One in five Scots report witnessing shop staff abuse

Abusive behaviour persists across Scotland’s stores

ALMOST a fifth of Scottish shoppers have reported witnessing verbal or physical abuse towards shop staff in the last 12 months, according to a new survey from the Scottish Retail Consortium (SRC).

The new research has revealed that 19% of Scottish shoppers have witness abused across stores in Scotland, including foul or derogatory language, racial or sexual abuse, physical assault or threats with weapons.

David Lonsdale, director of the SRC, said: “Abusive or violent behaviour towards shop staff is utterly reprehensible and wholly unacceptable. These stark figures show witnessing such incidents of theft or abuse has become an all-too-common part of the shopping experience for many Scots.  

“While an incident can be over in a matter of seconds, it can have life-long consequences on those who experience it. Experiencing the reality of retail crime makes shoppers think twice about visiting their local high streets, undermining the health and vitality of Scotland’s retail destinations.”

The new statistics was revealed as part of the joint SRC-Opinium survey. The data also found that 18% of shoppers witnessed shoplifting taking place during the time period, with 7% also stating they have seen people damaging store property such as displays, merchandise and fittings.

The research comes after other reports which have found that retail crime across Scotland has been on the rise over the last 12 months. The Scottish Government reported in February that thefts across retail destinations had increased by 15% in 2025 which represented an increase from 43,556 up to 50,300 crimes in the country.

Lonsdale said: “Despite better legal protections for shopworkers and record spending by retailers on crime prevention we know from member feedback that criminals are becoming bolder and more aggressive.  

“Sustained action is needed to get on top of this scourge and in particular to apprehend and deal firmly with persistent perpetrators. Thankfully, we’re seeing a greater prioritisation being given to tackling retail crime.

“Police Scotland’s new Retail Crime Taskforce has been well received and the early results are encouraging, making for a more difficult environment for shop thieves. However, if we are to truly turn the tide on retail crime it’s crucial this greater prioritisation, funding and focus on persistent offenders and organised criminal gangs which target retailers is seen right across the criminal justice system including in the courts. Those stealing from stores need to know they’ll be apprehended and face the consequences.”