Albert Heijn slowly got going again on Wednesday, the fourth day of the disruption. The company said the distribution centers were back in operation over the course of the day (NOS, NU.nl, De Telegraaf, Trouw); the first deliveries of shelf-stable products to the stores had resumed by then (De Telegraaf). Delivery of fresh products was to follow on Wednesday evening (AD, De Telegraaf). The app, website and delivery service stayed off (AD, de Volkskrant). According to the AD, online orders will be delivered at the earliest on Friday. NU.nl writes that the shelves may not be full again for a week; the NOS reports that it can take weeks. The police and the Public Prosecution Service invited Ahold Delhaize to file a police report, which according to the AD had not yet happened (NOS, AD).
Albert Heijn is the country’s largest supermarket chain. A disruption lasting several days shows how dependent supplies are on computer systems. NRC points out that the entire food chain is vulnerable, and NU.nl writes that the Netherlands is poorly prepared for a major cyber threat.
Expect empty spots on the shelves in the coming days, especially in fresh products, and no ordering through the app or website. Other stores and Picnic have become busier (NU.nl, AD). We have not seen that customer data was taken.
Within four days the company has its distribution centers running again and is starting delivery of fresh products.
In the AD, Pieter Zwaan, who had warned earlier, says he was surprised that Albert Heijn had no backup. That is one voice; whether it is true has not been confirmed.
Recovery is not yet clarity. Watch three things today: whether the online store and delivery get a date, whether Ahold Delhaize files a police report after all, and what the company says about the cause. Only then will we know whether this was an attack and what it cost.
AD · NOS · NU.nl · De Telegraaf · Trouw · NRC · de Volkskrant · Parool · FD · Omroep Brabant (Oct. 14)
Albert Heijn restarts its distribution centers, but full shelves are still a while away
After four days of disruption, the country’s largest supermarket chain restarted deliveries to its stores on Wednesday. Fresh products follow on Wednesday evening; the online store remains closed. What happened has not been confirmed.
Albert Heijn slowly came out of the disruption that began on Sunday on Wednesday. The company said that all distribution centers, the large warehouses from which the stores are supplied, were back in operation over the course of Wednesday (NOS, NU.nl, De Telegraaf, Trouw). According to De Telegraaf, the first deliveries of shelf-stable products to the stores had already resumed by then. Delivery of fresh products was to follow on Wednesday evening (AD, De Telegraaf). The app, website and delivery service stayed off, for the fourth day in a row (AD, de Volkskrant). According to the AD, online orders will be delivered at the earliest on Friday; that had already been postponed earlier. As reported earlier, the price screens in the stores did not work on Monday, and the online stores of Etos and Gall & Gall were also closed (NU.nl, De Telegraaf).
That does not mean the shelves are full yet, and recovery will not happen overnight. De Telegraaf cites the expectation that it will take ‘days’ more, and Parool wrote that Albert Heijn had not yet fully got going on Wednesday morning. NU.nl writes that it can take a week before they are full again; the NOS says in a headline that it can take weeks. Employees tried to hide the gaps on the shelves (Omroep Brabant). Customers went elsewhere: childcare workers did their own shopping (NU.nl), a customer called it ‘as busy as at Christmas’ at the competition (De Telegraaf), and Picnic, where the brother of the Ahold boss is in charge, got busier (AD). The AD reports that sales of emergency packs rose fivefold (one source). The food bank in Zwolle received extra food because of the disruption (RTV Oost, one source). On the stock market, the Ahold Delhaize share actually did well on Wednesday (De Telegraaf, one source).
Estimates of the cost differ, and none of them comes from the company: according to the AD at least 10 million euros (experts’ estimate), according to the FD ‘tens of millions per day’. The two figures do not match, so we do not add them up. The company still calls it a cybersecurity incident. Whether there was a break-in has not been confirmed, although NRC and the Volkskrant speak of a cyberattack and hackers in their headlines; that is their interpretation. According to the AD, Albert Heijn did not file a police report, and the police and the Public Prosecution Service invited Ahold Delhaize to do so after all (NOS, AD). Why that did not happen, we do not know. The Volkskrant asks whether the danger has really passed and quotes someone who says: ‘You want to smoke out the hackers.’ Whether that has succeeded, the company has not said. NU.nl and NRC see a warning in the empty shelves: according to NU.nl the Netherlands is vulnerable to cyber incidents, and according to NRC it affects the entire food chain.