Sun, 27 Apr 2025

Sun, 27 Apr 2025 M&S online disruption a 'bruise' to reputation, analyst says

Online orders have been paused on the retail giant's website and app since Friday.
A cyber attack has disrupted Marks & Spencer's online operations, causing problems with contactless payments and gift cards. The retailer has paused taking orders on its website and apps since Friday as it works to restore services. Analysts say M&S faces a "bruise" to its reputation if the issue is not resolved quickly, with shoppers likely to turn to rival brands for summer clothes. About one-third of M&S's UK clothing and household goods sales come from online operations. The retailer has apologized for the inconvenience and promised refunds for orders placed on Friday. However, analysts warn that missing out on online sales at a critical time, as people prepare for warmer weather, could be damaging to M&S's business. M&S had been seeking to expand its online operations, with nearly £1.3 billion of sales coming from online last year. The company has reported the incident to the National Cyber Security Centre and is working with law enforcement agencies to resolve the issue. The disruption comes at a sensitive time for M&S, which was expecting an increase in online sales as shoppers refresh their wardrobes and homes. Analysts say that while customers may be forgiving of such incidents, they expect quick resolution and may turn to rival retailers if services are not restored promptly.
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