A number of M&S stores are currently facing a frustrating situation with empty food shelves as the company navigates the fallout from a significant cyberattack. Many shoppers tried to stock up over the Easter weekend but reported issues with contactless payments and click-and-collect services. On top of that, those eager to shop online have found themselves at a standstill, with M&S suspending orders on its app and website since Friday.
While the scale of the issue isn’t fully clear yet, M&S has acknowledged that there are “pockets of limited availability in some stores.” According to sources, it’s anticipated that these supply issues will be resolved within a few days. However, a full return to normal operations for the retailer is expected to take until the end of the week. Customers have expressed their concerns—after all, it can be incredibly disappointing to find empty shelves when stocking up on essentials.
The cyberattack has also impacted a small number of goods that M&S provides to Ocado, which adds another layer of complexity to the situation. Although problems with click-and-collect, contactless payments, and gift cards have been resolved, shoppers are still unable to make online purchases, meaning many are left feeling stuck and frustrated.
An M&S spokesperson addressed the situation, stating, “As part of our proactive management of the incident, we decided to take some of our systems temporarily offline. Consequently, we have pockets of limited availability in some stores. We are working hard to restore availability back to normal across the estate.”
Adding to the gravity of this issue, it has come to light that M&S had previously been warned about the increased risk of cyber threats due to its shift towards remote work—a warning issued a year prior to this incident, as reported by The Times. In their most recent annual report, M&S acknowledged that hybrid working had heightened their vulnerability to cyberattacks, highlighting a changing “profile of information security and overall threat landscape” as they invest further in cloud systems and digital technologies.
Compounding the disruption, on Monday, April 28, M&S instructed hundreds of agency workers from its main distribution center to stay home due to the ongoing cyberattack. About 200 workers scheduled for shifts at the East Midlands Castle Donington clothing and homewares logistics center received the news that they wouldn’t be needed. For many, that adds yet another layer of uncertainty, not only for the company itself but for those who rely on these jobs in the community.
In times like this, it’s easy to feel exasperated. Whether you’re a loyal M&S shopper or someone who simply relies on the convenience of having your shopping done online, knowing that these challenges are surfacing can be incredibly unsettling. Yet, it’s important to remember that M&S is committed to rectifying the situation. The company is working hard to get everything back on track, and while we may have to exercise some patience in the meantime, understanding that they are facing their own hurdles can help us all manage our expectations during such unforeseen circumstances.
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