Woolworths supermarkets across New Zealand faced a significant disruption on the morning of April 7, 2025, due to a technical glitch affecting their electronic shelf labels. This issue led to the closure of almost all 185 stores temporarily as the supermarket chain scrambled to rectify the problem.
The glitch resulted in the electronic shelf labels displaying standard prices instead of promotional sale prices, leaving customers confused about the correct prices for their purchases. Despite the confusion, a spokesperson for Woolworths reassured customers that they would still be charged the correct lower promotional prices at the checkout. “If a product is on promotion this week, our customers won't miss out as they will be charged the promotional price at the checkout,” the spokesperson explained.
As a precaution, Woolworths decided to close its stores to identify and fix the issue, with reports confirming that many locations had reopened by 8:30 AM. The spokesperson indicated that the company expected the problem to be resolved quickly, minimizing the impact on customers.
Mary Fastier, a customer who went to pick up her click-and-collect order at Woolworths Papakura, encountered a sign on the door advising of the store's closure. She noted that although the store was closed, she received a message saying her order was ready for collection. “Fifteen minutes later and after a lot of signing through windows, our order was brought out through the back door,” she recounted. Fastier observed that several people were gathered around the store, wondering what was happening.
Woolworths confirmed that the electronic shelf labels across its network were affected by a technical issue, prompting the closures. Notices were posted on the front doors and security grates of the stores, informing customers of the situation. The supermarket chain emphasized that the glitch was a systems error and that they were working diligently to resolve it.
By 9 AM, Woolworths announced that all stores should be open again, with the spokesperson reiterating their commitment to ensuring customers were not adversely affected by the situation. The electronic shelf labels, which are designed to display current prices, had malfunctioned, leading to widespread confusion among shoppers.
Woolworths, a leading supermarket chain in New Zealand, has faced scrutiny in the past for various operational issues. However, the company has consistently worked to improve customer service and communication during disruptions. This incident underscores the reliance on technology in retail and the potential challenges that can arise when systems fail.
As customers returned to the stores, many expressed relief that they would not miss out on promotional discounts despite the earlier confusion. Woolworths has pledged to enhance its systems to prevent similar issues in the future, ensuring that customers can shop with confidence.
This incident serves as a reminder of the importance of clear communication in retail, particularly when technical issues arise. Woolworths has taken steps to address the situation swiftly, aiming to restore customer trust and maintain its reputation as a reliable grocery provider.
In the coming days, Woolworths is expected to review the incident thoroughly to identify any underlying issues that contributed to the glitch. The supermarket chain will likely implement new measures to enhance the reliability of its electronic shelf labels, ensuring that customers have accurate price information at all times.
As the retail landscape continues to evolve, with technology playing an increasingly vital role, companies like Woolworths must stay ahead of potential challenges. This incident highlights the need for robust systems and effective crisis management strategies to navigate unexpected disruptions.
In summary, while the technical glitch caused temporary inconvenience for customers, Woolworths' swift response and commitment to resolving the issue demonstrated their dedication to customer satisfaction. As the supermarket chain moves forward, it will be crucial to learn from this experience and strengthen its operational resilience.
