Interim results from over 4,000 retail staff responses show that in the last twelve months:
- 69% have experienced verbal abuse.
- 45% were threatened by a customer.
- 17% were assaulted.
- 70% of these incidents were triggered by shoplifting and two-thirds of those were linked to addiction.
The annual Respect for Shop workers Week runs from 11-17 November, with Usdaw members raising awareness of the union’s year-round Freedom From Fear Campaign and talking to the public to promote a message of ‘respect for shop workers’.
Paddy Lillis – Usdaw General Secretary says: “It is shocking that over two-thirds of our members working in retail are suffering abuse from customers, with far too many experiencing threats and violence. Seven in ten of these incidents were triggered by theft from shops, which is clearly the result of a 29% increase in police recorded shoplifting over the year to June. It has become increasingly common for retail stores to be targeted by organised crime gangs stealing to order amid a retail crime epidemic.
“Our survey demonstrates that theft from shops is not a victimless crime, with incidents regularly being a major flashpoint for violence and abuse against shop workers. Having to deal with repeated and persistent theft and even looting can cause issues beyond the incident itself like anxiety, fear and in some cases physical harm to retail workers. Our members are reporting that they are often faced with hardened career criminals in their stores and much of the abuse they suffer is from those who are stealing to sell goods on, often to fund an addiction.
“After 14 years of successive Tory governments not delivering the change we need on retail crime, we are pleased that the new Labour Government announced a Crime and Policing Bill in the King’s Speech. This new legislation will deliver a much-needed protection of shop workers’ law; end the indefensible £200 threshold for prosecuting shoplifters, which has effectively become an open invitation to retail criminals; along with town centre banning orders for repeat offenders. The Chancellor announced in the Budget funding to tackle the organised criminals responsible for the increase in shoplifting and the Government has promised more uniformed officer patrols in shopping areas. It is our hope that these new measures will help give shop workers the respect they deserve.
“This week, Usdaw activists will be campaigning in their workplaces and communities calling on the shopping public to ‘respect shop workers’ and ‘keep your cool’, particularly in the run-up to Christmas when the number of incidents increases as shops get busy and customers become frustrated. This is a hugely important issue for our members and they are saying loud and clear that enough is enough.”
Voices from the frontline: These are some of the comments shop workers shared when responding to Usdaw’s survey:
- “Shoplifter grabbed my arm and scratched it. Customer told me the shop is a f**king joke and she would wipe smile off my face.”
- “Aggressive and rude, no manners, just push their way in. Blame you for things not being stocked anymore. Hit with trollies or baskets without a sorry.”
- “Customer threw items at myself and colleagues. Big gangs of youths behaving badly and refusing to leave the premises when asked to do so.”
- “Homophobic comments, threats to hurt me because I refused a sale, mocking me when asked for ID. I was once held up at knifepoint. Often told to f**k off.”
- “As I was leaving work, I was confronted by a man who came straight at me and physically hit my shoulder without any reason or motive.”
- “Threatened and attempted assault for note checking. Been asked out, he refused to take it I already have a partner. Pushed me against the wall.”
- “Sworn at regularly, particularly by young customers when asked for ID for cigarettes and energy drinks. Had bottles of medicine thrown at me.”
- “Daily personal insults. Swearing because I can’t sell them alcohol because they’re drunk. One squared up to me and threatened me with physical violence.”
- “Was asked if I wanted to get fingered. I’ve also had my buttocks smacked. People threatening to stab my colleagues.”
Notes for editors:
Usdaw (Union of Shop, Distributive and Allied Workers) is one of the fastest growing unions in the TUC and the UK's fifth biggest trade union with around 360,000 members. Most Usdaw members work in the retail sector, but the union also has many members in transport, distribution, food manufacturing, chemical industry and other trades www.usdaw.org.uk
Interim results of the Usdaw’s 2024 survey, based on 4,073 responses, show that: 69% were verbally abused, 45% were threatened. 17% of shop workers had been assaulted. Of those who were abused, threatened or assaulted, 70% said that shoplifting was the trigger and their assessment of the underlying issues was 64% related to a drug and/or alcohol addiction. The final results of the survey will be published in March 2025.
Usdaw’s Freedom From Fear Campaign seeks to prevent violence, threats and abuse against workers by engaging the public, shop workers and the Government. www.usdaw.org.uk/Campaigns/Freedom-From-Fear
For Usdaw press releases visit: http://www.usdaw.org.uk/news and you can follow us on Twitter/X @UsdawUnion