MENTAL HEALTH CRISIS HITS SHOP WORKERS AS ABUSE AND SHOPLIFTING SURGE
SHOP STAFF FACE DAILY ABUSE AS CHARITY CALLS FOR RESPECT ON THE HIGH STREET
Retail workers across Britain are facing unprecedented levels of abuse, with many saying the stress has left them anxious, unsafe and ready to leave the sector altogether.
A new report by the Retail Trust has revealed that more than three-quarters of shop workers have experienced intimidation or harassment in the past year, and nearly a quarter have been physically assaulted. The figures highlight the mental and emotional toll of rising retail crime — and the urgent need for cultural change among shoppers.
According to the survey of 1,000 retail employees, 43% said they are abused or attacked every week, up from a third last year. Nearly half believe abuse has worsened over the past two years, while 45% now say they feel unsafe at work.
In a separate YouGov poll commissioned by the charity, a third of Britons admitted witnessing someone being rude or abusive to a shop worker in the past year — a stark reminder that poor behaviour has become commonplace on Britain’s high streets.
The findings underpin the Retail Trust’s new “Let’s Respect Retail” campaign, launched to encourage shoppers to bring civility back to the high street through simple acts of kindness — such as saying hello, thank you, or offering a smile.
“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,” said Chris Brook-Carter, chief executive of the Retail Trust. “What was once occasional frustration has become routine abuse… It’s time for this to stop. Even the simplest acts of recognition can make a huge difference for people who are facing daily hostility.”
Mental health toll on retail workers
The data paints a worrying picture of mental health across the sector. Among those experiencing abuse, 62% reported feeling stressed or anxious before starting work, while 43% said they were actively looking to quit retail altogether.
Workers shared deeply personal accounts of the toll such behaviour takes.
“I’ve had nightmares, panic attacks and flashbacks thanks to the abuse I’ve suffered,” said 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.”
Others described a lack of empathy from customers. “Particularly in the last year it’s got really bad,” said Stephanie, 42, from Conwy, Wales. “People will come in and immediately start tutting. Their expectations of how long it takes to shop in real life have gone out the window and it makes you feel like you’re not a person.”
Nicola, 59, who left her Oxford Street job after a decade, said the abuse became unbearable. “You wouldn’t believe how many people just can’t put their phone away for a millisecond while they finish their purchase. Things were always worse at Christmas… For sanity purposes, I just had to leave.”
Industry joins call for change
Retail giants and property groups have thrown their support behind the campaign, warning that the scale of abuse is driving staff out of an already struggling industry.
Helen Dickinson, chief executive of the British Retail Consortium, said: “The appalling level of violence and abuse against our retail colleagues has got to stop. No one should ever go to work fearing for their safety. We remind customers to be kind and respectful to retail workers as well as fellow customers.”
Karen O’Rourke, managing director at H&M UKIE, added: “Everyone deserves to feel safe, valued, and supported at work, but the impact of rising abuse is unacceptable. Retail is a cornerstone of our communities and economy, employing millions. We urge every customer to shop with empathy, especially during the busy festive season.”
The campaign has also received backing from major brands, including bp, Holland & Barrett, and Landsec, who are urging shoppers to “help restore humanity” in retail environments.
Jo Hayward, vice president of mobility and convenience retail at bp, said: “Everyone deserves to feel safe, respected and valued at work. Our retail colleagues are the heartbeat of our business and a key part of communities.”
Anthony Houghton, group CEO at Holland & Barrett, commented: “Sadly, we’re seeing more incidents of abuse towards retail workers, and that’s just not okay. Everyone should be able to come to work, or to shop, feeling safe and supported.”
Bruce Findlay, managing director of retail at Landsec, said the sector must act decisively: “Retail employees are vital to the health and growth of the industry. If those who operate and invest in retail want to succeed, it’s only right that we do everything we can to create a safe and supportive environment.”
The Retail Trust is also providing free training and a 24-hour wellbeing helpline to help shop workers cope with the pressures of public-facing roles. Its new campaign will be displayed on big screens across the UK this month to remind shoppers that kindness costs nothing — but means everything.
