Over half of shop workers now abused or attacked every week, up from 33% two years ago

79% of shop workers have experienced abuse from the public in the past year, with more than half facing weekly abuse

38% say they or a colleague have been filmed without consent, up from 30% last year

Shop workers speak out: ‘We’re expected to be robots, not human beings’ / ‘A video of me got shared online’ / ‘I was hit three times in a shift’

The charity Retail Trust is launching a major UK-wide drive urging shoppers to show greater kindness and respect ahead of the Christmas shopping surge, after 83% of workers say just one positive customer interaction can help them recover from a negative experience

Disrespectful shoppers are subjecting retail workers to growing levels of intimidation, aggression and unwanted filming as abuse against store staff soars, according to the charity calling for a turnaround in behaviour in the run-up to Christmas.

New research for the Retail Trust’s Let’s Respect Retail campaign found 79% of shop workers have faced an abusive or violent situation in the past year compared to 77% in 2025, and more than half (54%) are now targeted weekly, up from 43% last year and 33% in 2024.

It has been accompanied by a sharp rise in the number of shop staff who said they or a colleague had also been filmed without consent by mobile phones or smart glasses, from 30% to 38% in a year.

Almost one in four (23%) said they’d experienced abuse involving a physical attack, such as being kicked or hit, a figure unchanged from the previous twelve months.

The 1,138 shop workers who took part in the Retail Trust’s annual survey* also said:

• 84% have witnessed shoplifting in the past year, and more than a third (35%) witness shoplifting every day.

• 70% of those affected by abuse feel stressed or anxious about going to work, 36% feel unsafe at work and 21% feel unsafe travelling to or from their workplace.

• Almost half (48%) said the worsening abuse has made them want to quit their job or leave the retail industry altogether, up from 43% who said this in 2025.

• More than two-thirds (68%) of shop workers even believe dealing with abusive customers has become ‘part of their job’, while 80% feel they are now expected to put up with rudeness and disrespect.

A separate poll by research firm Early Studies** for the Retail Trust found 36% of shoppers think their friends or family would avoid returning to a shop where they had witnessed staff being abused.

The Retail Trust’s Let’s Respect Retail campaign launches today (Monday 9 November) as part of a dedicated week of action to protect retail workers from abuse and violence. The Retail Trust is working with the Association of Convenience Stores, shopworkers’ union Usdaw and the National Business Crime Centre to run activity across the UK.

‘I had to have stiches on the back of my head’

“We have definitely seen an increase in abuse in our stores,” said Benedict, 45, who owns two shops in south London. “When we opened our town centre store 10 years ago, there were about two to three instances of abuse per week. Now it’s two to three every day.

“We regularly see customers swearing at staff. A couple of young female staff were spat on and received abuse when they asked a shoplifter to hand over the items in his jacket. We’ve had a couple of young female staff leave as people will say they’ll wait for them outside when they finish their shift. It can be very scary for them. It’s another reason why it’s difficult to retain staff. It’s difficult anyway in retail but this doesn’t help the situation.

“I face it as well. There was a time last year when I tried to retrieve a stolen wine bottle from a shoplifter and he started attacking me and hitting me with it. I had to have stitches on the back of my head. It’s very disheartening coming to work and not knowing what kind of day it’s going to be.”

‘I was hit three times during a shift’

“Customers seem to just treat us like ghosts,’ said Jo, 62, a team leader at a convenience store in Northumberland. “You're trying to do a job, and they'll just stop and have a chat right in front of you. Or you run out of something, and you get a terrible attitude from them. People are undoubtedly not as forgiving as they used to be. They aren’t as patient. They're certainly not as respectful. The biggest frustration is the frequent shoplifters. You're getting the same offenders coming in on a regular basis and they know you can't touch them, so they'll just fill bags right in front of you. 

“At times I feel unsafe. I had a colleague who was attacked as he was coming out of the store and I was hit three times during a shift a few months ago.

“I'm aware of people who have just quit because they don't want to work in this sort of environment. I've had discussions with colleagues who have said, ‘I can't do this to myself anymore.’ I've been doing this job a long time, and I would say I'm a fairly strong character, but I have thought about doing something completely different.”

