“I was spat at by a member of the public. I had tins of food thrown at me.”
“A shoplifter grabbed my arm and scratched it. A customer told me the shop is a f**king joke and she would wipe the smile off my face.”
“Daily personal insults. Swearing because I can’t sell them alcohol because they’re drunk. One squared up to me and threatened me with physical violence.”
“I was racially abused – and the shoplifter threatened my children.”
These are the words of workers on the frontline of the shoplifting epidemic – painting a picture of assault, racial abuse, sexual assault and verbal attacks.. Retail trade union Usdaw today launches shocking statistics from their annual survey of nearly 10,000 retail staff – showing how abuse and threats continue to grow, with violence remaining at double pre-pandemic levels.
In the last twelve months, 77 per cent of retail staff experienced verbal abuse – a shocking seven per cent increase on last year and up from 68 per cent in 2019. Some 53 per cent were threatened by a customer – up 10 per cent from 2019 and 7 from last year. Meanwhile assaults were down to 10 per cent – from 18 per cent last year – but still double the level of 2019.
The new statistics come as Labour brings in tough new laws on shoplifting and shopworker safety – after campaigning by the Mirror, USDAW and the Co-operative Party.
The new Crime and Policing Bill to Parliament included several wins for our Clampdown on Shoplifting campaign – as Home Secretary Yvette Cooper introduced legislation to make assaulting a shopworker a standalone offence, remove the £200 minimum on investigating theft and to protect shopworkers from violent offenders.
“I was spat at by a member of the public,” says Stuart Batchelar, 62, from Warwickshire, an USDAW member who has worked in retail for 12 years. “I had tins of food thrown at me, and I was sworn at.
“I know workers who got assaulted and ended up taking time off work because it affected their mental health – and I know two or three people who have left retail because of the abuse we get. People just get angry for no reason, sometimes it is just petty reasons, like if we haven’t got an item in stock, or there has been a price increase, it is not down to the people who work there.
“You don’t go to work to get assaulted or threatened by someone. Nobody should go to work in fear, we go to work to earn a living and support our family. Workers need protection. Sometimes you go into work and think, ‘what will happen today’. I recall an incident when there was a physical fight with one of the managers.
“I’ve seen a lot more abuse in retail, it is wrong, we know there is a rise in thefts now, people just walk in and walk out with stuff, there isn’t even an attempt to pay for the goods. Retail staff can’t stop them anymore.”
The increases in incidents come as official statistics show shoplifting has nearly doubled since the pandemic – rising by 23 per cent last year. The survey also found that while the situation has improved since the exceptionally high levels during the pandemic, abuse, threats and assaults remain higher than pre-Covid levels in 2019.
As part of our Mirror-USDAW investigation on shopworker assaults, we spoke to Finnola Tzagkaraki, 54, a supermarket worker from London who was racially abused at work.
“I had a situation where there was a thief in the store,” she told us. “I approached him and asked if needed help with anything. It was so scary – my legs were shaking. He started shouting racist abuse, shouting about ‘white society’, saying what he’d do to my children. Luckily management and security came over, but it was terrifying and really upsetting.”
She also told us of the horror stories she hears as a union rep. “Something has definitely changed,” she says. “There has always been shoplifting, someone would take a loaf of bread… In the last few years, people are organised, there are gangs, people coming in and emptying the shelves.
“As part of my work with the union I’ve heard some shocking horror stories. Surveys have shown there is an increased use of weapons – people coming in with hammers, knives, even machetes. Clearing shelves of anything from medical supplies to chocolates, going behind counters to take cigarettes, vapes. It’s terrifying and something no-one should have to face at work.”
Stuart Batchelar welcomed the new legislation from Labour to make assault on staff an offence and to prosecute thefts under £200. “The law to make assault on staff an offence, it’ll be a game-changer in retail – and will boost confidence in working in retail,” he says.
“People don’t realise there is a £200 threshold, so if you walk in and steal £175 worth of items, nothing is going to happen to you. At the moment, you could do that three or four times a day, and nothing will happen to you.”
A Home Office spokesperson said: “Nobody should be attacked whilst at work. Working closely with USDAW, this government is taking robust action to tackle shop theft and protect retail workers.
“We have introduced a new specific offence for assaulting retail workers, ensuring they are protected from abuse and violence, and have ended the effective immunity for shop theft of goods under £200.
“After years of declining police officer presence in our communities, we have also doubled funding to £200 million to help forces kickstart the delivery of 13,000 more neighbourhood police officers, which will protect our town centres and make this country’s streets safer.”
USDAW’s members’ survey also heard of a range of threats and assaults experienced by retail staff. “Homophobic comments, threats to hurt me because I refused a sale, mocking me when asked for ID,” one shopworker reported. “I was once held up at knifepoint. Often told to f**k off.”
Another said: “As I was leaving work, I was confronted by a man who came straight at me and physically hit my shoulder without any reason or motive.”
Another worker reported: “Aggressive and rude, no manners, just push their way in. Blame you for things not being stocked anymore. Hit with trollies or baskets without a sorry.”
And yet another: “Threatened and attempted assault for note checking. Been asked out, he refused to take it. I already have a partner. Pushed me against the wall.”
TUC boss Paul Nowak praised the work of USDAW and the Mirror in standing up for shop-workers. “No one should ever be unsafe while at work,” he said. “Yet far too many shop and retail workers are facing relentless abuse. This is unacceptable.
“We welcome the work of USDAW and so many others – including The Mirror – who for so long have campaigned to secure shopworkers’ safety. And we welcome the Government’s new measures that will increase safety for workers, businesses and customers.”
