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Liv McMahon, a technology reporter, reported that Marks and Spencer (M&S) has been grappling with a “cyber incident” impacting its services recently. The UK retailer disclosed that its Click and Collect service has been affected by technical difficulties, as well as its ability to process contactless payments, resulting in numerous customers expressing their frustrations on social media about the delays. In a note to customers on Tuesday, M&S chief executive Stuart Machin extended an apology for the inconvenience caused.
Machin further explained that the company had implemented temporary and minor modifications to store operations in order to safeguard both the customers and the business. He reassured customers that there was no immediate action required on their part and pledged to keep them informed should the situation evolve. The notice mentioned that M&S was diligently working to address some slight delays in fulfilling Click and Collect orders, following complaints from shoppers over the weekend regarding difficulties, such as the inability to use gift cards or vouchers for purchases.
Amid the challenges faced by M&S, one individual criticized the situation as a “total failure for customers,” suggesting that a simple notification to save customers a trip would have sufficed. Meanwhile, another customer recounted their experience of being unable to make a purchase using a gift card at an M&S outlet in Liverpool. The retail giant continues to navigate through the cyber incident, striving to restore normalcy to its services and address the concerns raised by its clientele
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