(qlmbusinessnews.com . Fri 9th May, 2025) London, UK —
Marks & Spencer Share Price Plummets Amid Prolonged Ransomware Disruption
Marks & Spencer has revealed it is “working day and night” to resolve a cyber attack that has disrupted in-store services and forced it to suspend all online orders for more than two weeks. The attack, which emerged over the Easter weekend, has hit Click & Collect, contactless payments and left food halls with gaps on their shelves.
Despite restoring Click & Collect and in-store payments, M&S paused online orders from 25 April, and customers remain without access to its website and apps. Those who received “ready to collect” emails can still pick up orders, while purchases made after 23 April are being refunded. The company has yet to confirm when its full online service will resume.
Staff shortages in digital recruitment have compounded issues, with the careers section of the M&S website offline and job listings removed. A spokesperson stated: “We’re sorry for the disruption. Our IT teams are tirelessly fixing the problem and customers need not change their shopping habits.”
Security experts have since confirmed the incident was a ransomware attack attributed to the cyber‑crime group “DragonForce.” This gang, which offers malware services to third‑party hackers, claimed responsibility for recent breaches at the Co‑op and an attempted hack at Harrods. The National Cyber Security Centre and Metropolitan Police are investigating.
The fallout is already costing M&S dearly. Its share price has tumbled, wiping more than £500 million off its market value. Online sales account for roughly a third of its clothing and home revenue, representing about £3.8 million a day. Analysts warn that customers will quickly switch to rival retailers in the “buy it now” culture, particularly as warmer weather draws shoppers to summer collections.
Behind the scenes, suppliers have been forced to revert to manual ordering. Greencore, a major food supplier, increased deliveries by 20% over the bank holiday weekend to counter stock shortages. Beauty brand Nails Inc has also postponed a new product launch due to logistics concerns. M&S’s partnership with Ocado has seen some disruption to its online food delivery service, though the impact has been limited.
Customer reactions in stores have been sympathetic. Staff remain “perfectly charming” despite the crisis, one shopper told reporters. Yet experts caution that prolonged silence from M&S risks damaging consumer trust. With only three public updates since the attack began, commentators urge greater transparency. As consumer expert Kate Hardcastle warns, “In today’s hyper‑connected world, good communication is the most valuable asset a brand can leverage to maintain confidence.”
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