Shop employees have recounted instances of being spat on, physically assaulted, and enduring panic attacks due to increasing levels of mistreatment by customers. Other workers shared their experiences of being frequently yelled at or reduced to tears because of the abuse they faced.
This pattern of mistreatment was outlined by the Retail Trust charity, which called for people to show respect to workers by simple acts like greeting them, expressing gratitude, or offering a smile while shopping in the lead-up to the holiday season. A survey conducted by the charity revealed that over three-quarters of retail staff encountered intimidating behavior in the past year, with nearly a quarter experiencing physical assaults.
More than 40% of respondents reported being subjected to abuse or attacks on a weekly basis, marking a 10% increase from the previous year. Additionally, 45% stated that the mistreatment had worsened over the past two years.
This issue arises as a response to proposals to criminalize assaults on store workers separately in England and Wales, aiming to combat a surge in retail-related crimes. Nonetheless, the Retail Trust argues that this measure will do little to address the prevalence of rudeness, hostility, and aggression that many retail workers face, behaviors that may not be criminal but have become commonplace.
Former store manager Michael Fowler, 25, from Dundee, shared his distressing encounters with abuse, leading to nightmares, panic attacks, and trauma that ultimately prompted him to leave the retail industry earlier this year. Similarly, Stephanie Michelle, 42, working for an independent retailer in Conwy, Wales, described a noticeable decline in customer interactions, with individuals displaying impolite behavior like sighing, huffing, and throwing items rudely.
Freelance makeup artist Lauren Oakley, 41, based in Brighton, recounted various instances of mistreatment in retail, including being shouted at and driven to tears multiple times. She attributed the negative shift in customer behavior to the influence of the Covid pandemic, noting that people have become less patient and more demanding when shopping in physical stores.
Chris Brook-Carter, the CEO of the Retail Trust, emphasized that while creating a specific offense for assaulting retail workers may aid in addressing serious crimes, it will not effectively tackle the pervasive rudeness and disrespect faced by employees daily. The charity has observed a shift from occasional frustration to routine abuse, leading many workers to feel undervalued and demeaned, ultimately impacting their mental well-being and job satisfaction.
