Wayfair Responds After Customer Gets Creepy Call From Them
By Dave Basner
November 4, 2019
Online shopping is a huge convenience to people who don't have time to go out to a brick and mortar store, or just don't want to speak to people, but one woman who was browsing on Wayfair.com was reminded that while online shopping can be done in the privacy of your own home, it isn't very private. Ariel Dumas tweeted about her experience, explaining how she was perusing items on the site when her phone rang. It was a number she didn't know but her phone showed it was from Massachusetts. Joking, Ariel wrote, "I had to answer! It was a Massachusetts number and WHAT IF IT WAS @EWarren [Elizabeth Warren]???????"
She picked up and it wasn't the presidential hopeful, rather it was a guy who works for Wayfair, saying how he saw she was looking on their site and wanted to know if she needed any help.
I'm looking at Wayfair and my phone just rang - an unknown number. Picked it up, and it was a Wayfair employee saying they noticed I was browsing their website so happy creepy Halloween I guess.— Ariel Dumas (@ArielDumas) October 31, 2019
It was a young man who was clearly like doing this as part of his job and I explained to him how uncomfortable it made me feel and he apologized several times and sounded honestly very sorry!— Ariel Dumas (@ArielDumas) November 1, 2019
I told him I appreciated his passion for customer service but could he please send the message up the chain that this was nothing less than horrifying and he readily agreed to do so.— Ariel Dumas (@ArielDumas) November 1, 2019
"I think it’s important to clarify that we do not make outbound phone calls based on real-time site activity. To best serve our customers and help them find what they are looking for, Wayfair has a team of specialists that follows up by phone with customers who have already made a purchase. When Wayfair notices previous orders and site activity show buying interest in a specific category of its catalog, team members may reach out to customers to offer help in finding the right item — but the call should always be preceded by an email explanation. Customers receive an introductory email from the team prior to any phone outreach to offer assistance in the shopping process. Many customers find this helpful especially when shopping categories that include flooring, vanities, upholstery and other high-consideration products where specialized expertise is particularly helpful.”
No word on if Wayfair plans to change anything following the publicity around Ariel's tweets.
Photo: Getty Images