Earlier this year, the company fired 1800+ hardworking individuals who depended on their income to feed their families as we all do. This lay off consisted of an immediate termination - I mean within two hours. Those waking up on their off day - terminated, unable to access systems with no prior warning. This includes management, so do NOT feel like this wont happen to you. Since this, Wayfair has leaned more towards a quantity over quality approach. It used to be quality focused, but since firing all those people, Wayfair also thought it was a good idea to increase the workload for its L1 agents on the frontlines that actually bring the money in. (NIRAJ IF YOU ARE HERE, READ THAT AGAIN.) Why on Gods green earth would you increase the workload for those who actually bring the money in? Chat sales agents went from taking two to three chats at once, which may not seem like much, but it is a ton when you incorporate the outdated hardware & software, the website which works when it wants to (not to mention the bugs that we have been waiting years on a fix for), and the ridiculous new QA that has been implemented. When I started, it was all about customer satisfaction, culture, and getting those sales. Now, its about numbers. They don’t care about the customers or employees. They do not care that chat agents are burned out because Niraj decided to fire 1800+, but failed to rehire people to be the face of his failing company. While I fully understand that no job will fully satisfy me, I went from a happy proud wayfair employee to a disgruntled employee who is aggravated with my job. You have me doing things I have no training for and label me as an expert - I know nothing about plumbing and electricity. I don’t know how to calculate how much fencing or how much flooring or if this item will work for the customers item that they did not even purchase from us. Im tired of jumping through hoops, searching for an answer on Google that does not exist after reaching out to managers who also dont know. You wouldnt believe that this company tells us to check google and competitor sites to verify information (dimensions, colors, instructions, etc) when ours is wrong because Wayfair lets suppliers list whatever with the bare minimum information. — i wont even go there. As I previously stated, I was happy when I started. Thrilled. Now I despise this position, I am depressed and forming my exit plan. Ohhh - almost forgot. We are underpaid. We did not get a pay raise with the increase from 2-3 chats. Wayfair increased the mental health benefits (BS, equivalent to nothing) and commission rate, but get this— they also increased the required threshold to get to this rate. Agents who are not top performers will see a decrease in their bonus pay. Top performers will see a slight increase, but it still doesn’t measure up to the increase in workload. If that alone does not tell you what type of company you’re dealing with, IDK what will.
