More than seven in ten (71%) retail workers experienced verbal abuse from customers in the last year, according to Usdaw.
The new figures mark the return of the trade union’s annual Respect for Shop Workers Week campaign (10-16 November).
A survey of more than 3,000 retail staff found that almost half (48%) had been threatened by customers in the last 12 months, while a shocking 9% had been physically assaulted.
This week, Usdaw members are raising awareness of the union’s year-round ‘Freedom from Fear’ campaign and talking to the public to promote a message of ‘respect for retail workers’.
Shop workers share harrowing encouters with customers
“Have had two shoplifters threaten a visiting male manager who was headbutted by one of them. Got threatened with a crowbar.”
“Customer squared up to me and kicked out at me. Items of shopping thrown. Abused for refusing alcohol. Verbal abuse every day. Called a c**t.”
“Threats like, ‘I will see you outside’, ‘I have a knife’ and ‘you can’t stop me - I am walking out with it’. Customer threw a pack of peaches.”
“Customer grabbed my throat, swore at, things thrown at me. Asked a customer to scan a bag and she got angry and started cursing at me.”
“Man taking pictures of my bum down aisle. Verbal abuse of a sexual nature from some of the older male customers.”“Spat at, kicked, bag thrown at me, car driven at me in car park and told ‘remember you have to leave work at some point’.”
“Shoplifter broke a finger. Swearing, dirty looks. Been told ‘they will get me’, ‘I’m f**king stupid’, ‘’Go f**k yourself’.”
“As a manager, I often have to interject when a staff member is being abused. I often encounter racial slurs.”
Commenting on the survey results, Usdaw general secretary Joanne Thomas said: “This year’s annual survey interim results show a welcome, but slight, downturn in the level of incidents retail workers are experiencing while doing their jobs.
“However, it remains shocking that nearly three-quarters of those working in retail are regularly facing abuse from customers, with far too many experiencing threats and violence.
“This week, Usdaw activists will be campaigning in their workplaces and communities, calling on the shopping public to ‘respect retail workers’ and ‘keep your cool’, particularly in the run up to Christmas when the number of incidents increases as shops get busy and customers become frustrated. This is a hugely important issue for our members and they are saying loud and clear that enough is enough.”
Paul Gerrard, director for campaigns, public affairs and policy at Co-op, said: “We know the tide of criminality can be turned and we have seen a welcome decline in the level of crime in the Co-op during 2025. However, any level of abuse or assaults against our colleagues is too high.
“We welcome the new offence for assaulting retail workers and, ending the £200 theft loophole also sends a loud and clear messages of intent.”
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