One in three store staff face abuse every week, new report finds

Data from industry charity the Retail Trust has revealed that a third of store staff are spat on, hit or threatened with violence every week by shoppers who are “stressed about rising prices, empty shelves and staff shortages”.

The charity’s survey of more than 1,000 frontline retail employees also found that 90% of staff have been the subject of abuse at work. Some 84% said they had been verbally assaulted, while 31% said they had been threatened with violence. 

More than two-thirds of the workers surveyed said that verbal and physical attacks from shoppers had worsened over the past two years, during the coronavirus pandemic and the cost-of-living crisis. 

Increasing abuse has driven 41% of staff to consider quitting their jobs, while 68% said they were “stressed or anxious about going into work”. 

The findings come after a separate study by YouGov revealed that 47% of people admitted to getting annoyed with a shop worker, delivery driver or customer service personnel during the past year. A fifth of those said they had raised their voice or lost their temper with a retail employee. 

One worker speaking anonymously to the Retail Trust said going to work was “like being a human punch bag, every single day”, while another reported having items thrown at them and being called a “useless b***h”. 

Retail Trust chief executive Chris Brook-Carter said: “Being verbally or physically attacked should never be part of anyone’s job, but we’re speaking to thousands of retail workers who face this kind of abuse on an all-too regular basis, to the point it’s almost becoming normalised.

“We’re hearing daily from retail workers who are being shouted at, spat on, threatened and hit at work. One shopworker was told by a customer that they hoped they got cancer and died. This is having a devastating and long-lasting impact on real people’s lives. Many are extremely anxious about going into work and having to take time off or even quitting.

“We’ve launched the Let’s Respect Retail campaign to end this intolerance epidemic and make our shops safer. Our message at the Retail Trust is clear. Abuse is never part of anyone’s job and if you’re a retail worker encountering abuse, threats or violence, please do report this to your manager and call the Retail Trust’s free helpline if you need any support dealing with your experiences.”

Theo Paphitis, owner of the eponymous retail group that runs the Ryman, Robert Dyas and Boux Avenue chains, added: “Retail colleagues are some of the most passionate and dedicated people out there, ensuring our customers get what they need, as well as being an integral part of our communities.  

“There are many pressures on people at the moment, but there is no excuse for taking frustration out on our retail colleagues, who should be treated with kindness and respect in their workplace, just like anyone else.”