M&S Faces Click and Collect Disruptions Amidst Cybersecurity Incident

Marks & Spencer (M&S) is currently grappling with a significant operational challenge stemming from a “cyber incident” that has impacted several of its key services. Over the past few days, customers have reported widespread disruptions to the retailer’s popular Click and Collect ordering system, alongside difficulties in processing contactless payments within stores. Social media platforms are flooded with customer complaints detailing extended delays and frustrating experiences.

M&S CEO Stuart Machin issued a public apology on Tuesday, acknowledging the issues and explaining that temporary operational adjustments were implemented “to protect you and our business.” He emphasized that customers do not need to take any immediate action and assured them of ongoing efforts to resolve the situation. The company is actively working to mitigate ‘limited’ delays associated with Click and Collect orders, which are now experiencing longer processing times than usual.

The disruption extends beyond simply delayed pickups; shoppers have also reported being unable to utilize gift cards or promotional vouchers during in-store purchases. Several individuals have expressed their dissatisfaction online, describing the situation as a “total failure for customers” and highlighting the lack of proactive communication from M&S regarding the issues. One customer on X (formerly Twitter) suggested that a simple notification would have been sufficient to manage expectations and avoid unnecessary store visits. Another reported specifically being unable to use a gift card at an M&S location in Liverpool.

The incident underscores the vulnerabilities inherent in modern retail operations, particularly those relying heavily on digital services. While M&S is working diligently to restore full functionality, the situation highlights the importance of robust cybersecurity measures and effective customer communication during times of disruption.