Updates on Our Actions to Support our Customers, Team Members, Partners, and Communities.
Initially, we introduced this blog to share updates about QVC’s and HSN’s response to Covid-19. As we continue to navigate those challenges, we’ll continue to keep you informed here. And now, moving forward, we’d also like to use this space to share information about other important issues.
Posted: June 18, 2020
QVC & HSN TAKE ACTION FOR EQUALITY
This Juneteenth, as our country commemorates the emancipation of the last remaining enslaved African Americans, QVC and HSN stand with our Black team members, customers, vendors, and community. As retailers who interact daily with millions of diverse customers – and who employ thousands of diverse team members – we recognize our responsibility to be a voice for change in the face of racism and injustice.
And so, we’d like to share with you some of the things we’re doing now and in the near-term to step up our commitment to diversity and inclusion.
SUPPORTING DIVERSITY & INCLUSION IN OUR COMMUNITIES
Qurate Retail Group (a family of brands including QVC®, HSN®, Zulily®, Ballard Designs®, Frontgate®, Garnet Hill®, Grandin Road®, and RyllaceTM) is pledging $1 million to the Equal Justice Initiative (EJI). This is an organization dedicated to ending mass incarceration and excessive punishment in the US, to challenging racial and economic injustice, and to protecting basic human rights for the most vulnerable people in our society. In addition, we’re providing a 100% match to any US team member donations to causes that support racial and social justice, up to an additional total company contribution of $1 million.
Also, QVC and HSN will stand with Black-owned businesses. In the coming weeks, we’ll start by highlighting the stories behind some of the extraordinary Black-owned businesses in our own family. We’ll leverage our digital platforms to help customers discover these brands and support them. Then, we’ll launch a new phase of our Small Business Spotlight, giving Black business owners outside of our own vendor community airtime and digital space to tell their stories and connect with new customers.
SUPPORTING DIVERSITY & INCLUSION WITHIN OUR COMPANIES
We’re taking steps to help team members discover new perspectives, have uncomfortable but necessary conversations about race, and support each other. This includes increasing the resources available to team members regarding racism, adding Black affinity groups at more worksites, and expanding our Diversity & Inclusion training to all team members via online modules, videos, and e-learning experiences.
We’re also continuing our efforts to attract diverse talent and suppliers, offer multicultural product assortments, and ensure broad representation in our marketing, digital, and on-air activities. And as we continue to navigate challenges arising from Covid-19 protocols, we’re offering virtual events to support a diverse and inclusive culture, including virtual affinity group meetings and a virtual Pride Month celebration later in June.
We’re more committed than ever to fostering a community where every team member, business partner, and customer is treated with respect and dignity, and where everyone can be themselves and reach their full potential.
Posted: May 08, 2020
Shipping Delays While We Take Extra Precautions
We’re so happy you love shopping with us during this time, and how much you look forward to receiving your orders – and we’re doing everything we can to ship them out to you. But because of the additional safety precautions our team members are taking, there may be shipping delays that impact your expected delivery date.
As we’re working hard to ship orders as soon as possible, the safety of our QVC & HSN team members is paramount, so we truly appreciate your patience. While you may experience longer-than-normal wait times when contacting Customer Service, remember that you can always access information on your orders, returns & Easy Pay® or FlexPay at QVC.com or HSN.com. We can also connect using Facebook Messenger.
Thanks again for your continued patience, and we hope you and yours stay healthy & safe.
Posted: April 21, 2020
The ongoing local and global health concerns have created unforeseen challenges in everyone’s lives. Your friends at QVC and HSN want to do what we can to help make things a little easier – for both the broader community and for you, our customers.
Here for the Community
A couple of weeks ago, we shared with you a way that we could all join together to help feed children and seniors impacted by COVID-19. Qurate Retail Group (a select group of brands, including QVC®, HSN®, Zulily®, Ballard Designs®, Frontgate®, Garnet Hill®, Grandin Road®, and RyllaceTM) launched an initiative to support Meals on Wheels America and No Kid Hungry by matching customer and team member donations – up to $1 million in total company contribution.
Due to your overwhelming response, we’re increasing our matching donation up to $2 million in total company contribution – up to an additional $1M. Thank you for your generosity!
To learn more and donate, visit: https://partnersingiving.benevity.org/community.
Here for You
At QVC and HSN, we’re so happy to be able to provide you with some of the things you need during this time. Whether you’ve been a customer for a while or you’re shopping with us for the first time, you may have questions about your order. Here are some tips that we hope will help you get the answers you need.
In light of the COVID-19 situation, we’re following all recommended procedures to support our Customer Service teams. As a result, you may be experiencing longer-than-usual wait times to speak with a team member. Please know that we appreciate your patience, and we’re working hard to get to your calls as quickly as possible.
However, to save time, you can always access the latest information on your orders, returns, and Easy Pay® or FlexPay at QVC.com or HSN.com. You may also want to try a different method of contacting us. Visit us online or on our apps to Live Chat with us or send us an email. You can also connect with us using Facebook Messenger. If the BOT is unable to answer your questions, it will automatically transfer you to a Customer Service representative.
