Grocery giant’s outage forces shoppers to third-party apps

Ahold Delhaize’s U.S. grocery chains have been offline for days after a cybersecurity incident disabled their websites, forcing customers to use third-party delivery services such as DoorDash and Instacart. The disruption occurs as the company relies more on digital sales growth—its U.S. e-commerce revenue climbed 14% in the last quarter, while in-store sales increased by just 1%.

Digital orders and loyalty programs are both disrupted

The outage blocks customers from placing orders through Ahold Delhaize’s own platforms, including stores like Giant Food, Hannaford, and Food Lion. Shoppers can only order via delivery apps, which reduces the company’s ability to manage pricing, promotions, and customer data. The digital failure also locks users out of their loyalty accounts, cutting off access to rewards that form a central part of the shopping experience.

Loyalty programs serve as a key tool for retaining customers. Without them, shoppers have fewer incentives to return to Ahold Delhaize’s stores once systems are restored. The longer the outage continues, the greater the risk that customers will switch to competitors like Kroger or Publix during the downtime.

The incident highlights how dependent the company’s business has become on smooth online operations. While grocery shopping remains a habit, digital disruptions can erode that loyalty when convenience is replaced by friction.

Some of Ahold Delhaize’s European chains have also been affected, though the impact there is less severe. The prolonged disruption serves as a warning: in an industry where speed and reliability are critical, even minor technical failures can drive customers away.

The company’s recent digital sales growth has been a standout performance, but this incident threatens to reverse that progress. Ahold Delhaize’s investment in its own e-commerce platforms, rather than outsourcing entirely to third-party delivery, was designed to cut costs and strengthen customer loyalty. Now, that strategy faces a serious test from a single security failure.

Such outages are not uncommon. In 2022, a ransomware attack on Walmart’s U.S. e-commerce site left shoppers unable to place orders for days, though Walmart recovered quickly. Ahold Delhaize’s situation is more prolonged, but the underlying issue remains the same: when digital systems fail, grocers lose more than just immediate sales; they risk damaging customer trust. Shoppers expect their preferred stores to function reliably, not just when it suits the company.

Loyalty programs suffer the most

The inability to access loyalty accounts represents a significant setback. Ahold Delhaize’s programs provide discounts, personalized offers, and points redeemable for free products, direct incentives to remain with the retailer. Without these tools, customers have weaker reasons to stay, even if the outage is temporary.

Consumer Confidence in Grocery Safety Drops to Record Low

Public trust in the safety of food sold at most grocery stores has reached its lowest point in Gallup’s history. Only 65% of respondents expressed confidence in grocery food safety, down from 73% in 2025 and 72% in 2024. This decline coincides with a major cyclospora outbreak that began nationwide in June.

Customers may permanently leave after the outage

The longer the outage persists, the higher the chance that customers will abandon Ahold Delhaize altogether. While some may overlook a temporary issue, others will view it as a sign of unreliable service, a critical concern in an industry where convenience is vital.