Retail workers have faced a big increase in workplace verbal, physical or sexual harassment sparked by some shoppers’ reactions to Covid-linked restrictions such as wearing masks, according to a new study by law firm Foot Anstey.
Nearly two-thirds have experienced offensive behaviour at work from angry customers since the pandemic started, with many suffering from increased levels of stress and anxiety as a result. 
And while most restrictions have now been eased, two-thirds of retail staff say they would feel safer if masks, screens and social distancing continued for foreseeable future
Underlining this is the view of 52% that lifting many restrictions in July had exacerbated – not diminished – the level of harassment, while 65% believed there were not enough laws in place to protect shopworkers.
The survey followed an open letter organised in July by the British Retail Consortium and signed by the leaders of 100 retailers, including Ikea, Sainsbury’s and Tesco, calling for greater legal protection for retail works.
Foot Anstey’s survey of just over 1,000 shopworkers found that 61% had experienced some form of offensive behaviour while working for their current employer, causing them more stress (45%), anxiety (43%) and a loss of self-esteem (19%).
Exactly half said there had been a rise in harassment during the pandemic, with 95% of them suffering more verbal harassment, 20% more physical harassment and 5% more sexual harassment. 
Shopworkers identified masks (57%), social distancing (45%), limits on customer numbers in store (38%) and stock shortages (36%) as the main causes of confrontation.
However, 72% agreed having Covid-related safety measures in stores made them feel safer, versus just 10% who did not.
Reflecting unease about returning to pre-pandemic working environments, 65% of retail workers surveyed wanted to see masks, protective screens (65%) and social distancing (64%) remain in place for the foreseeable future, and 37% wanted a continued limit on numbers in-store.
Some 65% wanted zero tolerance messages given to customers while 42% highlighted a need for clear guidance on how to report harassment.
Bristol-based Foot Anstey partner and head of retail and consumer Nathan Peacey, pictured, said: “Our 2021 study paints an unpleasant picture of the experiences of many retail workers during the Covid-19 pandemic.
“It is concerning to see that the majority of these keyworkers faced physical, sexual or verbal harassment as they went about their daily work, and that significant numbers experienced mental health issues as a direct result.
“Creating safe places to work and shop is a key theme for retailers, and we have seen them increase the pressure on government to take effective steps, whilst doubling down on their own efforts to look after their people.
“Retail workers told us they felt there were not enough laws in place to protect them. It is essential that existing laws are enforced, or news ones brought in, to support retailers’ own protocols, guidance and response measures and support those on the retail frontline feel safer and supported.”
Foot Anstey also has offices in Exeter, London, Plymouth, Southampton, Taunton and Truro.
