Americanas delivery is affected after three days of hacker attack

The retail group Americanas, owner of the websites Americanas.com, Submarino and Shoptime, completes this Tuesday (22) three consecutive days of stoppage in digital sales, after suffering a hacker attack last Saturday (19). Users of social networks complain of delays in deliveries and difficulty in communicating with the company.

“It hasn’t come back yet. A company of that size, my God. I hope it doesn’t affect the delivery of orders”, posted this Tuesday a consumer on the Americanas Facebook page, which has around 9 million users. “All orders will be delivered, but due to site instabilities, there may be delays” (sic), was the network’s response.

Questioned by sheet if the hacker attack also affected the goods delivery schedule and if there is any forecast of normalization of operations, Americanas did not respond until the publication of this report.

Customers who made purchases on the weekend of the attack also report that the charge was made, but there was no confirmation of the purchase. “I made a purchase through the app and I can’t access it anymore!! It wasn’t answered by email and I still haven’t had the amount refunded on my card!”, says a user on Instagram, where the company has 13 million followers.

Complaints on social networks are still focused on the retailer’s lack of communication with customers. “The right thing would be for Americanas to send an e-mail informing consumers who purchased through the site these days. I made 2 purchases by bank slip and I think it’s a lack of respect not to have any form of communication”, says a consumer on Facebook.

“Since Saturday with a problem and I only found out when I tried to see if my order was arriving. I’m sorry for what happened and I hope they solve it soon because the product I bought is a gift. Before payment, the deadline was 02/03. After payment, changed to 03/16. And now this. Sorry and I’m waiting for any contact from Americanas”, said a user on Facebook.

“I hope they solve it soon, I needed my product with some urgency and now I don’t even know when I’ll receive it or if I’ll receive it. I can’t even access my account anymore, in fact everything is inoperative!”, says a Facebook consumer. “Americans, what’s the forecast back? There should be at least phone service”, says another consumer on the company’s Instagram page.

There are reports that the problem also involves product exchanges.

“I need to change my air fryer that came with the wrong voltage. On the 0800, when I go to the exchange option, it says there was a problem and the call drops. I’m worried because the 7-day deadline is about to end. Does anyone know how to proceed? I bought it on the internet, but can I exchange it in the physical store?”, posted a user this Tuesday morning, having subsequently received a protocol response that Americanas has sent to all users:

“The company informs that, for security reasons, it has proactively suspended part of the servers in the e-commerce environment and works with technical and specialist resources to safely normalize it as quickly as possible. Therefore, the delivery of your product may be delayed.”

The attempt to break into the retailer’s systems did not reach sales in physical stores, which today total around 1,700 units in the country. However, about two-thirds of the group’s sales are online. Stores are even used as delivery points for goods purchased online.

Purchases made online with store pickup, however, require a confirmation code, sent by email. But there are reports of customers not receiving this confirmation email over the weekend. “Americanas didn’t create plan B for those who bought it and can’t see the pick up code in store. The girl wanted the code and I said, girl, it’s me, get my document. I couldn’t pick up the product,” said one user. from Instagram.

Other users report problems that started on Friday (18). “I’ve been trying to access the app since Friday to track my orders. Not even over the phone is possible. And my registration was canceled and I’m not able to make another one”, says a consumer on Instagram.

Daily loss could reach R$ 145 million

Americanas is one of the largest online retail operations in the country. In the third quarter of 2021 (latest data available), it reached BRL 9.9 billion in gross volume of goods sold on the internet (digital GMV), including its own and third-party products. As a result, the average daily sale on the group’s portals in the period was R$ 110 million, as determined by sheetwhich would add up to an accumulated loss of R$ 330 million in these three days of stoppage.

However, considering the forecast made by the bank Goldman Sachs earlier this month for the retailer’s online sales in 2022, of R$ 52.9 billion, the daily average of sales this year would be R$ 145 million. From this projection, the loss of Americanas from the hacker attack reaches R$ 435 million.

This Monday (21), with the 6.61% drop in the value of the shares – the share was quoted at R$ 31.49 –, the company suffered a loss of market value of more than R$ 2 billion, according to data. from Refinitiv. In this Tuesday’s trading session (22), around 11:45 am, the company’s shares registered a decline of 4.54%, quoted at R$ 30.06.