Brits called on to stand with retail staff in fight against crime, abuse

As the busy shopping period begins with Black Friday and Christmas around the corner, the British Retail Consortium (BRC) and its retail members are calling on the public to stand together against violence and abuse towards retail workers this Christmas.

From those working in stores, to those delivering goods and those working in customer service centres, everyone deserves a safe Christmas. Christmas is an incredibly complex and challenging time of year for the retail industry, with stores and delivery services working overtime to deliver for customers. Colleagues are extra busy keeping shelves stocked and ensuring products are delivered on time, yet those working in retail are often subject to more violence and abuse during this period.

The plea comes as incidents of violence and abuse become particularly acute of late, with the most recent crime survey from the BRC showing incidents soar to 1,300 every single day. These incidents, which can include everything from threats with weapons and physical assaults to racial slurs, can take a severe toll on the physical and mental health of victims, who must return to work day after day wondering whether they will be targeted.

With up to a third of all retail sales being made online in the run up to Christmas, delivery drivers will be busier than ever. Violence and abuse is not restricted to those working in stores, delivery drivers have been subjected to abuse, physical violence, and threats with weapons. As a result, many are being equipped with protective measures, such as personal safety devices to alert the police of their whereabouts, and DNA spit testing kits.

Retailers are calling on the Government to ensure the standalone offence for assaulting, threatening, or abusing a retail worker is introduced as quickly as possible and applies to all working in the industry. This would send a clear message that such behaviour will not be tolerated, making retail workers safer when doing their job.

Helen Dickinson, Chief Executive of the British Retail Consortium, said,“As the clock runs down to Christmas, retail colleagues will be working extra hard to look after customers, helping them find what they need, keeping shelves stocked, and delivering gifts to people’s homes. While Christmas is an exceptionally busy time, any mistreatment of our colleagues will not be tolerated and we ask the public to stand with us in the fight against retail crime. Confrontations, be it verbal abuse or physical assault, can take a huge toll on victims, their families and their colleagues. Christmas is a time for everyone to enjoy.

What our colleagues face on a daily basis is completely unacceptable. It is vital that the Government sends a clear message and ensures the new standalone offence applies to all consumer-facing roles in retail. Together we can deliver a safer Christmas for everyone, and end the scourge of violence against retail workers.”

Paddy Lillis, General Secretary of Usdaw, added that retail staff working in stores and delivering to customers deserve far more respect than they receive.

"It is shocking that over two-thirds are suffering abuse from customers, with far too many experiencing threats and violence. Seven in ten of these incidents were triggered by theft from shops, which is clearly the result of a significant increase in police recorded shoplifting. “Usdaw activists are campaigning in their workplaces and communities calling on the shopping public to ‘respect shop workers’ and ‘keep your cool’, particularly in the runup 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.”

Chris Brook-Carter, Chief Executive of Retail Trust, said, “We see a rise in the number of people calling the Retail Trust’s helpline every Christmas as stores get busier and shoppers take out their frustrations on staff. Shop workers tell us they have products thrown at them and smashed up in front of them while those delivering orders get doors slammed in their faces and objects hurled in their direction.

"This completely unacceptable behaviour will leave many with no option but to consider leaving their jobs in the new year due to the understandable toll it takes on their physical and mental health. “The Retail Trust has been running free training in November to give hundreds of retail workers new skills to manage and deal with any difficult situations this Christmas but we’re also asking shoppers to think carefully about the impact they’re having on the people that are working hard to help them. A little bit more patience and kindness will go a long way in making the Christmas shopping experience more enjoyable for everyone.”

Camilla Kater, SVP of Rider & Care at Deliveroo, pointed out that Delivery riders work very hard during the festive season, supporting restaurants and shops to reach customers across the UK.

"We’re urging the Government through our Right to Ride Safely campaign to ensure the standalone offence for assaulting or threatening a retail worker also includes delivery riders given the vital role they play in the retail industry. No one should feel unsafe whilst working, and abuse towards delivery riders should never be tolerated.”