The stress that the customer service agents have been put through is disgusting. Not only do we get treated badly by customers, but JSL is purposely making things worse for us. Now we all have to worry about losing our jobs to JSL agents. Every order lately, has a chat agent making unrealistic promises to customers and telling them to phone customer service, Its like its a set up to get us all fired.
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The company su-ks. Policies su-k. Cheap sh*t furniture. Owners do not care. They’re just greedy and want money.
@1cxk, yeah, I’ve noticed people complaining about it here as well.
It's easy to say when you are NOT the one making only $400 per month and can be dropped on the fly with no severance. Blind is full of negative reviews from Wayfair India tech center talking about how toxic and terrible it is.
With all due respect, no one should be treated poorly by an employer, not even the overseas team. With that said for the past 8 months we have been pushed the work JSL avoided to save their own stats, let messages drop, and recently they have purposely pushed the work to phones when they knew we would be working that function. They have outright lied to customers and held them up in digital by passing them around all in the name of not dealing with a high cost resolution that we take hits for. This was not a few agents, it was collectively that team on a mass level with little to no reprimand. So at this point and time, it is hard to have sympathy for them.
You think this is all exclusive to NA but it's bad for offshore too. They pay so little and treat them like they don't matter. It's bad every where.
The truth is that they don't care at this point whether Wayfair goes under. Because of how the open market works, they will still walk away with pockets full of cash. The company is around 4B in debt. It's beyond saving at this point, they are intentionally trying to flush the tu-d down faster without making it look too sus to the SEC. This has sadly become standard business practice for this country, unfortunately.
Meanwhile, they're mentally abusing teams by giving special priveleges to random team members without any heads up; like this 45 second wrap up time between every single call. Meanwhile, the rest of the team gets back-to-back calls without a moment to breathe in between, and we watch the other teammates in the queue enjoying their 45 seconds. This is all intentional, and they're probably doing yet another case study on employees that they will probably also forget to make confidential later like some previous ones.
now working tickets
I'll chime in here for Global Partner Support. I bet you have no idea that we have tech tickets entered that have gone unresponded to for months, not one or two months, try 11. We escalate the issues to the L2, who has no clue, then the L2 escalates to the L3, all while our Time To Resplution is impacted. It takes weeks or months to get an escalation addressed. These are supplier facing tickets and they are peeved! Some pulling out of the CG program. We get dinged for poor SSAT scores. These issues are out of our control. BPO teams are not working our tickets and they are a hot mess! We can see them on the tickets. No remote frontline (L1) is safe. GPS, as an org is a disaster!
As a senior agent I can also back up LPS with the complete mess they have as well. So many issues and changes that did nothing but cause problems. We all definitely do anything we can not to call it’s obvious they are overwhelmed and and stressed too. There isn’t a fix for any of us the big men in charge absolutely do not care how this affects anyone.
Can confirm on LPS. When I call over to them they sound so defeated. I'm a senior service agent and have been trying to figure out sh-t myself instead of call to partners teams so they don't get more on their plate.
If it wasn't clear yet Wayfair has no interest in providing actual customer service.
Customers are given the illusion that functional customer service exists and that they can help solve their issue.
The name of the game is generating revenue through sales. The rest is barely an after thought.
I keep seeing everyone mention customer service and only really reference digital and flex. So many of you have no idea how swamped LPS is. So many people put on their smiles and have to deal with so much cr-p from customers, drivers, carrier managers and even frontline agents that call in and immediately have an attitude with an LPS agent. So many things go wrong it isn’t even funny for a split second. All their tickets are backed up, so many deliveries don’t end up on the route, drivers purposely missing stops, etc etc etc. EVERYONE is suffering.