‘A video of me was shared online’

“A video of me dealing with an angry customer got shared on a local community Facebook page seven or eight months ago,” added Charlie, 23, who works for a discount retailer in Shropshire. “To receive the abuse in store in the first place was bad enough, but then to have it filmed by the customer and shared on social media made it infinitely worse. 

“What made it worse was the absolutely vile comments. There were 100 to 150, saying we didn't know what we were doing, that we shouldn't have been in our jobs. People were coming come into the store saying, 'You're that guy from Facebook, aren't you?' It was a really harrowing experience. We go to work to do our jobs, not to have our privacy violated and our competency questioned online.

“Not knowing how much exposure it’s had is scary. I don't know who's seen it anymore or how far it's gone.” 

Calls for shoppers to ‘start with hello’ to appear in thousands of stores

However, 83% of retail employees also said just one positive interaction with a customer during their shift can help them recover from a negative experience. The Retail Trust is now urging shoppers to show greater kindness and respect to shop workers as part of a major drive to tackle worsening levels of abuse ahead of the Christmas shopping surge.

Calls for shoppers to ‘start with hello’ will appear in thousands of stores, shop windows, cinemas and shopping centres across the UK from today, encouraging customers to begin every interaction with a shop worker with a positive greeting.

Screens at major rail stations and Heathrow Airport will also carry the message throughout November and a specially created advert telling audiences ‘one small word can change a whole moment’ will air in cinemas nationwide.

‘Just one positive interaction can lift your spirits’

Among those backing the campaign is Jane, 60, a garden centre worker from Hertfordshire, who said: “I’ve been called stupid, sworn at and spoken to in ways that can leave you feeling awful. Sometimes you’re expected to brush it off immediately, put on a happy face and carry on serving the next customer, even when you’re upset. Doing that over an eight-and-a-half-hour shift can be really difficult, and those experiences can stay with you when you go home. It's almost like we're expected to be robots, not human beings.

“Just one positive interaction can lift your spirits. When a customer says ‘hello,’ takes the time to be nice or says, ‘thank you' it makes you feel valued and puts you in a better frame of mind. It doesn't take much, but it makes a huge difference.”

Shopkeeper Benedict added: “One of the perks of working in a community store is when you receive supportive feedback from customers. It always cheers me up. I think, ‘why should I be grumpy when the previous customer treated me really nicely?’ It’s a morale boost”

Employees at some of the country’s biggest retailers and shopping centres, including Next, Bluewater and Liverpool ONE, are also being given more support by the Retail Trust to help them respond to and deal with abusive incidents.

Chris Brook-Carter, chief executive of the Retail Trust, said: “Our country’s shop workers have had enough of being shouted at, threatened, and treated with contempt. We’re hearing from people who are frightened to come into work because they don’t know what they’ll face that day, and from others who have been pushed to breaking point by repeated abuse.

“Retail is one of the few places where millions of strangers still interact face-to-face and there has been a disturbing shift over the last few years where behaviour that would once have been considered completely unacceptable is increasingly being seen as part of the job. This is damaging people’s confidence, destroying morale and driving good people out of a sector they once loved.

“Most people do the right thing, but when a minority don’t, the rest of us have a role to play in making sure shop workers still feel seen and valued. No one should face abuse at work and respect can start with something as simple as looking someone in the eye, showing a little patience or simply saying, ‘hello.’”

Helen Dickinson, Chief Executive of the British Retail Consortium, added: “No one should go to work fearing for their safety, yet the Retail Trust’s findings are a stark reminder that violence and abuse against retail workers remain endemic.

“The BRC is proud to support the Let’s Respect Retail campaign ahead of the busy Christmas period, reminding us all that starting with a simple ‘hello’ and showing a little kindness can make a world of difference to the people behind the counter. The three million who work in retail tirelessly to serve our communities deserve it.”

Theo Paphitis, chairman and owner, Ryman, Robert Dyas, Boux Avenue and London Graphic Centre, said: "After almost 50 years in retail, I can tell you that what keeps store teams going is a genuine love for their work, their customers, and their communities. My long-standing colleagues are proof of that dedication.

