Pros
The snack wall was nice.
Cons
I started at Wayfair as a Customer Service representative in July 2018. I was excited to work for a company who truly valued their customers and employees. When I began my career with them, they gave their reps the autonomy to do whatever was needed to ensure the customer had a great experience. The offered free returns, no restocking fees, price matching within 7 days of delivery, discounts for delayed items, fair discounts on damaged items based on how severe the damage was. If a package was delayed you were encouraged to call the carrier (FedEx/UPS) to get an update for the customer, or to get confirmation that the item was lost so that you could order a replacement for the customer. They preached inclusivity, fairness, and ethics. This is what the company was built on. Shortly after I began working there some things began to change. The first big change was free returns were no longer the standard. Not the end of the world, as we had the autonomy to waive the return shipping fees if the customer escalated. January of 2020 things got more difficult. We were given new metrics that made it so we were not allowed to waive return shipping and if we did, it was counted against us. Price matches were no longer allowed. When the outbreak of COVID-19 occurred they sent all employees to work from home. The adjustment to the "new normal" was smooth initially. Then as people were ordered to stay home, they began ordering more and more. Before we knew it, we were experiencing literal nonstop back to back calls. This is when Wayfair realized they were hemorrhaging money. Suddenly as we were being bombarded with calls from escalated, angry customers who have waited on hold for over an hour, and being screamed at all day, they change every policy that allows you to actually help the customer. We were no longer allowed to call FedEx or UPS to get an update for the customer, change the address for delivery (even when Wayfair is the only one has the ability to update the address due to shipper restrictions) or to confirm a package is lost. We were no longer allowed to discount the delayed or lost package because "discounting the item won't make it get there faster." Previously we were encouraged to discount for a delayed or lost shipment due to the inconvenience. The ability to process a discount or add a promo code was completely taken away from us. So if a customer forgets to add their promo code during checkout they just say "oh well." If you forget to apply the code for your first purchase, oh well. Sorry you're never going to be able to use it. We were no longer given the ability to discount a damaged or defective product beyond 20%. If you have something that you paid $1000 for, arrive damaged and it's gonna cost you $300 to fix it, sorry but you can only get $200 back. In addition to all the changes they made suddenly, they don't practice what they preach. They'll tell you they will do anything they can to support you, but they don't. Nursing mothers were not able to pump because the screens outside the wellness rooms constantly went down, and people would hang out in them drinking. When a single mother of two comes in, beaten to a pulp by her boyfriend and tells her manager that she's gonna have to take a few days off to find a new safe place for her and her children to live, she's handed a bag and told to pack her things. The girl who I personally witnessed being inappropriately physically touched at the company winter party, reported the manager for s*xual harassment, he kept his job, and she was the one that left. The company is losing money on a daily basis. Financial experts predict bankruptcy for Wayfair by 2021. They are now searching for reasons to lay off their most seasoned and highest paid representatives. They are using tech issues against their employees. Any time a tech issue is reported, the first thing they tell you to do is clear your history. But then when you can't pull up your history to prove a tech issue, two weeks later, you're fired for work avoidance. The company is no longer sustainable and they are laying off anyone who is a high earner to try to save some cash. Don't apply here. You'll be used, abused and thrown to the wolves before being spit back out on the other side with no job.
