Beset by customer violence, workers demand protection
NEW YORK >> There was the customer who stomped on the face of a private security guard. Then the one who lit herself on fire inside a store. The person who drank gasoline and the one who brandished an ax. An intoxicated shopper who pelted a worker with soup cans. A shoplifter who punched a night manager twice in the head and then shot him in the chest.
And there was the shooting that killed 10 people, including three workers, at the King Soopers supermarket in Boulder, Colorado, in March 2021. nother shooting left 10 more people dead at a Buffalo, New York grocery store last month.
In her 37 years in the grocery industry, said Kim Cordova, a union president in Colorado, she had never experienced the level of violence that her members face today.
So when she was negotiating contracts for 21,000 grocery workers in Colorado this past winter, the usual issues of wages and scheduling were certainly on the table. Just as critical at contract talks, if not more so, was safety.
“What happened with COVID?” said Cordva, president of Local 7 of the United Food and Commercial Workers. “People have changed. Sometimes I wonder if I am living in a Netflix movie. This can't be real.”
The union negotiated a contract that ensures workers have the right to defend themselves if a customer attacks them. It is a grim acknowledgment of not only the violence plaguing many facets of American society but the increasing unwillingness of retail employees to keep turning the other cheek to crime in their stores.
During the early months of the pandemic, stores became tinderboxes for a society frazzled by lockdowns, protests and mask mandates.
Many workers say that tension persists, even as pandemic tensions recede, and that they need more protections.
According to a New York Times analysis of FBI assault data, the number of assaults in many retail establishments has been increasing at a faster pace than the national average.
From 2018 to 2020, assaults reported to the FBI by law enforcement agencies overall rose 42%; they increased 63% in grocery stores and 75% in convenience stores. The assault numbers can fluctuate depending on how many local police departments and other law enforcement agencies report to the FBI, and more departments reported in 2020 than 2018. Of the more than 2 million assaults reported to the FBI by law enforcement agencies across the country in 2020, more than 82,000 — about 4% — were at shopping malls, convenience stores and other similar locations.
Last year, the FBI said, more than half of active shooter attacks — in which an individual with a gun is killing or trying to kill people in a busy area — occurred in places of commerce, including stores.
“Violence in and around retail settings is definitely increasing, and it is a concern,” said Jason Straczewski, a vice president of government relations and political affairs at the National Retail Federation.
Tracking retail theft is more difficult because many prosecutors and retailers rarely press charges.
While the political debate swirls about the extent of the crime and its causes, many of the people staffing the stores say retailers have been too permissive of crime, particularly theft.
Some employees want more armed security guards who can take an active role in stopping theft, and they want more stores to pemanently bar rowdy or violent customers, just as airlines have been taking a hard line with unruly passengers.
Store employees have begun capturing episodes of violence, either against workers or between customers, on their phones in an effort to bring attention to the problem.