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MikeGreater Melbourne (Metropolitan), VIC
- VIC, Nunawading
- Verified customer
The worst customer service ever
My Wife and I had a very bad experience buying a mattress from Regal Sleep Solution Nunawading - Management: [name removed]:
- They delivered incorrect type of mattress TWICE
- Finally, we got our own firm mattress in the third delivery (after about two weeks !!!). We slept on the wrapped mattress a few nights to try it. That was terribly uncomfortable and we felt sleeping on just the springs.
- We chose Regal because it provides the option of exchange and return. So, we decided to exchange the uncomfortable mattress with another one. SURPRISIN...Read more
GLY, the salesperson in the store offered us the FLOOR STOCK mattress !!!! So, it is an immediate conclusion: They exchange the mattress but with no hygiene control, and you will get a second hand mattress if you are lucky at the end. - We were shocked by her offer and decided to return the mattress. The store manager confirmed that they will do the full refund after collecting the mattress. - We bought a brand new firm mattress from IKEA (FILLAN) and it is quite comfortable for a half price of the Regal one. - It took two weeks for them to come and collect their mattress and they finally partially refunded our money, which is against all their motto everywhere in their store! - That was the worst customer service our family experienced ever. They did not even reply our last several emails!! - We are going to file a legal complaint against Regal Sleep Solution to get our money back, and will share this disappointing experience in media to let other people know too.
4 comments
I called you a couple of times this morning, but could not reach you.
We expected a smooth refund process after all these hassles and inconsistencies.
Could you let us know why we have received partia... Read more
I called you again today, but you didn’t answer!
Please be advised that (as the next step) we will lodge a formal complaint to Customer Affairs Victoria, if you do not resolve this problem and make the full refund by the end of tomorrow, 2 Apr 2020.
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By Natalie G
Me and my hubby was looked after by Samantha Wickes, she went above and beyond to help us get what we wanted and what was suited to our body shapes, We felt very comfortable with Sam, she was just lovely and we acutely had a good time picking our new mattress. We would highly recommend anyone going to see her, she is real, funny and great at her job.
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Thanks for bed
Raegan kindly helped me to find just the right bed for my ailing back. I was guided by her to find a queen bed which met my budget and my health needs. Thank you Reagan.
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Mark FGreater Melbourne (Metropolitan), VIC
Excellent service and product
Sam was extremely helpful and provided friendly, knowledgable and professional customer service. She clearly explained the benefits of each mattress and helped to find the best one for my back.
1 comment
Tim S.Regal
Dear Mark, thank you for your kind words and lovely review. We are delighted that you enjoyed the service provided by Samantha. We pride ourselves on our high levels of customer service.
Kind Regards
Tim Simon
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Karen RGreater Melbourne (Outer), VIC
- 3 reviews
- VIC, Nunawading
- Verified customer
Sam provides attentive and personal service
Sam gave us great personal attention, answered our many questions and enabled us to sample many different mattress options without making us feel we were wasting her time. Thanks Sam!
1 comment
Tim S.Regal
Hi Karen, I'm absolutely delighted to read that you enjoyed Samantha's service at our Nunawading store. Thank you for taking the time to leave a review for us. Our customers happiness is our most important goal.
Kind Regards,
Tim Simon
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AnonymousGreater Melbourne (Outer), VIC
Thanks to Raegan for her advice and friendly service.
Thanks to Raegan for her advice and friendly service. She was very patient and assisted me and my children to choose the right mattress at an affordable price. Great job.
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VandanaGreater Melbourne (Metropolitan), VIC
Wonderful service, amazing quality.
Was referred to Regal Sleep Solutions by my physio after a car accident. Booked to have a mattress & pillow fitting. Raegan was not only knowledgeable, but kind, and fitted me with my injuries & pain in mind. Mattress & pillow combination are amazing, and have reduced a lot of my neck pain. Delivery guys were also super lovely, and made the whole process seamless.
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KieraGreater Melbourne (Metropolitan), VIC
Melbourne made quality!
Impressed with the service Raegan gave us in store, but even more so the quality of the mattresses. Buying from Regal Sleep solutions ticked all our boxes:
-Australian made
-Health professional designed and recommended
-Great customer service
-High quality
We were only going to check them out but was so impressed with the quality and experience. Felt we could sleep in the shop! After our purchase we sat/lay on other brand products and knew we made the perfect decision.
Excellent communication throughout the delivery process. They carried it i...Read more
nto the house and placed on the bed. The delivery guys were kind and considerate (they will take the plastic packaging and tape). And we loved the first night sleep on it! Very thankful for the whole experience.Similar opinion? Write a review on ieatwords.com.au!
AnthonyGreater Melbourne (Metropolitan), VIC
Great beds great staff
Accidentally ran across the shop in Nunawading and was pleasantly surprised how good the beds were, finding a perfect bed for us. Thanks to Sam for her help & expertise, your amazing.
