M&S customers rage after UK-wide contactless payment outage hits stores and click-and-collect orders

Marks & Spencer has come under fire after a major UK-wide system outage left customers unable to pay using contactless cards or complete click-and-collect orders for over 48 hours, sparking widespread frustration and confusion both in-store and online.

The issue, which began on Saturday, continues to affect multiple stores across the country, with users reporting broken WiFi, non-functional card machines, and even closed cafés. Despite the chaos, stores have remained open, with M&S urging customers to bring cash.

The retailer confirmed the outage in a brief statement on social media, apologising for the inconvenience and promising a resolution:

“We are experiencing some technical issues, meaning that we cannot accept contactless payments or process click-and-collect orders,” a spokesperson said. “Our colleagues are on hand in the store to help customers however they can.”

But for shoppers who rely on modern payment methods or need to collect pre-paid items, the explanation didn’t go far enough.

On X (formerly Twitter), customers vented their anger at the lack of warning or communication.
One fuming user wrote:

“Drove 20 minutes for breakfast at the café, only to find it shut because contactless isn’t working. No warning, no signs. What a waste of time.”

Another added:

“Tried to spend £58 on a gift card and was told I couldn’t. Went back two hours later—still down. Can’t even get a refund to use the card!”

Some noted that the issue isn’t isolated, sharing experiences at Camden, Harrow, Bexleyheath, and central London locations. One shopper posted:

“Told in-store that WiFi has been down company-wide since Saturday. Can’t return clothes. And not a single update from @marksandspencer. Disgraceful.”

Another remarked on the growing dependence on digital-only systems, saying:

“Welcome to a world where they’ll stop you using facilities whenever they want. Bring back cash!”

The retailer’s failure to post updates across its major social media channels left many wondering if the company was hoping to ride out the storm quietly. One customer summarised the frustration, tweeting:

“No warning, no signage, no posts online. Just queues of annoyed people with no working tills.”

Some shoppers even questioned whether return windows would be extended to compensate for the breakdown, especially those preparing to travel or with tight deadlines.

M&S did not confirm the exact nature of the glitch or how many locations are affected, but users across England report the same issues, including the inability to use gift cards, Apple Pay, and return or exchange items.

The timing couldn’t be worse. As the high street faces stiff competition from e-commerce giants, outages like this highlight the fragility of in-store infrastructure. Customers, once loyal to M&S’s convenience and reliability, are now asking if it’s time to rethink their loyalty.

Retail experts suggest that businesses need clearer contingency planning for such outages, especially as cashless shopping becomes the norm.

So far, there’s no confirmed timeline for when contactless and click-and-collect services will be fully restored. For now, M&S shoppers are being advised to bring cash or a physical bank card and prepare for longer queues and potential delays.