Marks and Spencer Online Operations Set for Full Recovery by Late Summer 2025

The retail giant Marks & Spencer expects its online business to be “fully” operational within the next four weeks following a devastating cyber-attack that paralysed its digital operations. The breach forced the retailer to halt customer orders through its website for nearly seven weeks, significantly impacting its market position and profitability.

Stuart Machin, M&S chief executive, addressed shareholders at the London AGM, outlining the recovery timeline that extends through July and potentially into August. The organisation’s click-and-collect services currently remain suspended, with limited availability of clothing and homeware ranges online.

The cyber incident has dealt a substantial financial blow to the retailer, with projected profit losses of £300m this year. Market share has shifted to competitors including Next, Zara and H&M during the extended outage. Chairman Archie Norman acknowledged the challenge ahead, emphasising the crucial task of recapturing lost customers during the autumn season.

The company plans to leverage its Sparks loyalty programme to rebuild customer relationships, offering retrospective birthday treats to members affected during the downtime. Machin, who received a £7.1m compensation package last financial year, has committed to enhancing customer service standards across the organisation.

The retailer’s share price has experienced a 13% decline since the April cyber-attack, reflecting investor concerns. However, industry analysts remain cautiously optimistic, noting strong pre-incident performance and robust demand for summer fashion collections, with many popular items already selling out online.

The company’s Castle Donington warehouse, serving as the primary distribution centre for clothing and homeware, is scheduled for comprehensive replenishment once online operations are fully restored. This strategic move aims to normalise stock levels and service delivery across the retailer’s entire digital platform.