I don’t know what to say or do, I have been with wayfair for over 2 years, won several of their awards, been a top performer, never not qualified for bonus. Flex agents have been on phones without chat for months which is fine but change our title then don’t leave us sitting ducks. Whoever is in chat right now is making stuff a nightmare, promising the most unrealistic things and then telling them to call in, which in turn now sticks a non OUTSOURCED agent with a escalated customer with unrealistic expectations like having a part shipped over night. Nothing is being done about it, no one cares that mentally the entire frontline team is really struggling, we are on back to back calls 75% escalations from information given in chat. I have continued to hit their continued raised bar for bonus, I have kept my head down and ears open the entire time. I have never been written up, employee wise I’m a damn good employee and agent which should be a compliment but leaves me instead feeling like I have a target on my back. I don’t feel appreciated and i know someone from corporate so PLEASE know outsourcing phones to India and Jamaica is gonna be detrimental to you ever surviving. I get atleast 20 people a day who say “oh thank god you speak English” the first couple times this made me angry because of the racial involvement but looking at it from a customer POV it is frustrating to get someone who doesn’t understand or speak English as their first language. They already know what is happening in chat, I have 7/10 people say they tried chat but they said what the agent was saying was not even related to the help they needed. Like a customer asking simply for directions on how to properly use the recliner function on her new recliner. JSL sent the customer a message that said, I’m sorry the manufacture will be the best option for you, you can and then obviously copied and pasted from the little info we get on Manufacture contacts and sent the customer please visit their website at nowebsite.com and “phone numbers” that were 18 digits long, JSL agents promising parts overnight and then telling them to call phone agents to confirm and then we have to tell them the truth. Whoever they have outsourced chat to is going to essentially ki-l the trust and reliability of chat/sms, if you do the same thing to phones and lay off your best senior agents who you know as well as I do they are the ones keeping wayfair afloat customer service wise. The little consistency we have in returning customers will become non existent if you put variable part time new agents and outsourced agents on phones and cut all your actual good productive senior agents I don’t think the company will survive long. Customers now say the reason they come back is because of the local customer service, and the consistency and reliability that we provide instead of telling lies to get a potentially good csat. If your a good agent you should not have to do anything special to get a good csat, they will come. I wish someone from leadership would address the rumors that have been circulating about the lay offs, the thing that keeps me worried is they aren’t even trying to deny the rumors they just aren’t saying anything. We know that if there was no truth to it niraj ir someone would have put out a statement or email to address it cause this isn’t on a small scale of employees worried this is 95% of good loyal employees terrified that tomorrow morning they no longer have a job, but not just that INSURANCE. Some people are just starting treatment for terminal illnesses, those people work for Wayfair just like anyone else. To completely ignore your workforce, replace them with cheap labor, manipulate the metric requirements to make it nearly impossible for people to bonus but don’t worry those who bonus still aren’t told good job, I have not had a positive coaching in 4 months, the call you listen to there is ALWAYS a list of things they tell you that you did wrong. It’s never “hey that was an amazing call” I got told in a coaching by my manager “if you want to keep your job you are gonna have to be PERFECT, I know you can do it” ARE YOU SERIOUS? Is this what you are telling your leadership to tell employees that the expectation is perfection? If all this is true like we all think it is wayfair won’t last the rest of 2924. The customer base that they do have will never return after an interaction with an outsourced agent. Wayfair do better please in the future, you have zero idea the anxiety that we have all been sitting in for weeks as rumors continued to circulate but never addressed of us all being laid off and replaced with agents from Jamaica and India” be transparent like you claim to be and expect from your emoloyees. This entire experience the last 2 months has been nothing short of absolute misery- frustrated current employee pending lay off rumors
Trust me it’s not the NA Digital and Chat Team telling them that. We’re having to go back and clean up the mess they made. Simple tasks are being ignored and creating messes that shouldn’t have been made. When digital started it was good and easy now it’s crazy. We built that platform up for them to bring it down. Let wayfair tell it they are the saving grace do no wrong. JUST GIVE ME MY SEVERANCE PACKAGE!!!!!
The wake up call for frontline digital was in mid-April when 2/3 of digital was let go. That's when the remaining frontline agents should have been polishing and sending out their resumes to move on. I feel for those that may be impacted this month, but the path was clear that this would happen.
As soon as they set up the path to outsource frontline jobs your job was in jeopardy. I know some are looking forward to the end and for others it’s scary. Customer facing jobs are already semi stressful, but it’s made so much worse by the rules always changing. The things you can’t wrap your head around were done on purpose. I don’t believe anyone was ever valued here, we just used to get more attention and recognition to cover that up. They definitely pulled a lot of that back when Wayfair was forced to go remote. It exposed who they really were and still people stayed. The downhill slope got steeper and at some point they no longer cared that you could see their real intentions. This pending layoff may not be massive in respect to those in the past, but the impact will be felt the same. I wish everyone the best if you are part of those who may be impacted tomorrow. If nothing happens, take this as a wake up call to start looking for something else. The carnage here is only going to get worse. You’re worth more than you are being shown now.
They also do this with specialized teams. Frontline are told to offer customers one thing, then specialized are told to offer another thing; and customers are like 'but I was told by frontline I could have XYZ'. Crazy
They also treat the highly qualified tech people badly. They don’t treat any employee group well, so they will view CS as an absolute commodity.