Mattress Firm Sees Strong Uptake in Contactless Delivery Model Despite Early Challenges

Mattress Firm is seeing solid results from its contactless delivery option, a service that has quickly gained traction with customers even though it took time to fully refine the rollout. 
The company introduced the model last year, according to Todd Warner, senior director of logistics and care, speaking at Home Delivery World 2026 in Nashville. The option allows drivers to simply leave the mattress outside the customer’s home, while in-home setup remains available as a paid service starting at $109.99. Today, about 25% of deliveries are handled through this contactless approach. 
Warner said the goal was to offer more flexibility to customers and better match different delivery expectations. The idea grew out of inefficiencies with the company’s previous “threshold” service, where drivers would bring the mattress just inside the front door. In practice, what was supposed to take around 15 minutes could stretch to 45 minutes when customers requested full setup, causing delays across delivery routes. 
To solve the issue, Mattress Firm tested a simplified “drop-off only” model in the Charlotte region. The results were strong with customers appreciating the speed and convenience of getting deliveries without having to be at home or to interact with drivers. 
Following the pilot, the company rapidly distributed the system nationwide. The rollout, however, wasn’t flawless. Internal teams were initially tentative, and some sales messaging caused confusion among customers, who continued to expect in-home installation even when they chose the free option. 
This mismatch resulted in frustration at the points of delivery, and drivers had to repeatedly explain that there was no entry or installation included. The company has since streamlined its communication to make the service more clear: contactless means just that — drop-off only. 
Customer satisfaction soared as expectations were managed, finally approaching the levels of traditional white-glove delivery. Now fully normalized across its operations, Mattress Firm says the model has become an important part of its logistics strategy, helping reduce delivery time pressures while giving customers more control over how they receive their orders.