Albert Heijn has been struggling since Sunday with an IT disruption that the company calls a ‘cybersecurity incident’ (AD, NOS, NU.nl, Parool). The parent company Ahold Delhaize switched off parts of its network preventively (NRC). The web shops of Albert Heijn, Etos and Gall & Gall could not be used and online orders were not delivered (De Telegraaf). Several distribution centers halted work; director Margaret Versteden-Van Duijn told the NOS that fresh products in particular may become scarce. In the stores price screens did not work and price tags were taped over (NU.nl); discounts and savings campaigns were thrown into disarray (De Telegraaf). Thousands of customers switched to Jumbo and Picnic (AD, NOS). Whether there was a break-in has not been confirmed.
Albert Heijn is the largest supermarket chain in the Netherlands. When supply and the checkout and price systems falter, millions of customers notice, and the company loses revenue and trust. Retail experts fear that customers who have left will stay away (AD).
Today you can still expect gaps on the shelves for fresh products, and you cannot order online. Check prices and discounts in the store itself, because the screens and the bonus offers are not working properly. We have not seen any evidence that customer data have been stolen.
The company says it is acting preventively to limit damage and to protect customers.
The NRC reads the mass shutdown of systems as a sign that Albert Heijn does not yet know where the suspected hacker is.
It is still unclear whether this is an attack. Watch three things today: whether the distribution centers are running again, whether the web shop returns and whether the company says anything about customer data.
NOS · NU.nl · AD · De Telegraaf · NRC · Parool · de Volkskrant · Trouw (Oct. 12)
Albert Heijn partly shut down after cyber incident: web shop closed, distribution centers idle, empty shelves loom
Since Sunday the country’s largest supermarket chain has been dealing with a ‘cybersecurity incident’. On Monday several distribution centers stood idle and price screens in the stores did not work. Whether it is an attack has not yet been confirmed.
Albert Heijn has been struggling since Sunday with a disruption that the company itself calls a ‘cybersecurity incident’ (AD, NOS, NU.nl, Parool). On Monday the scale became clear. The parent company Ahold Delhaize switched off parts of its computer network ‘preventively’, writes the NRC. As a result the web shops of Albert Heijn, Etos and Gall & Gall could not be used, and groceries ordered online were not delivered (De Telegraaf). Work has come to a halt at several distribution centers, the large warehouses from which the stores are supplied. Director Margaret Versteden-Van Duijn told the NOS that empty shelves may appear, especially for fresh products.
Customers noticed it in the stores right away. The screens above the shelves did not work and price tags were taped over, so customers could not always see the price (NU.nl). Discounts that no longer applied were still on the tags (De Telegraaf). According to the same paper, the savings campaigns have also stopped. Thousands of regular customers switched to Jumbo and Picnic, writes the AD; retail experts call it the biggest digital incident in the chain’s history. Jumbo told the NOS that it is already scaling up because more people are ordering online. Ahold Delhaize’s shares fell according to market reports (one source, not confirmed by a second).
Much is unknown. The company does not say whether hackers have been in its systems. The NRC writes that taking countless systems offline suggests Albert Heijn does not know where the suspected hacker is; that is the paper’s assessment, not an established fact. We have not seen a ransom demand or a group claiming responsibility. There is also no report that customer data have been stolen. Reports differ on the number of distribution centers that are closed, so we give no number. The company has not said when the web shop and the supply chain will run normally again. Anyone shopping today can therefore still expect gaps on the shelves, especially for vegetables, fruit and other fresh goods.