I purchased my mattres from your new premies in Hoppers Crossing and the mattress was delivered as arranged. The delivery was reliable and prompt, with polite staff, and I apprecated the telephone call which kept me informed of the time of arrival.

I am very pleased with the mattress. The sound advice from Steven at the showroom means it is unlikely that the 7-Night exchange will be required

Thanks once again and all the best

Keith Toh
(Point Cook)

Dear Bob,

I just wanted to express my gratitude to you for your excellent service; outstanding product knowledge and professional approach in helping us find the right bed. It was really important for both my wife and I to feel comfortable, get value for money and not feel pushed or harassed into buying something that wasn’t right. You gave us the information we needed, the space and time to try out your range and the piece of mind that we were getting a great product. Our king size bed was delivered on time as promised and we couldn’t be happier. So thank you again for helping us get the right bed that will see us having many nights of comfortable sleep and not just selling a bed and getting a sale. Both Danielle and I have already recommended your great new store and more importantly your fantastic easy going relaxed service. We feel we got excellent value for money, great service and we now enjoying our new bed.

Sincerely

Dave, Danille and Lucie Bower

We would like to say thank you for the help you gave my husband on the 2nd of May. He bought a double bed mattress “Exquisite”. You said it would be delivered the following Saturday – it was. We were very happy but is was so high, so my husband went back to the store where you gave us castors only so it lowered it. George was most impressed with your help. We hope to tell our friends where to go when they need a great mattress at a great price with fantastic service.

Again thank you

June & George Lockhast

What a difference my new "Timeless Elegance" bed has made, I have not slept so well for years.

Thankyou.

Damian Whelan.

I saw your ad in the Herald Sun TV Guide & when I found out you were within walking distance from where I work, I decided to check out your mattresses.

Everyone was very friendly and helpful & I found the mattress I wanted in no time. With mattress and delivery I got a bargain and I also got a contact for collection of my old mattress & base. (what more could could you want!) Thanks guys, & I will certainly recommend you to my family and friends.

Ruth Fabrikant
Carrum

Hi Steven,

A note to thank you firstly for the two pillows & mattress protector for Sarah's bed. It was a lovely gesture on your part which I really appreciated. Secondly for your follow up call on Sunday to ensure everything had gone well. Our delivery experience was the complete opposite to last time. Doug was very efficient & professional and obviously a courier that compliments your high quality level of service.

I wish to thank you for hearing & acting on our story.....you have confirmed my original positive thoughts about "Regal" as a company.

Sarah is absolutely thrilled with her new bed & has been averaging 12 hours sleep a night since Friday! A real positive as she begins her exams this Friday. I am so glad you could arrange delivery last week so we didn't have to wait until after her exams. Thankyou so much!

Best wishes,
Kate Hall

Dear Glen,

21.01.09

Thankyou for your assistance in obtaining the 'Super Soft' mattress for me. I appreciate your help and assistance.

Many Thanks

Tricia Parnell
Wheelers Hill

After a nights of restless sleep and sore backs, we decided to invest in a Indulgence Plush Mattress from Regal Mattress Outlets. The first night we were out as soon as our heads hit the pillow and slept the entire night through, not stirring to the sound of our alarm clocks in the morning!

Not even a night in a luxurious hotel compares to the comfort of our Indulgence Plush Mattress! We love it!!

Nat & David, East Brighton