Working at Wayfair: Company Overview and Reviews

1527 reviews
Wayfair Ratings
Average rating of 1527 reviews on Indeed
3.1Work-Life Balance
3.2Pay & Benefits
2.7Job Security & Advancement
4 Copley Place - Floor 4 Boston, MA 02116
More than $10B (USD)
Internet and Software

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115 salaries reported
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41 salaries reported
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36 salaries reported
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Of the employees are satisfied about their pay
Based on 4477 reviews
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Wayfair Reviews

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Overall Reviews at Wayfair

Special Agent | Bryan, TX | Jul 11, 2019
Decent - Room for Improvement
PAY The pay is honestly amazing for the amount of work you are actually doing. As long as you are competent and efficient in your calls, you can have a good income. As example, I am only a part-timer that probably averages about 25-28 hours/week, but if I were to continue throughout the year, I'm on pace to make around $38,000. So if I were a full-timer, I'd probably be looking at north of $50,000. Not bad for a job in Bryan, TX. However, one thing that greatly annoys me is how other agents from other locations will obviously game the system into making their metrics higher, making it harder for those who follow all of the policies put in place by management to get the bonuses and kickers for higher metrics. This brings me to my next point. MANAGEMENT In my and many other sales agents' opinions, the worst aspect of Wayfair. Your direct manager is usually nice and will help you out. However, there are so many managers who seem so incompetent and don't realize what foul play their agents are doing that are affecting others' bonus compensation. They are lazy, hardly helping you when you need assistance with a customer. They just say "call Help Desk" while they chat about nothing to the only other managers present. Above those managers, L3's and so on, are just as bad for other reasons. They can hardly ever just give you an answer straight when they change policies almost every week - either on how to handle certain calls, or how your compensation will change. They co
Senior Customer Service Representative | Bryan, TX | Sep 25, 2018
A candy coated ball of feces
Potential employees beware. Do yourself a favor, and don't go to this interview you are about to have. Don't bother ever calling anyone back, answering another email, or wasting your time on this garbage company. You will be fed line after line of complete and utter lies. They will tell you how great it is to work there. They will tell you about their snack walls, ping pong tables, and serenity rooms. It is all a lie. Let me tell you what you are really in for with a job at Wayfair. You will start in a class room. The training staff at Wayfair is very good at making everything seem like you really are getting into a great gig. They will give you free shirts, cups, bag, and all the praise in the world over your first few weeks. Then, they will move you into what is called nesting. Here, you will actually be on the phones but still training. They will tell you how great you are and how far you will go. The will fill your head with ideas that you will be running the building in no time, that you are special. Then, once training is over, things go a little down hill. You will be on the phones and email systems dealing with irrational customers and problems created by the company's inefficiencies. It will be okay though, because the first level of employee is so over staffed that you wont be working that hard. It wont be great, but you keep telling yourself you can deal with it because you will be running the place in no time. Then they move you up to a skill level 2. That's w
ProsSnack wall
ConsPromotions do not exist, work force management couldn't staff correctly if their life depended on it, management is near useless, pay will rarely exceed $15 an hour.