“I applaud the Let's Respect Retail campaign because kindness isn't optional, it's essential and our retail colleagues deserve a positive work experience. Small moments go a long way, and right now, our high streets and hardworking store colleagues need that positivity more than ever."

Tracey Clements, chief retail, logistics and supply chain officer at Sainsbury's, said: "These figures show the devastating impact retail crime is having on shop workers across the UK and how commonplace this behaviour has become, with the majority of retail colleagues now experiencing abuse, threats or intimidation every single week.

"Making sure our colleagues and customers feel safe is our absolute priority, which is why we're investing heavily in measures to identify those who cause harm when they enter our stores, prevent them from returning and work with the police to make sure they're held responsible for their actions. No retailer can tackle this alone and we're standing with the Retail Trust to ask everyone to treat the colleagues helping them with the kindness and respect they deserve."

Chris Evans MP, Chair, All Party Parliamentary Group on Customer Service, said: “It is never acceptable for anyone to be abused simply for doing their job. I’m shocked by the increasingly common stories I hear in my constituency which is supported by this new research from the Retail Trust that shows over half of all shop workers feel targeted by abuse every single week, up from a third just two years ago. That’s why I’m backing their campaign to Let’s Respect Retail as part of a dedicated week of action to protect retail workers from abuse and violence.

“I welcome Government moves to make retail crime a specific offence and to put more investment into our high streets. However, it should move quickly to bring forward the commencement date of that legislation and also look to invest more in the wellbeing of retail workers as part of its newly announced High Streets Strategy.”

Assistant Chief Constable, Alex Goss, retail lead for Merseyside Police said: "As the first force in the UK to work with the Retail Trust, we believe it is really important to invest in supporting retail workers to equip them with the skills and knowledge to deal with difficult situations as we continue to tackle retail crime and attacks on retail workers. 

“It is not right that retail workers are subjected to abuse which is both phycological and physical when they go to work.  Across Merseyside we are tackling retail crime by putting more officers in areas where they are needed, we have developed more efficient ways of processing offenders quickly through the courts with the use of our digital evidence initiative, Operation Dale, which enables officers to go back out into the community to continue our work to pursue prolific offenders who cause distress and fear. Retail crime is not victimless, and offenders will face the full force of the law."

Asif Aziz OBE, retail director at EE, said: “These findings are deeply concerning. Retail staff are the unsung heroes of our industry and should never have to face abuse, intimidation or violence simply for doing their jobs. We’re proud to support the Retail Trust’s Let’s Respect Retail campaign and its call for greater kindness and respect towards shop workers.

“At EE, the safety and wellbeing of our retail colleagues is of the utmost importance. We want every member of our team to feel safe, supported and valued at work, and we’re committed to creating an environment where they can thrive. A simple hello really can make a difference. We hope this initiative encourages everyone to treat retail workers with the respect they deserve.”

Andrew Jurd, head of retail HR at NEXT, said: “At NEXT, we are committed to supporting the Retail Trust’s Let’s Respect Retail campaign and join others across the industry in encouraging basic kindness, patience, and respect in our shops. Nobody should have to put up with aggression or abuse just for doing their job.

“We know the daily pressures and difficult customer interactions our store teams can face, and we want to ensure they have practical backing, straightforward ways to report incidents, clear safety guidance, and dependable wellbeing support and resources whenever they need them.”

Lindsay Haselhurst, chief operating officer at Currys, said: Our colleagues, in store and out on the road, work hard all year round to help customers enjoy amazing technology, and the festive period is no different. It’s simply unacceptable for anyone to face abuse while simply doing their job.

“We’re proud to support the Retail Trust’s Let’s Respect Retail campaign, which asks everyone to treat retail workers with the respect they deserve. Everyone should feel safe at work.”

Will Crumbie, CEO of FatFace, said: "FatFace is proud to support the inspiring work of the Retail Trust and its Let's Respect Retail campaign. Kindness and community are at the heart of our brand, and we believe no one should have to face abuse or intimidation in the workplace.

