Marks & Spencer has suspended all online orders following a widespread cyberattack that disrupted its digital operations across the UK. The incident, initially flagged by customers over the weekend, was confirmed by the retailer on Tuesday and has persisted into Saturday, impacting its website and mobile apps.
M&S Acknowledges Cyberattack Impact and Initiates Resolution Efforts
Marks & Spencer has apologised to customers for the ongoing disruption caused by the cyberattack on their social media account on X, stating, “We are truly sorry for this inconvenience. Our experienced team – supported by leading cyber experts – is working extremely hard to restart online and app shopping. We are incredibly grateful to our customers, colleagues and partners for their understanding and support.” The retailer has refunded orders placed on Friday and reassured customers that its physical stores are still operational.
Initial Disruptions Highlight Vulnerabilities in Digital Systems
Issues first surfaced last weekend as customers reported problems with contactless payments, Click & Collect services, and gift card usage.
Marks & Spencer confirmed it was experiencing a “cyber incident” affecting multiple areas of its operations by Tuesday. Online ordering, initially disrupted, was later fully paused across food and clothing. The retailer assured customers that pre-arranged collections would be held in-store. “We’re holding all parcels in store until further notice, so there’s no risk of it being sent back,” the company wrote on X.
Gift cards remain non-functional, with M&S stating, “Gift cards, e-gift cards and credit receipts can’t currently be used as a payment method in store or online.” Frustration has grown among some customers, with one stating, “After being told yesterday in the evening the problem with gift cards was sorted, went in store today and was sent away again.”
They added this was the fourth day they had attempted to use their card. Meanwhile, other customers commended staff for maintaining professionalism amid the disruption.
Financial Impact and Long-Term Business Risks
The cyberattack triggered an immediate 5% drop in Marks & Spencer’s share price, highlighting investor concern before a partial rebound. Industry experts warned of longer-term risks to both revenue and operations. “The cascading impact these attacks can have on revenue streams” was emphasised by Nathaniel Jones of Darktrace, who also remarked on the threat to retail continuity across sales channels.
William Wright of Closed Door Security cited online sales as a major exposure point: “Data shows almost a quarter of the store’s sales happen online, so no matter how long this pause is put in place, it will hurt M&S financially.”
Collaboration with Regulatory Authorities
Marks & Spencer reported the breach to the Information Commissioner’s Office, the National Cyber Security Centre, and the National Crime Agency. A spokesperson for the Information Commissioner’s Office said the company was “assessing the information provided” after alerting relevant bodies.
The retailer called the suspension of online activity part of its “proactive management” of the situation in its Friday statement to investors. “The M&S team – supported by leading experts – is working extremely hard to restore online operations,” the statement added.
The attack comes amid a wave of cyber incidents affecting UK retail and finance, including recent issues at Barclays, Lloyds, and Morrisons.
Conclusion
Marks & Spencer (M&S) continues to work on restoring its online services after a major cyberattack left customers grappling with disrupted purchases, returns, and gift card issues.
While in-store shopping remains unaffected, the incident highlights the deep vulnerabilities that digital systems can expose, even for established retailers. M&S is working tirelessly with cybersecurity experts to restore operations and regain consumer trust.