Copyright birminghammail
Shops are seeing a big rise in abuse and attacks by customers as staff say they feel "disrespected" and "made to feel like nothing" every day. One in four shop workers says they have suffered physical assault while working. Nearly half of shop staff (44 per cent) reported experiencing abuse or attacks weekly, marking a 10 per cent rise compared to the previous year, new research from the Retail Trust reveals. A separate YouGov survey commissioned by the trust found that one-third of Britons have witnessed someone being rude or abusive towards a shop worker within the past year. "What was once occasional frustration has become routine abuse," Chris Brook-Carter, chief executive of the Retail Trust, said. "We're being contacted by people who are ignored, disrespected and shouted at every single day," he added, as reported by City AM . READ MORE: The situation is getting worse despite shop bosses spending unprecedented amounts on protective measures. Retailers invested £1.8 billion last year, representing a 50 per cent increase from 2023, including CCTV systems, security staff, and body-worn cameras. The escalating mistreatment of shop staff is driving many away from the sector, with almost half considering leaving their position or abandoning retail entirely. "I've had nightmares, panic attacks, and flashbacks thanks to the abuse I've suffered," Michael, a 25-year-old former store manager from Dundee, said. "I always wanted to work in retail, but I left the industry altogether in January due to the impact this was having on my mental health . "We had a lot of shoplifters in the area and whenever I tried to stop them, I'd be shouted at, spat at, punched and kicked. Other people would look down their noses and talk down to you simply because you worked in retail, so we were getting daily abuse from all sides," he said. The assault of shop workers is set to become a standalone offence with a maximum prison term of six months as part of the Crime and Policing Bill currently moving through Parliament, but experts say the core problem is public attitudes. "Making the assault of a retail worker a specific offence will help the police deal with serious crimes, but it will do little to stop the rudeness, hostility and contempt that shop workers tell us they face during every shift," Brook-Carter said. Stephanie, who works for an independent retailer in Conwy, Wales, said that the issue has worsened as Brits become more accustomed to shopping online. Brits are the heaviest online shoppers in Europe, spending £1,993 per person every year – the third-highest figure globally, according to e-commerce firm MobiLoud. "Expectations of how long it takes to shop in real life have gone out the window," she said. "Particularly in the last year, it's got really bad... it makes you feel like you're not a person and that you're absolutely nothing to them."
