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Technology reporters Tom Gerken & Graham Fraser report that Marks & Spencer (M&S) has ceased taking online orders due to a cyber attack that the company is currently grappling with. The retailer acknowledged the cyber incident on Tuesday after customers began experiencing issues over the weekend. As a result, M&S has decided to halt all orders on its website and apps, including food deliveries and clothing orders, promising to refund orders made by customers on Friday. Following the announcement, the company’s shares dipped by 5% before rebounding.
In a public message posted on X, M&S expressed remorse for the inconvenience caused by the cyber attack and assured customers that their dedicated team, assisted by cyber experts, is diligently working towards restoring online and app shopping capabilities. Despite the online ordering challenges, M&S emphasized that its physical stores remain open for customers. Additionally, the retailer is facing ongoing issues related to contactless payments, Click & Collect, and gift card payments.
The disruption caused by the cyber attack has led to criticisms of M&S’s communication with customers, especially regarding the handling of gift cards and other forms of payment. Concerns remain about the impact of the cyber incident on existing purchases, orders, and returns. However, online grocer Ocado, which sells M&S food on its platform, remains unaffected as it operates on a separate system. Experts suggest that the cyber attack could have a significant financial impact on M&S, given that a substantial portion of the store’s sales occur online.
In the wake of this cyber attack, speculation abounds about its origins and the implications for M&S. Cyber security experts warn about the cascading impact such attacks can have on revenue streams and the operational disruptions they can cause. M&S is just the latest in a string of major brands to face significant disruptions to their online services, with similar incidents affecting Morrisons, Barclays, and Lloyds in recent months. As investigations and recovery efforts continue, customers express frustration over the uncertainties surrounding their online shopping experiences with M&S
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