M&S shoppers are facing further frustration at the checkout as the company struggles to recover from a cyber attack. Customers began reporting problems on the weekend, with the retailer confirming on Tuesday it was dealing with a "cyber incident." It told the BBC on Wednesday that customer-facing systems were back to normal. However, it hassince confirmedit has been forced to take some systems offline as part of its "proactive management of the incident." It said it had stopped processing contactless payments, had paused the collection of click and collect orders in stores, and warned of delays to online order deliveries. Contactless payments have since been restored, the BBC has been told, however this has been questioned by some customers. BBC staff have described witnessing the impact of the suspension of contactless payments. At Euston station, in London, shop staff were seen shouting that it was cash only as the payments system was down. Disruption was also seen in Glasgow, and a store at Edinburgh Haymarket seemingly closed early. M&S says it had made the "decision to move some of our processes offline to protect our colleagues, partners, suppliers and our business". But stores remain open and customers could "continue to shop on our website and our app", the statement added. But confusion has reigned on social media amongst M&S customers. The firm has responded to some posts on X (formerly Twitter) in the past few hours advising customers contactless payments can be taken in stores However, this has beencontradicted by some individuals, with one saying: "That is wrong - only chip and pin or cash is working". M&S also told click & collectcustomers not to travel to a store "until they have received their 'Ready To Collect' email". Some customers also questioned that, withone person sayingafter receiving their email, "store staff said they are unable to retrieve the item" The company has declined to provide detail on the nature of the attack, but moving systems offline is often a response to ransomware attacks. On Tuesday the firm said in a notice to investors that it had engaged "external cyber security experts to assist with investigating and managing the incident. "We are taking actions to further protect our network and ensure we can continue to maintain customer service," it added. The company said it also reported the incident to the National Cyber Security Centre which told the BBC it was "working with Marks and Spencer to support their response to a cyber incident". The National Crime Agency told the BBC its officers were "working alongside partners in the NCSC to better understand the incident and support the company".
Cyber attack causes further chaos for M&S shoppers
TruthLens AI Suggested Headline:
"M&S Faces Checkout Disruptions Following Cyber Attack"
Bbc News
6.7
TruthLens AI Summary
Marks & Spencer (M&S) shoppers are experiencing significant disruptions at checkout due to a cyber attack that has affected the company's systems. Customers began reporting issues over the weekend, prompting M&S to confirm on Tuesday that it was managing a 'cyber incident.' While the retailer announced that customer-facing systems were back to normal by Wednesday, it also revealed that it had taken certain systems offline as a precautionary measure. This included halting contactless payments and pausing the collection of click-and-collect orders in stores, leading to delays in online deliveries. Despite some restoration of contactless payment systems, confusion persisted among customers, particularly in high-traffic areas like Euston station in London, where staff had to inform shoppers that only cash was accepted due to system outages. Reports indicated that stores in Glasgow and Edinburgh also faced early closures or disruptions in service, adding to customer frustrations.
M&S has stated that its decision to take some processes offline was made to protect its colleagues, partners, suppliers, and the overall business. Although the company assured customers that stores remained open and online shopping was available, social media reactions reflected widespread uncertainty. M&S responded to various inquiries on platforms like X (formerly Twitter), clarifying that contactless payments could be processed in stores, but some customers reported conflicting experiences, with cash and chip-and-pin being the only accepted methods in certain locations. The company has not disclosed specific details regarding the nature of the cyber attack; however, taking systems offline is a common response to ransomware incidents. M&S has engaged external cybersecurity experts to assist in managing the situation and has reported the incident to the National Cyber Security Centre. The National Crime Agency is also involved, working alongside the NCSC to understand the incident better and offer support to M&S during this challenging time.
TruthLens AI Analysis
The recent cyber attack on M&S has caused significant disruptions for customers, particularly at checkout points, leading to a wave of frustration. The company has struggled to restore normalcy, with reports of issues continuing even after they announced that some systems were back online. This incident sheds light on the vulnerabilities retailers face in the digital age and raises questions about their crisis management strategies.
Public Perception and Company Image
There is a strong emphasis on the chaos experienced by shoppers, which may contribute to a negative perception of M&S's operational reliability. The confusion surrounding payment methods and the inconsistent communication from the company can lead to a decline in customer trust. Social media reactions indicate that customers feel frustrated and misinformed, which can damage the brand's reputation over time.
Transparency and Information Management
The lack of detailed information regarding the nature of the cyber attack raises concerns about transparency. By not disclosing specifics, M&S may be perceived as trying to conceal the severity of the incident, which could lead to speculation and distrust among customers. The company's decision to take certain systems offline for security reasons, while understandable, adds to the confusion and frustration felt by customers.
Potential Economic Implications
This situation could have broader implications for the retail sector, particularly regarding consumer behavior. If shoppers lose confidence in M&S's ability to handle their transactions securely, they may choose to shop elsewhere, impacting sales. The incident may also prompt discussions about increasing security measures across the industry, which could lead to increased operational costs.
Target Audience and Support
The article resonates more with consumers who frequently shop at M&S, particularly those who utilize online shopping and contactless payment methods. The frustration expressed by shoppers indicates that the company is primarily appealing to a tech-savvy demographic that values convenience.
Impact on Stock Market and Financial Performance
While the direct impact on stock prices may not be immediately evident, negative customer sentiment and operational disruptions can influence M&S's overall financial performance in the long run. Investors may be wary of the company's ability to recover from such incidents, potentially affecting stock valuations.
Global Context and Relevance
In today's landscape, cyber security is a pressing concern for businesses worldwide. The incident at M&S highlights the ongoing challenge companies face in protecting customer data. It serves as a reminder of the need for robust cybersecurity measures, especially for retailers that rely heavily on digital transactions.
Use of Artificial Intelligence
There is no clear indication that artificial intelligence was used in the writing of the article. However, if AI tools were employed, they could have influenced the style of reporting, potentially focusing on dramatic language to emphasize the chaos and confusion. If AI were to be involved, it might aim to heighten awareness of the incident's impact on customers.
In summary, the article paints a picture of turmoil for M&S shoppers, highlighting the repercussions of the cyber attack and the company's response. The reliability and transparency of M&S are now under scrutiny, which could have lasting effects on consumer trust and financial performance.