20 hours Ago By Maleeha Katib
DISGRUNTLED Marks & Spencer customers have been offered £25 cash 'gifts' following disruption caused by a significant cyber attack. The high street retailer confirmed it fell victim to a cyber incident last week , which led to the temporary closure of its website and app, while checkout systems in stores were left in disarray. Advertisement 1 Since the attack began, the company has seen its market value plummet by over £700million Customers found themselves unable to make contactless payments, collect online orders , or purchase everyday essentials, leaving many frustrated and empty-handed at the tills.
Adding insult to injury, M&S also suspended all online orders through its app and website last week , compounding the disruption. M&S stores have also been impacted by supply chain issues , with empty shelves and shortages of popular items such as bananas, fish, and the iconic Colin the Caterpillar cakes reported across the country. At least one store displayed signs taped across hot food counters stating "temporarily closed" due to "technical issues".
Advertisement Read more in money SHOP TO IT M&S shoppers spot shortages on shelves as huge cyber attack continues CRIPPLING OUTAGE M&S blocks hundreds of staff from system as cyber attack chaos continues Since the attack began, the company has seen its market value plummet by over £700million, raising concerns about potential long-term damage to its reputation. However, some shoppers impacted by the disruption have been offered £25 digital gift cards as compensation. M&S's policy of assessing compensation for delivery or click and collect delays on an individual basis predates the fallout from the cyber attack.
Nonetheless, many customers argue that the gesture fails to adequately address the inconvenience they have endured. Advertisement Most read in Money 'A SAD LOSS' Popular Scots cake shop to shut for good as they launch closing down sale TOTAL RECALL Asda pulls £3 item from Scots stores as customers warned 'do NOT eat' 'DEEPLY REGRETTABLE' World-famous Scots drink company reveals jobs at risk UN-BEER-LIEVABLE Popular UK pub chain with Glasgow branches to hike beer prices One outraged customer vented their frustration on X(formerly Twitter), after being left without food for a wedding party. They said: "Placed an order on the 14th for collection today, just rang and there's no food! "Wedding party tonight with no food! NEVER AGAIN.
" M&S responded by offering a refund, and the shopper later confirmed they had also received a £25 voucher. Advertisement However, they expressed their anger, stating that the last-minute scramble had left them furious. M&S shoppers have found the ‘perfect basic summer top’ - it's only £8 Another devastated parent said: "Ordered a 21st birthday cake for our twin boys 10 days ago.
.. went into the store today to pick it up to be told it isn't there and they've no idea where it is.
" Shoppers across the country shared similarly distressing experiences. Several customers arrived to collect party platters or birthday gifts, only to discover their orders hadn't been processed- often with minimal or no prior communication from the retailer. Advertisement Another frustrated customer said: "I've got an outstanding click and collect from a week ago.
Heard nothing. Three days with no update is not good enough.” The retail giant has been working to reassure customers, issuing numerous apologies across its social media platforms.
In a post on X, the M&S team said: "As part of our proactive management of the cyber incident, we have made the decision to pause taking orders via our website and apps. "Our product range remains available to browse online. We are truly sorry for this inconvenience.
Our stores are open to welcome customers." Advertisement They added: "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.
"Our experienced team – supported by leading cyber experts – is working extremely hard to restart online and app shopping. "We are incredibly grateful to our customers, colleagues and partners for their understanding and support." Advertisement Chief executive Stuart Machin reinforced the message, acknowledging that "some limited delays" may persist and expressing gratitude to customers for their trust and patience.
Insiders claim the disruption stems from a cyber attack, with some staff alleging that M&S systems were "held to ransom by a criminal gang". The villains suspected to be behind the attack are known collectively as "Scattered Spider" - one of the most prolific cybergangs of the past 18 months. The gang specialises in ransomware - a type of attack designed to steal information or access in exchange for a sum of money.
Advertisement They have been gaining a reputation for targeting large, customer-facing organisations through social engineering and identity-focused tactics. "While they are not as well-resourced as some nation-state actors or long-established ransomware syndicates, Scattered Spider is far from "small fry,"" Jamie Akhtar, CEO and Co-founder at CyberSmart, told The Sun. "Scattered Spider, also tracked as UNC3944, has become one of the most active and disruptive threat actors in the last 18 months.
"This is a group known not for sheer technical sophistication, but for their ability to manipulate access, often by impersonating employees or exploiting multi-factor authentication systems." Advertisement Read more on the Scottish Sun BAND BAN Rap group axed from huge festival after backlash over 'kill your MP' comments GIG-A-GIG AH Spice Girls FINALLY set to reunite & tour world - but key star will be missing Their most high-profile hack was the attack on Caesars Entertainment and MGM Resorts in 2023 , two of the largest casino and gambling companies in the US. While M&S has not disclosed the exact nature of the breach, the incident has been reported to the National Cyber Security Centre (NCSC) and the Information Commissioner's Office (ICO).
Timeline of cyber attack Saturday, April 19: Initial reports emerge on social media of problems with contactless payments and click-and-collect services at M&S stores across the UK. Customers experience difficulties collecting online purchases and returning items due to system issues. Monday, April 21: Problems with contactless payments and click-and-collect persist.
M&S officially acknowledges the "cyber incident" in a statement to the London Stock Exchange. CEO Stuart Machin apologises for the disruption and confirms "minor, temporary changes" to store operations. M&S notifies the National Cyber Security Centre (NCSC) and the Information Commissioner's Office (ICO) and engages external cybersecurity experts.
Tuesday, April 22: Disruptions continue. M&S takes further systems offline as part of "proactive management". Wednesday, April 23: Despite earlier claims of customer-facing systems returning to normal, M&S continues to adjust operations to maintain security.
Contactless payments are initially restored, but other services, including click-and-collect, remain affected. Thursday, April 24: Contactless payments and click-and-collect services are still unavailable. Reports surface suggesting the attackers possibly gained access to data in February.
Friday, April 25: M&S suspends all online and app orders in the UK and Ireland for clothing and food, although customers can still browse products. This decision leads to a 5% drop in M&S's share price. Monday, April 28: M&S is still unable to process online orders.
Around 200 agency workers at the main distribution centre are told to stay home. Tuesday, April 29: Information suggests that the hacker group Scattered Spider is likely behind the attack. Shoppers spot empty shelves in selected stores .
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