Marks & Spencer Customers Face Delays, Missed Deliveries Amid Ongoing Cyber Incident
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Marks & Spencer has entered a second week of disruption after an undisclosed cyber-attack forced the retailer to switch off parts of its IT systems. Online clothing orders are paused, gift-card payments suspended and parcel deliveries delayed, leaving shoppers without flowers, holiday outfits or refunds. External incident-response teams are working around the clock, but the company has not said what type of attack hit or when normal service will return.
Frustrated customers tell the BBC that communication has been patchy: some learned of failed flower deliveries only after phoning customer service, while others say store staff have faced abuse when contact-less tills stopped working. Analysts warn the prolonged outage could dent trust in a brand that relies on e-commerce for roughly a third of its UK clothing and home sales. M&S shares have slipped almost 10 percent since the breach was disclosed.
Cyber-security experts say taking payment, ordering and logistics servers offline is a typical containment move while specialists hunt for intruders and verify systems are clean before rebooting. Until M&S gives the “all-clear,” investors fear lost sales during prime spring trading and possible damage to the retailer’s reputation for reliability and data security.
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