MajorsJun 23, 2021
Physical Retail Reigns Supreme, LVMH Exec Tells CNBCPolicies & IssuesJun 28, 2021
Retailers Call on Shoppers to Combat Bad Customer Behavior
As customer-employee altercations turn deadly, Tiffany & Co., Movado, and other retailers are asking shoppers to step in.
A new campaign is calling on customers to practice bystander intervention when they see customers mistreating retail workers.
New York—As retail workers face a rise in harassment from customers, nearly a dozen retailers have banded together to ask their customers for help in combating dangerous behavior.
The campaign is a collaboration by nonprofits Open to All and Hollaback!, the Retail Industry Leaders Association, and its corporate retail partners.
The group of retailers include Tiffany & Co. and Movado Group.
Retail workers have seen a surge of harassment from customers, particularly as they attempt to enforce social distancing measures and mask protocols amid the COVID-19 pandemic.
Workers who are people of color, living with disabilities, or members of the LGBTQIA+ community have particularly been targeted.
“Retailers are seeing an alarming rise in discrimination where floor staff are being targeted for who they are when enforcing safety measures. Given the rise in hate violence—which is at an all-time high—frontline workers are more vulnerable than ever,” said Emily May, co-founder and executive director of Hollaback!, in a press release about the initiative.
These encounters have the potential to turn deadly.
Earlier this month, Laquitta Willis, a 41-year-old cashier at a Georgia supermarket, was fatally shot by a customer following an argument over a face mask.
The campaign is providing two resources, the Customer Action Center and the Inclusive Retail Business Toolkit, to support and protect frontline workers.
Related stories will be right here …
The Customer Action Center has resources and tools, created by Hollaback!, that will encourage customers to practice bystander intervention, stepping in when they see an employee being mistreated by a customer.
Customers can sign the Open to All customer pledge, which states they “believe everyone—including employees, visitors, vendors, clients and other customers—should feel safe, respected, and accepted regardless of who they are.”
“Maintaining an environment where customers and employees feel safe certainly includes adhering to health guidance like PPE or distancing—but it also means cultivating spaces free from discrimination of any kind,” said RILA’s Vice President of Corporate Social Responsibility Erin Hiatt.
The Inclusive Retail Business Toolkit provides resources and training on how to create “a culture of inclusion and belonging,” and includes a Customer Belonging policy, an “Allyship and Advocacy” training video co-produced with Ralph Lauren, and a series of allyship and de-escalation materials.
The toolkit will also include information from corporate partner Sephora’s study on racial bias in retail, which found that one in five retail employees said they have experienced unfair treatment at work.
For more information about the campaign, visit Open to All’s website.
More on Policies & Issues
The Latest
CollectionsOct 10, 2025
Count Down to the Holidays With Astrid & Miyu’s Advent CalendarsThe trio of Advent calendars include a version with 18-karat gold and lab-grown diamond jewelry in a red lacquer jewelry box.
CollectionsOct 10, 2025
Piece of the Week: Marla Aaron’s ‘Nymphenburg Lock’Created in collaboration with Nymphenburg Porcelain, the lock is part of a four-piece collection that took two years to bring to fruition.
MajorsOct 10, 2025
Frederick Goldman Names New VP of SalesJewelry industry veteran Alisa Bunger has taken on the role.
Brought to you by
Protect Your Customers and Your BusinessYou deserve to know what you are selling–to protect your customers as well as your business and your reputation.
SourcingOct 09, 2025
Feriel Zerouki Is Leaving De Beers The company and industry leader’s two-decade tenure with De Beers will come to a close at the end of the month.
Weekly QuizOct 09, 2025
This Week’s QuizTest your jewelry news knowledge by answering these questions.
AuctionsOct 09, 2025
This Fabergé Egg Could Crack $27M At Auction“The Winter Egg” set the world auction record for a Fabergé piece twice at previous Christie’s sales.
MajorsOct 09, 2025
Sy Kessler Buying Watch Batteries as Silver Hits Record High The company will pay 1.5x silver’s current spot price for each pound of silver oxide batteries submitted.
Brought to you by
JA New York Fall Is Right Around the CornerThe upcoming show provides savvy retailers with the opportunity to stock their cases with best sellers in advance of the holiday season.
