M&S Restores Click-and-Collect Service Months After Major Cyber Attack
Marks & Spencer has reinstated its click-and-collect service, more than three months after suspending it in the wake of a severe cyber attack that disrupted operations both online and in stores.
The retail giant halted orders for clothing and homeware via its website and app on 25 April, also pausing in-store collection. While home deliveries resumed in June, the company confirmed this week that customers can once again collect online purchases from M&S branches – and return them there as well.
The attack, which M&S has described as a ransomware incident, also led to the theft of some customer data. Shoppers have been warned to remain vigilant about suspicious messages claiming to be from the retailer.
Beyond its impact online, the breach caused stock shortages in stores in the immediate aftermath. M&S has estimated the incident will dent annual profits by roughly £300 million, though insurance may offset part of the loss.
Law enforcement agencies, including the National Crime Agency, are investigating. In May, the NCA linked a group known as Scattered Spider to the attack. Two months later, four suspects were arrested in connection with cyber incidents affecting both M&S and the Co-op, before being released on bail.
Chief executive Stuart Machin told investors in July that the company expected to have largely recovered from the disruption by August.