Service Consultant | Bangor, ME | Oct 9, 2017
Just a miserable day to day experience
This is a company that stresses throughout its recruitment and training period its commitment to customer service. This is an outstanding philosophy that they have failed to actualize. Queues for the inbound telephone customer service calls are regularly above 500, correlating with wait times for over 45 minutes. Imagine how you would feel if, upon receiving an item that requires you to talk to a customer service representative (known as a Sales and Service Consultants at this company), you then had to wait for 45 minutes (or more) just to speak to one. The metrics used to assess the SSC's performance were developed when there was no queue for inbound customer service, so you can imagine the futility of trying to achieve those standards today, when the first time you have an opportunity to speak to a customer, they've been fuming on hold for 45 minutes or more. Further, this company consistently fails to answer or address inbound email requests for customer service for a week, or more, even though they set the expectation for a 48 hour turn around to the customer. At the time I was working there, they actually cut the Chat medium of customer service communication, due to inability to employ enough SSCs to effectively address that, email, and telephone communication concurrently. Managers refuse to pick up the phone and help SSCs dig out of the queue. They hold meetings, and otherwise consistently find reasons to be unavailable - pretty much do whatever they need to do to lo
ProsThe pros were all cheap, trivial, and did not offset the cons
ConsPoor management, poor commitment to customers, terrible feeling of dread every day I worked here
Customer Service Representative | Remote | Mar 19, 2022
Okay to start
It's decent if this is where you want to start to get your foot in the door or simply want a work from home position. Healthcare is fine for my needs. Having the flexibility to decide when I want off is nice - except during peak season, which is understandable. Definitely my two favorite aspects of working here, and truthfully, the only ones, aside from a good "team atmosphere" with your direct manager and team. Pay isn't great - the amount of time we spend as frontline getting yelled at (by customers), deserves better compensation. Not to mention, the ever-changing metrics, which require adaptability that the pay they give, simply doesn't cover. More on metrics further down. I'll agree that direct management and team are phenomenal. We laugh and have so much fun. Anything above that, I don't know, as we are sometimes given the opportunity to speak to them (higher-ups) in group settings, but we don't actually get to know them per say. They have constant site meetings and talk about raising pay but the pay isn't enough still, especially when compared to other companies. Customers are going to do what customers do, so be prepared to have angry people in your ear or via chat/email. All of my managers, now and in the past, have done their best to support the team but support only goes so far when pay doesn't make it worthwhile. Metrics are "weird". Sure, managers do their best to give you clear expectations, but they (metrics/expectations) change all the time. A good por
Warehouse Supervisor | Perris, CA | Feb 18, 2020
OM doesn't practice what he preaches. A Prima Donna
First off, When they have a sale it's mandatory to work 6 days a week. Many warehouses are like that especially in Retail. They should rotate the Supervisors schedule to be more family friendly. Then a new OM was hired and a few weeks later he accuses me of not telling him the truth about a conversation we had on Thursday. To top it off he confronts me about this conversation 4 days later which was Tuesday morning. I told how how am I suppose to remember a conversation 4 days ago. He stated in his record of discussion" in my Workday that Honesty and Integrity are "Paramount". So then one of my Static workers gets hurt and receives First Aid (Ice Packet) who was suppose to be going to Army boot camp in a few weeks and I do the accident report. He (Operations Manager) doesn't turn it in or report it because he was afraid that would prevent him to join the Army. His very words were "It's one thing to get hurt when you are in the Army". They will take care of him. If you are broken before you go in then they don't want you. So he (An Operations Manager) deliberately doesn't report this accident. So much for this OM's Honesty and Integrity policy? It's to his convenience. This worker that got hurt missed approx 3 to 4 days due to shoulder pain and calls into the call off line and states "I am real sore from the accident". So this worries me because I wrote up the accident report and he is not turning this in. Would if upper management blames me for not reporting it? Then they m
Service Consultant | Remote | Dec 1, 2019
Oh well
To be quite honest I feel cheated. I started working with Wayfair and I absolutely loved it. The salary was just about ok (could be much better and much more competitive), but the working hours were great, no weekends etc. Well, all that has changed. We work weekends in horrible rotations and no advice for possible changes is ever taken seriously. Well, it's easy, since upper management has their weekends off. That is what you get for being so high up, I guess. The workload is too much even on the best of days and requests for overtime to be able to follow up with customers or just get any extra work done are met with „If you cannot finish your work in your shift, then you should be better with time management“. The fact that all departments are chronically understaffed is simply ignored. And while more and more people are needed, the ones who are great but were sick just one day to many are either let go or get short contract extensions. We are not humas at Wayfair and were there machines who could do the work, I do not believe senior management would bat an eye. We would be fired within a matter of minutes. Let's move on to the pay. German employees have to work with UK customers as well and are paid the same as Irish employees because (and I quote) „life in Ireland is more expensive“. Well, I have lived in both Ireland and Germany and I can assure you that it is not really. Especially since taxes are much more in Germany and the money we are left with is so much l
Customer Service Representative | New York State | Oct 16, 2021
Bad for mental health
This review might be dated whenever the lockdowns are over It used to be a decent job. Good culture, you got nice little benefits like a quarterly bonus that paid well, supportive fellow employees, a relatively chill environment and etc. All of that has changed. As I'm sure you're aware of the insane demand on the delivery industries, the job just went downhill during lockdowns and the people in charge are not interested in fixing the problems. If you work at Wayfair during this insanity you WILL deal with the following: Customers upset that they didn't get their coffee table or bed frame. You WILL get screamed at minimum once a day. I guarantee you. It didn't used to be that way. Figuring out just what is going on with the item(s) can be a whole other can of worms. You'll be reaching out to other departments, the drivers, the suppliers for the items, and others looking for an answer to what happened and there's a very high chance you won't find an answer. You have to find a way to phrase that to the customer. Or maybe the system is down or a key component (like say the tools we use to look up scheduling or give refunds) are down and you have to work around it. System issues are extremely common. You ARE going to explain to an upset customer that they didn't get their item because of a system issue and you are expected to deescalate. They're very metric-focused and picky. You need to state the customer's name even if it's unpronounceable, you have to say "Is there an
Prosdecent pay, if you work at the building they have free snacks, quarterly bonus (but realistically it'll be closer to $150-200 depending on your state taxes).
