Several Marks & Spencer (M&S) outlets have experienced empty food shelves amid ongoing disruption resulting from a cyber attack that continues to impact the retailer’s operations.
Online orders remain suspended through the company’s website and app after issues with contactless payments and Click & Collect emerged over the Easter weekend.
The BBC has learned that food stock levels are expected to return to normal by week’s end.
Cybersecurity analysts report that a group known as DragonForce is responsible for the current disruption.
This relatively new collective is believed to be seeking a multi-million pound ransom to halt its cyber offensive against the supermarket chain.
The BBC has reached out to M&S for comment on the situation.
“Based on network activity monitoring and observed ransomware behaviours, M&S is contending with a gang attempting extortion,” noted security researcher Kevin Beaumont.
DragonForce, like other ransomware outfits, employs malicious software to encrypt victim data and typically exfiltrates confidential information for leverage.
The group began targeting international organisations around August 2023.
Operating under a “ransomware as a service” model, DragonForce licenses its malware to other cybercriminals in exchange for a portion of any proceeds.
The specific identities of those behind the M&S attack remain unknown, though some experts suggest the involvement of a loosely-structured entity known as Scattered Spider.
While the extent of the stock shortages is unclear, M&S has acknowledged “pockets of limited availability in some stores.”
Food supply chain disruptions have occurred as the retailer temporarily took some of its systems offline. Alternative processes are being implemented to restore product availability as quickly as possible.
At M&S’s Marble Arch location in central London, signage on affected shelves read: “Please bear with us while we fix some technical issues affecting product availability.”
Dot, 52, a frequent M&S shopper, remarked that many shelves were sparsely stocked.
“I was looking for my favourite biscuits and couldn’t find them,” she explained.
Ken, 76, observed the supply challenges, but praised the staff for being “perfectly charming” under difficult circumstances.
M&S is also simultaneously managing disruptions to a limited range of products supplied to Ocado, which handles online food deliveries and is partly owned by the retailer.
Though issues with contactless payments, Click & Collect, and gift cards have been addressed, online ordering remains unavailable.
M&S’s online platforms contribute about a third of UK clothing and home sales, totalling approximately £1.2bn in the latest financial year.
While shares rose slightly on Tuesday morning, the company’s stock has declined 4.6% over five days, with a marked drop on Friday following the announcement to halt online orders.
The incident comes during a key shopping season, as consumers begin to purchase items for warm-weather gatherings and outdoor events.
Industry analysts told the BBC that the continued disruption is likely to impact profits, with shoppers turning to rival retailers.
Suspending digital sales is “almost like cutting off one of your limbs”, commented Nayna McIntosh, a former M&S executive committee member and founder of Hope Fashion.
“Friday’s decision was undoubtedly challenging, and the prolonged disruption will be exceptionally difficult,” she told the BBC.
However, she noted that M&S’s strong customer loyalty may allow it some flexibility, provided it remains transparent.
The retailer has yet to confirm the specific details of the attack.
“As part of our strategic response, we chose to temporarily take some systems offline,” a spokesperson said.
“This has resulted in isolated shortages in certain locations. We are committed to restoring normal service as soon as possible across our network.”
M&S is not alone in experiencing digital disruptions: Morrisons faced difficulties with Christmas orders in 2024, and banking giants Barclays and Lloyds suffered outages earlier in 2025.
Additional reporting by Shakira Abdi
A recent report cautions that lack of comprehensive data on cash acceptance raises the risk of the UK moving toward a cashless society.
The company’s decision not to reveal details of the attack or a restoration timeline suggests significant severity.
This development presents a test for technology competitors including Google and various product review platforms.
The retailer has stopped accepting orders via its website and apps, encompassing both food and apparel.
Sales increased for a third consecutive month in March, with improved weather bolstering trading activity.