Marks and Spencer (M&S) customers have been telling the BBC of their frustration as disruption caused by the cyber attack which has hit the retailer continues into another trading week. The incident - which it disclosed last Monday - has caused delayed parcels,paused online ordersand suspended gift card payments, and has seen the retailer take down several parts of its operations over the last few days. It has yet to disclose the nature of the cyber attack or when it expects operations to return to normal. Some customers told the BBC that M&S' communication over affected orders has been "disappointing". Analysts warn the incidentmay affect the retailer's reputation. Its share price fell by 2.5% in morning trading on Monday and is down almost 10% over the past week. Customers have been telling the BBC of the impact the situation is having on them. Linda Sonntag, who lives in Norwich, told the BBC she was left "disappointed" after a flower delivery arranged for a friend never arrived. She told the BBC she was still awaiting a refund and email with information about her order. "In the meantime I've had to order flowers from somewhere else," she said. "I don't blame them, they've had a cyber attack," Ms Sonntag added. "But I don't think their attitude towards their customers is very helpful." Dawn Cunnington, of Exeter, agreed the company was not to blame, but said she had no communication from M&S about her own flower order not being fulfilled. She had ordered flowers on Wednesday, on behalf of her 91-year-old mother, for her mother's friend, who was celebrating their 90th birthday. "I'd had nothing from them until I phoned up," she told the BBC. Ms Cunnington said she received a refund and a £10 apology voucher after calling M&S to find out what happened to the flowers, but was "a bit cross" they had allowed her to place the order in the first place, given it was aware of cyber incident. Other customers have described having to cancel orders for clothes which they were expecting to collect before going on holiday, or being unable to return goods they had previously bought. But some have expressed sympathy for the staff at the stores, who they say have been on the receiving end of abuse from angry customers, or having to deal with shopping abandoned at the tills when customers were unable to pay when contactless payments were down. M&S remains silent on how the cyber attack unfolded, the nature of the attack and how specifically it has been affected by it - leaving cyber security experts to speculate as to what might have happened. It is known it has hired external cyber security experts, who are likely to be a team of incident response specialists who will be working around the clock either at the headquarters of the company or remotely. Their first priority is likely to be find out where the hackers are in the IT system and kick them out. Switching off computer servers used in their online ordering, payment or logistics systems might imply that security teams have isolated that portion as a way the hackers gained entry. They might also have taken these offline to stop the hackers from spreading their malicious software into those previously unaffected areas. It might also be the case that the company is taking all non-business critical services offline to help deal with the hack. "In situations like this, in-store services are typically prioritised for recovery, which can mean online operations take slightly longer to restore," said Sam Kirkman, a director at cyber-security firm NetSPI. He told the BBC that while M&S taking steps like pausing services may make the incident seem "even more serious from the outside," they would allow staff to contain any potential threats and begin recovery safely. About a third of M&S's clothing and household goods' sales in the UK are through its online platforms and were worth some £1.268bn in latest published financial results. Susannah Streeter, head of money and markets at Hargreaves Lansdown, said even though M&S's physical stores were still open, many of them "simply don't stock the popular ranges from online". She added clothes sales were "likely to take a big hit" as the cyber-attack had occurred during a spell of warm weather when summer ranges would be "piling up in virtual baskets". Dan Coatsworth, investment analyst at AJ Bell, said M&S's success was "built on trust" - and this was something customers may question after it suspended online orders. "The longer it takes to draw a line under the cyber incident, the greater the risk to Marks & Spencer's reputation," he told the BBC. "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." Additional reporting by Michael Race
M&S customers in limbo as cyber attack chaos continues
TruthLens AI Suggested Headline:
"Marks and Spencer Faces Ongoing Disruptions Following Cyber Attack"
Bbc News
8.6
TruthLens AI Summary
Marks and Spencer (M&S) is currently facing significant disruption due to a cyber attack that has continued to affect its operations for over a week. The retailer disclosed the incident last Monday, leading to a backlog of delayed parcels, paused online orders, and suspended gift card payments. Customers have expressed their frustration to the BBC, with many reporting a lack of communication regarding their orders. Linda Sonntag, a customer from Norwich, shared her disappointment after a flower delivery for a friend did not arrive and noted that she was still waiting for a refund. Similarly, Dawn Cunnington from Exeter experienced issues when her order for a birthday bouquet for her mother’s friend was not fulfilled, highlighting the inadequate communication from M&S regarding the status of her order. Although customers have shown understanding towards the company for the cyber attack, they have also criticized its handling of customer service during this crisis, indicating a need for better communication and support during such incidents.
