They changed our metrics and starting October 1st we are held accountable for all full replacements, refunds and discounts on damaged or lost items. This metric has no bearing on our work performance but we are held accountable for carriers, warehouse workers and customers damaging their items. These are all things that are beyond our control. Too much has been pushed onto Care and the stress in the dept is super bad.
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CARE is infamous for giving away the farm and has always needed to be curbed. Maybe the employees should be concerned with actually saving the company money in lieu of what discounts they can apply.
When new metrics get introduced, it is a historical practice for them to be changed if they are too high! Care has always been toxic because the agents think they are immune to being held accountable. People willingly move into this department and have every opportunity to apply to other roles if they are unhappy. And CSAT being a thing is so necessary. I can't tell you the number of complaints I have received due to CARE doing a terrible job, their customers are not happy!. THROWING MONEY at a problem doesn't fix it. Care has always thought that they are above policy and can do whatever they want. I wonder how much money they actually wasted in doing a poor job.
They have made it virtually impossible to bonus even Claire in the meeting basically admitted that oh every company needs to be constantly changing and growing and they are paying us too much money in bonuses! Like wait so last quarter I bonused and was told what a good job I did yet this quarter of course I did not bonus yet I would have qualified had they not made things so difficult. CARE su-ks now and all the managers keep leaving. We have to take responsibility for everything. There are no more routes for us to assist our customers. If frontline sets up a return wrong when it should have been an incident return and the customer already returned the item and has been credited we have to rev adjust that from my knowledge or is our job just submitting tickets on top of everything else they expect from us?!? Wayfair has changed in the downward direction since after COVID. Its sad that CARE has taken the brunt of everything, they are just looking to find a way to save every penny with no care or concerns about their agents who run the business for them, they forget that.
CSAT was raised way too high, given that we deal with the most escalated customers its really unfair. So many people are leaving over this happening.
So many people are quitting on our team, we have had it.