A new survey conducted by the Welsh Retail Consortium (WRC) has revealed that more than one in six Welsh shoppers (16%) have witnessed verbal or physical abuse of shop staff in the last 12 months. The findings, based on a WRC-Opinium poll, indicate that incidents of violence and abuse in retail environments are not only occurring but are increasingly becoming a regular part of the shopping experience in Wales.

Impact on Retail Workers and Customers

The survey defines abuse as including foul or derogatory language, racial or sexual abuse, physical assault, and threats with weapons. These incidents, though often brief, can have lasting psychological effects on both employees and witnesses. Sara Jones, Head of the Welsh Retail Consortium, emphasized that such behavior is “utterly reprehensible” and “wholly unacceptable.”

According to the survey, 17% of customers have witnessed shoplifting in the past year, while 8% have seen people damaging store property such as displays, merchandise, and fittings. These acts of theft and vandalism not only threaten the livelihoods of retail workers but also contribute to the rising costs of retail crime in Wales.

The financial burden of retail crime is significant. The Welsh Retail Consortium estimates that crime against retailers in Wales costs tens of millions of pounds annually. This includes not only losses from theft but also the costs incurred by stores to prevent such crimes, such as the installation of CCTV systems, hiring additional security personnel, and using anti-theft devices and body-worn cameras. These costs are ultimately passed on to consumers in the form of higher prices and less convenient shopping experiences.

Call for Legislative Action

Sara Jones expressed disappointment that the Crime and Policing Bill, which would have introduced a standalone offense for assaulting a retail worker, did not receive support in the Senedd earlier this month. The bill, which had been long advocated for by the retail sector, aimed to recognize the scale of violence and abuse faced by retail staff and provide them with legal protections.

“An incident might last seconds, but for workers and bystanders, the impact can last a lifetime,” Jones said. “Given these shocking statistics and the very real impact that retail crime has on our customers, staff and communities, it is essential that a resolution is sought so these measures are not derailed, and that meaningful protections for retail workers are secured without further delay.”

The Welsh Retail Consortium has been campaigning for stronger legal protections for retail workers for years, arguing that the current legal framework does not adequately address the severity of the issue. The proposed bill would have allowed for more targeted and effective responses to incidents of violence in retail settings.

The survey comes amid a broader trend of rising retail crime across the United Kingdom. Similar reports have emerged from other regions, indicating that the problem is not isolated to Wales but is part of a larger national challenge. Retailers across the UK have increasingly reported incidents of verbal abuse, physical violence, and theft, prompting calls for stronger legal and policy responses.

What’s Next for Retail Crime in Wales

The Welsh Retail Consortium is now urging the Senedd to reconsider the Crime and Policing Bill and to take swift action to introduce measures that protect retail workers from violence and abuse. The group has also called for increased investment in crime prevention strategies and for greater collaboration between retailers, law enforcement, and local communities.

“Retail workers are on the front line of our communities, and they deserve to be treated with respect and dignity,” Jones said. “We cannot continue to ignore the impact of retail crime on workers and customers alike. It is time for meaningful change.”

The Welsh Retail Consortium has pledged to continue its advocacy efforts and to work with policymakers to ensure that retail workers are protected from violence and abuse. The group has also encouraged retailers to implement additional security measures and to support staff through training and mental health resources.

The survey also highlights the need for greater public awareness of the issue. Many shoppers may not fully understand the extent of the problem or the impact it has on retail workers. By raising awareness, the hope is that communities can come together to address the issue more effectively.

As the debate over the Crime and Policing Bill continues, the Welsh Retail Consortium is preparing to present further evidence to support the need for legislative action. The group has also indicated that it may seek additional funding to support its advocacy efforts and to develop new strategies to combat retail crime in Wales.