Achieving California Compliance for Leesa Sleep
Achieving California compliance while increasing customer experience through return management solutions for Leesa Mattress.
Client
Leesa SleepAbout
Leesa Mattress meticulously produces American-made mattresses with the highest quality materials. They leverage their 30+ years of experience in the mattress industry to inform each of their products. They offer nationwide delivery options to their customers as well as being sold in retail stores across the country. Every step of their design and sales process is curated for an incredible customer experience.
Case Details
Initially, Leesa Mattress wanted to offer a 100-day Guarantee to their customers and needed someone to retrieve returned mattresses if they were unsatisfied. Then in January of 2021, California began requiring the proper removal and disposal of mattresses with the purchase of a new mattress. With both returns and carry-away offerings in California, Leesa had to take the costs on themselves.
By leveraging REFURN's nationwide network of specialists to remove big and bulky mattresses from homes, including in-home extraction, Leesa was able to comply with legal regulations and help their customers by offering after purchase services.
Through a secure Partner Portal, companies can order the return, removal, delivery, or assembly of big and bulky items with special instructions. REFURN offers a set cost catalog for services offered no matter the location, so companies can properly estimate their anticipated costs.
Challenge
New California laws required proper removal and disposal of old mattresses with the purchase of a new mattress, forcing retailers to take on returns and carry-away costs themselves.
Solution
Through REFURN's secure Partner Portal and nationwide network, Leesa could order the return, removal, delivery, or assembly of bulky items and now properly estimate their anticipated costs.
Results
REFURN initially leveraged its nationwide network to secure all returns of unsatisfied customers with their 100-day Guarantee. Leesa was able to leverage our Partner Portal to submit pickup orders with instructions. Then in 2021, REFURN again was able to step in to source all purchases in California with a pickup of the customers' old mattresses, ensuring the customer experience was seamless and consistent with Leesa's brand.
Following the success of the California roll-out, Leesa Mattress leveraged our API integration into their e-commerce platform to allow customers to purchase mattress removal while purchasing their new mattress.
This is a completely white-label experience for the customer and allows Leesa Mattress to offer an incredible service to their customers without taking on additional costs.
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