The websites of Americanas.com and Submarino, which belong to the Americanas SA group, were offline during this Sunday (20). At around 8 pm, the platforms, as well as the application, continued to show error messages.
The suspicion is that it is a hacker attack. Asked if it had been attacked, Americanas declined to comment.
This Saturday (19), the company even released a statement informing about the preventive suspension of part of the servers at dawn, as soon as it identified a risk of “unauthorized access”.
The note said that “the environments were normalized at 15:16 on the same day and there is no evidence of compromise of the databases”.
But this Sunday (20), Americanas reported in a new statement that it “proactively resumed part of the servers in the ecommerce environment at dawn”. In addition, it “promptly triggered its response protocols as soon as it identified unauthorized access.”
The company claims to be working “with technical resources and experts to assess the extent of the event and safely normalize the ecommerce environment as quickly as possible.” The comoanha also said that “works with strict protocols to prevent and mitigate risks”.
According to Americanas, both on Saturday and Sunday, the activity of physical stores was not affected and the points of sale continued to operate normally.
On social media, there were a number of complaints from users, some of them linking the problem to a possible hacker attack.
“It’s been more than 24 hours since your website/APP has been having problems. Everything indicates that it was an attempted invasion (if they didn’t actually invade). The worst thing is that they don’t give a satisfaction. Zero response. Lack of respect” , said a user on the company’s Facebook page.
“I really wanted to understand how a company of this size has been offline for more than 36 hours, after a party at the BBB offering a 10% coupon. Where are your ITs?”, complained a consumer on the company’s Facebook page.
Americanas promoted a party at the house of Big Brother Brasil this Saturday, with a show by singer Thiaguinho, which increased its exposure precisely at a time of instability in online sales.
“What’s going on with the app? Sometimes it loads things, sometimes it doesn’t load anything, when it loads I can’t access the tab of my orders, it’s complicated!”, reported a user.
“Americanas is advertising 10 and customer service 0. When it comes to publishing and advertising at the BBB, everything is wonderful. When it comes to customer service and showing efficiency, rating 0. How about Americanas invest this money from the BBB in quality of work and service??”, complained another.
Americanas has one of the largest e-commerce operations in the country, alongside Mercado Livre, Magazine Luiza and Via (owner of Casas Bahia and Ponto). The group as a whole earned BRL 37 billion in the first nine months of 2021, with a net profit of BRL 241 million in the period.
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