Marks and Spencer's website and app have faced significant technical difficulties, leaving customers unable to access their services for several hours. While the website is now operational,
the app continues to experience issues.
Customers attempting to use the M&S website encountered an error message and were unable to navigate beyond the homepage. An M&S spokesperson informed the BBC that the disruption was due to a problem with a third-party provider, affecting access temporarily. The company apologized for the inconvenience and assured customers they were working to resolve the issues as quickly as possible.
Reports of the access problems began circulating on X, formerly known as Twitter, around lunchtime on Saturday. The website briefly came back online after 1700 BST but soon reverted to displaying the error message. By 1800 BST, the website was once again accessible, though intermittent issues persisted.
The app, however, remains problematic, displaying a notice about a technical glitch. The message reads: "Sorry you can't shop through the app right now. We're busy making some planned changes, but will be back soon."
The technical issues have led to frustration among customers, some of whom took to social media to voice their concerns. Several customers mentioned they were unable to use their Sparks card, the company's loyalty program, due to the lack of a physical card. As a result, they missed out on potential savings and benefits.
This incident follows a similar occurrence in March when supermarket chain Sainsbury's experienced technical issues that disrupted its online grocery orders. An overnight update caused failures in contactless payments, severely affecting their operations.
Marks and Spencer is working diligently to restore full functionality to both their website and app. The company is keeping customers updated on the progress and remains committed to resolving the issues promptly.
In the meantime, M&S encourages customers to stay informed through their social media channels and customer service for any updates regarding the situation. The company appreciates customers' patience and understanding as they navigate through these technical challenges.
This incident highlights the dependency of modern retail operations on digital platforms and third-party services. Technical disruptions can have significant impacts on customer experience and brand reputation. As such, retailers like M&S must continually evaluate and improve their digital infrastructure to ensure reliability and customer satisfaction. Photo by Mtaylor848, Wikimedia commons.