The number of shop staff being abused or attacked every week has risen 30% in the last year to more than two in five (43%), according to a poll conducted by The Retail Trust, which has launched a Let’s Respect Retail campaign to change consumer behaviour.
The charity is calling on shoppers to “help restore humanity to the high street” this Christmas, starting with simple gestures of respect like a hello, thank you or a smile, as it warns that new laws alone won’t fix the crisis.
The Retail Trust’s poll of 1,000 workers shows that over three quarters (77%) of shop staff have experienced intimidating behaviour in the past year and 23% were physically assaulted.
Of those experiencing abuse, 62% feel stressed and anxious going into work and 43% are looking to quit their job or the retail industry altogether as a result. 45% of all shop workers said they now feel unsafe at work.
Former Dundee convenience store manager, Michael Fowler, told the charity:
“I’ve had nightmares, panic attacks, and flashbacks thanks to the abuse I’ve suffered. I always wanted to work in retail but I left the industry altogether in January due to the impact this was having on my mental health.
“I worked as a store manager, so I was at the front line when it came to receiving abuse, which occurred on a daily basis. We had a lot of shoplifters in the area and whenever I tried to stop them, I’d be shouted at, spat at, punched and kicked. Other people would look down their noses and talk down to you simply because you worked in retail, so we were getting daily abuse from all sides.”
Meanwhile, a YouGov poll of 2,000 UK adults found nearly a quarter (24%) have forgotten to make eye contact or smile at a shop worker and 20% have forgotten to say hello or thank you.
A further 71% of shoppers admitted to getting annoyed with a shop worker, delivery driver or someone working in customer services. Of these, 13% said they raised their voice or lost their temper.
Chris Brook-Carter, chief executive of the Retail Trust, said:
“What was once occasional frustration has become routine abuse and we’re being contacted by people who are ignored, disrespected and shouted at every single day. They are being targeted by shoppers who treat retail workers as less than human and not even worthy of looking up from their phones for. This is taking a massive toll on people’s mental health, and many feel they have no option other but to leave jobs they once loved.
“It’s time for this to stop but it will take a collective effort. Our message at the Retail Trust is clear. Next time you are interacting with a shop worker, take time to look up, say hello, thank you and smile. Even the simplest acts of recognition can make a huge difference for people who are facing daily hostility, and it will make shopping a better experience for everyone.”
Helen Dickinson, chief executive of the British Retail Consortium, said: “The appalling level of incidents of violence and abuse against our retail colleagues has got to stop. Those facing these confrontations are ordinary, hardworking retail colleagues – teenagers taking on their first job, carers looking for part-time work, parents working around childcare. No one should ever go to work fearing for their safety. We remind customers be kind and respectful to retail workers as well as fellow customers.”
The Retail Trust’s shocking findings follow a 2024 GMB survey of almost 1,000 Asda workers, which included reports of stabbings, broken bones, and being threatened with syringes. Other shop staff had been hit with bottles, spat at and had death threats against them and their children.
Nadine Houghton, GMB National Officer, said:
“GMB members in retail have been stabbed, punched and threatened with syringes while trying to do their job.
“It’s completely horrifying – no one should have suffer this kind of abuse and violence at work.
“Retail employers need to ensure they have adequate staff and security to prevent this happening – and rock-solid procedures in place to support staff when it does.”
- Find out more and access the Let’s Respect Retail toolkit here.
- The charity also offers a range of resources for retail workers who have been personally impacted by a challenging situation.
