Wayfair reviews

Consistent misinformation, false promises, inadequate pay. Managers, including L2 managers, will gaslight and berate employees openly and publicly in team settings. Managers tell you that networking = drinking at the bar with your colleagues. Workload is unsustainable. CMT was forced to do the workload of CMT + the three departments below us + the department above us with zero additional compensation. Wayfair uses forced ranking stack rank metrics. In All Company Meetings the CTO stated Wayfair does not, has not, and will not use stack rank metrics because Wayfair as a company does not believe in them. In reality, Wayfair has used stack rank metrics for the last 3+ years. With the stack rank, you can be over 100% to goal on your metrics and still fall into the bottom 10% of the stack rank which disqualifies you from a bonus, shift bids, holidays off, and even raises. When Wayfair increased the base pay for my department, everyone who was already in the department was “grandfathered” into the original pay rate. After several years I was still unable to get up to the current starting pay for my position. Niraj looks like he’s eating through every all company meeting and started the last one by telling us that COVID was great for business. Several other executives rattled off anecdotes about how the boom in sales gave them the opportunity to build new houses or buy their dream car, all while then following up these anecdotes with a statement about how there is not enough revenue to increase wages and they found that they continue to remain competitive. Almost every job listing in my area is $2-3 higher than the highest pay I received after more than 4 years with Wayfair. Wayfair has consistent tech failures which lead you to be unable to complete any of your tasks. Server outages, finance outages, order processing outages, tracking system outages, you name it. Whatever you need to do your job you can count on at least one of your tools not working at any given time. Their tracking system has been broken since I started with the company. When they were unable to provide ETAs on product pages, instead of fixing the broken ETA system, they just removed the ETA from the products for over a year. No one in the company knows what they are doing. I personally tracked my daily tickets. In one week 67% of the tickets I worked had policy deviations or were the completely incorrect ticket type. When this information was brought to leadership, the response was essentially, “it is what it is.” Previously they removed the ability to flag a ticket for training after complaining they received too many training opportunities and that managers were not following up on them. They still have not launched a new way to flag a ticket for training or report the policy deviations. This feature has also been deactivated for 2+ years. CMT was given the Helpdesk workflow from the department above us (with no additional pay) where employees can call for assistance on how to action an order. After my department complained that this impacted our ability to do our own job, instead of giving the workflow back to the department it came from, they simply deactivated the Helpdesk queue. Managers now direct employees to call CMT directly with questions. Wayfair has a disturbing trend of simply turning things off and walking away when it gets to be too much. Too many training tickets? Don’t focus on training, just deactivate training tickets and they go away. Delivery estimates are wildly inaccurate? Don’t fix them, just turn them off. CMT doesn’t want to do yet another workflow taken from another department with no extra pay? Just terminate the workflow so no one does it. Leadership refuses to accept any responsibility for their failings. Any of these complaints that are brought to them get the response that it’s not a Wayfair issue, low worker morale is a national issue and that they expect turnover and the agents who leave are considered expected and acceptable loss. With a 30% employee approval rating, just turn it off and walk away.

Constant changes of metrics which set customer service reps up for failure, unfair metrics (being negatively affected by ordering full replacements or issuing refunds when their item was lost in transit which happens ALL THE TIME) Unrealistic expectations. Does not care about the customers anymore, only about money Employees are brushed off when trying to speak up about unfair policies Wage is no where near enough for the workload, unrealistic metrics, and abuse taken from customers No exceptions when it comes to missing more sick time than alloyed, even with a drs note