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)

For anyone without a Twitter a/c like me, a friend has just showed me tthe M&S account. 3 hours ago someone asks when they will get an update on their c&c order which was due last Friday. M&S replied
“ we are in the process of contacting customers who have outstanding orders. Please keep an eye on your emails and we’ll be in touch in the next 48 hours”

Was just about to post this as saw it as a reply on Twitter. Hopefully we’ll hear whether our orders are being fulfilled or cancelled by Wednesday.
it certainly doesn’t sound like they’ll be up and running anytime soon.

I'm getting a bit fed up now. I'm only waiting for a pair of shoes (albeit school shoes as DC1's feet grew over Easter!) and I just want to know what's going on now.

I'll sit tight as the M&S shoes were a tenner cheaper than Next and DC1 will continue to shove his feet into shoes that are too small 😮

I’ve just sent my first ever DM on friends account with my order number, post code and email address to see if I can get a reply.

Fingers ( and squashed toes) crossed for you!
one of the items on my order is a pair of trainers which continually go out of stock in my size , and are showing out of stock again, but we’re available at time of order last Wednesday . Hope they are somewhere in the system

M&S have replied to someone on Twitter who is asking where order is and saiid
” Due to the ongoing technical issues we’re having, all orders made from Thursday are in the process of being cancelled and refunded.”
Doesnt mention what happens if your order was placed before Thursday so I’m hoping there’s a chance it may not be canceled.

Has anyone had the ‘48 hr delay’ email and gone on to actually get their order

No, and 48 hours was up today. Haven't heard anything from them. I tried two physical stores at the weekend for the item I needed. Couldn't check stock online so I had two wasted trips as it wasn't in either store. A staff member was saying they couldn't check any stock in store either. I got a different product from somewhere else in the end.

Exactly the same as me! It's annoying as DC needs a half size (as she has two different sized feet) and hardly anywhere does them. Clarks was nearly £20 more expensive. I bought some too-big ones in Tesco in the end.

Just had a reply from my DM, to say they are in the process of contacting everyone with outstanding order by email within the next 48 hours

I've just had my last Tuesday orders refunded by email. The right thing to do I'm sure.

I had hoped possibly any orders before Thursday May be delivered to store, even if delayed, but reckon we are now all just waiting to get the inevitable email that the orders have been cancelled and refunded. At least we will know then .

I made a large order of clothing for my mum last Thursday. She is in a care home hundreds of miles away so about twice a year, when she needs clothes replacing, I generally shop at M&S online as I am fairly confident in the sizing (it would be unfair to expect the staff to bugger about sending things back if they don't fit).

I have had so many confusing emails as to what is cancelled and what is just delayed; had a refund through to my credit card for part of the order this morning so that's something, but no idea if anything will get delivered at all or I'll get a further refund.

I do sympathise with the company over the cyber attack, but their communication with many online customers has been woeful so far and that is something they can control.

Now to try and find somewhere else to shop as mum still needs clothes!

@IDareSay have you thought of Dunnes? I believe they deliver across the UK.
sizing is fairly true to size. Many things that might suit your mother’s stage of life. Decent quality for the price.

I've received the refund for the order I placed on Friday that was cancelled on Sunday. It really is poor that those who ordered days earlier are still left in limbo, not knowing if their order will be processed or eventually cancelled and refunded.

Was supposed to pick up new bedding today and received an email Sunday night/ yesterday morning saying order cancelled. Ordered and paid on the 23rd so not sure if they already had the problem.

Thanks, I messaged them too by DM and had the same reply. I assume we’ll be refunded but will be good to be told what’s happening. Keeping an eye out for an email from them!

Do you think I will be able to use gift voucher in shop and are they able to discount if you have a sparks offer etc

I know they said a couple of days ago that they were not able to accept gift vouchers. I don’t know if that’s changed though.

Went into M&S this morning, just to see if I was able to get any of the items I’d ordered in store instead, as pretty sure my order will be cancelled after being told twice ‘ we will contact you in 48 hrs’ , once on Saturday and once yesterday via DM.
Actually got two of the items I wanted in store, including the trainers which was the main item, so feeling quite good about that. There were notices across the click and collect machines to say they weren’t working but other than that, nothing to say about the issues ( no notices on the doors - this is a big M&S in a city) Got to the till and asked if they were still scanning sparks cards- the lady said she would but wasn’t sure if it would do anything and she gave me a paper receipt as well ‘ in case a digital one wasn’t produced’ ( so far, haven’t got my usual email receipt so glad I got a paper one). Contactless payment was fine and my account was debited immediately. Everything seemed very quiet and calm in store ( but then, I don’t usually shop on a week day)
Im assuming I’ll hear tomorrow that my order has been cancelled and I’m still waiting for a refund from last Wednesday which is still in my payments pending.

I posted a BBC article update on situation from Sunday, I think ( further up the thread) and it says contactless payments and gift vouchers were now working.
Dont know about the sparks offers, but surely if you show them on your phone that you have an offer, they could work something out?

Anyone know about refunds in store?

This is posted on M&S website.
If you take refunds to a clothing and homing store ( not a food hall) they will refund at the till

Thanks @user1471427667 ive been checking last few days that’s helpful

Just to update.Ive just had an update to say my order from 20 April is ready to collect in store. I can’t collect it until Thursday but fingers crossed no issues when I try and collect it.

Thanks Lily, that’s really good to know. Was your order originally placed before the problems started? ( 20th seems like it might have been just before).
Good you’ve had an update and hopefully pick up goes smoothly for you on Thursday