Marks & Spencer stores are facing significant challenges with empty food shelves due to an ongoing cyber attack affecting the retailer’s operations. Online orders have been halted on the company’s website and app since Friday, with issues also reported with contactless pay and Click & Collect services over the Easter weekend. While the extent of the empty shelves is not fully known, the retailer has acknowledged there are “pockets of limited availability in some stores.” Fortunately, food availability is expected to return to normal by the end of the week.
In addition to managing the impact on its stores, Marks & Spencer is also dealing with disruptions to a small portion of products supplied to Ocado, which handles M&S online orders and is partially owned by the retailer. Despite resolving problems with contactless pay, Click & Collect, and gift cards, customers are still unable to place online orders. The firm’s online platforms account for about one-third of its clothing and household goods sales in the UK, totaling approximately £1.2 billion according to recent financial reports. Although the company’s share price experienced a slight uptick on Tuesday, it has fallen by 4.6% over the last five days, particularly plummeting on Friday following the announcement of halting online orders.
The cyber attack’s ramifications will inevitably impact Marks & Spencer’s profits, as analysts predict that many customers may opt to shop elsewhere during this period of disruption. The precise nature of the cyber attack has not been disclosed by the company, but a spokesperson mentioned proactive measures were taken to temporarily shut down certain systems. Despite facing challenging circumstances, former M&S executive committee member Nayna McIntosh expressed empathy for the retailer’s position, emphasizing the tough conversations likely occurring at M&S headquarters. McIntosh compared the decision to halt online orders to “cutting off one of your limbs,” underscoring the brand’s popularity and the importance of transparency for maintaining customer loyalty.
This cyber attack adds Marks & Spencer to a growing list of companies grappling with online system disruptions in recent times. Morrisons encountered issues with its Christmas orders in 2024, while major banks like Barclays and Lloyds experienced outages earlier in 2025. As retailers navigate a challenging landscape of cybersecurity threats, ensuring the resilience of online operations remains a critical priority to safeguard customer trust and maintain business continuity
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