Call for shop staff respect amid toll of abuse

OVER THREE quarters (77%) of shop staff have experienced intimidating behaviour in the last year and a quarter (23%) were physically assaulted according to a new survey of 1,000 workers by the charity Retail Trust*.

Close to half (43%) said they are being abused or attacked every week.

It is a rise of 10% on last year, when 33% told the Retail Trust they were experiencing weekly verbal or physical assaults. 45% felt the abuse had got worse in the last two years.

The findings are backed up by a separate YouGov poll for the Retail Trust which discovered a third (34%) of people have witnessed someone being rude or abusive towards a shop worker in the past year**.  

Some 30% of workers said they or a colleague had even been filmed without their consent for someone’s social media, part of an online trend that saw TikTok star Mizzy jailed in 2023 for terrorising shop workers and members of the public with online pranks.

The Retail Trust is asking people to show respect and kindness to workers in the run-up to Christmas, to reduce the abuse and the impact it is having on their mental health.

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. Some 45% of all shop workers said they now feel unsafe at work.

Let’s Respect Retail

The Retail Trust’s Let’s Respect Retail campaign 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.

Its 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. 

‘I had to leave retail’

“I’ve had nightmares, panic attacks, and flashbacks thanks to the abuse I’ve suffered,” admitted Michael, 25, a former store manager from Dundee. “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.”

The assault of a shop worker could soon become a standalone offence with a maximum prison term of six months, as part of the Crime and Policing Bill currently moving through Parliament.

‘Retail workers are treated as less than human’

Chris Brook-Carter, chief executive of the Retail Trust, said: “Making the assault of a retail worker a specific offence will help the police deal with serious crimes, but it will do little to stop the rudeness, hostility and contempt that shop workers tell us they face during every shift.

“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.”

Shop workers have also taken part in free training run by the Retail Trust last month to help them deal with the rise in antisocial and threatening behaviour, as part of the charity’s campaign to restore dignity to the high street. Big screens in shops and shopping destinations across the country are being used to highlight the campaign later this month.

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.”

* Total survey size was 1,058. The survey took place online between 7 July and 13 August and due to the sensitive nature of the subject was carried out anonymously.

** The research is based on figures from research carried out by YouGov Plc. Total sample size was 2175 UK adults. Fieldwork was undertaken between 16th – 17th September 2025. The survey was carried out online. The figures have been weighted and are representative of all UK adults (aged 18+).