'Big' new Woolworths app so popular it couldn't cope with customer surge

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Woolworths has quietly launched what the company believes will be the "next big name in online grocery shopping", promising groceries delivered to your door in under an hour.

On Wednesday, Metro60 was launched as a way for time-poor customers to get their groceries in under 60 minutes in 11 Sydney suburbs.

However, just two days after the app was launched, one customer found it to be temporarily down.

This morning a Metro60 customer shared a screenshot with Yahoo News Australia saying the "registers" were "full".

The Metro60 system was being on Friday morning, however, Yahoo News Australia understands issues have since been resolved. Source: Supplied
The Metro60 system was being on Friday morning, however, Yahoo News Australia understands issues have since been resolved. Source: Supplied

"We've had an influx of hungry customers," the alert said.

"The wait won't be long. Sorry for the delay, we're working on the problem."

Yahoo News Australia understands the system was being updated on Friday morning.

However, everything is live and working on the Metro60 app, so customers are able to place orders if they live in an area where Metro60 is operational.

The customer said they eventually placed their order and "it was great" using the new service.

Customers are able to order groceries and household items through the app and have them delivered in under 60 minutes. Source: Woolworths
Customers are able to order groceries and household items through the app and have them delivered in under 60 minutes. Source: Woolworths

Through the Metro60 app, customers can purchase items and their orders will be fulfilled through Woolworths Metro stores.

Woolworths customers have more than 4000 products to choose from on the app and in addition to getting fresh produce, meat, dairy and health products, they will be able to snap up hot roast chickens and fresh sushi.

”Our busy customers are already familiar with the convenience a Woolworths Metro provides when they’re on the go," Woolworths Chief Transformation Officer Von Ingram said in a statement.

"And we see Metro60 as an opportunity to offer a new level of ultra-convenience and help customers save even more time.”

Metro60 orders are fulfilled through Woolworths Metro stores. Source: Getty Images
Metro60 orders are fulfilled through Woolworths Metro stores. Source: Getty Images

What is Metro60 and where did it launch?

Metro60 launched in the Sydney suburbs of Bondi, North Bondi, Bondi Beach, Vaucluse, Rose Bay, Dover Heights, Bellevue Hill, Point Piper, Darling Point, Double Bay and Bondi Junction on Wednesday,

However, a rollout is planned in additional neighbourhoods across NSW and other states in the coming months.

The service promises to have your groceries delivered to your door in under 60 minutes and there are over 4000 products customers can choose from.

"Our professors have done the maths: you'll be saving 3120 minutes a year if you're using Metro60 once a week," it boasts on the app.

"That's like 60 seasons of your favourite TV show (or half of Grey's Anatomy)."

Metro60 is currently available in 11 suburbs across Sydney, with a rollout expected in other areas and states soon. Source: Metro60
Metro60 is currently available in 11 suburbs across Sydney, with a rollout expected in other areas and states soon. Source: Metro60

How is Metro60 delivered?

Groceries can be ordered and paid for through the Metro60 app, however, they are delivered through Uber.

Customers will be able to track their order's progress on the app.

Woolworths did warn deliveries through Metro60 might be delayed due to traffic or other unforeseen circumstances.

On Friday, just days after Metro60's launch, Milkrun, a rival grocery delivery service that promises groceries to your door in just minutes sent an email to customers apologising for any delay in deliveries.

"Recently, however, there have been a number of factors which have, at times, led to an unacceptable decline in our delivery experience in busy periods," the email from Milkrun Founder and CEO, Dany Milham said.

"These included ongoing Covid cases affecting the availability of riders and hub staff, record rainfall in Sydney, and the challenges involved with scaling a fully employed workforce faster than anyone has ever tried before."

In August last year, Woolworths partnered with Uber Eats to deliver groceries through the Uber Eats app.

The partnership came about amid demand for home delivery during the pandemic when people were confined to their homes and were trying to limit their outings.

All Metro60 customers will be able to get free delivery on their first three orders until December 31 this year.

After that, it's a $5 flat delivery charge with a minimum spend of $20.

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