Marks and Spencer is facing significant disruption due to a cyber attack, impacting parcel deliveries, online orders, and gift card payments. Customers expressed dissatisfaction with communication regarding their orders, emphasizing that their trust in the brand is wavering. Analysts note that M&S's reputation is at risk, especially as customers grow concerned over the security of their personal data. While many customers vent frustrations, some have also criticized the treatment of staff, who are dealing with irate shoppers during this challenging period. The retailer has not revealed specifics about the attack or a timeline for returning to normal operations.
"The longer it takes to draw a line under the cyber incident, the greater the risk to Marks & Spencer's reputation," warned Dan Coatsworth, underscoring the trust issues customers may face.
"Shoppers want to know that their personal and financial details are safe when buying goods online and Marks & Spencer failing to give the all-clear implies that something is very wrong at its end."
Customers have expressed frustration over delayed parcels and inability to process online orders, stating that M&S communication has been disappointing amid ongoing disruptions.
Despite the operational challenges, some customers have shown sympathy for M&S staff, who are facing backlash from customers due to the disruptions.
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