ConsExtremely metric focused, tons of issues using the tools you need to do your job, tons of issues with deliveries resulting in enraged customers.
Customer Service Representative | Bryan, TX | Apr 22, 2020
allot of Hype without the follow through
Job is almost cult like, you have to go through an indoctrination and completely buy into the culture. If you voice an opinion that does not go in line with how everyone else sees it, your treated differently. I have been in customer service management for over 20 yrs and in that time i have spent about 8 in call center leadership. I tend to look at things in a proactive way rather than an optimistic way and it was frowned upon. So much so that i was passed over for a supervisory position for someone with no degree, no experience and half my age. She was a very bubbly and optimistic person, where my approach is more, here is a possible problem and why....lets see how we can prevent it. I was actually told that i needed to be much more like her and that because of how i see things, i was "not a good fit". As i continued to look for a way to move up, several of the very problems i suggested we look at, came to life and the company as a whole was scrambling to find solutions. There was a suggestion site that we could log into and put those suggestions for areas of improvement to our corporate leaders. What the company failed to mention was that no one was manning the site, so those suggestions really went no where. The company's Core value is on providing an extraordinary customer service experience. They gave the customer service reps the power to solve problems for the customers and try to do what was right for both the company and the customer. Those abi
Senior Operations Manager | Boston, MA | Jan 13, 2021
A stop along the way
Wayfair is a public darling. One of the top 10 most downloaded apps in 2020. Headquartered in Back Bay, Boston, above Copley Place Mall with hundreds of fresh and eager graduates from some of the best academic institutions in the country. Applicants flock to their job postings with visions of grandeur around rapid growth, cutting edge technology, beer kegs, snack walls, and a strong liberal culture. Then they get hired and perception changes quickly. Here is some insider information. Employee turnover is: 1) Not a concern of Talent Management. Its simply the next person up. 2) Average employment tenure for leadership is less than 2 years. 3) The employee review process is set around a calibration model. This exercise for them is not traditional to it's intended purpose. Organizational leaders (some who may not know anything about you except what they hear in that room - I participated in these btw) sit in a room and directly judge you so you better be popular and fit the mold. In the review process they will ask you to write a comprehensive review around their core competencies and advocate for yourself. So many are fooled by this encouragement toward advancement opportunities. In reality these employees are pawns and essentially allowing the process to become the epitome of disengagement. Think about this, who tenders resignation and jumps off of a Wall Street rocket ship when it's in mid flight? People who know that it's destined to crash. 6 years ago I started my career w
Warehouse Worker | Perris, CA | Jun 14, 2019
Great company, horrible management
I started with this company 2 years ago. At first I loved it, health insurance provided from day 1, stocks allotted in increments of 20 per year and the stock has sky rocketed since I started, pay is adequate. The company has a great culture and a lot of perks such as free snacks and furniture raffle give away’s. The CEO’s have the right idea and they try to include employees in what is going on with the company. It is a tech driven company that is growing quite rapidly, maybe too rapidly. About the last 6 month’s there has been a decline in job satisfaction among all the members of my department mainly due to re-structures in management. Upper management has become increasingly hands off, rather hiring inexperienced supervisors to micro manage, spy and report. Perks are going away or becoming increasingly strict. They did away with the furniture give always a few months ago, no one knows why. They have become very strict with our metrics and job performance while taking away our independence. Basically, we are all just a number. The most recent change occurred last week when they suddenly decided that our office position we were hired for had turned into a warehouse position. I didn’t apply for a warehouse position, I never would have taken the job. They have taken most locations and placed them on the warehouse floor or in a warehouse office. The main part of our job is written communication between suppliers, the warehouse and customer service. We have a certa
