Marks & Spencer: A Legacy of Quality, Trust, and the Challenge of Modern Threats

Founded in 1884, Marks & Spencer isn’t just one of Britain’s oldest surviving retailers—it’s one of the most cherished. For generations, M&S has been woven into the fabric of British life, standing for quality, reliability, and a touch of nostalgia.

Connection: M&S Through the Decades

In the 1960s, my grandmother worked at the M&S store in Bradford—not as a shop assistant, but as the in-store hairdresser, styling the staff’s hair into neat curls and trims. She’d often bring home cherry buns, bought at a staff discount because the cherries were slightly off-centre. Even then, M&S had high standards—but they also knew when to embrace imperfection.

A decade later, my father worked for John Rigby & Sons, a wire manufacturer supplying M&S. One day, without warning, two M&S representatives arrived at the factory. There had been complaints about bra hooks, and they were determined to trace the issue right back to the wire production. That’s how seriously M&S took (and still takes) quality control.

Core Values: Quality First, But Trust is Everything

M&S’s values—Quality, Value, Service, Innovation, and Trust—have long set it apart. Yet in recent years, the brand faced challenges, particularly in clothing, where cheaper rivals chipped away at its dominance. Thankfully, the food hall remained impeccable, and the clothing division has since regained its footing with stylish, well-made collections.

But in April 2025, cybercriminals struck, breaching M&S’s IT systems by resetting an employee’s password. The fallout was severe:

• Online sales were lost

• In-store card payments disrupted

• Returns and stock ordering thrown into chaos

Most damaging of all? The attack shook customer trust—the very foundation of M&S’s reputation.

Trust: Hard-Earned, Easily Lost

Trust is built slowly, spoonful by spoonful, over decades. Yet it can evaporate in an instant when processes fail. The M&S cyberattack was a stark reminder that even the most established brands are vulnerable in our digital age.

The good news? M&S responded quickly. Staff adapted, stores managed, and the company will undoubtedly tighten security to prevent future breaches. The public is forgiving—once. But if a similar incident happens again, that goodwill could wear thin.

M&S has weathered over a century of change, from post-war rationing to fast fashion and now cyber threats. Its resilience lies in its commitment to quality, customer care, and adaptability.

For now, shoppers will likely keep faith with M&S. But in an era where data security is as crucial as product quality, the lesson is clear: Trust isn’t just about what you sell—it’s about how you protect those who buy from you.