M&S issues major cyber attack update with all online orders SUSPENDED
M&S has issued a major update to customers, saying it’s halted all online orders on its website and app.
The supermarket has been plagued by a cyber incident since Monday, with customers unable to use contactless payments in stores and click-and-collect orders also affected.
In a statement released today, it’s now said it is halting taking orders on both its website and app.
“As part of our proactive management of the incident, we have made the decision to pause taking orders via our UK & Ireland websites and apps and some M&S International operated websites,” it said.
“The M&S product range is available to browse online, and our stores remain open and ready to welcome and serve customers.”
The supermarket said it is “working extremely hard” to restore its online operations.
It continued: “We previously informed customers that there was no need to take any action. That remains the case, and we will let them know, if the situation changes.
“We remain grateful for the support that our customers, colleagues, partners and suppliers have shown during this time and will provide further updates, as appropriate.”
It’s understood that customers can still shop the M&S range through the Ocado website as normal.
The Sun has contacted M&S for comment and asked whether existing orders will still be sent out.
Hundreds of people have commented on the supermarket’s update on Facebook, with many saying they appreciated being kept informed.
One person wrote: “Thank you for the update. Hope you can resolve it soon.”
Another said: “I feel for those trying to sort it out, nightmare.”
A third praised store workers who had been trying to help customers during the disruption.
They wrote: “M&S staff have been brilliant , helpful and supportive.”
Others asked whether existing orders will still be sent out and whether the supermarket would extend deadlines for refunds on online purchases.
The supermarket has not yet responded so the answers to this are unclear.
The issue began on Monday, when confused customers were turned away at the tills.
They were told the company was making some “small changes to our store operations” following an IT outage.
However some customers suggested the problem had been an issue since Saturday.
One social media user wrote: “@marksandspencer I’ve tried to return some clothing to the Camden store and have been told that your WiFi has been down company wide since Saturday so I can’t return them.”
On Wednesday, the retailer issued another update saying it was still having problems and that it appreciated customers’ patience.
It was also revealed earlier this week that M&S is working with the National Cyber Security Centre to find out whether foreign criminals were behind the cyber attack.
A NCSC spokesman said it was “working with Marks and Spencer to support its response to a cyber incident”.
The National Crime Agency has also said it has been involved.