ProsGood pay, nice benefits, free snacks (this could be a pro or con since you will gain weight)
ConsMicromanaging, poor guidance, horrible communication, no encouragement for a job well done only reprimanding when you don't meet your quota
Supply Chain Specialist | Sydney NSW | Aug 10, 2015
Great work environment with fantastic people
A typical day at Wayfair would begin at 9am taking customer calls and dealing with any complaints or enquiries. From 11am onwards i would process any Wayfair US orders that had come though - checking stock on our USA site and confirming customer details. From 12pm i would process inventory feeds sent in from our suppliers and format them on Excel before uploading them to Liasion. Some time would be spent again on customer service in the afternoon depending on the Customer Service Staff Rosta and availability but i would usually spend an hour or two answering customer queries via outlook. This could mean answering questions to anything including delivery estimates, product specifications and order status'. Throughout my time at Wayfair i learned how to time manage myself in a pro active way in order to fulfil all the tasks i was solely responsible for. I was also able to further my basic knowledge of Excel, Word Processing and Outlook, and also develop and understanding of more advanced programmes such as Liasion and SQL scripts. When i undertook the challenge of Credits Officer i also expanded my knowledge of the company financial structure and how recovering debts from our suppliers had a huge impact on the overall company performance. During my final 7 months at Wayfair i was split between three teams - Customer Service, Operations and Credits - which meant i answered to three different managers. With each manager i did have a different relationship but each proved to
Prosmonthly lunches, POD outings
Conslong hours

Questions And Answers about Wayfair

What is the best part of working at Wayfair?
Asked Dec 7, 2019
Answered May 17, 2022
Answered May 17, 2022
If you were in charge, what would you do to make Wayfair a better place to work?
Asked Jan 24, 2019
Please update metrics and performance. Metrics like Smart Solutions and 2DRR are often outside of the representatives control. It's not fair they have to be penalized if a customer wants a refund after they received a damaged item, or call back the 5th time because they want to know the status of their package, or are just impatient with support getting back to them. Focus on your workers that do well in the customer experience! It's about the customer!
Answered Mar 1, 2022
I would fire the director of B2B sales because he’s running the culture into the ground.
Answered Mar 13, 2021
Why did you leave your job at Wayfair?
Asked Mar 28, 2017
They care more about average handle time then the customer
Answered Jul 17, 2020
Incompetent leadership! They try to intimidate you and silence you!!
Answered May 23, 2020
How flexible are your working hours at Wayfair?
Asked Mar 27, 2020
Not flexible at all. It worked with my school schedule but they were not willing to move the hours at all for my schooling. You also do not get to choose email vs phone time.
Answered Nov 13, 2020
Not flexible at all. Very hard to get time off.
Answered Nov 4, 2020
What is a typical day like for you at Wayfair?
Asked Mar 27, 2020
I wake up go work starting 8:30am and take calls for majority of my 9 hour shift! We don’t have emails as much. Literally emails are probably only 2 hours then the rest of the day were on phones. It’s dreading to be overworked like that and have anxiety on a daily basis.
Answered May 12, 2022
The schedule is made for you when you come in however it does change very often on what tasks you will be doing. You would be put on phones or emails. They will give it to you from all day to literaly 5 minutes. As you skill up you loose more email time. Either way you will run the system that takes a bit to learn but is overall pretty simple as it walks you through. You have a goal to get customers off the phone within a certain time however not the end of the world if you don’t. You just don’t want all your calls long.
Answered Nov 13, 2020