Thu, 24 Apr 2025

Thu, 24 Apr 2025 Cyber attack causes further chaos for M&S shoppers

Customers have reported problems with click and collect orders as well as card and contactless payments.
M&S customers are experiencing disruptions at checkout due to a cyber attack, with issues reported on the weekend and into this week. The company confirmed it was dealing with a "cyber incident" and had taken some systems offline as part of its "proactive management". This included stopping contactless payments and pausing click-and-collect orders in stores. However, M&S later said that contactless payments had been restored, although customers are questioning this. Some store staff were seen telling customers to use cash only when the system was down. Stores remain open, but online order deliveries may be delayed. M&S has declined to provide details on the nature of the attack, but it's hiring external cybersecurity experts to assist with investigating and managing the incident. The company has reported the incident to the National Cyber Security Centre (NCSC), which is supporting their response. Some customers are frustrated with the lack of information provided by M&S, while others are experiencing delays or difficulties in collecting their online orders. The company says that customers can still shop on its website and app, but click-and-collect orders will be processed when systems come back online. The disruption has caused confusion among customers, with some taking to social media to express their frustration. M&S has responded to some posts, advising customers to contact customer service for more information.
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