Marks and Spencer apologizes after major cyber glitch disrupts contactless payments and order collections across UK stores over Easter weekend

Imagine planning a quick weekend grocery run—only to find yourself walking out empty-handed because the payment systems are down.

That’s exactly what happened to countless customers across the UK when Marks & Spencer was hit by a cyber incident that threw their store operations into chaos.

While most of us were enjoying a relaxing Easter break, M&S teams were scrambling behind the scenes to deal with widespread disruptions affecting contactless payments and click-and-collect services.

What Exactly Happened?

M&S experienced what they’ve officially described as a “cyber incident” that impacted stores nationwide.

Shoppers across the country found themselves turned away at tills as contactless payment systems failed.

Click-and-collect orders weren’t spared either, with many customers reporting delays and difficulties retrieving their items.

By now, the issue with contactless payments has been resolved.

But the click-and-collect glitch is still causing trouble, and there’s no confirmed timeline for a full fix.

An Official Word from the Top

Stuart Machin, the CEO of M&S, addressed the situation with a message on social media.

He assured customers that the company had to make “small changes” to how stores operate in order to protect both shoppers and the business.

“I’m sincerely sorry if you experienced any inconvenience,” Machin wrote, adding that all M&S stores remain open, and their website and app are running normally.

He emphasized that there’s no need for customers to take any action at this time—but promised to share updates if anything changes.

Click-and-Collect: Still in Limbo

Even after the initial panic subsided, frustration lingered—especially for customers trying to use the click-and-collect service.

M&S admitted the system was still experiencing issues and, unfortunately, couldn’t provide a clear ETA for when everything would be back to normal.

In one social media reply, a company rep encouraged a customer to send a direct message with their order number so they could assist individually, showing how seriously they’re taking the complaints.

Customers Speak Out

Unsurprisingly, social media was flooded with complaints and expressions of frustration.

One shopper shared how they had to leave behind a full food shop because their contactless card wasn’t accepted.

Another mentioned trying to return clothing but was told the store’s Wi-Fi had been down since Saturday, making returns impossible.

Some were especially disappointed by the lack of communication.

“Why is there no update from your team?” one customer asked after making a 20-minute drive to a store cafe, only to find it closed due to technical issues.

A Repeat Offender?

Unfortunately, this isn’t the first time M&S has had to deal with a tech meltdown.

Just last May, their website and app went offline for several hours due to problems with a third-party service.

That, combined with the recent Easter weekend fiasco, has left some customers wondering about the company’s digital resilience.

So… What’s Next?

While contactless payments are now back up and running, M&S still has some work to do to restore full functionality to its click-and-collect service.

Customers are being asked to sit tight, and the company promises to keep everyone updated.

For now, M&S is walking a tightrope—trying to keep business as usual while putting out digital fires behind the scenes.