“As we approach the busy festive season, we all have a responsibility to treat shop workers with courtesy and compassion. Even the smallest act of kindness can make a huge difference, helping to ensure our high streets remain welcoming places for everyone working in retail."

Anthony Houghton, group CEO at Holland & Barrett said: “I'm incredibly proud of our colleagues who, every day, share their expertise to help people take positive steps towards living better for longer. They bring health and wellness into the heart of our communities, and it's only right that they feel safe and respected at work.

“A little patience and kindness can make someone's day, but abuse can have a lasting impact. Nobody should have to put up with that simply for doing their job. That's why we're proud to support the Retail Trust's Let's Respect Retail campaign and help make our high streets better places for everyone.” 

Gill Smith, managing director at The Perfume Shop, said: “Nobody should come to work expecting abuse, threats or intimidation to be part of their job. Whether somebody has worked in retail for two weeks or twenty years, our industry should never allow unacceptable behaviour to become normalised. At The Perfume Shop, we want our colleagues to know that when something happens, we’ve got their back. That means listening to their feedback, encouraging them to report incidents, learning from what they tell us and continually looking at what more we can do to keep them safe.

“We're proud to support Let’s Respect Retail. Its message is simple but important: a little patience, understanding and courtesy can make a real difference. A smile, a kind word or a simple thank you costs nothing, but can brighten someone's day. Respect should be something everyone can expect when they come to work, and together we can help create a more positive retail environment for colleagues and customers alike.”

Clare Reynolds, VP of international people & culture at Cineworld Cinemas said: “At Cineworld, we know that great experiences are shaped not only by what happens on screen, but also by the positive interactions customers have with our teams. That's why we're proud to support the Retail Trust's Let's Respect Retail campaign, helping to share a simple but powerful message: that respect starts with saying hello.

“Through our digital media network across cinemas nationwide, we're pleased to help amplify the campaign and extend its reach to audiences across the UK. We are happy to help shine a light on the vital contribution retail workers make every day and encourage greater kindness and respect in every customer interaction.”

Gareth Heald, head of retail leasing at Places for London, said: "At Places for London, we're committed to creating destinations where businesses, customers and communities can thrive. Retail workers are fundamental to that success, and no one should face abuse or intimidation while doing their job. We are therefore proud to support the Retail Trust's Let's Respect Retail campaign and encourage everyone to show the courtesy and respect that frontline retail teams deserve every day."

Mark Gleeson, Auror, general Manager, UK and Europe, said: “We’re proud to stand shoulder-to-shoulder with our retail, police and industry partners in supporting the Let’s Respect Retail campaign and national week of action against retail crime.

“Violence, abuse and intimidation towards frontline colleagues is unacceptable. With three million retail workers across the UK, this problem impacts so many of our loved ones - nobody deserves to feel unsafe when they go to work Every day, our retail partners work diligently to identify the offenders causing the most harm, and take action to keep their colleagues and customers safe.”

Others supporting the Retail Trust’s Let’s Respect Retail campaign include Foot Anstey, Manhattan Associates, Maze, Reveal Media, Sensormatic, Usdaw, VoCoVo, Worldpay and Zebra Technologies.

Alasdair Field, CEO at Reveal Media, said: “Nobody should go to work expecting to be abused. We’re proud to support Let’s Respect Retail and its call for greater kindness towards the people who serve us.

“Keeping colleagues safe takes retailers, technology partners and the police working together, and it shouldn’t stop when an incident does. Colleagues deserve to feel heard, taken seriously and supported.”

Gøril Wold Wægger, Vice President Sales & Marketing at Maze, added: “We support the Retail Trust because we believe the people working in stores are what makes retail work. Reading that almost half of them have considered leaving the industry is hard.

Every good customer experience is created by a person, and that person deserves to be treated with respect. This Christmas, we hope every shopper remembers that the colleague serving them is a person too, and that a simple hello can change their whole shift. We are proud to support Let’s Respect Retail.”

Get involved in the Let's Respect Retail campaign.

Download the respect in retail report 2026.

View the open letter from Britain's retail community.