Have you ever purchased from Wayfair? If so, walk me through your experience. If not, how could we gain you as a customer?
The interviewer wants to know that you have the full picture when it comes to the Wayfair experience. If you have never purchased from Wayfair, ask around or research online, and look for common denominators in people's reviews of the company. Take note if most people comment on the over and above customer service or the vast range of product selection. Be ready to discuss how Wayfair can gain your business if you have not shopped there before. If you have bought at Wayfair in the past, describe for the interviewer your most positive experience. Discuss what stood out the most to you.
"I made my first purchase from Wayfair just three months ago, when I ordered a new side table. It's a mirrored table and, unfortunately, delivered with a crack in the glass. I called Wayfair customer service and had a replacement at my door just two days later. The service went far beyond my expectations!"
"The place that I rent is fully furnished so, at this time, I don't have a significant need for home goods. However, my mom is an avid Wayfair shopper! She and I spend time on Sunday afternoons looking through the site and adding to her Christmas wish list. I look forward to using Wayfair when I have a home of my own and need to furnish it!"
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Anonymous Answer
Yes, I've purchased over 10k worth of home goods from Wayfair, and the only incident I had was one in which I thought the dining room set that I had ordered possibly wouldn't get here in time for Christmas Break with my whole extended family. I had a great experience with customer service as they kept me up to speed on the delivery status, and it came on time for the holidays.
Rachelle's Feedback
Excellent! It's wonderful that you have so much experience with the Wayfair customer journey already - really giving you an edge in the interview.
Anonymous Answer
Last month, I dove into the Wayfair Professional funnel on the website. However, I accidentally said I was a business designer rather than a consumer and couldn't change my answer. Fortunately, Wayfair requested my phone number and email address. They called me that evening and helped me resolve the issue. They also explained the Wayfair Professional program so I could get a better idea about it.
Rachelle's Feedback
It sounds like your customer service experience was a positive one. The interviewer should be happy to hear that you did a deep dive into their successful Wayfair Professional program.
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