We want you to love your purchases. But, we understand that things don’t always work out. And as we all navigate the ongoing health concerns, we want to make returns a little bit easier. So, we’ve extended our 30-day return policy to 90 days on most items. It’s just one less thing you need to worry about!
Also, if you’re not comfortable going to the post office right now, we want to remind you that you can schedule a pick-up for your return through the US Postal Service. You can learn more and schedule a USPS pick-up at https://tools.usps.com/schedule-pickup-steps.htm. And if you have a traditional mailbox, you can simply place your US Postal Service return inside and put the flag up to indicate pick-up – no contact necessary.
Now more than ever, we’re grateful to have you as part of our shopping community. Be well!
Posted: April 01, 2020
Supporting Our Communities
Our hearts go out to everyone who’s been impacted by COVID-19. We want to do our part to help, and we’re starting with an initiative that can create an immediate and positive change in the lives of people in our communities.
The ongoing public health challenge has made it increasingly difficult for some people in America to gain access to food, including children who rely on free or reduced-price meals in schools and seniors who are unable to leave their homes. So, Qurate Retail Group (a select group of brands, comprised of QVC®, HSN®, Zulily®, Ballard Designs®, Frontgate®, Garnet Hill®, Grandin Road®, and RyllaceTM) is supporting Meals on Wheels America and No Kid Hungry by matching customer and team member donations – up to $1 million in total company contribution. We’re committed to making a minimum company contribution of $250,000 to each charity.
It’s easy to feel helpless at a time like this. If you’re looking for a way to help, you can join us in supporting these amazing organizations that address food security for the most vulnerable children and seniors. To learn more and donate, visit https://partnersingiving.benevity.org/community.
Together, we can make a difference.
Posted: March 23, 2020
Keeping Distance... Yet Staying Connected
QVC and HSN have always believed in the power of relationships – and we believe in that now more than ever. While we all try to navigate keeping a safe distance from one another, we think it’s also important to stay connected. We’re so grateful to have the continued opportunity to be welcomed into your homes, and we’re evolving our broadcast, web, and social channels to help support you through this ongoing challenge. While the whole world may be changing, one thing will never change: you’re a part of our family. And we want you to know that we’re looking out for all of the members of our family – including our team members, our vendors and guests, our customers, and our greater communities.
This situation is evolving rapidly, so our response is evolving rapidly, too. We hope to make this a place where you can always find the most up-to-date information on any changes related to your experience with our brands.
Overall, please know that we’re in close, constant contact with health, government, and industry authorities, and we’re carefully following all recommended procedures.
Our Customer Experience
While we’ve temporarily closed all of our retail stores to the public, our broadcast studios and warehouses remain operational. Like other networks and retailers who ship products, we’re continuing to serve our customers. We’ll keep working together with government, community, and trade organizations to ensure that we’re always acting in the interests of the common good.
We’re trying to offer more of the products you might need to shop for as this situation unfolds: food, home office items to keep you productive, fitness/wellness products, and cleaning items – as well as crafts, garden and other items to enjoy while at home. And we’re temporarily extending our return policy from 30 to 90 days to make sure you have enough time to safely complete your return or exchange.
When you tune in, you’ll notice fewer models and guests on air during our live show. We’re taking these measures to limit the number of people in our studios and facilitate social distancing while we continue to connect with you.
All team members who can work at home are now working at home, including many members of our customer service team. We’re keeping our distance, but still working together to be there for you.
For team members who need to perform their jobs on-site, including our warehouse and studio production teams, we’re taking every precaution to protect their health and safety. We’ve reduced the number of people on-site to allow for more social distancing; we’ve limited visitors and we are screening all people who come into our sites; and we’ve elevated cleaning protocols in alignment with the recommended protocols from the CDC.
We’re also taking measures to support our team members’ ability to make a living. In addition to offering flexible hours and expanding our work-at-home policy, we’ve made changes to our attendance policies and are offering additional paid time off options to support certain COVID-19 related absences. And we offer a variety of options to support our team’s wellbeing with our Employee Assistance Program.
Our Community Service
QVC and HSN have always been proud to support the brands we work with – both big and small. As this health challenge rapidly becomes an economic challenge as well, we hope to continue to help support our community of vendors and entrepreneurs by giving them a way to stay connected with customers – and creating new ways to support their businesses.
We’re also working to provide you with more content that’s relevant to what’s going on in your lives right now, as well as new opportunities for you to engage with our community. We’re using our airtime to communicate public safety announcements, and we’re generating new ideas to use the power of our broadcast and other platforms to share important information to benefit our communities nationwide.
It’s understandable to feel isolated at a time like this, but we take comfort in knowing that we’re stronger when we stick together and act as a community, looking out for the wellbeing of one another. So, we hope you’ll use this time to safely connect with your friends and family as well as find new ways to stay inspired. And remember – even as we keep our distance to stay safe... we’re all in this together.