M&S ‘cyber Incident’

[user1471427667]

Hi,
not sure what is going with M&S. Firstly, last week they were wrongly advertising 15% off everything but when you got to checkout it didn’t go through and just called it a ‘glitch’. Then, I went into store on Monday and while queuing at checkout I heard the cashier explain that all their tills were offline and they were unable to honour any sparks online offers. As I had a 20% off voucher for some trousers, I decided to wait and order them online instead, thinking it was just a problem with my local store.
I placed an order online on Wednesday for 3 items, my money was debited from my card as usual and I was sent an email with order details saying my items would be ready to collect in storeon Saturday - all good.
As I’m checking my order this morning, I see the items haven’t even been despatched yet. Then this afternoon, I see the following message on the website ( I was unaware of this and wonder why, if they knew this on Tuesday, did they take my money for my order on Wednesday?)
I also realise, I cancelled another order last week and I’ve yet to receive a refund ( usually get them within 48hrs)

They’ve had a major cyber attack, and their systems are scrambled I believe - they will unpick it all eventually.

I noticed I had no Sparks offers the other day and when I went in to do my usual shop the lady on the door said it was cash or chip and pin only - no contactless payments. Surprised it hasn’t been headline news to be honest.

It is! It’s been widely reported, and is on the bbc app home page.

It's a major news story now. Has been in all the headline stories today.

Thanks popquorn, I hadn’t heard anything about this until I checked my order this afternoon. Wonder why they still accepted my order and money on Wednesday when the notice says they knew about the problem on Tuesday. Plus, wonder what the connection is to the ‘glitch’ last week where the website was showing 15% off everything ( wrongly) My order, together with the refund I’m due from last week means I’m about £200 down .

Haven’t seen news today, but wouldn’t have helped me anyway as I placed my order on Wednesday with no warnings online despite their notice today saying they knew about incident on Tuesday

I ordered items for home delivery on Monday and they came within two days so it is just the delivery to store that seems to be affected.

Yes, that was said in my local store on Monday, I think it was. So that’s what made me do online order on Wednesday

I trekked right across town for a refund yesterday only to be told they couldn’t issue any refunds because of the situation - not their fault but a bit annoying.

I got an email from the Chief Exec about it a few days ago.

Ah, really? That’s annoying. Nearly opted for home delivery as the order qualified for free home delivery but then decided to collect from store instead

I placed an order online this morning, and the delivery's been pushed back a week already. And I couldn't use a gift card in store earlier in the week.

It's been in the news all week to be fair to them, and I suppose I was pushing my luck placing an order today expecting to get it in a couple of days.

Very annoying! Funny how they can take money for orders easily enough though ( even after they know there is a problem )

They aren’t taking online orders anymore and are issuing refunds. Not sure I’ll shop with them again if this is how poor their cybersecurity is!

Ooh, did you? What did it say? Interesting that the chief Exec is emailing people while the company is still excepting online orders ( I placed my order on Wednesday afternoon)

Has it been in the news all week? First I’ve heard about it is today.

I had an order that arrived at the store, but in between them sending me an email to say it was ready to collect, and me going to the store the cyber attack happened. When I first went to collect they told me I couldn't because their systems were down, but then when I tried again today they were giving people their Click and Collect orders and taking the order numbers down manually so they could record the orders as collected once the systems were working again. I was grateful as I needed the items. But I don't know if this is a procedure that'll be in place across all their stores?

I want to order something. Do you think it is better to wait a while till next week perhaps. I have an offer I want to use

well, yes they aren’t taking online orders ( only since today though) and also, no refund in sight so far, either for last weeks order or my Wednesday order which still says ‘waiting to be despatched’

I've just been in to a big M&S, the poor staff looked like they’d really had enough but they were trying very hard, lots of Managers around and people greeting you at the door saying what was going on. No gift vouchers to be redeemed or Sparks offers at ours but contactless was working, not sure if you could collect any orders.

https://www.bbc.co.uk/news/articles/cdxnkg7rln2o

M&S have stopped taking online ideas and are issuing refunds after cyber attack.

Definitely wait. As you can see from the notice they sent today (in my OP) they have stopped taking online orders until this is sorted

Wondering about our credit card details. ? Has anything been said about this ?

Definitely feel for the staff, not their fault. Think online orders should have been stopped sooner though if, as their notice states, they knew about this attack on Tuesday. Not sure if I should contact them ( I bet phone lines are jammed) and ask for My order to be cancelled as it’s just in limbo at the moment. Would be nice to get the items but not sure I trust their systems anymore. Plus still waiting for my refund from last week which makes me think this problem has been going on longer than they are saying. ( also the ‘glitch’ last Friday when all their clothes were individually marked as having 15% off online, but this wasn’t honored at checkout)

Have the credit cards been hacked ?