Regal Sleep Solutions VIC, Richmond
- ✓ Verified company
40 reviews · Statistics
Reviews
Lovely service in store but disappointed with mattress
VIC, RichmondPurchased in store. After several trips, with lots of support from staff, we decided on a mattress. We didn't want super hard but we wanted firm with some support. We love the bed base with drawers built in but quickly realised the mattress was too soft. We paid the extra to swap to a firmer mattress. We appreciated the option to do this, despite the cost. Very disappointed to report that even the new mattress is too soft! We flip it and turn it often but already (mattress is about a year old) we have dips in each side of the King mattress wher
... Read moree we sleep. I dont enjoy the mattress, feel in a bit of a hole after about 30 mins in the bed. And turning to my other side feels like a real effort. I had already exchanged one mattress and was desperate not to spend another ($200) plus extra for a different mattress so I kept persevering in the hope that it would grow on me and the trial period came and went It still hasn't grown on me:( We just felt disappoibted as we excitedly saved and bought ourself what we thought was a higher end mattress and have ended up disappointed. regal sleep staff are helpful during the purchasing process but less helpful when you begin to question the mattress. June 27th 2022 Update: Mattresses dip and cause backache-Tried 3 of their mattresses! Customer service is good and in-store they were really helpful. That's we bought decided to buy a Noosa mattress. Exchanged it within the month trial period, paid for the delivery of a second firmer mattress. Tried to stick with that and felt I couldn't ask to swap it as we'd gone past the one month trial period. Like the first mattress, it quickly dipped (we aren't overweight) and I woke up with backache. Just did not like our mattress. Left a review on here as I was genuinely gutted about choosing a Regal mattress and feeling disappointed and uncomfortable. Tim wrote back and swapped out mattress again, this time our third mattress! Was so grateful for this chance to get a good mattress and exchange again, and the exact same thing happened. Our THIRD Regal sleep mattress dipped on both sides, causes backache, takes effort to change positions and flip over. This week I have been unwell and slept in the other room for a week. Slept like a dream, on an old double mattress we have. Slept through the night every night. Went back to the Regal mattress last night and woke up multiple times in the night, in the dips, needing to shift to a new spot on the mattress hoping to get out of a dip, and with backache. Just truly disappointed as we don't have the money to buy a new mattress so just have to soldier on with this one. We do love the base however, that we had made by them. So unfortunately I'd say the only one I haven't tried is their Healthy-life mattress so can't speak for that one but I really wouldn't buy a mattress from Regal again.As mentioned before, everyone in this company are nothing but helpful and friendly. They have offered to swap our mattress for something firmer (the Exquisite I believe). Having spent hours on their m
... Read moreattresses in the shop, I think their top of the range Healthy Life mattress would be my ultimate choice (surprise surprise!) but it is a different price bracket so it’s only for those who can afford it. Once we’ve arranged our swap and tried the firmer mattress I’ll update here. Am so hoping we don’t have dipping again and no backache upon waking. Am very appreciative of the opportunity to swap again.Unfortunately the exact same thing has happened with our third mattress. Both sides dipped, tossing and turning at night, wake up very achey. So very disappointed. I was ill recently and slept in our
... Read morespare room for a week on an older mattress and I slept so much better. Slept through the night and woke up ache-free. My only conclusion can be that Regal Sleep mattresses have been a real disappointment for us.Experience
VIC, RichmondStore experience was poor. Not many options to explore making it pointless to go to the store. Got pillows that weren't even put in a bag. The store was not of any help at all. Mattress Return will make you a good $200 poor. Delivery experience was much worse. Got zero notice for smack in the middle of day delivery. I would not buy anything from them again.. already regretting it.
... Read more
Hi Phil,
I am so sorry you feel that way.
If there is anything I can do to fix the situation please let me know. My number is 0424 599 764.
Rather conflicted with what to rate this company...
