Can anyone explain why Wayfair decided to make all these changes to large parcel? White glove on everything, scheduling their drop off at check out, auto schedules when items have not even arrived at the delivery agency! Is this on purpose to persuade agents to just quit! Or they actively trying to run this already tipsy company completely into the ground! LPS is slammed all day mostly for these change, that have only successfully pi---d off the customer!
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LPS rep have been super super sweet despite these issues. We cannot take it out on them as they, like Frontline agents, just enforce the changes because they have to. I've talked with a few and they don't get it either and are just as frustrated.
So let’s be clear that these aren’t “LPS” driven changes, and LPS doesn’t deserve the vitriol. These are decisions made much higher up in Boston. Yes, they’re d-mb. Don’t attack LPS for it. Any team you likely interact with daily isn’t driving those changes.
I'm in Specialized and we lost 2/3 of our people during the last RIF. Those who are left are forced to clean up the mess made by just about everybody else: frontline reps, who pass the buck or risk getting fired; JSL and ISL, who are so phenomenally incompetent that I find myself literally shocked multiple times a day by the incredibly stupid mistakes they make, IF they actually work a ticket. They will transfer anything to NA that might require more than two brain cells to process; and leadership, shifting the metrics to make it impossible to bonus, while pretending it's just business as usual. Don't get me started on our customers, though I guess I can't blame them for freaking at the poor quality of the Chinese garbage we sell which breaks in transit about half the time. Parts no longer take a week to arrive; they take up to a month because they come from overseas warehouses. The only good thing about this mess is that, when we are let go, we will have the pleasure of watching the company crash and burn. It's just a matter of time.
White Glove on everything is basically false advertisement. The driver gets there, the thing is in a bunch of pieces. They refuse to assemble. Then give money back to pay for Angie. You made the sale but you’re still losing money on it and possibly losing a customer that’s felt lied to, because they were. Keep on driving your company into the ground while your at it.
LPS is absolutely the worst department right now and everyone hates talking to them. It’s sad because it is not their fault at all. They don’t have answers for most of the BS that’s gone wrong, most of the drivers and their managers do not care. LPS is ran by a bunch of dunces who think they’re doing something. I have to hear about this from people I used to be on teams with. They make them do other teams jobs too and then wonder why so many of them have low availability.
A lot of items that ship LP are having are coming in as SP orders. Customers are canceling their orders because of this and internally no solution has been found yet. This has been going for over a year and it is not viewed as an emergency yet…
99% of the escalations to Care are LPS related. Whoever decided on these LPS changes should get fired, they have cost Wayfair a lot of money and they are p*ssing off a lot of customers.
Let JSL handle all the issues.
Don’t feel bad they’ve done the same to digital. They are just trying to push us out.
Because someone thought of it and said Hey, lets do this! Like most things here....
Insane right.... someone has lost it completely.