70% of retail staff experience abuse

70% of retail workers in Ireland said that they have personally experienced abusive language or behaviour from customers.

The figures were revealed as part of a survey carried out by Circle K, Maxol, and MrPRICE Branded Bargain, supported by Retail Ireland.

A third of workers that have experienced abuse said that it occurs at least once a week, with foul language and verbal abuse the most common.

More serious abuse was also highlighted - 28% said the abuse was violent, aggressive, or threatening. The research found this was a decrease compared to last year’s figures (35%).

Incidents of abuse related to race or ethnicity were reported by 36% of respondees, and there was an increase of reports of abuse related to gender or sex compared to last year. A third of those responded said that there has been an increase in abusive behaviour in the last year.

One retail worker shared her experience with the Cork Independent.

Alice, who works at a supermarket in Cork city, said she has both experienced abuse herself, and witnessed abuse being directed at her coworkers.

She said on occasions where there were problems with customers not being able to pay due to problems with their cards, she has been called a “slag”, and a “whore”.

She also said she receives regular unwanted attention from male customers.

“Most of the regulars are older alcoholics, and I’d get them hitting on me and asking me out all the time,” she said. She also said her colleagues have experienced similar abuse.

“One of my coworkers was headbutted by a customer because he told her not to steal. There have been a number of cases of physical abuse like that,” she said. The abuse directed at retail staff has raised concerns for employers, as the industry is a major source of employment.

Arnold Dillon, Director of Retail Ireland, said any level of harassment towards retail staff is concerning.

“The findings highlight serious issues, including verbal abuse and incidents of physical assault, which many retail workers continue to face.

“The impact on staff is significant, contributing to mental health challenges, burnout, and increased absenteeism,” he said.