**M&S Suspends Online Orders Amid Cyber Attack, Sparkling Fears Among Shoppers**
High street favourite Marks & Spencer (M&S) has been forced to halt all of its online orders following what it has described as a “cyber incident” earlier this week, leaving customers across the United Kingdom unable to shop via its website and mobile apps. The retailer has apologised for the ongoing disruption and assured shoppers that it is working intensively to resolve the issue.
The problems first surfaced last weekend, culminating in M&S declaring a significant cyber incident on Tuesday. Since then, technical difficulties have been persistent, notably impacting payment processes both online and in-store. In a precautionary move, M&S announced on Thursday that it has temporarily paused the taking of orders for food and clothing online—a decision that is being regarded as critical to protect customer data and restore system stability.
In a statement shared on social media, the iconic British retailer confirmed that its entire product range remains visible to browse online, although purchasing is currently on hold. M&S wrote on X, formerly known as Twitter: “As part of our proactive management of a cyber incident, we have made the decision to pause taking orders via our M&S.com websites and apps. Our product range remains available to browse online. We are truly sorry for this inconvenience. Our stores are open to welcome customers.”
While the retailer continues to combat the fallout from the cyber attack, M&S further stated that customers need not take any action themselves at this stage. “We informed customers on Tuesday that there was no need for them to take any action. That remains the case, and if the situation changes we will let them know.” The company’s statement also reassured customers that an experienced team, supported by leading cyber security experts, is “working extremely hard to restart online and app shopping”.
Despite this messaging, concerns have mounted among affected shoppers. Many have sought clarity on social media about their pending orders and the broader implications of the disruption. One frustrated customer wrote online, “Are there any timescales for this to be resolved? Why am I unable to collect items that I know are in the store waiting for me? Surely there should be a better business continuity plan for such situations.” Another anxious customer queried, “I have an order due to be available for click and collect tomorrow that is really important—will it be delivered to the store on time?”
In response, M&S clarified that click and collect orders already at their designated store should remain unaffected by the disruption. To ease customer concerns, the company has committed to holding all parcels in store until further notice, so that customers will not miss out on collecting their items once normal services resume.
The cyber incident has also affected gift cards, e-gift cards, and credit receipts, which are currently not being accepted in-store or online. This has left some shoppers unable to use the retailer’s usual payment options, compounding the challenges faced by both the business and its loyal customer base.
Financial markets have reacted promptly to the situation, with shares in M&S dropping by 5% on the announcement of the continued IT issues. Industry commentators are highlighting the far-reaching impact that cyber attacks can have on major retailers, affecting everything from customer service to brand reputation and even market value.
As of Friday morning, physical M&S stores nationwide remain open and continue to serve shoppers as usual. M&S’s response to the cyber incident is ongoing, with the retailer promising to update customers as soon as more information becomes available.
This situation serves as a reminder of the growing risks posed by cyber crime to even the most established and trusted UK brands. The incident is sparking renewed discussions about cyber security, contingency planning, and the resilience of Britain’s retail sector in the digital age. As the investigation and repairs continue, many eyes will remain on M&S and how swiftly it can return to normal service.