The townhall just the head of sales and service going on a rant about fcr and pcast not improving enough. Claiming agents and managers don’t care enough about customers and we are the reason these numbers are not improving and we need to fix them asap. Super unmotivating meeting to just get yelled at by head of service and basically told we aren’t doing enough and don’t care enough. A little hard to care when every year hundreds of our colleagues are laid off and we are constantly worried we will be as well along with our work loads constantly increasing each lay off
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‘Being in business is not for the weak’ you’re an L1, you don’t work in ‘business’. You’re human capital.
When you bring in a system where there are kitted items, some non-returnable, some non-cancellable, and some just broken in the system, but you can only touch one thing at a time, a lot of people, especially newer agents, don't want to run a tool 12 times when the customer is expecting a resolution in one go. The reason people tend to call back 7 times has everything to do with the systems you implemented and nothing to do with the agents. Leadership comes from the top. I'm not naive. I know where all this is headed. Good luck. Here's the "proper channels" for your feedback.
Not an L6 plant, but an L1. I like my job and I love working for this company and I believe I the leaders. My team is awesome! Being in business is not for the weak. It is hard even in an up market (which we are not in). My advice to all the negative people: GO FIND A NEW JOB AT A NEW COMPANY SO YOU CAN CHOOSE TO BE HAPPY. And pls stop crapping on those of us who will not bow down to or share in your toxic attitude.
Past 2 weeks have had several Town halls, AMAs, and All Hands. All reading the exact same script and failing to answer questions without putting the bloat in the response. During a recent All Hands, you could see a flood of sad, cry, and thumbs down emojis.
Leadership is tone deaf to everything occurring. Corporate fiduciary responsibility isn't even on their minds of agendas.
2 years of not receiving a merit increase, but exceeding expectations. Forced to work shifts that have no coverage due to previous layoffs without any compensation change/increase. There is no life and work balance anymore, no community, just an employee number with an email.
Since the push into physical retail, the company has been a joke and shell of its former self.
Several times now, callers have demanded to speak to local support and not offshore. Why? Offshore does what they want when they want, and it affects the bottom line. Jamaica call center notorious for hanging up on customers. India for closing support tickets and not actually resolving or communicating to the caller. Guess we went back to the 90s era of customer service/support and no one told us.
The person who said they like their job and are proud of the company is probably an L6+ plant. How can you be proud of a company that hired like crazy and then keeps laying people off? Worst of all C-suite have lied many times about no more layoffs, being committed to operating in Germany etc. Their words are empty and that’s why it’s a bad company. Layoffs happen but it can be done in a measured, considerate and open way, Wayfair have never done this.
Doesn't help they've offshored a lot of roles and those folks don't care to many it any better. Half the time I'm spent setting correct expectations only to be yelled at and belittled because I'm setting expectations straight. Or fixing a mess that was made.
Idk why everyone is so hostile to each other on here. Someone posted they are still happy with their role and it gets all these dislikes. I personally am not happy with Wayfair, or the amount of work they are adding to us, but I am not mad that someone still likes their role. I hope that continues as life is to short to be miserable
Spiraling to the bottom where it belongs. Wayfair is all smoke and mirrors. It’s so broken it’s unfixable.
This is all perspective and everyone can choose for themselves, but there are still people who work here that are happy and not bitter. I am proud and happy that i work for this company and appreciate the opportunities that it presents to me.
Wayfairs a joke. Working remotely had its perks but the management su-ks and the departments are clueless to what is going on. Wayfair you are on your way out if you don’t try to tame the beast. So thankful I’m not a part of this pathetic company any longer. Brush up on your resume and start looking for a new opportunity because sadly your jobs are not secure here.
You want happy customers that give higher csats and fcrs? 1. Quit using FedEx. 2. Quit using cr-ppy 3rd party Freight Delivery Companies. 3. Quit overloading routes for Wayfair Freight Routes. 4. Change your palletizing policy, less breakage for items after shipment. 5. Quit this ridiculous police reporting policy for customers that didn’t get their items. 6. Watch what is being posted for advertisements. “This tub comes with a free faucet” (Features “faucet not included). Why wouldn’t customers feel they are being baited and switched. How can CSR’s be expected to control aspects out of their control that would pi-s any consumer off? Empathy can only go so far. Look inward Niraj. Point the finger at yourself before you point at at everyone else.
Let us not forget that Niraj has said, at quite literally each and every opportunity post rif, restructure, and otherwise unfortunate event, that he’s “happy” with the newest direction and believes they have “right sized” the company… except it’s perpetually never right sized. Not until each and every role is removed or repackaged to be as cheap as possible. History will repeat itself again and again. Enough of this regurgitated rhetoric, it’s old and tired. We all know what’s happening here.
I fully anticipate some sort of re-org or "right sizing" after this spring cyber week wraps up. Not coming from a place of knowing but rather watching the signs. Or will it be closer to the 8 week trend we've been watching.
An no accountability from csuite about 4 years of layoffs, when asked where the accountability is, all the co owners said was “we haven’t given ourselves more stock” big whoop you haven’t given yourself more money for making d-mb decisions and laying off thousand of people… should fire all the castes and start fresh with actual competent leaders
Worst waste of everyone's time.
Customer service doesnt even get raises after 3 years and they get treated like dirt.
Lots of hot air unfortunately
In global townhall just now, Niraj just in more political terms, stated we need to be excited that at wayfair we can do task of a role higher than we are without the pay of that role.