Mattress Firm guarantees happiness or money back

Customers now have 100 days to return purchases

August 24, 2010 HOUSTON — Happiness now comes with a guarantee at specialty retailer Mattress Firm.

The retailer, based here, said it is breaking ground with its Happiness Guarantee. If consumers aren't happy, they get their money back.

The companywide guarantee is designed to give consumers additional peace of mind by giving them 100 days to be happy with their mattress. The retailer also says it will offer mattress exchanges with no hidden re-stocking or sanitation fees, just standard transportation charges.

"You cannot put a price on peace of mind," said Steve Stagner, CEO of Mattress Firm. "We must change our mindset. Most retailers put customers through hoops, and worst of all, hide behind their policies, while not focusing on the most important aspect of service, which is customer happiness."

He added, "Customer service and policies in America today are horrible, and the companies that understand how to treat customers like they would want to be treated will sustain growth and prevail in a recession. Our goal is to make the customer happy from the minute they step through the doors. However, if a customer cannot be satisfied, we shouldn't charge them for it. It's the right thing to do."

Mattress Firm also is making happiness a theme of its social networking efforts. Facebook users can become a fan of the retailer and can submit their best "happy" photo to become eligible to win a Tempur-Pedic sleep set and other prizes. Mattress Firm is one of the largest U.S. bedding specialty retailers with more than 580 stores in 22 states.

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