The cyber attack has not only disrupted M&S's online operations but has also raised concerns among analysts about the potential long-term impact on the retailer's reputation. M&S's share price has already seen a decline of 2.5% in morning trading and is down nearly 10% over the past week. With about a third of its clothing and household goods sales in the UK generated through online platforms, the ongoing disruptions could significantly affect sales, especially during a peak shopping period. Cyber security experts have speculated on the nature of the attack and the measures M&S is taking to contain the threat, including hiring external incident response specialists. Experts suggest that prioritizing in-store services for recovery may extend the timeline for restoring online operations, which could further exacerbate customer dissatisfaction. As the situation unfolds, M&S must navigate the balance between resolving the cyber attack and maintaining customer trust, as prolonged disruptions could lead to a lasting impact on its brand loyalty and sales performance.
TruthLens AI Analysis
The article reveals ongoing challenges faced by Marks and Spencer (M&S) due to a cyber attack, highlighting customer frustrations and potential implications for the company's reputation. The situation reflects broader concerns regarding cybersecurity in retail and its impact on consumer trust.
Customer Sentiment and Communication Issues
The response from M&S customers portrays a sense of disappointment, primarily due to a lack of effective communication regarding their orders. Individual accounts, such as those from Linda Sonntag and Dawn Cunnington, illustrate the emotional toll the disruption has taken, especially when it involves personal events like birthdays. This discontent suggests that while customers may understand the unforeseen nature of a cyber attack, they expect a more proactive approach from the retailer in addressing their concerns.
Impact on Brand Reputation
Analysts point to potential long-term effects on M&S's reputation. The decline in share price by 2.5% and a nearly 10% drop over the past week indicates investor concern related to the incident. This news reflects how operational disruptions can lead to significant financial consequences, highlighting the vulnerability of retail brands to cyber threats.
Hidden Agendas and Broader Implications
While the article primarily focuses on the immediate effects of the cyber attack, it may also serve to emphasize the need for robust cybersecurity measures in retail. By shedding light on customer experiences, the article may be indirectly advocating for better practices in the industry. There is no clear indication that the article is hiding information; rather, it appears to present a transparent view of the current crisis.
Comparative Analysis with Other Reports
This situation mirrors incidents faced by other retailers in recent years, where cyber attacks have led to operational chaos. Such patterns suggest a systemic issue within the industry, raising questions about preparedness and response strategies. The portrayal of M&S in this context could either align with or diverge from the narrative established by similar incidents, depending on how the company manages the aftermath.
Economic and Market Repercussions
The ongoing chaos may have wider ramifications for the economy and investor confidence in the retail sector. Consumers may reconsider their loyalty to brands that fail to safeguard their information or deliver on promises. The potential for a decline in M&S's market share could affect associated stocks and the broader retail market sentiment.
Target Audience and Community Response
This news is likely to resonate with consumers who are concerned about online shopping security. The emphasis on customer experiences suggests an appeal to those who value transparency and accountability in corporate communication.
Impact on Stock Markets
The financial implications of this incident could affect M&S's stock value and, by extension, investor sentiment towards other retail stocks, particularly those perceived as vulnerable to similar attacks. Investors may become more cautious, prompting a broader reevaluation of risk in the retail sector.
Global Power Dynamics and Current Relevance
While the article does not directly address global power dynamics, it highlights the increasing importance of cybersecurity in maintaining competitive advantage within the retail landscape. The relevance of this topic is underscored by the growing frequency of cyber incidents across industries.
Potential Use of AI in Reporting
It is plausible that AI tools were utilized in crafting this article, particularly for data analysis and sentiment tracking. However, the narrative appears to retain a human touch, focusing on personal stories that AI may not replicate effectively. The overall direction of the article aligns with a call for greater accountability from corporations in crisis situations.
The article effectively captures the immediate fallout from the cyber attack on M&S, presenting a balanced view of customer sentiments while hinting at broader implications for the retail sector's approach to cybersecurity.