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Original poster

M&S ‘cyber Incident’

319 replies

user1471427667 · 25/04/2025 17:25

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)

M&S ‘cyber Incident’
OP posts:
Thread gallery
12
Original poster
user1471427667 · 26/04/2025 10:49

lavenderlou · 26/04/2025 08:55

I ordered some school shoes for my daughter on Tuesday as hers got damaged and chose M&S because we have a store locally where I can pick them up, usually the next day. I was a bit surprised that they didn't have any collection slots available until the weekend. Then I had to go into store on Wednesday to pick up a couple of food bits. Their contact less system wasn't working (felt sorry for the guy whose job was to stand at the door and inform every single customer who walked in) but you could still pay by inserting your card.

My shoe order is now showing unavailable for collection for another week so will have to cancel and go elsewhere.

Yes, when I placed my order on Wednesday, there are usually collection spots for the following day but this time, the earliest was Saturday. This sometimes happens when they have a big sale but thought it unusual this time.
Still no communication from M&S about my order due to collect today.

OP posts:
PiggyPokkyFool · 26/04/2025 12:40

Theunamedcat · 26/04/2025 05:38

Honestly the staff know as much as you right now sorry

Show quote history

Thanks @Theunamedcat

And no reply from their online 'helpline'

PickAChew · 26/04/2025 13:39

Kamek · 26/04/2025 09:25

Does anyone know why only some of their customers had an email from them about this? I haven't had any contact from them like some other posters have

Given the wording I think I got mine because I shopped in the store while there were problems. I was able to scan my sparks card so that probably triggered my email. DH didn't get the email.

Interested in this thread?

Then you might like threads about this subject:

General shopping
Cantonet · 26/04/2025 13:48

I placed two orders last Tuesday after trying on some sizes in-store. I've heard nothing from M&S & I haven't had any updates on why these items haven't been dispatched yet. I have been reading their pr on what's going on & found out today that online orders are halted. So why take payment from me immediately last Tuesday?
And why haven't I had any direct communication from M&S? It's very poor & is being extremely badly handled. I do feel for the staff not knowing whether they're coming or going.

Original poster
user1471427667 · 26/04/2025 13:54

Cantonet · 26/04/2025 13:48

I placed two orders last Tuesday after trying on some sizes in-store. I've heard nothing from M&S & I haven't had any updates on why these items haven't been dispatched yet. I have been reading their pr on what's going on & found out today that online orders are halted. So why take payment from me immediately last Tuesday?
And why haven't I had any direct communication from M&S? It's very poor & is being extremely badly handled. I do feel for the staff not knowing whether they're coming or going.

Totally how I feel too Cantonet. They took my money for my order on Wednesday and I’ve had no email or communication of any kind from them since. My order was due in store today, but obviously it isn’t going to be there, but yet no email or anything.
I guess it will be up to us as customers to chase up these orders and refunds etc, by trying to call and waiting ages to speak to someone. I can’t face it right now.

OP posts:
StrikeForever · 26/04/2025 14:02

Online orders were only suspended yesterday.

Original poster
user1471427667 · 26/04/2025 14:42

StrikeForever · 26/04/2025 14:02

Online orders were only suspended yesterday.

Yes. They did see know there was a significant problem before that though - hence some people gettting emails from the CEO about the attack earlier in the week. I order for collection in store at least a few times every month and could see that my order wasn’t following the usual patttern . It usually says ‘waiting to despatch’ as soon as I place order. Then within about 12 hour it usually changes to ‘on its way to store’ Then another 12 or so hours later it’s usually’ready to collect’. By Friday my order was still showing ‘ waiting to despatch’ so it seemed odd. In the afternoon, M&S put a notice on their site saying they had paused all online orders.

OP posts:
JustGotToKeepOnKeepingOn · 26/04/2025 16:38

I can’t believe some of the comments on here. M&S is having huge issues due to a cyber attack, which is no doubt a moving feast. As far as I can see they’re handling it as best they can, so why all the vitriol? Yes, it’s concerning. Yes it’s inconvenient but have some patience and understanding.