CollectionsOct 09, 2025
Katkim Launches First Men’s CollectionThe line includes a “Shadow” series crafted exclusively for the new men’s offering and reimagined styles from the brand’s core collections.
SourcingOct 09, 2025
Gemfields’ Mini Mixed-Quality Ruby Auction Garners $11MThe rough on offer was recovered from a newer area at the Montepuez mine.
SourcingOct 08, 2025
In ‘Storied Diamond,’ Jared Jewelers Is Emphasizing the Journey The retailer’s new collection of engagement rings and fashion jewelry is set with natural diamonds that are traceable via blockchain.
CollectionsOct 08, 2025
Emily P. Wheeler Shifts Into Neutral for Latest ‘Ombré’ CollectionThe champagne colorway in her newest “Ombré” collection combines white and trendy brown diamonds, a departure from her usual vibrant hues.
CollectionsOct 08, 2025
Tsuba Designs Inspire Monica Rich Kosann’s New CharmsKosann partnered with the Museum of Fine Arts, Boston, to create a set of necklaces inspired by the artwork on samurai sword handguards.
CrimeOct 07, 2025
Men Who Posed as Utility Workers Found Guilty in Jeweler’s MurderCarlos Jose Hernandez and Joshua Zuazo face life in prison for the October 2024 murder of 72-year-old Detroit-area jeweler Hussein Murray.
CollectionsOct 07, 2025
Jessica McCormack Looks to Sea Spirits for ‘Tempest’ CollectionThe brand’s first high jewelry collection, “Tempest” plays with movement while calling to mind the folklore of the sea.
SourcingOct 07, 2025
Columbia Gem House Announces ‘Opals for Outback Heroes’ FundraiserProceeds from its jewelry raffle will go to a volunteer-run fire and rescue group in the Lightning Ridge area of New South Wales, Australia.
MajorsOct 07, 2025
Stuller Names Its S.E.R.V.E Stars for 2025Stuller said the recipients embody the company’s core values, which include community participation and personal and professional growth.
WatchesOct 06, 2025
This Fall, Citizen’s Forecast Calls for RainCitizen’s new “Rainell” women’s watch has a raindrop-shaped case and is available with a silver-, gold-, purple-, or green-colored dial.
AuctionsOct 06, 2025
The ‘Rolex That Made Rolex’ Heads to Auction at Sotheby’s The “Mercedes Gleitze Rolex Oyster,” named for the British endurance swimmer who made it famous, will go up for sale next month.
GradingOct 06, 2025
GIA India Names Former De Beers Exec as New Managing DirectorAmit Pratihari was previously the managing director of De Beers India and Forevermark India.
SourcingOct 06, 2025
SoCal 24 Karat Club Integrates Into Diamond Club West CoastMembers of the Jewelers 24 Karat Club of Southern California will gain access to expanded services, resources, and connections, DCWC said.
TrendsOct 03, 2025
Selena Gomez, Benny Blanco Tie the Knot Wearing Diamonds, White MetalsGomez’s jewelry included Tiffany & Co. drop-style earrings while Blanco stacked diamonds from Jacob & Co. on his wrist.
GradingOct 03, 2025
Grading Lab HRD Antwerp Names New CEODiamond industry banking veteran Paul De Wachter will take on the role in January 2026.
TrendsOct 03, 2025
Piece of the Week: Kallati’s Pink Sapphire RingTaylor Swift flaunts an Elizabeth Taylor-esque gemstone in promo for her new album, “The Life of a Showgirl.”
CollectionsOct 02, 2025
Boucheron Debuts Cuffs Crafted With 3D-Printed SandIts “Quantre Sand” capsule was made using a 3D sand printing technique borrowed from the automotive and aeronautics industries.
CrimeOct 02, 2025
$1M in Jewelry Stolen in Northern California Smash and Grab Four individuals have been charged in the “takeover-style” robbery of Heller Jewelers last month, and additional charges are expected.
MajorsOct 02, 2025
Neil Lane Jewelry Exhibition Coming to Toledo Museum of Art“Radiance and Reverie” will showcase more than 150 jewels from Lane’s personal collection by Tiffany & Co., Cartier, and more.
