Belk customers upset over online order disruptions from computer system ‘shutdown’

For several days, the Belk department store chain has been dealing with the aftermath of computer system problems at all of its stores that began last week. That also prompted a number of customers to complain about the issue on social media.

System problems started Friday afternoon, a Belk customer service representative at SouthPark mall told The Charlotte Observer Wednesday.

“We did have a system shutdown that happened to all Belk stores,” the store representative said. “But we do have some registers working to do refunds, returns, make card payments and cash payments.”

The iconic Charlotte-based department store chain has nearly 300 stores in 16 Southeast states.

Belk has not publicly shared information about the system problems. Company officials did not respond to repeated requests for comment from The Charlotte Observer.

“We’re still down for online order returns, in-store pickup, and online returns are still impacted,” the Belk SouthPark store representative said, adding that the company is working to fix the problem but does not have an estimated time for resolution.

“I’m getting frustrated with Belk’s ongoing system issues. Four days without being able to make returns is unacceptable,” Amanda Kellis said Wednesday on Belk’s Facebook page.

What Belk customers are saying

Customers started voicing their frustrations on Belk’s Facebook page on Monday:

“Nothing but cash sales. They lost many sales that close to Mother’s Day,” Julie Kay Bell said Monday.

“I’m confused why Belk is still sending out emails of sales going on and ‘great buys’ but the system is down. I would much rather get an update on the progress of fixing the issue,” Kelly Rie said Tuesday.

By Wednesday, issues still hadn’t been resolved at some stores. “Does anyone know if the system is back up yet for returns? It does no good to call the local store ... apparently their phones are down, too.” Chanda Langham Wade said Wednesday afternoon.

Kelly Ward replied to Wade saying, “It’s not. At least in my Huntsville, AL stores.”

Some stores appeared to be faring better by Wednesday. It appeared to be business as usual at Belk store registers at Northlake Mall on Wednesday afternoon.

It’s the latest hiccup for Belk, which last July unloaded more than $950 million in debt and gave lenders KKR and Hein Park Capital Management more controlling interests in the company. The move came just three years after emerging from bankruptcy.

KKR and Hein Park did not respond to requests for comment.

Belk bankruptcy and debts

In 2015, the Belk family sold its department store chain to private equity firm Sycamore Partners for $3 billion.

When the pandemic hit in 2020, the now 136-year-old department store was facing a $2 billion debt load and declining store sales.

Belk has 17,000 employees, including about 1,200 corporate office employees as of February 2021.

Also that month, Belk filed for and emerged from Chapter 11 bankruptcy. The bankruptcy plan was approved within 24 hours, cutting its debt load by about $450 million, the Observer previously reported.

Belk has since seen multiple leadership changes, including a lawsuit.

Lisa Harper, who had been Belk CEO since 2016 and was the company’s first CEO outside of the Belk family, was replaced in July 2021 by longtime Belk employee Nir Patel.

But after less than a year in the role, Patel left. Don Hendricks replaced him. Belk sued Patel, another former executive and GameStop Corp. over alleged “deceptive trade practices.” Belk filed a voluntary motion to dismiss the case with prejudice in 2022, and terms of the settlement were not disclosed.

Chase Jordan contributed to this report.

This story was originally published May 15, 2025 at 5:54 AM with the headline "Belk customers upset over online order disruptions from computer system ‘shutdown’."