Comments from ‘a techie’ about how they’re not surprised because y’know ‘they’re a techie’ and the website isn’t great are ridiculous and inflammatory.

M&S have great customer service, there has been notifications all over social media and the BBC news about the ongoing issues. The staff in store have been brilliant in incredibly difficult circumstances. Take your anger out on the arseholes that are doing this, not M&S.

Cantonet · 26/04/2025 16:55

user1471427667 · 26/04/2025 14:42

Yes. They did see know there was a significant problem before that though - hence some people gettting emails from the CEO about the attack earlier in the week. I order for collection in store at least a few times every month and could see that my order wasn’t following the usual patttern . It usually says ‘waiting to despatch’ as soon as I place order. Then within about 12 hour it usually changes to ‘on its way to store’ Then another 12 or so hours later it’s usually’ready to collect’. By Friday my order was still showing ‘ waiting to despatch’ so it seemed odd. In the afternoon, M&S put a notice on their site saying they had paused all online orders.

Show quote history

There was no update on stock & sizes available online for several days. I know because I've been checking certain items for several days. But they were still taking orders & payments online ...

I have no problem with not blaming them for the cyber attack. But it's how they're handling it - very poorly.
I'm not blaming the staff - I can see how tough it is working in the shops at the moment. But the management team are handling this badly.

Shadowhunter12 · 26/04/2025 17:27

I'm not sure it has been handled that badly by management. The nature of these attacks is that it can be very difficult to work out exactly what it is and how it is affecting systems. If it were that easy then they wouldn't cause all the issues they do and be so difficult to fix. Just a thought, but maybe the customers that haven't received emails is because they have gone into your junk mail. It must just be a mass email so M&S won't have deliberately excluded you I wouldn't have thought. The same messages have been put on their social media pages so definitely all out in the public domain and no attempt to keep it quiet.

Original poster
user1471427667 · 26/04/2025 18:51

JustGotToKeepOnKeepingOn · 26/04/2025 16:38

I can’t believe some of the comments on here. M&S is having huge issues due to a cyber attack, which is no doubt a moving feast. As far as I can see they’re handling it as best they can, so why all the vitriol? Yes, it’s concerning. Yes it’s inconvenient but have some patience and understanding.

Comments from ‘a techie’ about how they’re not surprised because y’know ‘they’re a techie’ and the website isn’t great are ridiculous and inflammatory.

M&S have great customer service, there has been notifications all over social media and the BBC news about the ongoing issues. The staff in store have been brilliant in incredibly difficult circumstances. Take your anger out on the arseholes that are doing this, not M&S.

I haven’t seen any vitriol on this thread and nothing but sympathy for the poor shop staff having to deal with this mess.
I do however think it could have been dealt with better. As I said previously, stuff like this happens from time to time and it’s not the company’s fault, but how they deal with it is. IMO things could have been handled better so far - with only some customers informed what’s going on with their orders and refunds.
Great idea for the CEO to write an email to customers, but again, why not write one to ALL customers affected?

OP posts:
Original poster
user1471427667 · 26/04/2025 18:57

Cantonet · 26/04/2025 16:55

There was no update on stock & sizes available online for several days. I know because I've been checking certain items for several days. But they were still taking orders & payments online ...

I have no problem with not blaming them for the cyber attack. But it's how they're handling it - very poorly.
I'm not blaming the staff - I can see how tough it is working in the shops at the moment. But the management team are handling this badly.

Show quote history

I agree, it’s the handling of it which is poor.
interesting what you say about stock & sizes available not updating. I was checking myself for a few days before placing my order , as wanted some linen trousers which weren’t available in my size, but thought they would become available as they do all the time on the site with people bringing things back. But nothing changed and none were available for days before.

OP posts:
Original poster
user1471427667 · 26/04/2025 19:03

Shadowhunter12 · 26/04/2025 17:27

I'm not sure it has been handled that badly by management. The nature of these attacks is that it can be very difficult to work out exactly what it is and how it is affecting systems. If it were that easy then they wouldn't cause all the issues they do and be so difficult to fix. Just a thought, but maybe the customers that haven't received emails is because they have gone into your junk mail. It must just be a mass email so M&S won't have deliberately excluded you I wouldn't have thought. The same messages have been put on their social media pages so definitely all out in the public domain and no attempt to keep it quiet.

