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
SourcingDec 23, 2025
Mining Titan Brian Gilbertson Dies at 82The former BHP Billiton leader and Gemfields chairman is remembered for his influential leadership throughout his 50-year mining career.
Events & AwardsDec 23, 2025
Bulgari Reimagines Costume Designers Guild AwardThe LVMH-owned brand has partnered with the costume design union to revamp its award for 2026.
MajorsDec 23, 2025
Kering to Acquire Stake in Raselli Franco GroupThe luxury titan inked a deal to acquire an initial minority stake in the jewelry manufacturer with a pathway to full ownership by 2032.
Brought to you by
Impacting Tomorrow TodayHow Jewelers of America’s 20 Under 40 are leading to ensure a brighter future for the jewelry industry.
MajorsDec 23, 2025
For Future Reference Vintage Enters Bloomingdale’sThe company’s curation of unsigned vintage and estate jewelry debuted at the Bloomingdale’s in Costa Mesa, California.
Weekly QuizDec 18, 2025
This Week’s QuizTest your jewelry news knowledge by answering these questions.
CrimeDec 22, 2025
Customs Seizes Hundreds of Fake Rolex, Cartier WatchesIn the recent multi-shipment seizure, CBP also found counterfeit Audemars Piguet, Moncler, and Chrome Hearts items.
EditorsDec 22, 2025
How Helzberg Is Reimagining Its StoresHelzberg’s Chief Retail Officer Mitch Maggart shared details about its tests of a new store concept rooted in an elevated luxury experience.
Brought to you by
Roseco Releases New Full-Line CatalogRoseco’s 704-page catalog showcases new lab-grown diamonds, findings, tools & more—available in print or interactive digital editions.
Recorded WebinarsDec 22, 2025
2025 Jewelry Rewind: Looking Back on an Eventful Year Jewelers of America execs and National Jeweler editors discuss tariffs, the sky-high gold price, and the engagement that broke the internet.
MajorsDec 19, 2025
MadaLuxe Group Acquires Ippolita The luxury goods company said founder Ippolita Rostagno will remain at the brand’s helm.
MajorsDec 19, 2025
LVMH Names New Bulgari CEOLaura Burdese, who joined the Italian luxury brand in 2022, will take on the role in July.
EditorsDec 19, 2025
2025 Jewelry Superlatives: A Yearbook-Style Year in Review The National Jeweler editors revisit the most noteworthy industry happenings and design trends from 2025.
AuctionsDec 19, 2025
Jean Schlumberger’s ‘African Cat’ Is Purr-Fection Need a gift for the cat lover who has everything? Look no further than our latest Piece of the Week.
AuctionsDec 18, 2025
Audemars Piguet Reclaims Historic Pocket Watch at AuctionIt purchased the “Grosse Pièce,” an ultra-complicated Audemars Piguet pocket watch from the ‘20s, for a record-breaking price at Sotheby’s.
Lab-GrownDec 18, 2025
Kira Jewels Debuts Custom Lab-Grown Diamond Jewelry ServiceThe lab-grown diamond grower now offers custom engagement and fashion jewelry through its Kira Custom Lab Jewelry service.
EditorsDec 18, 2025
Terry Chandler Looks Back on 40 Years of Opportunity, Change, and FriendsChandler got his start at Michelson Jewelers and has served as DCA president and CEO since 2001. He will retire at the end of the month.
WatchesDec 18, 2025
Bob’s Watches to Open Store in New York’s JFK AirportThe boutique is slated to open this week inside Terminal 8, offering pre-owned Rolex watches and more to international travelers.
Supplier BulletinDec 18, 2025
Cell Jammers Are Targeting Your Business. Here's How to Beat ThemSponsored by Digital Monitoring Products
CrimeDec 17, 2025
Man Pleads Not Guilty to Swallowing Fabergé PendantThe special-edition egg pendant ingested in a New Zealand jewelry store was recovered after a six-day wait.
EditorsDec 17, 2025
2025 Jewelry Rewind: The Best Piece of the Week PicksAssociate Editor Natalie Francisco plays favorites with Piece of the Week, selecting a standout piece of jewelry from each month of 2025.
CollectionsDec 17, 2025
Lucy Hale Stars in Jacquie Aiche’s Holiday CampaignThe “Love and Desire” campaign is inspired by the magic that follows when one’s heart leads the way, said the brand.
GradingDec 17, 2025
SSEF Announces 2025 Scholarship WinnersTwo awardees will receive free tuition for an educational course at the Swiss lab, with flights and lodging included.
MajorsDec 16, 2025
Pandora’s New CEO Will Step Up EarlyBerta de Pablos-Barbier will replace Alexander Lacik at the start of January, two months earlier than expected.
AuctionsDec 16, 2025
Suzanne Belperron, JAR Shine in Sotheby’s First Auctions at New HQSotheby’s held its first two jewelry sales at the Breuer building last week, and they totaled nearly $44 million.
Events & AwardsDec 16, 2025
TJS Now Accepting Scholarship Applications for 2026Winners will receive free registration and lodging for its fourth annual event in Detroit.
ColumnistsDec 16, 2025
Beyond Unboxing: Creative Reveals to Drive Reach and EngagementHere are six ideas for making more engaging content for Instagram Reels and TikTok, courtesy of Duvall O’Steen and Jen Cullen Williams.
Events & AwardsDec 16, 2025
Diamonds Do Good Names 2026 Award RecipientsThe honorees include a notable jewelry brand, an industry veteran, and an independent retailer.