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PaulGreater Melbourne (Outer), VIC
Above and beyond customer service
We were walking past the shop and went in as we had been talking about getting a new bed for too long. We had a chat with Samantha and got all the information we needed in clear discussion not a sales pitch.
We bought exactly what we needed to suit our needs.
When we had an issue with the delivery at our end Samantha called us back on her day off to make sure it was able to be sorted so we got our delivery before Xmas.
Customer service plus plus and follow up like it used to be.
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Great service with a smile
Today I got my mattress chosen with some great friendly and expert help from Sam. She went out of her way to find the right fit at the right price even after I changed my mind and changed my order. The mattress is fantastic! Thanks Sam
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BillGreater Melbourne (Metropolitan), VIC
Quality matress and beautiful service
quality Australian Made quality matress, excellent service and plenty of varieties that you can choose, I bought 1 queen size one,then I bought another on a week later, we like it
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The reviewer stated that an incentive was offered for this review
The customer is looked after.
Sue from the Nunawading store assisted me with sampling & finding the best fit mattress for me ensuring my spine was straight. She organised everything & made sure I was happy along the way in the whole process.
No fuss after deciding the mattress just wasnt for me.
Initially the mattress had a strong chemical-odour, but that faded. We decided to return the mattress under the 30day money-back-guarantee as it just didnt feel right. There was no problems in doing so. Glad we tried it regardless.
Sam from Nunawading was very helpful in offering suggestion before we decided.
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Anna
- 2 reviews
Great service!
Fabulous service from Sam Wickes at the Nunawading store. She understood our needs and was very attentive, knowledgeable about the mattress we required. My son plays a lot of sport and is quite tall so she directed us to the one which would support him best. He now cannot wait for delivery. Thank you Sue!
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Matty L.Greater Melbourne (Metropolitan), VIC
Great bed and great people!
My girlfriend and I were in the market for a new bed. After discussing some options together with some people, we went with our Chiropractors suggestion of heading down to Regal in Nunawading!
Reagan and Rob were delightful and helped us with the whole process. They asked heaps of questions to get a better understanding of what were looking for and left us to try each bed at our own pace! The whole process was really easy, and I can say, after sleeping on the bed for four months, that some mornings, I just don't want to get out of bed at all!
Thanks so much Reagan and Rob! Keep up the great work!
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LauraGreater Melbourne (Metropolitan), VIC
What a great experience!
We went on the weekend to the amazing Nunawading store and was attended to by Robert. He was absolutely fantastic and had a world of knowledge regarding these incredible beds! He wasn’t pushy and let us have our own time to think about what was best for us. We will definitely recommend Robert and the team to our family and friends! A great experience for such a big decision!
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The reviewer stated that an incentive was offered for this review
T LuongGreater Melbourne (Outer), VIC
- VIC, Nunawading
- Verified customer
We didn't know we need this so much in our lives
Awesome services and products!
My pregnant wife and I walked in Regal Nunawading shop to buy mattress for our parents, the sales girl was so helpful, giving us great advices on what to look for, we ended up buying 2 mattresses, 1 for our parents, 1 for us.
The quality is simply superb, we bought the 888 Super Firm line mattresses and that was the best purchase ever, my pregnant wife got on the bed and straightaway said "This is the one".
They also have a delivery team of hardworking, honest, and helpful young men.
We really love the services and the products we got from Regal Sleep Solutions, especially from their Nunawading branch. Will spread the words to our friends and family.
...Read more
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BecJTeeGreater Melbourne (Outer), VIC
- 2 reviews
Excellent service experience
I was referred to Regal by my physiotherapist and the idea of purchasing a new bed to suit my back was daunting. But, Raegan at the Nunawading store was amazing! She was very knowledgeable, helpful and really funny! We are super happy and excited for the arrival of our new mattress. Thanks Raegan!
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Fantastic Product.
Fantastic staff in store, spent lots of time helping me decide on a model suitable.
Sadly this would be 5 star if it was not for the lack of help when it came to picking up my order.
My housemate went to pick it up and he was just given it on a trolley and left to do the rest himself. Your staff really should have helped him getting it into his ute. It is not a 1 person job
1 comment
Tim S.Regal
Hi Adriaan,
Thanks so much for your feedback.... Read more
You are 100% right. We should have supported you more with the pickup. Thank you for the feedback and thank you for choosing regal. We are very grateful for your partnership. Cheers TimSimilar opinion? Write a review on ieatwords.com.au!
Perfect service at the nudawading store.
The girls at the nudawading homemaker store were extremely helpful and kind. Went in not knowing what I wanted and came out with a bargain and a perfect mattress.
Thank you!
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Tim S.Regal
Hi, we understand that things have not worked out for you recently. It is indeed trying times for many people. I am most distressed to read your story and it certainly doesn't match up to our service ... Read more
standards. I can assure you that we absolutely do not supply customers with second hand mattresses as part of any of our terms of service or offers. Floor stock has been often only on the floor for two weeks and I can only assume that the team member was looking for a faster solution for you.