Scottish retail staff speak out about increased abuse during the pandemic

Usdaw urges respect for shopworkers

Retail trade union Usdaw is urging customers to respect shopworkers as they today release new statistics showing that 79% of shopworkers say abuse was worse last year.

Scottish shopworkers are speaking out about their own experiences ahead of a new protection of shopworkers law coming into force in August.

The final results of Usdaw’s 2020 survey of 2,729 shopworkers across the UK found that:

• 88% experienced verbal abuse,
• 60% were threatened by a customer,
• 9% were assaulted.

The full report can be downloaded from: www.usdaw.org.uk/FFFReport2020

Scottish voices from the frontline: 

These are some of the comments Scottish shopworkers shared when responding to Usdaw’s survey:

Central Scotland: “I challenged the customer under ‘Think 25’ – he threw his shopping at me and tried to grab me.” – “Punched in back when filling shelf by a customer, just to ask me if I am busy!” – “Told that I’m a f***ing cow.”

Glasgow: “Customer swore at me and hit with sandwich.” – “Varies from comments such as stupid bitch, jobsworth, being told to f*** off or shut up.” – “Finger pointing in face and being poked with finger.” – “Customer trying to punch me on the body.”

Highlands and Islands: “Asking politely to keep a 2 metre distance. Was told to f*** off & get on with my work.” – “Throwing money at me.” – “Verbal abuse, mainly from people influenced by drugs and alcohol.”

Lothian: “People get stroppy about wearing face coverings.” – “Customers have called me an ‘idiot’ for asking for ID.” – “Had a customer grab my bottom when leaning over me to get at products.”

Mid-Scotland and Fife: “Customers take their frustrations out on the staff, being verbally abusive for no reason and treating us like dirt.” – “Threats, coughing in my face, rants at having to wait in a queue.”

North East Scotland: “Shoplifters angry at being challenged.” – “An attempted armed robbery, verbal abuse from shoplifters, verbal abuse from intoxicated customers and verbal abuse from people who’ve been asked for ID.”

South Scotland: “Covid related abuse about social distancing and queues at checkouts.” – “Get verbal abuse asking for ID.” – “customers being nasty, shouting in front of the rest of the queue, and shouting abuse when carrying out Challenge 25.”

West Scotland: “Drunk people unable to accept service refusal, usually verbal also been spat at and threats.” – “When politely explaining our refund policy some people get very abusive when they find out they cannot exchange without a receipt.”

Paddy Lillis, Usdaw General Secretary, says: “It is heart-breaking to hear these testimonies from Scottish shopworkers who deserve far more respect than they receive.

“Our latest survey results clearly show the scale of the appalling violence, threats and abuse faced by shopworkers. It has been a terrible year for our members, with almost 90% of shopworkers suffering abuse, two-thirds threatened and one in ten assaulted.

“We are saying loud and clear that enough is enough, abuse should never be part of the job. At a time when we should all be working together to get through this crisis, it is a disgrace that staff working to keep food on the shelves and the shop safe for customers are being abused.

“So we very much welcomed the ground-breaking legislation to protect shopworkers from violence, threats and abuse, passed by the Scottish Parliament in January. Usdaw has campaigned for many years to secure these legal protections.

“Crucial to the new law having the desired impact is that the public understands that assaulting and abusing shopworkers is totally unacceptable. So we are working with Crimestoppers Scotland, the Scottish Government, police and retailers to promote that message. Our hope is that this new legislation will result in retail staff getting the protection and respect they deserve.”