Are some people here being realistic?
The move offshore was never about improving quality — it was about reducing costs. Unfortunately, for those of us outside the offshore teams, that’s simply the business reality.
If people believe a major company is going to reverse a business decision because of Reddit comments, we’re kidding ourselves.
This is the reality we’re facing, and for anyone at risk of being laid off, our energy is probably better spent focusing on what comes next.
The only people who don't seem to know this are the folks who made the decision to offshore customer service.
All of the customers are mad about overseas agents and how rude they are to them. They also complain that the agents lie to them on resolutions and they hang up on them.
As someone that’s still in the US and receiving calls…I’ve already been in contact with people who have been given the wrong info. It’s so annoying. 😩
Well they got rid of the supervisors in the US, so it makes sense that customers are mad. Everything is going overseas.
Im a customer and they are terrible to deal with. Wayfair used to have amazing customer service its now diabolical. They must have hung up on me at least 7 times and they are rude.
I get roasted by it on a daily basis when the customer finally gets to me.