Thread regarding Wayfair Inc. layoffs

Managers, Is everything really okay?

Do managers really think that most of the org. can meet the new metrics? During coachings and meetings it seems like they’re so out of touch. Do you have the same worries as your lower colleagues?

Between chat recommending customers call in, some giving the wrong information/outrageous promises, and the supplier taking FOREVER to handle issues - I’m not sure those metrics are possible for some of us.

I’ve recommended people use the website. They either state that they don’t know how or prefer calling in to talk.

There are only a few people I’ve seen that actually meet the FCR. I use to be one of those people, but 💩 keeps changing so my FCR has tanked.

I’ve also noticed that the AI Wayfair uses is not very reliable.

Honestly, I’m looking forward to this PDP/PIP plan.

by Anonymous
| 1144 views | | 7 replies (last June 12, 2025) | Reply
Post ID: @OP+1jx6e12bs
Comment! It's anonymous!

7 replies (most recent on top)

@r8 which is?

by Anonymous
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Post ID: @109+1jx6e12bs

Try working in a corporate team if you think it’s tough in CS. We have a really impossible task.

by Anonymous
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Post ID: @r8+1jx6e12bs

@c6 I’m aware there’s nothing managers are able to do. Just needed confirmation that someone thought the same, and I wasn’t being irrational.

by Anonymous
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Post ID: @cd+1jx6e12bs

Most of us don’t agree with the initiatives, such as loyalty greeting, or the goals. However, just like you we have no control over it and have to just proceed with what the company says to do.

by Anonymous
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Post ID: @c6+1jx6e12bs

We should all quit and scr*w them over. Honestly the amount of stress that we deal with just isnt worth it.

by Anonymous
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Post ID: @ax+1jx6e12bs

I'm in specialized and get to see the mess JSL makes every day, multiple times a day. We are supposed to report when they sc--w up, but who has the time? And we certainly don't have the inclination to help JSL or any offshore team to not continue to sc--w up royally. I don't think Wayfair realizes what will happen when the people who clean up all the messes are chased away/fired. Only the old-timers know how to navigate the system; most managers couldn't locate carton dimensions if their job depended on it. And it might, one day soon.

by stockholm syndrome
| | Reply
Post ID: @as+1jx6e12bs

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