Neelam, Mark and Natasha Nagra with M&N Mattress Shop walked away with the company’s fourth Better Business Bureau Vancouver Island Torch Award at a recent gala in Victoria. M&N was one of only two stores in its industry to be a finalist and one of only two firms outside Victoria to win.

Neelam, Mark and Natasha Nagra with M&N Mattress Shop walked away with the company’s fourth Better Business Bureau Vancouver Island Torch Award at a recent gala in Victoria. M&N was one of only two stores in its industry to be a finalist and one of only two firms outside Victoria to win.

Hoisting the Torch again in Parksville

Parksville furniture and mattress retailer picks up fourth Better Business Bureau Torch Award

When one of your local Parksville retailers wins a Better Business Bureau Vancouver Island Torch Award, up against merchants from around Victoria, it’s a clear sign they’re doing many things right. From approximately 1,300 BBB accredited businesses on the Island, about 40 finalists are chosen and just 13 take first-place honours.

M&N Mattress Shop’s Mark Nagra was surprised when he and wife Neelam’s company won their third straight Torch Award and fourth overall, this time in the Lifestyle and Leisure category. Earlier this year, M&N also won the 2019 Vancouver Island BE Business Award in the retail category.

“It was a similar feeling to the first time we won in 2015,” Mark says, adding that the Torch Award is a product of dedication and commitment seen throughout the M&N Mattress team. “From our entire sales, admin and delivery team, to our customers and our great suppliers this is a total team effort.”

Awards reflect many business qualities

The BBB Torch Awards are based on customer input and reflect a merchant’s performance in four areas: community engagement, ethical decision making, trustworthiness and perhaps most importantly, customer service excellence. “I think if you provide excellence in customer service – we deal with suppliers who provide great service too – at the end of the day everything else will fall into place,” Mark says.

Your reviews make a difference

As soon as they won, Mark shared the news with his entire team. He says it’s important to all of them that as a customer you feel taken care of and treated with respect, start to finish.

“Our delivery guys Troy and Eric are mentioned in pretty much all of our reviews,” he says of the BBB award comments. “They’re the last part of our team that you’ll see. From the time we welcome customers into the store or on the phone, to the moment our delivery staff say ‘thank you very much, I hope you enjoy your mattress or cabinet bed,’ and the follow-up later, everything counts. It’s not easy to build a great team, but we are lucky to have that.”

Broad-based service excellence

Mark and Neelam opened M&N Mattress at 1-291 East Island Highway in Parksville 19 years ago, and their approach to business continues to resonate with customers. They’ve built an A+ rating with the BBB rating and have a superb 4.9-star rating on Google (one of the best in the furniture/mattress industry in Canada). Their second store, WR Mattress Gallery in White Rock, equals those ratings and won the 2017 BBB People’s Pick Award on the Lower Mainland. “We have a formula that we stick to, and it’s called striving for excellence in customer service,” Mark says. “Location, location, location helps, but service , service, service matters most.”

Charities, staff benefit from win

The Nagras promised to donate $1,000 to a local charity if they won, as a good luck or blessing. They’re adding $500 to that amount. “We’ll split the total between the Society of Organized Services and the Salvation Army, to thank the community that has always supported us,” Mark says. They also plan to treat their staff to a dinner and refreshments to celebrate together as a team.

Mark and Neelam welcome you to stop by the store to say hi and check out what’s new. You can also find out what’s new at parksvillemattress.com or mnsofa.ca, by calling 250-248-7133 or visiting M&N’s Facebook page.

Just Posted

(File photo)
PQB crime report: Vandals strike in Parksville, prowler lurks in Nanoose Bay

Oceanside RCMP receive 276 complaints in one-week period

The intersection of Despard Avenue and Moilliet Street, where a child was struck and injured in November 2020. (Mandy Moraes photo)
High-traffic Parksville intersection to get temporary 4-way stop

City staff to monitor effectiveness of traffic-calming measure at Despard and Moilliet

Vancouver resident Beryl Pye was witness to a “concerning,” spontaneous dance party that spread throughout social groups at Kitsilano Beach on April 16. (Screen grab/Beryl Pye)
VIDEO: Dance party erupts at Vancouver’s Kitsilano Beach to the dismay of onlookers

‘It was a complete disregard for current COVID-19 public health orders,’ says Vancouver resident Beryl Pye

A syringe is loaded with COVID-19 vaccine at a vaccination clinic run by Vancouver Coastal Health, in Richmond, B.C., Saturday, April 10, 2021. THE CANADIAN PRESS/Jonathan Hayward
B.C. to open up COVID vaccine registration to all B.C. residents 18+ in April

Registration does not equate to being able to book an appointment

(Black Press file photo).
Multiple stabbings at Vancouver Island bush party

Three youths hospitalized after an assault in Comox

Selina Robinson is shown in Coquitlam, B.C., on Friday November 17, 2017. British Columbia’s finance minister says her professional training as a family therapist helped her develop the New Democrat government’s first budget during the COVID-19 pandemic, which she will table Tuesday. THE CANADIAN PRESS/Darryl Dyck
B.C. finance minister to table historic pandemic-challenged deficit budget

Budget aims to take care of people during pandemic while preparing for post-COVID-19 recovery, Robinson said

Each spring, the Okanagan Fest-of-Ale is held in Penticton. This year, as a result of the COVID-19 pandemic, the festival will not be held. However, beer is still available. How much do you know about this beverage? (pxfuel.com)
QUIZ: How much do you really know about beer?

Put your knowledge to the test with this short quiz

Pat Kauwell, a semi-retired construction manager, lives in his fifth-wheel trailer on Maxey Road because that’s what he can afford on his pension, but a Regional District of Nanaimo bylaw prohibits using RVs as permanent dwellings, leaving Kauwell and others like him with few affordable housing options. (Chris Bush/News Bulletin)
Housing crunch or not, it’s illegal to live in an RV in Nanaimo

Regional District of Nanaimo bylaw forcing pensioner to move RV he calls home off private farm land

Lord Tweedsmuir’s Tremmel States-Jones jumps a player and the goal line to score a touchdown against the Kelowna Owls in 2019. The face of high school football, along with a majority of other high school sports, could significantly change if a new governance proposal is passed at the B.C. School Sports AGM May 1. (Malin Jordan)
Power struggle: New governance model proposed for B.C. high school sports

Most commissions are against the new model, but B.C. School Sports (BCSS) and its board is in favour

The B.C. Centre for Disease Control has listed Harbour Air and Air Canada flights to and from Nanaimo, from April 3, 4 and 12, on its list of flights with COVID-19. (News Bulletin file)
COVID-19 cases reported for Nanaimo flights, says disease control centre

Nanaimo flights for April 3, 4 and 12 listed on BCCDC’s list of flights with COVID-19

A motorcycle instructor going through a traffic cone course. (Photo courtesy of BC Traffic Services)
B.C. Traffic Services reminds drivers to share the road with motorcyclists

36 riders are killed in 2,400 crashes involving motorcycles on B.C. roads every year

Most Read