More than half of UK shop workers are now abused or attacked every week, up from a third two years ago, according to new research from the Retail Trust, which is launching a UK-wide drive urging shoppers to show greater kindness and respect ahead of the Christmas trading period.
The charity’s annual survey of 1,138 shop workers, carried out for its Let’s Respect Retail campaign, found that 79% had faced an abusive or violent situation in the past year, compared with 77% in 2025. More than half (54%) are now targeted weekly, up from 43% last year and 33% in 2024.
The increase has been accompanied by a sharp rise in unwanted filming. The proportion of shop staff who said they or a colleague had been filmed without consent on mobile phones or smart glasses rose from 30% to 38% in a year, while almost one in four (23%) said they had experienced abuse involving a physical attack, such as being kicked or hit, a figure unchanged on the previous twelve months.
Shoplifting, Stress and Staff Retention
The survey also found that 84% of shop workers had witnessed shoplifting in the past year, and more than a third (35%) witness it every day. Among those affected by abuse, 70% 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 had made them want to quit their job or leave the retail industry altogether, up from 43% in 2025. More than two-thirds (68%) believe dealing with abusive customers has become part of their job, and 80% feel they are now expected to put up with rudeness and disrespect.
A separate poll of shoppers by research firm Early Studies for the Retail Trust found that 36% think their friends or family would avoid returning to a shop where they had witnessed staff being abused.
Shop Workers Describe the Impact
Benedict, 45, owns two shops in south London, including a town centre store that opened ten years ago.
“We have definitely seen an increase in abuse in our stores. 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.
Benedict, Shop Owner, South London
“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.”
Jo, 62, is a team leader at a convenience store in Northumberland.
“Customers seem to just treat us like ghosts. 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.
Jo, Team Leader, Convenience Store, Northumberland
“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.”
Charlie, 23, works for a discount retailer in Shropshire, where a video of him dealing with an angry customer was shared on a local community Facebook page.
“A video of me dealing with an angry customer got shared on a local community Facebook page seven or eight months ago. 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.
Charlie, Shop Worker, Discount Retailer, Shropshire
“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.”
A Call to Start With Hello
The research also found that 83% of retail employees say just one positive interaction with a customer during a shift can help them recover from a negative experience.
The Let’s Respect Retail campaign launched on Monday 9 November as part of a dedicated week of action to protect retail workers from abuse and violence, with the Retail Trust running activity across the UK alongside the Association of Convenience Stores, shopworkers’ union Usdaw and the National Business Crime Centre.
Calls for shoppers to ‘start with hello’ will appear in thousands of stores, shop windows, cinemas and shopping centres across the UK, encouraging customers to begin every interaction with a shop worker with a positive greeting. Screens at major rail stations and Heathrow Airport will carry the message throughout November, and an advert telling audiences ‘one small word can change a whole moment’ will be shown in cinemas nationwide.
Jane, 60, a garden centre worker from Hertfordshire, is among those backing the campaign.
“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.
Jane, Garden Centre Worker, Hertfordshire
“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.”
Benedict also described the effect of supportive customers on staff morale.
“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”
Benedict, Shop Owner, South London
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.
Industry and Political Support
Chris Brook-Carter, chief executive of the Retail Trust, said the charity was calling for a turnaround in behaviour.
“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.
Chris Brook-Carter, Chief Executive, Retail Trust
“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.’”
The British Retail Consortium is supporting the campaign, as is Theo Paphitis, whose retail businesses include Ryman, Robert Dyas, Boux Avenue and London Graphic Centre.
“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.
Helen Dickinson, Chief Executive, British Retail Consortium
“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.”
“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.
Theo Paphitis, Chairman and Owner, Ryman, Robert Dyas, Boux Avenue and London Graphic Centre
“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.”
Sainsbury’s recently became the largest grocer to back Let’s Respect Retail.
“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.
Tracey Clements, Chief Retail, Logistics and Supply Chain Officer, Sainsbury’s
“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.”
The campaign has also been backed by Chris Evans MP, chair of the All Party Parliamentary Group on Customer Service, and by Merseyside Police.
“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.
Chris Evans MP, Chair, All Party Parliamentary Group on Customer Service
“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.”
“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.
Alex Goss, Assistant Chief Constable and Retail Lead, Merseyside Police
“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.”
Other retailers supporting the campaign include EE, Next, Currys, FatFace, Holland & Barrett and The Perfume Shop.
“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.
Asif Aziz OBE, Retail Director, EE
“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.”
“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.
Andrew Jurd, Head of Retail HR, Next
“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.”
“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.
Lindsay Haselhurst, Chief Operating Officer, Currys
“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.”
“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.
Will Crumbie, CEO, FatFace
“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.”
“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.
Anthony Houghton, Group CEO, Holland & Barrett
“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.”
“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.
Gill Smith, Managing Director, The Perfume Shop
“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.”
Others supporting Let’s Respect Retail include Foot Anstey, Manhattan Associates, Maze, Reveal Media, Sensormatic, Usdaw, VoCoVo, Worldpay and Zebra Technologies. The campaign follows the Retail Trust’s Smiles of Respect campaign, which it launched nationwide in November last year.
Terry Clark is the Publisher and Content Director of 365 Retail, with more than a decade of experience covering retail design, technology innovations, store openings and the wider retail industry. He also works closely with leading retailers, suppliers, agencies, events and industry awards across the UK.
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