Sorry if it's another rant. tldr; I discuss all the ways they screw over the customer and at the end the employee.
I worked for them for the past year. They regularly cancel orders because they aren't making enough money off them and relist the product at a higher price. I got cussed out so many times when I told someone the reason for their cancellation and all I could do was say “It's in the Wayfair pricing policy that's on the website”. The agents are heavily advised not to give you a refund regardless of the issue, they are told to say they can only do replacement parts or small discounts to keep the item but the full refund button is right next to those. Any time you order a replacement part it is almost guaranteed to have a delay if not a backorder for months. It doesn't matter if your order has been delayed for months, you can't cancel it because the software says it is 'being prepared'. If you have a problem with your item and report it they will send you off to the supplier so you have to wait several days for them to email you and even then, they can't do a refund only replacement parts. Their shipping estimates are bullshit, your order may be backordered for months but still show up as 'delivery in 1 week' on the website so more people can buy it. If you have a problem and it's not a simple issue you could have self reported on the website, it gets sent of to a 'specialized team' and you get to wait several days for them to say some other department has to do it then nothing else happens, you have to call back for an update for someone else to see that it needs to go somewhere else. You may think asking for a manager will help but it rarely does. It counts against the agents if they send people off to a manager so they are told to refuse the transfer. Even if you get sent to a manager they won't work with you and cite 'policy'. Their assembly service is an awful 3rd party gig company so the person who is showing up to assemble your item may not have any idea how to do it but there's a good chance they won't show up at all. If you have any issues with your assembly service the wayfair agent can contact that company to help you solve the problem, but that takes too long and the call time affects them so they'll just tell you to call them when they know their agents are offshore and rarely helpful for agents much less customers. If you need a refund for your assembly service you better be ready to wait over a month for a check in the mail from the assembly service because wayfair won't refund it to your card. If your package is lost then you better be ready to wait, they'll make you wait 10 days before they mark it as lost and get you a replacement or refund (if you're lucky) unless it's a larger item that is being delivered by a delivery company, you better be ready for them to dock search everywhere that item has been before you get a resolution. It doesn't matter if you just paid 1500 for something and the next day it goes on sale for 200, they won't price match because it's on sale and they wont cancel your original order, at best they suggest you place the new order for the lower price and return the original once it is delivered but you're going to be paying 5-300 in return shipping costs. Regardless of the issue, even if it's past the 30 days and the software will let you assist them, they push agents to follow policy and tell you that if you didn't buy a warrany then you are on your own with your problem. You might think you're shopping from birch lane/ all modern/ joss&main/ perigold but those are all the same company and the calls go to Wayfair. They hid behind different names because they get shit reviews all the time. They fuck over the customer in so many ways, it's not surprising they are making less and less money.
The employees have like 10 different things they are rated on for each call so if you have a simple question you're gonna have to wait for them to explain different things to you so it doesn't get counted against them. If you have an intricate issue or multiple issues then theres a good chance they'll just disconnect because anything over 10 minutes gets them in trouble. Aside from the standard metrics on a call they have a second rating system for calls to judge the agent's personality. Several times a week their software will have outages so the customer's can't get helped with their issues and the agents are told to 'offer empathy and assurance'. If you want to work there you better be ready to have a new team every few months since they are constantly reorganizing. Promotions are up to the manager so you might be the lowest level of agent for a year (even if their policy says you're promoted within 6 months) while others on your team got promoted in 2 months. They've had a hiring freeze all year so if you're there youre stuck in your position because nobody is moving up. All of the managers who actually helped their team were recently moved off management and put into a lower role so they would quit and the majority of them did. 900 people got to log into work recently and found out they no longer had a job.
I had a few relatives pass away recently and I became a caretaker so I had to put in my notice. I know that's dumb, but I wanted to leave on a good note in case I could be rehired in the future. A couple days after I submitted my notice they called on my off day to tell me it was effective immediately. Now I get to wait up to a month to get this equipment out of my home because they are still blaming covid. I was already working paycheck to paycheck so I planned around and needed to finish my 2 weeks while I got everyone moved so fuck me I guess. I'll probably just delete this later but it's bullshit that even when you try to leave on a good note they tell you to fuck off.
Fuck wayfair/ birch lane/ all modern/ joss&main/ perigold all my homies hate wayfair/ birch lane/ all modern/ joss&main/ perigold.
–I'll take an order of spicy nuggs and a diet dr pepper please.
2022 layoffs
https://www.nytimes.com/2022/08/19/business/wayfair-layoffs.html
2022 loss
https://www.cbsnews.com/boston/news/wayfair-sales-quarter-customers-furniture/
2019 layoffs
https://www.boston.com/news/business/2020/02/13/wayfair-layoffs/
2019 border camp walkout