Marks and Spencer has issued an apology following a major technical outage that has left contactless payments and click-and-collect services out of action for at least 48 hours, prompting frustration among customers across the UK.
Shoppers at M&S stores in Harrow, Camden, Bexleyheath, and other parts of the country reported being unable to pay for their items using contactless cards or gift cards, with many caught out during food collections and return attempts.
M&S Statement
In a reply on social media, M&S confirmed the issue:
“We are experiencing some technical issues, meaning that we cannot accept contactless payments or process click-and-collect orders. We are really sorry for any inconvenience and hope to resolve these issues soon.”
Despite the system failures, stores remain open, although many customers have found themselves unable to complete purchases due to reliance on contactless-only payment methods.
Customers React
Frustrated customers took to X (formerly Twitter) to share their experiences, with one writing:
Popped into the Harrow store today to collect some food items after the gym… contactless systems and collection kiosks have been out of service for at least 48 hours.
Another shopper shared:
I’ve tried to return some clothing to the Camden store and was told the WiFi has been down company-wide since Saturday.
Others reported having to leave items behind or being unable to use gift cards or Apple Pay, with some describing queues of confused customers as staff struggled to process payments manually.
Calls for Transparency
Many customers criticised the retailer for a lack of official communication about the outage. One user commented:
“Why is there no communication from the team? Your systems are down across multiple stores and people are being turned away.”
Another added:
“Welcome to a world where they will stop you from using facilities whenever they want. Cash is king again.”
Impact and Next Steps
While M&S has not confirmed how many of its locations are affected, reports suggest the issue is nationwide. The chain has yet to provide a timeline for full resolution.
Retail experts say incidents like this can significantly impact customer trust—particularly during busy shopping periods or when services like click-and-collect are a key part of the shopping experience.
M&S is encouraging customers to bring physical payment cards where possible and has pledged to update shoppers once services are fully restored.
Customers are advised to check their local store’s status before visiting and to follow the M&S social media channels for further updates.
