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Privacy Policy

Mattress Firm Privacy Policy

Last updated: December 31, 2022

Mattress Firm, Inc. and its brands, including Sleep Experts and Sleep.com (collectively, “Mattress Firm,” “we,” “us” and “our”), are committed to making your search for the perfect mattress and a great night’s sleep as pleasurable and easy as possible. Maintaining your privacy is part of that commitment. By interacting with Mattress Firm through our stores, websites, customer service desk, MattressMatcher® application, mobile applications, events, products, and services, you expressly consent to the collection and use of information about you as described in this Privacy Policy. We may change or add to this Privacy Policy, so we encourage you to view it periodically. This Privacy Policy is made available to you for information purposes only and is not a contract between you and Mattress Firm.
What is Not Covered by this Privacy Policy?
If you applied for a Mattress Firm credit card or any other financing or leasing at our stores, events, online, or on your mobile device, this Privacy Policy does not apply to information that you submitted in your application, which was collected by a third-party on behalf of our financing and leasing partners, not Mattress Firm. These partners have their own privacy policies, which we encourage you to review before you submit your application. You may contact our financing and leasing partners directly for information on their privacy policies and for detail on how they use your personal information.

Our stores, websites, applications, events, and services are intended for general audiences only and are not directed at persons outside of the United States or at children less than 16 years of age. We do not knowingly collect personal information from persons outside of the United States or from children under 16 years of age.

If you are an employee or have applied for a job with us, you can review our Employee Privacy Statement. here, which describes information that we collect and use for employment purposes.
Types of Information We Collect About You
During the past year, we have collected the following information about our guests and others. We may collect such information about you:


Categories of Information

Information

Identifiers

Name

Signature

Postal address

Email address

Date of birth

Account login

Account password

Telephone number

Driver’s license number or state identification card number

Vehicle license plate number

Bank account number

Credit/debit card account number

Comfort and sleep environment preferences

Special status designation (e.g., first-responder, military, etc.)

Tax identification number

Commercial information

Records of products or services purchased, obtained, or considered, or other purchasing or consuming histories or tendencies

Internet or other electronic network activity

Internet or other electronic network activity information, including, but not limited to, browsing time, browsing history, search history, and information regarding your interaction with an internet web site, application, or advertisement

Geolocation data

Geolocation data (not more precise than your zip code)

IP address

Inferences

Inferences drawn from any of the above information to create a profile about you reflecting your preferences, characteristics, psychological trends, preferences, predispositions, behavior, attitudes, intelligence, abilities, and aptitudes

SleepScore®

Audio, Electric, Visual, or Similar Information

Recording of customer service calls. In-store video recordings.
How Do We Collect Your Information?
We collect information directly from you. We may collect this information when you:

  • Visit our stores, events, or websites
  • Register with, or create an account on, our websites or applications
  • Respond to a survey given by or on behalf of us
  • Buy products or services from us, whether online, in-store or at one of our events
  • Contact us by phone, e-mail, online chat, webform or mail
  • File a warranty claim or return or exchange a product
  • Participate in a sweepstakes or similar promotion sponsored by, or in partnership with, us
  • Sign-up to receive emails or text messages from us
  • Leave comments or reviews on our websites
  • Post a photo or other content or send us a message via our channels on social media platforms like Facebook, Instagram, and Twitter
  • If you use the MattressMatcher® application in any of our stores, events or online
  • If you use our Sleep.com mobile app.  You may access the Sleep.com mobile application Privacy Policy here.

We use tracking tools, such as clickstream data, cookies and pixel tags, to collect information from you. The information collected is non-personalized and does not identify you. You may disable some of these tracking tools by managing your cookie preferences on our website; however, if you choose to use our website, you expressly consent to the use of those tracking tools that are necessary for the proper functioning of our websites.

  • Clickstream Data.  We collect clickstream data, which provides a non-personalized record of your activity on the internet using the items and webpages that you click on.  We use this data to analyze how you use our websites.
  • Cookies.  We collect cookies, which are small text files that may be stored on your device when you use our websites.  The cookies we use may contain information – such as a unique user ID – or collect information, such as your email address if you create an account with us on any of our websites.  Cookies allow us to recognize your device when you return to our website. They also help us to understand how you use our website and to provide you with advertising and content that we think may be of interest to you.
  • Pixel Tags.  A pixel tag (also known as a web beacon) is a small string of code that represents a clear graphic image.  We use pixel us to collect non-personalized information about your activity on our website (e.g., time, date, duration, and number of page views), so that we can improve our website functioning and to provide you with advertising and content that we think may be of interest to you.

