Marks and Spencer has suffered a recent cyber-attack, forcing the major retailer to pause all online orders temporarily. 

The decision to suspend all online shopping activity was made on Friday, April 25th, as the company prepared to restore operations after the breach. M&S is one of the biggest retailers in the UK, where millions of shoppers purchase luxury, clothing, household goods, and grocery items. About a third of the retailer's clothing and household goods sales in the UK come from its online operations. One analyst has said this cyber-attack has left a “bruise” on M&S's reputation. 

Kate Hardcastle, consumer specialist at Insight with Passion, said the incident was "a bruise to M&S's trusted brand image".

She said: "Customers expect a retailer like M&S to keep their data safe and services running, so an incident like this can shake confidence."

While cyber-attacks on major retailers are nothing new, as Amazon suffered a major breach in 2023, there is a fear that shoppers could turn to rival retailers due to the inconvenience of the attack. One of the most essential factors to building loyalty among brands and customers is trust, and with this recent breach on M&S’ systems, it is likely to be a cause for concern for many shoppers. 

With a heavy reliance on its online service, and as we head into the summer months, the retailer is likely to suffer as items that are not sold in store cannot be purchased by consumers, which will lead them to competitors in order to purchase their essentials. 

Not only will M&S have to repair its compromised system, but also its long-term relationship with concerned customers. This current breach continues to serve as a warning to all retailers that the security of their online systems must be of the utmost importance.