Usdaw survey shows high levels of abuse, threats and violence against retail workers

Joanne Thomas – Usdaw general secretary says: “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. 

“In the last twelve months, the Government has invested in policing, with specific projects to tackle retail crime, and that appears to be having an effect. We welcomed this summer’s town centre crime blitz in over 600 locations, and that it will be repeated this winter. We know that it will take time to turn around 14 years of Conservative police cuts, and the scale of the problem means we also need legislation.

“So we welcome Labour’s Crime and Policing Bill. This new legislation will deliver a much-needed protection of retail workers’ law; end the indefensible £200 threshold for prosecuting shoplifters, which has effectively become an open invitation to retail criminals; along with Criminal Behaviour Orders. The Chancellor announced funding to tackle the organised criminals responsible for the increase in shoplifting and the Government has promised more uniformed officer patrols in shopping areas. It is our hope that these new measures will continue a downward trend in incidents.

“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 - Campaigns, Public Affairs and Policy, 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. It is clear police have changed their response significantly with the implementation of the Retail Crime Action Plan and, the multiple police partnerships we have in place across the UK work effectively to remove the most prolific and persistent offenders off the streets. But this must be just the start. We will continue to invest significantly in implementing a wide range of safety and security measures, we need the police to continue to attend more often and we need the Government to maintain the focus they have on the issue.  Shops and shopworkers - especially small stores on High Streets, on local parades and in small precincts - play a vital role in local communities and we must all continue to do all we can to protect them.”

Voices from the frontline: These are some of the comments shop workers shared when responding to Usdaw’s survey:
•    “The abuse is when I ask for ID for age-restricted goods - mainly energy drinks. Have been sworn at, spat on and accused of being offensive for asking them.”
•    “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.”
•    “Customers make comments about pickers and make feel less of a person, been told to ‘f**k off’.”
•    “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.”