We allow third-party companies (e.g., Google and PayPal) to place tags on our digital properties. The tags may collect information about your activity on our websites and may be used by these third parties to provide us with data and marketing analytics, to assist us with creating or effecting advertising campaigns, and to assist with order fulfillment. Our Privacy Policy does not cover these third-party companies. Please contact these third-party companies (e.g., Google and PayPal) directly for more information about their privacy policy and your choices regarding the tags and the information collected by the tags.

We may collect information about you from our advertising networks, financing partners, data analytics partners and data brokers. We use information collected for marketing purposes, to analyze and enhance data that we have and for other internal business purposes such as performance optimization.

We may also collect information about you from a friend or family member. A guest may purchase a product and ask that we deliver it to you. A friend may also tag you in one or more of our social media posts to enter into a sweepstakes that we sponsor.

How Do We Use Your Information?

During the past year, we have used information that we have collected about our guests and others for the following business purposes. We may use the information that we collect about you for the following business purposes:


Business Purpose


Information Used


To complete your purchase and create a record of your sales order.


Name

Postal Address

Telephone number

Email address

Account login – for online purchases

Account password – for online purchases

Record of products or services purchased


To accept and process your payment.





Name

Postal address

Email address

Telephone number

Credit/debit card account number

Driver’s license number or state identification card number

Date of birth


To deliver the products and services that you order and to haul-away your unwanted mattress.





Name

Postal address

Email address

Telephone number

Record of products or services purchased


To administer your participation in a sweepstakes, contest or other promotion and report your winnings to a government tax authority.





Name

Postal address

Email address

IP address

Special status designation (e.g., first-responder, military, etc.)

Tax identification number


To market and advertise to you.


We use your information to send you communications about special promotions or offers via regular mail, email and text messaging. We may send you emails if you register on our website or mobile application, Sleep.com, or if you give us your information in one of our stores or pop-up events. We may use information about you collected across different online services and non-affiliated websites and from the various devices you may use, to market to you (including by online ads) based on your interests. For example, if you view a product on our website, you may see ads for that product on our or third-party websites. We also use your information collected from our MattressMatcher® application, Sleep.com mobile application, financing partners and data and analytics partners to make product, service and content recommendations to you.

We may use your information across all of our brands (e.g., Sleep Experts, Mattress Firm and Sleep.com).


Name

Postal Address

Email address

Telephone number

Account login

IP address

Geolocation data

Comfort and sleep environment preferences

SleepScore®

Records of products or services purchased, obtained, or other purchasing or consuming histories or tendencies

Internet or other electronic network activity information, including, but not limited to, browsing time, browsing history, search history, and information regarding your interaction with an internet web site, application, or advertisement

Inferences drawn from any of the information that we collect about you to create a profile about you reflecting your preferences, characteristics, psychological trends, preferences, predispositions, behavior, attitudes, intelligence, abilities, and aptitudes


To provide you with customer service (e.g., warranty claims, exchanges, returns, store locator, answering your questions, etc.).


Name

Postal Address

Email address

Telephone number

Account login

IP address

Geolocation data

Records of products or services purchased, obtained, or other purchasing or consuming histories or tendencies

Internet or other electronic network activity information, including, but not limited to, browsing time, browsing history, search history, and information regarding your interaction with an internet web site, application, or advertisement


To survey you about your experience with us.





Name

Postal address

Telephone number

Email address


To detect and prevent fraud and criminal activity and to administer our loss prevention program.


We may use your information to protect you and our company, customers, and employees. For example, we collect your signature upon product delivery to establish proof of delivery.  We also track your browsing behavior on our websites, and verify information that you provide at checkout, to detect and prevent fraud.  If you decide to pick up your purchase in-person, we may ask to see your drivers’ license (but will not store a copy of it) to confirm that the person picking up the order is the person that placed the order. If you refuse to show us your license, we may collect your vehicle’s license plate number to establish, as part of our loss prevention program, a record of who picked up the product.  We may also use cameras in our stores to administer our loss prevention program.


Name

Signature

Postal address

Driver’s license number or state identification card number

Credit/debit card account number

Vehicle license plate number

Geolocation data (not more precise than zip code)

Internet or other electronic network activity information, including, but not limited to, browsing time, browsing history, search history, and information regarding your interaction with an internet web site, application, or advertisement


To conduct internal research and data analytics.


