Mattress Firm in new omnichannel product protection partnership
The nation’s largest mattress specialty retailer is teaming up with an AI-based technology vendor to offer extra protection for purchases.
Mattress Firm Group Inc. is partnering with Extend, a provider of artificial intelligence-enabled product protection, shipping protection, and automated post-purchase solutions, to launch a new omnichannel program called FirmCare powered by Extend.
Based on Extend technology, FirmCare powered by Extend provides protection against accidental damage to mattresses, as well as extended protection for adjustable bases. The program integrates Extend's technology across Mattress Firm’s more than 2,300 nationwide locations, as well as online at mattressfirm.com.
"At Mattress Firm, we're committed to providing our customers with the best sleep solutions, and that extends beyond just finding the right mattress,” said Josh Feinberg, executive VP of merchandising and innovation at Mattress Firm. “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."
FirmCare powered by Extend comes with 24/7 online support and a claims experience that Mattress Firm says processes most claims in 90 seconds or less. The retailer intends to enhance its customer experience and give shoppers another reason to remain brand loyal if issues arise by offering this program.
The service utilizes Extend's pre-built technology to create a program customized for Mattress Firm and its customers. The protection plan program includes a one-time replacement for mattress protectors.
In addition, Extend simplified and streamlined the launch with in-field training at Mattress Firm locations, enabling associates to learn management content, analytics and reporting, and other aspects of the program.
"We couldn't be more excited to provide Mattress Firm customers the ultimate product protection experience," said Extend founder and CEO Woodrow Levin. "Customers come to Mattress Firm because they know that's where they'll get the best value for their dollar, and now they're able to extend the life of their products and gain even greater peace of mind thanks to FirmCare powered by Extend."
Mattress Firm gets new owner
Mattress Firm is rolling out its new omnichannel product protection plan following the recent completion of Tempur Sealy International’s acquisition of Mattress Firm Group Inc. The total purchase price was approximately $5 billion, which is about $1 billion more than when the deal was first announced.
[READ MORE: Tempur Sealy to change its name; completes acquisition of Mattress Firm]
Under the terms of the deal, Mattress Firm, Dreams and Tempur Sealy will operate as decentralized business units under a new organization called Somnigroup International. Mattress Firm and Dreams will continue to operate as multi-branded retailers. Tempur Sealy, primarily a manufacturer, will continue to serve third-party retailers as well as Mattress Firm, Dreams and Tempur Sealy direct-to-consumer channels.
Tempur Sealy said it expects to complete its previously announced divestiture of 73 Mattress Firm stores and the company's Sleep Outfitters subsidiary, which includes 103 specialty mattress retail locations and seven distribution centers, to MW SO Holdings Company ("Mattress Warehouse") in the second quarter of 2025.
Founded in 1986, Mattress Firm operates more than 2,300 stores in addition to an e-commerce site. Tempur Sealy’s brands include Tempur-Pedic, Sealy and Stearns & Foster, along with non-branded offerings consisting of private label and OEM products. The company’s products are sold through its 700-plus stores and e-commerce channels as well as third-party retailers.
