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)

I placed an order on Tuesday for new school shoes and popped in today to get some food so I thought I'd check if my order was in, despite not having recieved an email yet.

Must admit it was the first I'd heard about it all. Sounds like it's going to take a good while for things to get back to normal.

Apparently - according to the lady I spoke to instore - all customers should have been sent an email but she didn't seem to know what the email said. I've heard nothing. Hoping for an email to at least confirm that I'll hear about my order as and when on-line services resume?

No, but it is worrying. I keep checking my bank a/c

All this calls into question M&S IT structure for me. They recently had a hack on this pensions website (I'm an ex employee) that's took them ages to sort out and inform about. This just makes me wonder what's going on there and how careful they are with data. Which is a shame as I love them as a shop but it just doesn't fill you with confidence.

Russia messing with the UK.

I didn’t get an email. Just happened to be checkin my M&S account and wondering why my order hadn’t yet been dispatched when I saw the statement on website

I believe no issue with personal data just everything else. My dp works there most customers have been lovely and understanding some areseholes as usual shputing and abusing him. But I think he has had enough now.

I was in their coffee shop today, there’s was a massive big queue, member of staff walking up the line saying they were having IT issues hence the queue 🤔

@user1471427667 pic attached (once it is approved).

So sorry your dp has had to put up with that . No excuse for that behavior. As if it’s the shop floor staffs fault anyway!!
The whole thing seems to have been handled badly from the top. If they knew about incident on Tuesday, then stop people placing orders asap, not wait until 3 days later to do it.
im not sure I believe them that there is no issue with personal data. I guess we will find out soon enough.

I didn't know. Was just there. Got a mysterious 10% off my shop!

ok, so the CEO is sending those emails but still excepting online orders the following day with no warning online about the issues until today

Lol, well glad there was a good result for you at least !

Plenty of other bad actors besides Russia.

According to the 6pm news on R4 it looks as though it's a ransomware attack. If you receive any email purporting to be from M&S asking you to click on any link to reset your login details DO NOT do this. This kind of secondary attack is apparently very common.

We’re lucky it’s only M&S right now as it could be any retailer suffering a cyber attack. It scares me what will happen when we’re eventually a cashless society!

True but we've had all sorts of businesses interfered with.
Banks
Supermarket's
Payment systems
NHS etc.
I think it's Russia probing different possibilities to cause mayhem at a later date.

Our local M and S were having trouble last Saturday and would only accept chip and pin or cash. It was still the same on Monday but they said it was because of the Easter weekend and no one being in the offices to fix the problem. It seems to be taking a long time to sort out.

Thank you, good to be aware of

for this and other reasons, I’m against going towards a totally cashless society

I went into store on Monday and they were only taking cash or card, not contactless or phone payments. So I placed an order online when I got home that day. It went through fine, was delivered on Thursday.

I spent £20 in store using chip & pin on Wednesday and it’s still not showing on my bank account. Sounds like a log jam in the system

Scan as you shop was off today so I did mine the ‘old’ way and scanned it on my phone. Got to the checkout and it didn’t transfer then it all disappeared from the basket so I had to scan everything again. Not a huge problem and payment worked contactless but a pita scanning it all twice

My online order went through on Wednesday and money debited from my account immediately. Now waiting for either delayed order arriving in store or getting a refund at some point, plus still waiting for a delayed refund from last week

It could equally be a China or Iran based attack, or just a group of hackers trying to cause chaos. I just don’t believe that Russia is responsible for all the ills of the world.

@unsync thanks for sharing the email.

I wonder why some customers got emails and not others? (Particularly customers like myself and the OP who have click and collect orders stuck in the system?)