We may use information collected about you to conduct research for purposes of improving our merchandising, sales, marketing, customer experience and real estate strategies and to evaluate our performance.  We may use information collected about your behavior on our websites and applications and your purchase history to make improvements to our websites, applications, stores and our product and service offerings.


IP address

Geolocation data

Records of products or services purchased, obtained, or other purchasing or consuming histories or tendencies

Internet or other electronic network activity information, including, but not limited to, browsing time, browsing history, search history, and information regarding your interaction with an internet web site, application, or advertisement

Inferences drawn from any of the information that we collect about you to create a profile about you reflecting your preferences, characteristics, psychological trends, preferences, predispositions, behavior, attitudes, intelligence, abilities, and aptitudes


To pay you for goods and services that you provide or to otherwise pay what we owe to you.


If you are a vendor or landlord that is a natural person, we collect your personal information so that we can verify your payment information, report payments that we make to you to the applicable taxing authority (e.g., IRS) and to remit payment to you. If you win a prize under a sweepstakes that we sponsor, we may collect your tax identification number to report your winnings to the applicable taxing authority.


Name

Postal Address

Telephone number

Email address

Bank account number

Tax identification number


To communicate with you for business-to-business purposes.








Name

Postal Address

Telephone number

Email address

How Long Do We Keep Your Information?
We keep your information as long as we reasonably anticipate needing it to comply with applicable law, to enforce our rights and to support our ongoing business relationship with you, in accordance with our policies. As an example, if you have purchased a product from us, we anticipate that we may need your personal information to:

  • Meet your reasonably anticipated customer service needs (e.g., providing copies of sales receipts and responding to questions that you may have regarding the merchandise and services that you ordered).
  • Assist you with any current or future warranty claims.  Please note that the products that we offer often come with warranties that last several years from the date of original purchase.
  • Process returns and/or fulfill exchanges.
  • Contact you in the event of a product recall or other issue relating to the product or services that you have purchased.

So that we may continue to market and advertise to you, we will not remove you from our marketing list unless you unsubscribe from all marketing communications from us or ask that we delete your information from our records.
How Do We Share Your Information?
We may share information that we collect about you for our business purposes and as legally required or permitted.

With our Service Providers.

We may share information that we collect about you with companies that provide us with services in support of our ongoing operations. For example, we allow our fraud prevention vendor, Forter, Inc., to collect information about your activity on our websites, as well as information you may provide at checkout, to detect and prevent fraud. We may also share information about you with payment processors, delivery routers, contractors and schedulers, shippers, product suppliers, product order processors, technical service vendors, companies that conduct surveys on our behalf, and companies, like direct mail providers, that help us market our products and services. These companies must agree to appropriate restrictions on the protection and use of your personal information.

With our Advertisers and Marketers.

We may share your information with advertising and marketing partners to provide you with targeted advertising and promotions and to enable you to give us feedback about the products that you purchase from us. For more details, please see the section of this Privacy Policy titled, “Third Party Advertising Partners and Targeted Advertising”.

With our Financing and Leasing Partners.

We may share your information with our financing and leasing partners to prescreen you for financing and leasing offers that we may communicate to you. Also, if you purchase a product from us using your Mattress Firm credit card or other financing or leasing applied for in-store, online or at one of our pop-up events, we inform the applicable finance or leasing company of your sales order information. We may also share your information to resolve chargebacks, disputes, errors and fraudulent activity associated with your financing or leasing account.

With our Suppliers.

In instances where we do not administer a product’s warranty, we may provide your information to the supplier of the product so that your warranty claim can be handled. We may also share information with our suppliers to respond to your reviews and questions about their products and services. If a supplier is responsible for directly shipping an ordered product to you, we provide your order and contact information to the supplier so that the product can be delivered to you.

With Government Authorities.

We may share your information as required or requested by a governmental agency (e.g., to respond to a court order or subpoena and report payments to applicable taxing authorities).

With Law Enforcement and Collection Agencies.

We may disclose your information to law enforcement if we suspect fraud. We may also share your information as part of an investigation or to report actual or suspected criminal activity. We may disclose your information to assist us in collecting a debt owed to us by you.

With Strategic Business Partners.

As we continue to develop our business, we or our affiliates may sell or buy other businesses or entities. In such transactions, your information may be one of the transferred business assets.

At Your Direction.