I’m not suggesting they are trying to keep it quiet, but I placed my order on Wednesday totally unaware of any problem . I’ve checked my junk mail constantly and definitely didn’t get any emails. I did get the usual emails from them after I placed my order saying ‘thank you for your order etc’
i agree that it’s strange we weren’t all sent a mass email - I wonder if after a certain date, they had no access to certain data about who had placed an order ? ( I think a pp mentioned they could have been locked out of their own systems)

OP posts:
Crunchymum · 26/04/2025 19:11

Just to add that I'm another person who ordered last week (on Tuesday and funnily enough mine were school shoes for DS!) and I noticed the length of delivery into store was much longer than usual. Earliest was Friday 25th.

Apparently my order is delayed by 48h so should arrive instore tomorrow.

PinkSparklyPussyCat · 26/04/2025 19:21

I'm worried about this as I've ordered some sandwiches to be collected for a birthday lunch on Thursday. I ordered them before the issues but I have no idea what I'm going to do if they decide they are not going to supply them!

Addictedtobeauty · 26/04/2025 19:52

I’ve just had my online order cancelled- ordered when they were offering free delivery. Can’t check store stock either. Bit annoying, I really wanted the item.- first world problem.

gollyimholly · 26/04/2025 21:34

Same thing happened to me too @Addictedtobeauty just now.

Was super looking forward to receiving my order.
I was also in the store today and they were all doing their best - sounds like such a nightmare for them.

lunalovegood25 · 26/04/2025 21:35

Addictedtobeauty · 26/04/2025 19:52

I’ve just had my online order cancelled- ordered when they were offering free delivery. Can’t check store stock either. Bit annoying, I really wanted the item.- first world problem.

Same

WhoAreYouTalkingTo · 26/04/2025 22:49

Theunamedcat · 25/04/2025 22:13

Do you think that's connected? My email associated with sparks has been inundated with spam all week

Show quote history

It must be. That's the only account that has this email address.

Ohmycrumbs · 26/04/2025 22:52

I was due to pick up my order tomorrow but had an email this afternoon to say my order is cancelled and I’ll receive a refund to my bank account.. then another email to say they’ve sent me an M&S e-gift voucher which is the value of my order… strange?? I’d prefer a normal refund onto my card!

Sesma · 26/04/2025 22:54

Ohmycrumbs · 26/04/2025 22:52

I was due to pick up my order tomorrow but had an email this afternoon to say my order is cancelled and I’ll receive a refund to my bank account.. then another email to say they’ve sent me an M&S e-gift voucher which is the value of my order… strange?? I’d prefer a normal refund onto my card!

Maybe you will get both as a goodwill gesture

Panemone · 26/04/2025 23:49

Ohmycrumbs · 26/04/2025 22:52

I was due to pick up my order tomorrow but had an email this afternoon to say my order is cancelled and I’ll receive a refund to my bank account.. then another email to say they’ve sent me an M&S e-gift voucher which is the value of my order… strange?? I’d prefer a normal refund onto my card!

Maybe don’t click on the link, if it is a link?

Ohmycrumbs · 27/04/2025 00:04

@Sesma its quite a high value order so I doubt they’d refund me and give me a gift card (although that would be lovely!)

the order was placed on my M&S credit card and there’s been no refund there so I’m guessing my refund is the e-gift card only.. just a bit odd! Will try and contact their customer service tomorrow along with a million other people 🫠

Ohmycrumbs · 27/04/2025 00:05

@Panemone it’s def a legit email as far as I can tell.. it was a gift card number and pin etc. strange though!!

Addictedtobeauty · 27/04/2025 00:43

It is very inconvenient to have a gift card at the moment as apparently they are not currently able to accept them as payment in store. It makes the decision all the more puzzling. I have also been sent one as my refund.