VIC, RichmondSo here is my experience with RSS. Purchased a Healthy Life Mattress. Mattress was faulty, so they replaced it with a new one in three days. Fabulous. Second mattress much the same after three weeks. Sinking in, no support what so ever, I had to lie in the 'speed hump' to get the support I expected from the whole mattress... And, realistically, for it to feel that pronounced in three weeks is a worry in itself. We did rotate the mattress as asked, but still the same. Organised my refund without a problem. Annoyed at loss of time and slee
... Read morep, but the company stood by its word and offered a refund without any hassle. Then I find out that it takes a couple of weeks for the cheque to be sent out. So not only do I have to wait a couple of weeks, I then receive a cheque that I need to wait a further 3-5 days to clear! Service would have been a four (There's always one little snot you have to deal with, thank goodness it was ever so briefly), but the cheque waiting brings it down to a two. Mattress would have been a 1, but hubby didn't mind it so it's also at a 2. It's my opinion that the height difference between my husband and I (5.3 vs 6.2) played a big part in the way we felt on this mattress. My parents bought a HLM in the plush and are fine with it, both similar height and taller than me. Given they offer the refund, if you're thinking about giving them a try, then go for it. You will be left, around, $200 out of pocket after delivery/admin fees if you choose to get a refund, but if you're taller, it's worth taking the risk. Oh yeah, you also have the option to swap it for a different firmness or a different range altogether.Hi Nat,
Thanks for taking the time to express your concerns with the business. I am glad to hear that we tried our best to give a great night sleep.
... Read more I am really pleased that both your parents and husband were really happy with us and our mattresses. I would like to offer you a terrific solution: Regal was able to design a mattress for Andrew Bogut and his wife who have a much bigger size difference then you and your partner (5.6 vs 7.2) I am sure we can design something special for you. I would love to invite you to our factory in Noble Park for an exclusive VIP mattress design session.You can view how happy Andrew Bogut an NBA world champion is with his custom HLM mattress at - https://www.facebook.com/RegalSleepSolutions/photos/a.440660216041858.1073741827.223690804405468/440660756041804/?type=1&theater I hope you take me up on this offer - As you have said, we are a company of our word. I have reviewed your conversation with Shannon at our Richmond store, and she said that you will get your cheque back at worst case scenario 2 weeks. Did it end up taking that long? As a family business I feel that your review is quite harsh. Our company has done everything to try and please you and I am sincere in my offer in the VIP mattress design session with you and your partner at our factory. I would appreciate you reconsidering this star rating, as it may affect our business negatively and we rely on positive feedback to continue to grow. Regal employs 70+ Australian workers in both domestic manufacturing and retail, which as I am sure you are aware is tough to compete in a global market. Your support,understanding and hopefully reconsideration of your rating would be appreciated. For further discussion I am available any time to sort this out - 0424 599 764 Kind regards, Tim.Hi Tim,
Thank you for your reply, but I wouldn't dare think about leaving a customer deprived of a $200 refund cheque for up to two weeks, let alone a $2000 cheque!
... Read more I can appreciate you're running a family business, but why not refund back onto the credit card I paid with - you would then also be refunded the merch fees from the bank? Also, upon reviewing the phone call you would have heard her first say I would receive the cheque in a couple of weeks. It wasn't until I questioned her about it, in an annoyed/astounded voice, that she said at worst, up to two weeks... So, it could well take a couple of weeks to reach me. The mattress was picked up last Thursday and I haven't yet received the cheque. I will keep you updated on its progress, and if it arrives in a timely manner I may increase my rating. Also, I understand you are trying to put a positive spin on your reply, but please try to avoid freely interpreting my comments. Thank you for the offer of the VIP mattress, but I have already purchased another. I will keep this in mind if the mattress I have purchased does not work out. Please understand that I only included the last few sentences in my review because you are an Australian family business and because I think, for the right people, you would be the great fit. I don't think my review was 'quite harsh', I think it is honest and a true representation of my dealings with your company. While your customer service was great (bar the obvious) I expected a lot more from a mattress with an RRP of over $4000 and it just did not deliver for me. Again, I will let you know when I receive the cheque. Cheers, NatHi Nat,
Thanks for your reply. I was unaware that you still had not received the cheque. I will make that I priority today and fast track it to you.
... Read more Thanks for your support. Cheers TimDetails
Category | Physical Shops and Furniture Shops | Physical Shops and Furniture Shops | Physical Shops and Furniture Shops | Physical Shops and Furniture Shops |
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Type of Furniture Offered | Mattresses | Mattresses | Mattresses | Mattresses |
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Hi Jae,
I'm so sorry you are not 100% happy with your mattress. We care deeply about making every client of Regal a Raving Fan and I am certain we can solve this issue for you.
... Read morePlease call me personally to arrange a remedy for your mattress and quality of sleep. Cheers Tim Simon - 0424 599 764