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)

Don’t tend to believe anything from newspapers but this is from Reuters news agency which is far more credible imo.
It talks about insurance which a few of us were questioning the other day. Seems like they will be covered by cyber insurance but only for a limited period
“It has not said when online ordering will resume, while the availability of some food products has also been affected. It has also not disclosed the financial impact.
Analysts at Deutsche Bank estimate a profit hit of about 30 million pounds ($40 million) so far and the run rate at about 15 million pounds a week, given the knock-on effect on food.
They said cyber insurance would likely cover most of the 30 million pounds but that cover is generally for a limited amount of time.
"The biggest costs from a cyber attack is usually the cost of lost business and, if sensitive consumer data is compromised, any fines and loss of reputation," they said.
Other expenses include immediate remediation with external cyber security and IT technology partners and future-proofing the business.
The disruption could last for weeks.”

Trying to buy some M&S sandals in size 3.5. None in store so went online to order but obviously they're not taking orders at the moment. Trekked into town to ask if the store could get them in for me but they can't. They also can't tell me if any other stores have them, or when they will next have them in. They have every other size and I can see my size on the website. So basically these sandals exist but there's no way to get them and I need them for next week. Obviously I understand that they are dealing with a cyber attack but I just wanted to have a moan.

Yes must be so frustrating

i wonder when their online orders will be up and running again

they must be losing a lot of money.

i did go to the store to look for clothes for Dgc but wasn’t impressed with the choice or sizes available so bought from other places

Apparently they are losing £3million a day

When they’re back up and running I assume they’ll have a massive amount of stock to sell plus all the autumn stuff will start to arrive too. In another month lots of people will be going on their summer holidays. 6 weeks until the Scottish school holidays. Potential here to miss selling all of their summer clothing online.

I was wondering about this. If they’ve got any sense then they’ll direct what they have to stores and I don’t imagine that they’ll order anymore. I assume that they re-order according to demand as popular items tend to get re-stocked. It will impact the garment workers and factories though.

I really need to order some school uniform, along with other clothing and bits for the kids.

M&S is always my go-to and the only place that currently seems to have everything in stock in the sizes/colours that I need. It is very frustrating that I can't order anything, and no indication of when this will be possible again.

All very well and good them saying "our stores are still open" but I know if I drive 40 mins to my local store they're unlikely to actually have everything I need in stock in one place.

Really makes you realise how convenient online ordering is when it's suddenly unavailable. How much money must they have lost too?!

I bet Next have seen a huge increase in their sales.

So it seems as though data was stolen.

www.bbc.co.uk/news/articles/c62v34zv828o

Just read that some customer details were stolen during cyber attack and customers will be prompted to reset passwords .
As the details stolen are things like contact details, date of birth etc, they are warning to be wary of anyone contacting you claiming to be from M&S.

Also, this is the time of year or earlier, when they will be ordering all their Christmas stock, wonder how that has been affected .

Apologies if this is a repost
www.reuters.com/business/retail-consumer/ms-co-op-cyberattackers-duped-it-help-desks-into-resetting-passwords-says-report-2025-05-06/

Just had email from M&S saying information has been taken during cyber attack and to be careful giving out any information to anyone claiming to be from M&S.
Not really sure what else they can do. They are stressing that card details haven’t been compromised

I wonder when it'll be back online. It's insane how damaging it is now to their profits and future. They're going to be desperately doing sales of all the Summer stuff they haven't been able to flog. Anecdotally, had lots of stuff in my basket but had to dump and go elsewhere (e.g. kids stuff, tend to need quickly!)
Sad for them.

Me too. Noticed also, that my online basket that I’ve been adding to (to check out when everything starts working again) has recently been deleted and I’m prompted to sign in and choose a new password. Obviously this is good from a safety point of view but deletes everything I’ve had my eye on buying over last few weeks and can’t remember some of them!
when my initial order was cancelled at the start of all this, I managed to find some of the things in store but there seems to be very limited stock in my local ( large city Centre branch). I could literally tell you exactly how many pairs of linen trousers are in my local store and which sizes, because they have stayed the same over the last few weeks - no new stock. Went in for 4th or 5th time this morning, exactly same stock, so ended up going to H&M and buying 3 very similar pairs from there. Again, only anecdotal but it all adds up!
Really sad for them as a business and hope they survive this

Hoping they start the online ordering soon

Well in light of no online orders still... I tried the store today. Could only get a small handful of the bits I needed. They had a single school skirt in my daughter's size. 🙄

In fairness, that could have easily happened before all of this. They never seem to have any sizes people actually want.

Everything I needed is in stock online though, but I can't order it.

I don’t understand why they haven’t sent all of their online stock to stores. Unless they’ve already done that and simply haven’t ordered anymore stock 🤔

In M&S at the moment and stock is limited . Apparently M&S struggling to check what stock they have so online shopping will be impacted. I couldn’t get the item I wanted . That said I got some great yellow sticker items for my barbecue . Love M&S food but sometimes it’s just too expensive

I went to my local store yesterday and a lot of the clothes racks were rammed, still not many longer length trousers but a good choice of sizes

I assume as their online systems were hacked and are currently being rebuilt they are unable to order stock.

No prospect of online ordering anytime soon:

M&S chief Stuart Machin faces £1m pay cut after cyberattack

www.thetimes.com/article/bb822145-4634-4e24-837f-0d2b8588c7c2?shareToken=fba7425e4fbdf737b87dcf4ba80a3c77

BBC are reporting this morning it will be disrupted into July