Network outage across Foodstuffs South Island

At 4pm on Wednesday 22nd September a standard IT maintenance update was pushed through the system and inadvertently caused stability issues within South Island PAK'nSAVE and New World stores point of sale network.  This resulted in stores being unable to process customer transactions between 4pm and 6:30pm but fortunately the issue was identified swiftly and the team were able to carry out an urgent fix which got the system back online promptly.

We would really like to apologise to customers who were trying to shop during this time, we know the system being offline was an inconvenience. We know our individual stores each looked after their customers in their own special way which ranged from chocolate fish being handed out to customers who were waiting to pay for their groceries to stores creating short terms work arounds to enable customers to pay for their shopping.

We would encourage any customer who feels their bill is incorrect as a result of this issue, to reach out to their local store who will investigate and make a correction as appropriate – this may take the form of a discount or gift card. We would ask customers to bring a valid form of identification or their Clubcard details which will help the team investigate and provide a resolution as quickly as possible.

Just re-confirming this issue was not caused by a cyber-attack – it was simply an IT maintenance issue which unintentionally destabilised the stores online environment.