Marks&Spencer Recovers After Cyber Incident
Marks & Spencer (M&S) has restored its click and collect service nearly four months after a major cyber attack disrupted operations. The UK retailer, known for clothing, food, beauty, and homewares, employs over 70,000 people across 1,000 stores nationwide.
Cyber Attack at M&S Shuts Down Key Services
In April 2025, M&S was one of three major UK retailers hit by a cyber incident, alongside Co-op and Harrods. The company shut down several services to contain the intrusion, including its popular click and collect service. Frustrated customers voiced their anger at the disruption on social media.
“Cheers [M&S] for sending me this 2 hours AFTER I drove a 26 mile round trip to collect my parcel, only to be told I couldn’t have it (even though it’s there). What a wasted journey. I now have to drive back again in the next couple of days,” said one user on X.
Click and Collect at Marks and Spencer Finally Returns in August 2025
After months offline, M&S confirmed the service has now returned. “Click & Collect is back,” the company said. “You will now be able to make a purchase online with an option for free store collection. This will see the return of our click and collect kiosk screens and returns bin this week,” the M&S Douglas location added. “We look forward to seeing our collection customers again!”
Expanded Online Delivery Options
M&S also restored full online delivery services across homeware, fashion, and beauty categories. Managing director for fashion, home, and beauty, John Lyttle, confirmed the expansion. “You can now order online for collection from any M&S store across the UK or choose next day or nominated day delivery. You can also now return your online order to any M&S store,” he said.
What were the Revenue Losses From the Cyber Attack on Marks & Spencer?
The attack proved costly for M&S. Reports suggest the company lost up to £43 million per week during the disruption. Overall, the retailer estimated a £300 million revenue loss, equivalent to more than AU$625 million. M&S also faced a slower recovery than rival Co-op, due to delays in blocking threat actors from its systems.
Key Cyber Security Takeaways for Businesses
- Cyber attacks can cause long-term operational disruption and financial losses.
- Customer trust suffers when essential services like click and collect are offline.
- Recovery speed depends on swift incident response and strong cybersecurity measures.
