-high expectations with no help. They used to have a help desk you could call, but now employees rely on posting a question in a chat room and hoping another coworker in your position knows the answer.
-pay to work at home is MUCH lower than if you drive to office because Wayfair claims that you are saving money to work at home. Just wow.
-no autonomy to help customers anymore.
-Calls are timed so the CSR is no longer trying to really help you, they’re trying to give you the lowest cost resolution in the least amount of time so that they bonus well.
- people cheat the system all the time. Hang up on customers, not wrap calls, etc to meet metric needs.
- mangers low on the totem pole are overworked just as much as customer service reps. Turnover/attrition is very high due to burnout and unrealistic standards.
- they’ve thrown everything that was great about working for Wayfair and threw it away after February 2019 when they laid off hundreds of employees. I understand to investors you need to be profitable, but the changes made within the company are so extreme that customers are lashing out on customer service reps while at the same time customer service reps are trying to help with one hand tied behind their back now.
