Marks & Spencer stops online orders following cyber attack

Marks & Spencer (M&S) says it has stopped taking online orders as the company struggles to recover from a cyber attack.

Customers began reporting problems last weekend, and on Tuesday the retailer confirmed it was facing a “cyber incident”.

Now, M&S has entirely paused orders on its website and apps, including for food deliveries and clothes

The firm’s shares fell by 5% following the announcement on Friday.

“We are truly sorry for this inconvenience,” it wrote in a post on X.

“Our experienced team – supported by leading cyber experts – is working extremely hard to restart online and app shopping.

“We are incredibly grateful to our customers, colleagues and partners for their understanding and support.”

It said its stores remain open despite the issues affecting online ordering.

Previously, the firm was dealing with problems which affected people using Click & Collect, as well as paying with gift cards.

Since it suspended online ordering, M&S has responded to social media posts advising customers that these problems persist.

“Gift cards, e-gift cards and credit receipts can’t currently be used as a payment method in store or online,” it said in response to one person on X.

But it told another that if people have already received an email telling them an item is ready to be collected, they should be able to go into the store and pick it up.

“We’re holding all parcels in store until further notice, so there’s no risk of it being sent back,” it said.

But some people have criticised the firm for its handling of the outage, particularly around its messaging to customers.

“After being told yesterday in the evening the problem with gift cards was sorted, went in store today and was sent away again,” one person told the firm in a post on X.

They said it was the fourth day in a row they had tried and failed to use their M&S gift card.

Meanwhile despite the frustrations, some people online have praised in-store staff over their service amid the problems, and called for customers not to take their frustrations out on workers.

But many still appear to have questions over how existing purchases, orders and returns will be impacted by the continued fallout from the cyber attack.