In his first interview since Marks and Spencer was hit by a cyber attack nearly four weeks ago, chief executive Stuart Machin said he had been working day and night to help fix the damage which has so far cost the retailer an estimated £300 million. In an interview with the Mail on Sunday’s Ruth Sunderland, he gave a time frame for the return of online ordering, which remains unavailable.
The service, he said, will not be available for five to six weeks in light of the cyber attack. The retail boss also said that dealing with the aftermath meant the 54 year-old had been too busy for a long chat with his mum, who he cited as his inspiration. “I haven’t really spoken to her,” he said. “I gave her one quick call last week and that was it. I’ve just not had time. It is not true we had sleeping bags here, but the first week, it was full on 24 hours a day.”
Pledging M&S would come back stronger than ever, the retail boss said he had been helped by support from customers, including his good friend Dame Joan Collins.
He said: “We’ve been around for 140 years with lots of challenges. We survived that and we’ll survive this.”
When asked when online ordering, which has been paused since the attack, would be available again he said it may take five or six weeks. He said it it was important the company did not rush, adding: “So I’d like to get it right.”
Marks and Spencer has said disruption from the attack is expected to continue through July and reduce operating profits by around £300 million before action to offset the hit.
M&S’s “cyber incident” was reported to be linked to hacking group Scattered Spider. Despite the setback, M&S is set to open 12 new stores in former Homebases creating hundreds of jobs in the process.
Twelve Homebase sites are being purchased to be converted into enormous standalone food stores. M&S is planning on opening eight of these by July 2026, subject to planning permission. Sites include Abingdon in Oxfordshire, Cannock in Staffordshire, Farnham and Godalming in Surrey, and Northampton. The retailer is also planning larger car parks and introducing a coffee bakery.
