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 or, by calling 250-248-7133 or visiting M&N’s Facebook page.

Get local stories you won't find anywhere else right to your inbox.
Sign up here

Comments are closed

Just Posted

Remote surveillance helps RCMP nab suspect following Parksville break-in

Stolen items returned after business owner takes quick action

PQB News editor battles cancer through pioneering treatment

Vancouver Island rallies around JR Rardon and family during stay in Seattle

Port Alberni man arrested after police seize suspected illicit drugs in Nanoose Bay

Car stopped, impounded after driver clocked travelling at more than twice the posted speed limit

Oceanside Generals back on winning path

Gens score tough VIJHL home wins vs Buccaneers, Glacier Kings

WHO says China virus not global health emergency

The decision came after Chinese authorities moved to lock down three cities on Thursday

VIDEO: ‘Porn’ answer was a wrong one for Surrey family on ‘Feud’ game show

Surrey’s Rams competed on the TV show Wednesday night

Abandoned boats left to freeze on Okanagan Lake cause chaos

Over the last week weather conditions have caused three separate incidents

B.C. teacher witnesses coronavirus terror in Shanghai: ‘Everyone is on edge’

Face masks and hand sanitizer ‘sell out’ as 9 SARS-like illness cases confirmed in the city

B.C.-based firefighting plane crashes in Australia, killing three

Three people are confirmed dead in the crash in New South Wales

Living near major roads linked to higher risk of dementia, Parkinson’s: UBC study

Green space could mitigate some of the risks, researchers found

TODAY: Black Press Media Extreme Career and Education Fair! Don’t forget your resumé

A strong resumé leaves a lasting impression – literally

B.C. privacy commissioner suggests media civility for Prince Harry and Meghan

Lawyers for the Duke and Duchess of Sussex reportedly sent a letter to British press threatening legal action

Victoria’s plastic-bag ban ended by Supreme Court of Canada

City’s leave to appeal lower court’s decision denied

Most Read