Almost Half of Shop Workers Threatened by Customers as Christmas Rush Begins, Survey Finds

Updated 9 Nov 2026, 21:11 · First published 9 Nov 2026

Almost half of shop workers have been threatened by a customer in the past year, and around one in eight have been assaulted, according to new figures released as a national week of action against retail abuse begins today.

The interim results of shopworkers’ union Usdaw’s 2026 Freedom From Fear survey, based on responses from 2,000 retail staff, also found that more than two-thirds had suffered verbal abuse. Workers described being threatened with stabbing by a shoplifter, spat at for refusing to sell alcohol, and shouted at by customers angry about queues.

Read more: No Elizabeth Line Between Stratford and Romford Over Christmas – Dates and How to Get Around

“Violent incidents are increasing”

Usdaw general secretary Joanne Thomas said the results showed a slight fall in abuse and threats, which she linked to a recent dip in shoplifting and the Government’s investment in policing. “However, it is very worrying that violent incidents are increasing,” she said.

Chris Brook-Carter, chief executive of the Retail Trust charity, said shop workers have “had enough of being shouted at, threatened, and treated with contempt”. He added: “This is damaging people’s confidence, destroying morale and driving good people out of a sector they once loved.”

A week of action across the country

For the first time, four retail campaigns have joined forces for a national week of action running from Monday 9 to Sunday 15 November, backed by crime and policing minister Sarah Jones and 20 police forces.

Usdaw is asking shoppers to “Keep Your Cool” as stores get busier before Christmas, and urging staff to “Report It – Sort It” when they are abused. Sarah Jones said: “Retail workers are the backbone of our high streets,” adding that “retail crime is not minor.”

Work in a shop? If you are threatened or assaulted at work, report it to your manager and to the police – call 999 in an emergency or 101 otherwise. The Retail Trust charity also runs a free, confidential helpline for people who work in retail.

Why it matters in London

With Christmas shopping getting under way on Oxford Street and high streets across the capital, retail staff face their busiest – and often most stressful – weeks of the year. Campaigners say a little patience at the till goes a long way.

Photo: Dean Drobot / Shutterstock (illustrative)