M&S issues apology after 'cyber incident' causes in-store payment issue

Customers reported being unable to pay using contactless methods or collect online orders over the weekend

High street supermarket and retailer Marks and Spencer’s has issued an apology after customers were left unable to make contactless payments in-store on Monday, April 21.

On Instagram, Marks and Spencer posted an apology to customers from the company’s CEO.

M&S Chief Executive, Stuart Machin, wrote: “Over the last few days M&S has been managing a cyber incident. To protect you and the business, it was necessary to temporarily make some small changes to our store operations, and I am sincerely sorry if you experienced any inconvenience.

“I know how much our customers trust M&S, and that trust is incredibly precious to us.

“We have been working with the best experts to manage this, and I want to thank them and my colleagues for their hard work.”

The apology comes after customers reported on social media that they were unable to pay using contactless methods or collect online orders over the weekend.

The post indicates that stores remain open, while the M&S website and app are also operating as normal, however customers may see some delays on Click and Collect orders.

Customers have not been advised to take any action in response to the incident at this time.

Chief Executive Machin further thanked customers for shopping with M&S for customer’s support.

In response to the statement issued on Instagram, many M&S shoppers have commended the retailer for their response to the incident.

Shopper @sandrabradley_books called the retailer a “class act” and praised the store’s response as “another example of their respectful and gracious treatment of customers”.

Customer @syrizayasmin added: “It’s M&S they always know how to deal with everything the proper way! Brilliant service as usual.”

A third added: “Well done M&S - well handled and communicated. This is exactly why we trust you.”

Other shoppers have also taken to social media to express disappointed for the incident, as one customer, @kez122, wrote: "Yes it was a bit of a nightmare. I had to leave what I had bought."

They added: "Would have been nice if someone had explained prior to me going in."