Stuart Machin, the CEO of Marks and Spencer (M&S), has reached out directly to customers, encouraging them to visit their stores in person this bank holiday weekend. In a candid post on LinkedIn, he expressed heartfelt apologies for the recent disruptions that shoppers have experienced. “We’re truly sorry we haven’t been able to meet the high service standards you expect from us,” he shared.
Machin acknowledged the ongoing challenges the company is facing due to a significant cyber incident that has affected operations. He reassured customers that the team is working tirelessly to restore services, emphasizing their commitment to returning things to normal as quickly as possible. “Our teams are doing everything in their power to support you,” he said, inviting everyone to come by and enjoy shopping for food, fashion, home goods, or beauty items at M&S stores during the holiday.
It’s been a rocky road for M&S lately. Just last month, contactless payment systems faltered during a key shopping weekend, adding to the frustrations of customers. In the days that followed, the company disclosed it had been targeted by a cyberattack linked to the infamous hacker group Scattered Spider, which carried out a ransomware attack on M&S’s IT infrastructure, as reported by cybersecurity outlet Bleeping Computer.
In light of these challenges, M&S has paused hiring efforts, pulling down job listings across its online platforms, as it focuses on navigating the repercussions of the cyber incident. This decision underscores how a cyberattack can ripple through an organization, affecting everything from customer service to employee recruitment.
For many shoppers, the chaos has raised concerns about the reliability of their favorite retail stores, but Machin’s outreach serves as a reminder of the human aspect behind these brands. It’s about more than just transactions; it’s about relationships and trust built over decades. So, as you navigate this busy weekend, whether you’re on a quest for scrumptious snacks for your family gathering or the perfect outfit for a night out, remember that M&S is eager to welcome you back into their stores. They want to make your shopping experience as enjoyable as possible, despite the bumps along the way.
Image Source: Ian Dewar Photography / Shutterstock