We may share your information as requested by you.
How is Your Information Sold or Shared under the CCPA?
During the past year, we have Sold or Shared the following information that we have collected about our guests and others who reside in California. Please note that in this section of our Privacy Policy, “Sold” and “Shared” have the meanings given to them by the California Consumer Privacy Act.

Categories of Personal Information Sold or Shared

  • Internet or other electronic network activity (e.g., collected by cookies and pixel tags)
  • Identifiers (e.g., name, postal address, email address, telephone number)
  • Commercial Information (e.g., products or services purchased, purchase history)

Categories of Third Parties to Whom Personal Information was Sold or Shared

  • Advertising Networks
  • Data Analytics Providers
  • Data Brokers
  • Merchandise Suppliers

Third Party Advertising Partners and Your Privacy Preferences

We use third-party advertising partners to serve advertisements on our behalf across the Internet. These advertising partners may collect information about your visits to our website, and your interactions with our products and services, so that we can provide you with advertising and product recommendations tailored to your interests. The information is collected through the use of cookies and pixel tags. In addition to the information about your visits to our website, our advertising partners may also use information about your activities and behavior on other websites and online applications to assist us with “Targeted Advertising”. Targeted Advertising means displaying an advertisement to you where the advertisement is chosen based on information obtained from your activities over time and across non-affiliated websites and online applications for purposes of predicting your preferences or interests. For example, our advertising partners may use information about your visits to websites and online applications that are not affiliated with Mattress Firm to serve you with advertisements for Mattress Firm products and services that align with your interests.

If you would like to opt-out of Targeted Advertising, as described above, submit your request online, or send a written request to: “Mattress Firm, 10201 S. Main Street, Houston, TX 77025, Attn: Legal Department”. If submitting a written request, please include your name, mailing address, telephone number and email address.

Currently, we use third party-placed tracking pixels and cookies from the following advertising delivery partner(s): Google. In the future we may partner with other companies to provide interest-based advertising, both on and off our websites. If this occurs, Mattress Firm provides you with an opportunity to opt out when these advertisements are served. You may manage your third-party advertising preferences by clicking on the links below:


If you would like more information about this practice and to know your choices for not having this information used by third-party service providers, please visit http://www.networkadvertising.org/managing/opt_out.asp

Facebook Custom Audience Ads

We may display interest-based ads to you when you are using Facebook through a tool offered by Facebook called the Custom Audience Tool. This tool allows us to personalize our ads based on your shopping experience with us. We do not share personalized information or your shopping history with Facebook. The tool lets Mattress Firm convert your e-mail address to a unique number that Facebook uses to match to unique numbers Facebook generates from e-mail addresses of its users.


Google Custom Match Ads

We may display interest-based ads to you when you are using Google through a tool offered by Google called the Custom Match Program. This tool allows us to personalize our ads based on your shopping experience with us. The tool lets Mattress Firm convert your e-mail address to a unique number that Google uses to match to unique numbers Google generates from e-mail addresses of its users.


E-mail Marketing

If you are opted in to receive marketing e-mails from us and wish to unsubscribe, you can do so by clicking on the Unsubscribe hyperlink at the bottom of the marketing e-mail you receive. You may also choose to opt out of e-mails by sending an e-mail to us at customerservice@mattressfirm.com. If you choose to opt out with this method, please be sure to include the e-mail address that you would like us to unsubscribe.
Your California Privacy Rights
If you are a California resident, the below information applies to you. Certain terms used in this section have the meanings given to them under the California Consumer Privacy Act (“CCPA”).

Shine the Light

Pursuant to Section 1798.83 of the California Civil Code, if you have an established business relationship with a business, you have the right to request from that business, certain information with respect to the types of personal information that business shares with third parties for those third parties' direct marketing purposes and the identities of the third parties with whom that business has shared such information during the immediately preceding calendar year. Submit your request here.

Please note that under California law, businesses are only required to respond to a Shine the Light request once during any calendar year.

California Consumer Privacy Act

Pursuant to Sections 1798.110 and 1798.115 of the California Civil Code, you have the right to request that a business disclose to you the following:

(1) The categories of personal information it has collected about you;

(2) The categories of sources from which the personal information is collected;

(3) The business or commercial purpose for collecting, selling or sharing personal information;

(4) The categories of third parties to whom the business discloses personal information;

(5) The specific pieces of personal information it has collected about you;

(6) The categories of personal information that the business sold or shared about you, if any, and the categories of third parties to whom the personal information was sold or shared, by category or categories of personal information for each category of third party to whom the personal information was sold or shared; and

(7) The categories of personal information that the business disclosed about you for a business purpose, if any, and the categories of persons to whom your personal information was disclosed for a business purpose.

