Wayfair reviews

3.0

38% would recommend to a friend

(6,841 total reviews)
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Niraj Shah

28% approve of CEO

27% positive business outlook

Wayfair has an employee rating of 3.0 out of 5 stars, based on 6,841 company reviews on Glassdoor which indicates that most employees have an average working experience there. The Wayfair employee rating is in line with the average (within 1 standard deviation) for employers within the Ventas al mayoreo y al menudeo industry (3.5 stars).

Reviews by job title

7K reviews
1.0
Jun 24, 2020
Recommend
CEO approval
Business Outlook

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.

1.0
May 18, 2018

The Wayfair Nightmare

Anonymous employee
Recommend
CEO approval
Business Outlook

Pros

Good location, beautiful office layout

Cons

Wayfair is a tennis club for privileged kids in the Boston area. A daycare for them to attend until they have their first child, their trust funds kick in, or both. Merit and hard work will not advance you here. If you're an elitist brat with a massive inferiority complex, you get to spend your days walking back and forth from Starbucks, gossiping about the co-workers you can't stand (read non-snobs), and which ski resort you visited last weekend. You don't actually do any work -- the substantive part of your days is spent in meetings writing buzzwords or venn diagrams on whiteboards. Oh, and "replying to all" emails with played out memes to praise those of the same ilk over trivial stuff. Twice a month you'll travel to one of the other offices on the company dime, to attend meetings that could have been done via Skype. But, hey, you're part of the in-crowd so you can do what you want and expense it back to the company. If you happen to be an unfortunate soul who went to college on scholarship, even a top school, you'll be micromanaged and minimized within an inch of your life. You'll be quickly made to realize you're not part of the in-crowd -- if not by the treatment you receive, by the derogatory skype messages you can see from the corner of your eye. If you dare submit an expense report, expect to get berated for an hour by a 200k a year executive about a $5 receipt that didn't scan properly. You'll put your head down and try to endure it. But occasionally, you dare to remind yourself that this isn't some Skull and Bones firm where you might expect some degree of old fashioned classism. This is Wayfair, and this is supposed to be LAST place where this happens. Let's talk pay. Don't be fooled. They barely pay market wages. You can't assume you'll ever see a dime of the stock options they purport during negotiations. There's no guarantee they'll give you your performance bonus, and your stock options take years to vest. They know you'll be long gone before then, or the company will implode, so don't think of that as money in the bank. Your base salary is all you should expect to see. Revenue is growing strong, but the company has not shown an ability to turn a profit. The stock price fluctuates violently. What's especially concerning is that the problem of profitability seems to be getting worse, not better. The market is skeptical that the business model works. Wayfair provides customer service for home goods. A high percentage of orders has an issue that requires follow up (more cost.) Realistically, how many sofas will a customer buy over a lifetime? How long will it take to recoup the losses from all the orders we comp for minor reasons, such as 'the cardboard box was dirty' or 'it smells funny'? Yet the company has been hiring like CRAZY, which is only going to lead to more fixed costs. Overall, it feels more like you're working on a team project at college than for a real company. Plenty of intelligent people work here, but very few can appreciate the difference between academic theories and real world practicality. The generation that was never allowed to fail has landed its first job, and it's here. Insecurity runs rampant. So much is done simply for the sake of proving it can be done. Wayfair would spend $100 million designing its own spreadsheet software, and when complete they'd use it to add two cells together. Is this the kind of environment in which you'd like to work?

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Wayfair Response
8y
Thank you for sharing your feedback. We are sorry to hear that you feel this way. At Wayfair, we are truly committed to creating an inclusive and diverse workplace where all of our employees can feel at home. We are very interested in having a conversation with you to better understand how you think we can improve. It is through these efforts and constructive conversations that we will continue to improve and create the best possible environment for all of our employees.
1.0
Jan 5, 2018

"Oh its the bees knees"

Recommend
CEO approval
Business Outlook

Pros

They provided free snacks...I guess thats good if you eat that stuff..

Cons

So after being let go several months ago. I felt it was time to write jail sentence at wayfair. Funny thing all of a sudden tons of positive reviews after all negative, So this explains why all of a sudden in the last 4 months there is a rise in reviews. So, If you’re a college student get ready because wayfair is coming to your campus to recruit you, why? because you have an ivy league degree, you need the money so they will low ball you, Just to get you in the door. Tell you about the free wall of snacks on every floor and the beer on tap, the game room and pod outings. Like most companies they will inflate their egos to get you in the door. Then you will be given a cool project to work on but very little direction or documentation and expect you to get it done better. If you ask your manager for training or documentation, they will yes you to death but never follow through. I was promised from my first week I would have training in software that pertained to my job on the 1st month, the 4th month, the 6th month. Then on the 8th month I was told its not coming and to get over it by my manager. But wait don’t I need the tools necessary to perform my job? Of course you do, but they will not give it to you. If you ask a mid-level (4) manager or director for thoughts they see it as an attempt to steal their jobs, and then they find ways to make you look bad, like you’re not knowing your job or make up a lie to say you didn’t complete a task. Some employees actually act and verbally show themselves as they run the show and don’t care how they speak to you or what they say. I had this happen to me in a warehouse in front of a senior director but that director didn’t care when I said to him” what’s the deal with her attitude and condescending remarks”. He laughed it off and said “oh well”. The level 3 managers are pretentious engineers, they all have rude behavior and are out for themselves by throwing you under a bus, these managers favoritism is rampant, if you kiss their butts, and be a yes man and bend over backwards for them and rat on other people you will make it at wayfair. They hire young inexperienced kids, yes kids, not seasoned highly experienced adults, who have been in the industry for years, that’s because they couldn’t afford to pay them. It is by far the most judgmental place, it’s about playing favorites and playing the games. Everything changes constantly from pushing out system production updates every 4-6 hours during live work time, and then to have the live production updates fail, and then everything shuts down including the warehouse ops. I was placed on a PIP that I wasn’t performing as expected and was told I had to turn myself around and present a plan to fix it. If I was never trained on process and procedures, and never received the training I was promised during my interviews by level 3,4 and 5 mangers, how can I improve myself or the ways to fix it if I don’t know what it first entailed. During my weekly pip meetings, I was never told if I am on track or doing what I need to do or is how am I presenting it correct? All I was told, is there is a new sheriff in town and my manager wasn’t going to be the one let go. My manager was offsite and had favorites in his office location and I had a few words with some of those others staff members who were rude and belligerent to me, and then lied to my manger I was the problem. I then submitted the issues to the so called anonymous board that reviews problems for their departments, and when they read my issues in our monthly meeting live not knowing who presented it they had no idea it was happening? Really? That means you have no idea what is going on overall in your department as a level 6 senior director/vp level. Nothing was done about it, there was only a quick comment live that “oh wow, we didn’t know this, we will get it resolved”. I still talk to people who work there and it’s still happening.. so as some of the posts mentioned.. If you want to be kicked around, talked down too, disrespected and thrown under a bus, this is the place for you. At least I heard one of the level 5 went back to Portland so that’s a good thing, he was useless anyway. If you get on someone’s bad side by voicing your opinions watch your back, that person and their clan are coming to get you out. Ok so now the person who monitors peoples comments will post up “First, I wanted to thank you for providing feedback. Second, I am very sorry to hear that your experience was far from ideal” ready….set…go…

Viewing 31 - 33 of 6,841 Reviews

Glassdoor has 7,861 Wayfair reviews submitted anonymously by Wayfair employees. Read employee reviews and ratings on Glassdoor to decide if Wayfair is right for you.