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)

It's such a shame. They have just published fantastic results for the last financial year (before the cyber attack).

The company was really turning around after years in the doldrums.

https://www.bbc.co.uk/news/articles/c93llkg4n51o

Yep - doesn't look good does it?

Such a shame for everyone involved. Sincerely hope they survive this as a company.
At least the poor staff answering all the enquirers on Twitter etc about when online orders will be back have more of a definite answer instead of ‘we are working hard to get them back as soon as possible’.
Im trying to spend my money in store - food stock seems pretty ok in my local store but the clothes just have a few sizes in each item and never the smaller sizes.

Crikey! July! They will have missed such vital selling windows. August is when Autumn stuff starts to come in. They’re going to have so much summer stuff just stockpiling. I wonder what they’ll do from a sustainability point of view? I hope they don’t destroy it…I.e burn it…
I feel so sad for all the people who are affected by this such as the designers who don’t get to see their creations ever being bought now, the staff who are working their best to answer questions that they don’t have the answers to and the IT people working throughout the night. There again they can’t have had that a good a system to have let it happen and for it to go on this long? Or am I wrong? So sad.

I really don’t think they will survive this.
Or, if they do, the company will have to change completely - huge job losses, store closures etc. Before it all goes down the pan anyway.

Yes, they were already going through shrinkflation and hoping that customers wouldn’t notice. I heard from a buyer that Covid affected their cotton factories so bad and that’s why their underwear just isn’t the same anymore. TMI but the crotch area on their knickers is so narrow now that it’s just so uncomfortable and unbearable to wear. Using less cotton per item is a cost saving thing. They’d also been introducing a lot of polyester over the last few years despite having that Plan B CSR initiative a decade ago. They sure do love a bit of plastic…
Yes, it’s sad for them, but it will be us customers who have to bear the brunt of what those losses mean in reality: Shareholders will want their profit. So I’d expect a lot of cost cutting measures for years to come

@sellotape12 I thought it was just me that had that problem with M&S knickers - obviously it's not something I really discuss in real life! Sainsbury's were even worse but at least the price reflected the lack of fabric!

The we all need to find a new, comfy knicker brand! @PinkSparklyPussyCat

I changed to Stripe and Stare. The quality isn't great for the price but they fit really well and are very comfortable and I love the different patterns.

Hi not read all the thread yet, so not sure if anyone has replied on this. But Morrison’s did a monumental amount of work in 10 days to get their warehouses running. Their hack was ‘just’ the warehouse IT system. M&S attack is the warehouse and about 3 or 4 other ones that run the company. I’d say this is an unprecedented scale of cyber attack in the uk.

Oh gawd, no.
Where next?! 😭
When I was pregnant my midwife told me to buy big pants ready for after my section I was like oh Caroline I have been on that for years.

Surely they wouldn’t burn stock? Better to pile stores up with it at a reduced price and have a massive sale once everything is ‘fixed’. They do this anyway in late July/August and it’s when I get really summer bargains to wear remainder of the summer or save for following spring/summer. Bought Linen blend trousers that are normally £27.50 for £8 at end of last summer. Liked them so much I wanted to buy more this year at full price - put a big online order in April …..and the rest is history!
I’m still not sure why they can’t fill the stores up with the stock that they have at warehouse. My big city Centre store always seems busy with customers but the stock seems to be very low on the shop floor and always very limited choice of sizes ( speaking of Womens clothing dept mostly) .
Sidenote re underwear chat - the ‘Lycra and lace’ full briefs are brilliant, generous cut and have 100% cotton gusset ( rest of brief is 70% cotton) .

Just adding to this thread to say that I was sent 2 emails from M&S, one apologizing for canceling my order in April and saying they were going to send me an e-gift card , followed by another with the actually e-gift card. It looks very genuine, but can anyone else confirm if they have been sent one?
plan on sending a DM to M&S Twitter to ask too.

Just to add to above if anyone gets similar, you can check by going on your M&S account ( via website not by clicking on email). Then go to gift card section, where it says check amount on gift card, it will ask for long no on gift card plus PIN number of gift card ( these are both on the email under the barcode). When I typed these in, it came up with the value, which showed its genuine. Nice gesture from M&S

Interesting.

How much was your initial order for and how much was the gift card amount?

I got an e voucher way back at the beginning for failure to deliver flowers so I'd say it's genuine.

I've just received the email apologising for cancelling my order in April and telling me to keep an eye on my inbox for a voucher. I can't really remember what I'd ordered, so I have no expectation of the amount the voucher will be for.

Me too. My order was for just over £250...

And I got a £10 gift card.

I got a £10 gift card. It is genuine. I uploaded it to my Apple wallet whilst on the M&S app.

Has anyone who has a delivery pass received compensation. Obviously I wasn’t able to order and even now online items are limited and delivery is slow so I’m not getting the product I’ve paid for. They don’t seem to be offering compensations.

We're waiting to find out about all the vouchers from our M&S credit card that we've not been able to use. We queried early on and we're told that they would be reissued.

I want to know this too. Wasn't able to use the pass for about 2 months, was hoping we'd either get an extension to the delivery pass or a refund on the months we were not able to use it.

I’ve had an E gift card of £10 too. My order was only for one photo frame value £15.
Fair play to M&S.

I have just received my hot drinks vouchers and my £25 voucher that you get with the M&S rewards credit card, I notice the £25 voucher looks like in store only this time, usually it's in store and online, I spent my last one on online beauty stuff. I was a bit concerned these vouchers wouldn't arrive