Pursuant to Section 1798.105 of the California Civil Code, you have the right to request that a business delete any personal information about you which the business has collected from you.

Pursuant to Section 1798.106 of the California Code, you have the right to request that a business that maintains inaccurate personal information about you, correct such inaccurate information.

Pursuant to Section 1798.121 of the California Code, you have the right to request that a business that collects sensitive personal information about you to limit its use of your sensitive personal information to that which is necessary to perform the services or provide the goods requested by you.

To exercise any of these rights, you may submit your request online, or send a written request to: “Mattress Firm, 10201 S. Main Street, Houston, TX 77025, Attn: Legal Department”. If submitting a written request, please include your name, mailing address, telephone number and email address.

Do Not Sell or Share My Personal Information

Pursuant to Section 1798.120 of the California Civil Code, you have the right, at any time, to direct a business that sells or shares your personal information to not do so, even if no money is exchanged. To exercise this right and opt out of the “sale” and “shar[ing]” (as such terms are defined under the CCPA) of your information, submit your request online, or send a written request to: “Mattress Firm, 10201 S. Main Street, Houston, TX 77025, Attn: Legal Department”. If submitting a written request, please include your name, mailing address, telephone number and email address.

No business may discriminate against you on account of your exercise of these rights.

Metrics

Below are metrics regarding Access, Delete and Do Not Sell My Personal Information requests submitted pursuant to the CCPA that Mattress Firm received, fulfilled (in whole or in part), and denied between January 1, 2022 and December 31, 2022. These requests include all individuals, not just Californians.

Access Requests

Number of Requests Received: 343

Number of Requests Fulfilled: 241

Number of Requests Denied: 102

Median Number of Days to Fulfill Requests: 7

Delete Requests

Number of Requests Received: 126

Number of Requests Fulfilled: 103

Number of Requests Denied: 23

Median Number of Days to Fulfill Requests: 7

Do Not Sell Requests

Number of Requests Received: 189

Number of Requests Fulfilled: 124

Number of Requests Denied: 65

Median Number of Days to Fulfill Requests: 7

Information Request

Number of Requests Received: 16

Number of Requests Fulfilled: 2

Number of Requests Denied: 14

Median Number of Days to Fulfill Requests: 7

Correct Inaccuracies

Number of Requests Received: 1

Number of Requests Fulfilled: 1

Number of Requests Denied: 0

Median Number of Days to Fulfill Requests: 6

Opt Out of Targeted Advertising

Number of Requests Received: 11

Number of Requests Fulfilled: 11

Number of Requests Denied: 0

Median Number of Days to Fulfill Requests: 6
For Nevada Residents
Mattress Firm does not sell your personally identifiable information in exchange for money. However, if you would like to opt-out of the sale of your personally identifiable information, submit your request online, or send a written request to: “Mattress Firm, 10201 S. Main Street, Houston, TX 77025, Attn: Legal Department”. If submitting a written request, please include your name, mailing address, telephone number and email address.
For All of Our Guests
You may request that we:

  • Confirm if we are processing your personal information
  • Correct inaccuracies in your personal information
  • Delete any personal information about you which we have collected
  • Provide you with a portable copy of the personal information we have collected about you
  • Opt you out of the sale of your personal information to third parties
  • Opt you out of Targeted Advertising (please see the section of this Privacy Policy titled “Third Party Advertising Partners and Targeted Advertising” for detail on how we use Targeted Advertising)
  • Opt you of the processing of your personal information in furtherance of decisions that produce legal or similarly significant effects on you.

If you would like to exercise any of these choices, submit your request online, or send a written request to: “Mattress Firm, 10201 S. Main Street, Houston, TX 77025, Attn: Legal Department”. If submitting a written request, please include your name, mailing address, telephone number and email address.
Appeals
If you would like to appeal any decision that we make with respect to any request that you have submitted regarding your personal information, please submit your request online, or send a written request, noting your appeal, to: “Mattress Firm, 10201 S. Main Street, Houston, TX 77025, Attn: Legal Department”. If submitting a written request, please include your name, mailing address, telephone number and email address.
Changes to this Privacy Policy
We may change this Privacy Policy from time to time.

If you have any questions or concerns about this Privacy Policy, please contact us at customerservice@mattressfirm.com.
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