BBC News: M&S Customers Left Frustrated as Cyber Attack Chaos Continues

The BBC included a comment from Sam Kirkman, Director of Services for EMEA at NetSPI, on the growing disruption caused by a cyber-attack on Marks & Spencer, leaving many customers out of pocket and out of patience. Read the preview below or view it online.

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Shoppers are bearing the brunt.

Regarding “M&S customers in limbo as cyber-attack chaos continues” (BBC News, Apr. 28): The prolonged disruption following the cyber-attack on Marks & Spencer is a stark reminder of the real and immediate impact cybersecurity failures have on consumers. The lack of communication and clarity around the incident has only deepened customer frustration, with many still in the dark about missing orders, refunds, and service restoration.

While the precise nature of the attack remains undisclosed, the response so far signals how ill-prepared even major retailers can be. Online platforms, which account for a significant share of M&S’s revenue, have become critical infrastructure. But when systems go down, it’s not just business that suffers; it’s trust.

With reports of cancelled flower deliveries, disrupted returns, and non-functional gift cards, customers are questioning how a company so reliant on its digital operations can afford not to prioritise robust cyber defences and transparent crisis communication.

You can read the full article here.