Marks and Spencer (M&S) announced on Tuesday that it has begun to accept online orders again, nearly a month after a severe cyber attack forced the retailer to suspend e-commerce services. The company stated that customers in England, Scotland, and Wales can now purchase select fashion items, including clothing and footwear, for home delivery.
Background of the Cyber Incident
The cyber attack, which occurred during the Easter holiday weekend, initially disrupted M&Sโs click and collect service and contactless payments. Following the attack, Marks and Spencer suspended all online orders and warned customers that service disruptions would likely continue until July. The retailer has faced significant challenges in restoring its online services, leading to empty shelves and delayed deliveries.
On Tuesday, John Lyttle, M&Sโs managing director of fashion, home, and beauty, indicated that the retailerโs most popular fashion items would be available once again online. However, customers have raised concerns about the limited selection currently offered.
Customer Feedback and Concerns
Despite the partial resumption of services, customers have expressed dissatisfaction with the availability of products. Andrew Ruddle, a shopper, shared his frustrations with the BBC, stating that there remains โa very, very thin selection in menswearโ and lamented the out-of-stock status of many items. โFrom my experience, Marks and Spencer has got a long way to go before they are anywhere near back to a normal service,โ he remarked.
Another customer, Gill Watkins from Milton Keynes, reported that she was unaware that online ordering had resumed until she stumbled upon the news. While she successfully completed some purchases after weeks of items sitting in her online basket, she questioned the lack of communication from Marks and Spencer and suggested that the retailer should have waived delivery charges in light of the inconvenience caused.
Financial Impact and Data Security Concerns
The cyber attack is estimated to have a substantial financial impact on Marks and Spencer, with projected losses of around ยฃ300 million, which represents approximately one-third of the retailerโs profit. Although the company indicated that personal customer data may have been compromised during the attack, it clarified that no payment information, account passwords, or credit card details were accessed.
Moreover, it has been reported that the hackers sent an abusive email to M&Sโs chief executive, Stuart Machin, on April 23, asserting their responsibility for the attack and demanding ransom. This message, originating from the hacker group DragonForce, confirmed the breach but has not been publicly acknowledged by M&S.
Official Response and Next Steps
Marks and Spencer has refrained from commenting on whether a ransom has been paid to the hackers and has faced scrutiny regarding its handling of customer communications and product availability. The retailerโs proactive measures to restore online services are a stepping stone to regaining customer trust, but many shoppers remain cautious.
As Marks and Spencer works to expand its online offerings, including beauty and homeware products, alongside plans to reinstate delivery services to Northern Ireland and click-and-collect options in the coming weeks, the retailer faces the challenge of addressing customer concerns and improving its cybersecurity measures.
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