ON YOUR MARKS
M&S issues update as crippling nationwide IT outage still ongoing
Read on to find out what M&S has told customers
Marks & Spencer has issued an update to customers as the ongoing cyber incident enters its sixth day.
The supermarket has been struggling since it was hit by a cyber incident on Monday, which left customers unable to use contactless payments in store.
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Shoppers were also left unable to pick up click-and-collect orders and could not redeem gift cards.
As a result, yesterday the supermarket was forced to halt taking orders on both its website and app.
It has now issued an update to customers on social media website X, formerly Twitter.
Many customers have taken to social media to voice their frustration at the outage.
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One shopper said: “I’ve been into one of your shops this am and was so annoyed to find out you are not accepting gift vouchers at the moment.
“I would not have gone shopping there if I had known.”
A member of the M&S team replied to the message and confirmed that gift cards are now being accepted by the retailer.
They said: “I’m sorry about this. Gift cards can now be redeemed in store. We are working hard to keep disruption to a minimum.
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“We apologise for any inconvenience caused.”
A second shopper said: “I’ve only just been in to store and I wasn’t allowed to use it. I’m so annoyed as I buy a gift voucher to shop there each week with jam doughnut and couldn’t use it.”
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Another member of M&S customer service replied: “I am so sorry for the inconvenience caused by this.
“We’re only had confirmation that gift cards are back up and running in the last couple of hours so it may not have cascaded to everyone in store yet.”
The Sun has contacted M&S for comment.
M&S said it has been “working extremely hard” to restore its online operations.
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In a statement released yesterday, the supermarket said it would halt taking orders on both its website and app.
It told customers: “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 added that the product range is available to browse online and the stores remain open and ready to serve customers.
It is understood that shoppers can still shop the M&S range through the Ocado website as normal.
It is unclear if existing orders will still be sent out and whether the supermarket will extend deadlines for refunds on online purchases.
Shares in the company fell by 4.8% yesterday after the update.
M&S said it is working with the National Cyber Security Centre to find out whether foreign criminals were behind the cyber attack.
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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.
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