Marks and Spencer customers have been heaping praise on staff following a recent “cyber incident” which impacted the ability to make contactless payments or to fulfil click-and-collect orders at various UK stores. M&S CEO Stuart Machin issued an apology to patrons in a statement on Tuesday (April 22), disclosing that the retailer had been grappling with the issue for “a few days”.
Machin described how it was “necessary” to introduce some “small changes” to “store operations” temporarily in a bid to manage the situation effectively. He emphasised that stores remain open, and the app and website are functioning as usual. Shoppers were reassured they didn’t need to “take any action”, signalling that individual data breaches were not a concern at this stage.
Customers will be informed promptly should the situation evolve, or any further changes to this occur. The CEO thanked consumers for their “continuous support”, acknowledging the immense value of their “trust” in Marks and Spencer, and how “incredibly precious” it is to the company.
Yet, despite this hiccup causing some anger and annoyance – with numerous individuals venting on social media after being told they’d have to use cash for their transactions – sentiments have shifted on some social platforms.
In the comments section beneath Machin’s announcement, several shoppers chose to shift from expressing frustration to extending commendation and gratitude towards staff.
Several M&S stores have been praised for their handling of the ongoing issue, particularly in their compassionate and professional attitudes towards frustrated and unhappy customers.
One customer recounted: “I had a suit fitting booked in your Brooklands store on Monday at 12:30. Because of the incident your staff didn’t know I was due to attend so they weren’t ready for me.
“But that didn’t stop them. Graeme the suit fitter was an absolute diamond and couldn’t have been more apologetic or helpful. Thank you M&S”.
Another shopper shared: “Staff at Basingstoke Festival Place were excellent yesterday. M&S always go the extra mile to ensure customers have the best experience.”
A third customer commented: “Love M&S. Keep doing what you do! A great British institution.”
A fourth praised: “Ellesmere Port staff were amazing! Especially dealing with awkward customers with such grace!”
Another customer said: “Team Valley Gateshead – exceptional young lady greeting each and every customer yesterday. Example set for many other organisations – owning the issue, taking the issue off customers, guiding customers and providing alternatives. Well done”.
And another person added: “Lovely to see so many nice comments for the staff and company”.
Wrapping up his apology, CEO Stuart Machin said: “We have been working hard with the best experts to manage this, and I want to thank them and my colleagues for their hard work.”
An iconic British retailer, Marks and Spencer first opened its doors as a humble market stall in Leeds back in 1884, and it continues to be a staple on the shopping scene.
With its extensive selection of products across various departments such as clothing, accessories, homeware, food and more, it’s celebrated for providing suitable attire for all age groups.
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