Marks & Spencer Faces Cybersecurity Incident: Ongoing Disruption Raises Alarm
Marks & Spencer, a prominent retail giant, has recently acknowledged a significant cybersecurity incident, which has led to ongoing disruptions and outages affecting customers. This situation has raised concerns regarding the safety of customer data and the operational integrity of the company.
Details of the Cybersecurity Incident
On Tuesday, Marks & Spencer released a notice informing customers that the company has been actively managing a cyber incident over the past few days. The notice, signed by CEO Stuart Machin, indicated that operational changes were necessary to safeguard both customers and the business.
Operational Status
Despite the incident, Marks & Spencer confirmed that:
- All stores remain open.
- The website and mobile app are functioning normally.
Investigation and Response
In a formal filing with the London Stock Exchange, Marks & Spencer stated that it has enlisted the help of external cybersecurity experts to investigate the breach. Additionally, the company has notified relevant data protection authorities to ensure compliance and transparency.
Customer Experiences
Customers have reported various issues, including:
- In-store payment card terminals malfunctioning.
- Disruptions in order pick-ups at different locations.
One customer shared with TechCrunch that they faced difficulties with payment processes in-store. Other customers echoed similar experiences on social media.
Company’s Communication and Support
Marks & Spencer spokesperson Lucy Reynolds mentioned that the company began to limit certain operations on Monday, including:
- Store click and collect pick-ups.
- Contactless payment options.
However, Reynolds did confirm that contactless payments have since been restored. When approached for further details regarding the cyberattack, the spokesperson refrained from providing additional comments.
Ongoing Customer Support
In response to inquiries on social media, Marks & Spencer reassured customers that they are “working hard to resolve some technical issues in our stores.” With an impressive customer base of 32 million annually, as highlighted in their 2024 annual report, the company is making every effort to address these challenges.
Conclusion
As Marks & Spencer navigates this cybersecurity incident, customers are encouraged to stay updated through the company’s official channels for the latest information and support.
