Myer stores were hit by a point-of-sale outage over the weekend, but the retailer’s immediate response to the system failure has been praised by many customers.
The problem knocked out Myer’s point-of-sale (POS) terminals at its department stores on Saturday, meaning transactions could not be processed, including those in cash.
Customers looking to make Christmas purchases, including those seeking closing-down bargains from Myer’s soon-to-close Hornsby store, were instead asked to provide their names and contact details with their goods, which were held for collection once system access was restored.
It is understood the outage lasted for several hours.
In a post to its 418,000 Instagram followers, Myer acknowledged the season in apologising to affected customers, with a simple branded image stating, “We made your naughty list on Saturday and we’re sorry”.
“To our valued customers all over Australia, we apologise. On Saturday, an unforeseen technical glitch shut down our registers for a few hours. We understand this was a huge inconvenience, at one of the busiest times of year for you,” the retailer said in a comment on the post.
“Everything is up and running now and we will be keeping our stores open later across the next week to make things easier for you in the lead-up to Christmas.”
Myer would not disclose the source of the problem, but it said via a spokesperson on Monday that it had been resolved: “We had a technical issue on Saturday which affected registers at our stores. This issue has been rectified and registers are now working as per normal. We apologise to customers for inconvenience caused during this time and can advise that stores are trading as per normal today.”
While not everyone on social media was positive about the incident, many Instagram users praised the retailer’s approach in acknowledging the problem, with the post generating 1,487 likes (as of midday on Monday) and a number of positive comments.
“What a great apology. Well done,” lombardo.suzanne commented.
“This the way to apologise. Well done. Great apology,” added tonijane1987.
Others praised Myer’s employees for their handling of the situation during the system outage.
“Well done to your staff who I found to be very patient and apologetic. Had no problems whatsoever with the issue, a little bit of a wait but, hey, first-world problems,” lindacathrineharrup posted.
“The staff were incredible at the city store Rundle Mall Adelaide, they managed to set up a register in the centre mall and people were lined up patiently,” another Instragram user, michelle_lisa_chaplin, agreed.
“I feel bushfires, volcano tragedy, and people doing it tough in general gave us all some reflection time and placing things in perspective nothing like waiting in a queue and striking up a conversation with a stranger — isn’t that what this time of the year is about — connection?”
Adam Zuchetti is the editor of My Business, and has steered the publication’s editorial direction since early 2016.