QVC Offers Updates On Impact of North Carolina Warehouse Fire

Posted: December 20, 2021

Update on the Fire at QVC’s Rocky Mount Facility

On behalf of QVC and all our team members, we are heartbroken to learn of the passing of one of our contractor colleagues in the wake of the tragic fire at our QVC Rocky Mount distribution facility in North Carolina. Our thoughts and prayers are with his family and friends.

Our continued focus is on all our impacted team members in Rocky Mount – and on ensuring their wellbeing during this difficult time. Our thoughts and prayers are with them as well.

We thank the first responders and the state and local authorities who are still working to put out the fire so they can investigate its cause.

And we thank all of you for your concern. Your outpouring of care, support, and generosity truly means the world to us. Once again, we’re reminded of – and so grateful for – the special relationship we have with our customers.

We’re still working to understand the full impact of this incident, including any impact on QVC products and orders at the Rocky Mount facility.

Currently, we’re reviewing individual orders, and we’re contacting customers whose orders have been impacted. If your order has been affected in any way, you’ll hear from us. There’s no need to contact Customer Service at this time.

We’re also in the progress of reviewing the items we’re presenting on air on QVC to ensure that those items are in stock and available to ship.

Please note that for orders placed beginning Saturday, December 18, QVC can no longer guarantee delivery in time for Christmas. We are updating this messaging on all customer touch points – and we apologize for any confusion if you’re still seeing old messaging.

This is an evolving situation, and we will continue to share relevant updates as we are able to.

Posted: December 21, 2021

Update on QVC Orders & Returns Impacted by the Rocky Mount Fire

We’re still working to understand the full impact of the fire on QVC orders and returns. However, here are some answers to Frequently Asked Questions that you may find helpful:

Is my QVC order or return affected by the fire?
Currently, we’re reviewing individual orders, and we’re contacting customers whose orders have been impacted. If your order has been affected in any way, you’ll hear from us. There’s no need to contact Customer Service at this time.

Can I still use my Q Return Label if it says Rocky Mount?
Yes, please continue to use the label provided on QVC.com or within your package. Our carriers will reroute the return appropriately for processing of your refund.

Will my QVC return processing and refund be delayed?
Please expect, in some situations, for your refund to be delayed due to the fire. If you are returning an item and you choose to use our Q Return Label, we may be able to process your refund more quickly. Or, you can always send us your returns as usual and contact Customer Service with any questions.

I returned an item to Rocky Mount with a request for an exchange, will I receive it?
Unfortunately, no. We’re unable to issue an exchange for returns sent to Rocky Mount at this time. Our Customer Service team members can assist you in reordering the item if it’s available, and we will honor the original price at the time you purchased. Please give us a call at 1.800.367.9444, and we’ll be happy to help with your exchange request.

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QVC Worker Killed in North Carolina Warehouse Fire

As some of you know, a horrible tragedy took place at QVC’s huge fulfillment center in Rocky Mounty, North Carolina, this weekend. A massive five-alarm fire destroyed most of the facility and a worker was killed.

Here’s the statement that QVC put out today. The home shopping network, surprisingly as far as we’re concerned, didn’t mention the fatality:

“On Saturday, December 18, 2021, QVC, Inc. (“QVC” or “the Company”) experienced a fire at its QVC Rocky Mount, Inc. fulfillment center in North Carolina. At this time, the Company is focused on the safety and well-being of its team members and is taking steps to provide them with support and resources. The building will be closed until further notice.

QVC will continue to pay the salaries of all team members unable to work due to the facility closure at least through the end of December and is evaluating other options to help them.

QVC is working to assess the financial and business impacts of the incident and evaluate alternatives to normalize operations as soon as practicable. Rocky Mount is the Company’s second-largest fulfillment center processing ~25-30% of volume for both QVC and HSN businesses and is the Company’s primary returns center for hard goods, which create significant challenges to a prompt resolution.

However, over the last 48 hours, the Company has taken a number of steps designed to protect the operational integrity of the business and the customer experience notwithstanding this tragic event.

QVC has engaged in a preliminary review of salvageable inventory at the facility, diverted inbound orders to other parts of the ecosystem and begun evaluating secondary facilities that could be employed to supplement fulfillment and returns demand while Rocky Mount remains closed.

In addition, the Company carries customary insurance that includes protection for fire damage, and the applicable carriers have been notified; no additional information about the Company’s insurance coverage is available at this time.

QVC is working with state and local authorities as they investigate the source of this incident.

We are immensely grateful for the support we received from the first responders, as well as state and local authorities, who all worked diligently to address and contain this devastating situation.”

Here’s CNN’s take on the fire.

https://www.cnn.com/2021/12/19/us/body-qvc-facility-fire-north-carolina/index.html

CNN reported that 75% of the building was destroyed, and that the body found was identified as 21-year-old Kevon Ricks.

“Our thoughts and prayers go out to the family of Mr. Ricks as well as all team members affected by this tragedy,” a press release from the Edgecombe County Sheriff’s Office said.

Even North Carolina’s governor offered condolences.

“I’m saddened by the loss of life during the QVC Distribution Center fire in Rocky Mount,” North Carolina Gov. Roy Cooper said in a tweet. “I’ve been in contact with local and state officials about that tragedy and taking steps to help families hurt by the loss of more than 2,000 jobs.”