Shop Workers In South East Speak Out About Violence, Threats And Abuse

Retail trade union Usdaw have published an annual survey revealing shocking statistics on abuse experienced by shop workers in the South East

From their survey of over 4,600 retail staff, they found (pre-pandemic levels in brackets, from the 2019 survey):

• 71% (67%) have experienced verbal abuse.
• 48% (42%) were threatened by a customer.
• 5% (5%) were assaulted.
• 45% said they were not confident that reporting abuse, threats and violence will make a difference.
• 20% of those who had been assaulted did not report the incident.

These are some of the comments South East shopworkers shared when responding to Usdaw’s survey:

Sussex: “I've been attacked, verbally abused, and threatened to get stabbed.” – “Customer punched my arm.” – “Sworn at and spat at.” – “Every day having to deal with theft, hanging outside shop doors and verbal abuse.”

Berkshire: “Calling me the fat one in the phone shop, a lot of sexism from male customers. Calling me a silly stupid b*tch and I don't know what I am talking about.” - “Told to f*ck off when asking a customer to queue in the correct place.”

Buckinghamshire: “Trying to support checkout staff, I have been told to p*ss off back to where I came from and told they will wait for me outside” - “Rude, shouting , unpleasant.” – “Swearing and threatening behaviour.”

Hampshire: “Abusive customer to another colleague, tried to defuse situation and was verbally abused myself.” – “Refused alcohol to drunk customer, received verbal abuse.” – “A shoplifter hit me on the back of the head when I stopped them leaving.”

Kent: “Head-buts, pushing, shoving, spitting, verbal abuse, threats of being killed - stabbed.” – “Called a tw*t for asking for ID.” “shouted at many times for things that are not in my control.” – “Threatened to wait for end of my shift, called a c**t.”

Oxford: “Covid related - spitting/coughing purposely on me, threatened. Had a customer stalk myself and colleagues.” – “People tutting at me really, the odd ‘useless’ comment and swearing at me.” - “Shoplifter tried to punch me.”

Surrey: “Abuse from customer, told his wife to ram me and another colleague with their trolley and shouting in my face” - “Threatened with weapons and acid.” – “Abuse from drunk customers when told to leave.” – “threats from shoplifters.”

Paddy Lillis – Usdaw General Secretary says: 

“It is heart-breaking to hear these testimonies from South East shopworkers who deserve far more respect than they receive. Our latest survey results clearly show the scale of the appalling violence, threats and abuse faced by shopworkers.

“It is shocking that over 7 in 10 of our members working in retail are suffering abuse from customers, with far too many experiencing threats and violence. While some triggers have been removed, such as face masks and social distancing; the levels of abuse remain higher than before the pandemic.

“Violence and abuse is not an acceptable part of the job. Worryingly 1 in 5 who suffered a physical assault did not report the incident and nearly half of shopworkers are not confident that reporting these issues will make any difference. Our message shopworkers is clear, ‘report it to sort it’.

“Having secured new protection of workers laws in Holyrood and Westminster, there is still much more to do. The Government must provide the co-ordination needed to ensure that retail employers, police and the courts work together to make stores safer places for our members to work.”