Cyber Attack Disrupts Shoppers at M&S!

M&S customers are experiencing significant frustration at the checkout as the retailer grapples with the aftermath of a cyber attack. Over the weekend, shoppers began to voice their concerns, prompting the company to confirm on Tuesday that it was addressing a “cyber incident.”

By Wednesday, M&S informed the BBC that customer-facing systems were largely back to normal. Nevertheless, the retailer has acknowledged that it had to take certain systems offline as part of its strategy for “proactive management of the incident.”

The company announced it halted contactless payment processing, paused click and collect services, and warned of potential delays for online deliveries. Although contactless payments have reportedly been restored, many customers remain skeptical.

Witnesses at Euston station in London observed staff announcing a cash-only policy due to the down payment systems, while disruptions were noted in Glasgow, and a store in Edinburgh Haymarket closed earlier than usual.

Despite stores remaining open and assurances that customers can shop through M&S’s website and app, confusion has spread across social media platforms. M&S has responded to numerous inquiries on X (formerly Twitter), clarifying that contactless payments are now being accepted in-store. However, this claim has been contradicted by some customers, who report that only chip-and-pin or cash transactions are functioning.

Furthermore, M&S cautioned click and collect customers against traveling to stores prematurely, advising them to wait for a “Ready to Collect” email. However, some have encountered issues retrieving their items even after receiving this notification.

The nature of the cyber attack has not been detailed, but going offline often indicates a response to a ransomware incident. M&S has enlisted the help of “external cyber security experts” to investigate the situation and has informed the National Cyber Security Centre, which is collaborating with them.