Mattress Firm Partners with Extend to Enhance Customer Protection Experience

Mattress Firm Partners with Extend

In a significant move aimed at boosting customer satisfaction, Mattress Firm, the largest mattress specialty retailer in the United States, has launched a new product protection program called FirmCare. This initiative is powered by Extend, a leading provider in the realm of product protection services. This partnership signifies Mattress Firm's dedication to not only providing quality sleep products but also ensuring that their customers receive continued value through enhanced service provisions.

The FirmCare program is designed to safeguard customers from accidental damage to their mattresses and adjustable bases. Drawing on Extend's extensive expertise in the mattress and furniture protection sectors, this program has been seamlessly integrated into the operations of over 2,300 Mattress Firm locations nationwide, as well as on the official website, mattressfirm.com.

Josh Feinberg, Executive Vice President of Merchandising and Innovation at Mattress Firm, expressed enthusiasm about this endeavor. He stated, "At Mattress Firm, we’re committed to providing our customers with the best sleep solutions, and that extends beyond just finding the right mattress. FirmCare powered by Extend allows us to offer added protection and peace of mind, ensuring that customers can enjoy their investment for years to come. By partnering with Extend, we've created a seamless protection program that enhances the customer experience while also driving value for our business."

One of the standout features of the FirmCare program is its 24/7 online support, catering to customer queries and claims at any time. Claims are processed impressively quickly, with most being completed in 90 seconds or less, thereby ensuring that any issues customers might face are addressed promptly. This not only improves Mattress Firm's reputation for customer service but also provides customers with a compelling reason to stay loyal to the brand, knowing they have reliable support in times of need.

Woodrow Levin, the CEO and Founder of Extend, shared excitement about this collaboration, stating, "We couldn't be more excited to provide Mattress Firm customers the ultimate product protection experience. Customers come to Mattress Firm to find the best value for their dollar, and with FirmCare, they're able to prolong the life of their products and achieve even greater peace of mind."

In addition to these features, FirmCare includes specific provisions such as a one-time replacement for mattress protectors—something that sets Mattress Firm apart from many competitors in the industry. The launch was facilitated through Extend’s robust field support capabilities, which encompassed detailed training for in-store representatives, comprehensive learning management content, and analytical reporting tools to enhance performance tracking and program effectiveness.

Operating for more than 90 years, Mattress Firm has focused on solving America’s sleep problems through a wide array of brands and products. The company employs more than 6,000 Sleep Experts® who are dedicated to guiding customers towards the best sleep solutions tailored to their unique needs. In addition to their vast selection of top-tier products—including popular brands like Beautyrest, Sealy, Serta, and Tempur-Pedic—Mattress Firm engages in philanthropic efforts to support local and national charities and encourages employee volunteering for community service.

To find out more about the FirmCare program and explore Mattress Firm's extensive product lineup, visit mattressfirm.com. The partnership between Mattress Firm and Extend bolsters a commitment to customer care and innovative solutions, ensuring that millions of Americans can achieve better sleep with the peace of mind that comes with robust product protection.