‘Panic Attacks’ as Retail Workers Forced to Deal with Surge in Shoplifting

On her last day as an employee at NB Liquor in Fredericton’s Northside, Jessica Clark confronted a regular customer after noticing he was shoplifting. The man quickly became violent.

“He started slamming his fists, yelling at me, and he got in my face,” she recalled. She banned him from the store, but the incident left a lasting mark. “That was the first time I had to deal with a really, really violent person.”

The NB Media Co-op is identifying her with a pseudonym due to her fear of potential legal action from her former employer for speaking out. Clark said she quit her job because of the anxiety brought on by confrontations like this, and what she felt was a lack of concern from NB Liquor management.

“I just didn’t feel like going to work anymore,” she said. “I absolutely adored the job,” she added, but growing concerns over workplace safety in the face of escalating theft eventually became overwhelming. “It was leading to a lot of panic attacks at work where I just wouldn’t feel safe.”

NB Liquor, in a written statement, acknowledged the impact of rising theft. Spokesperson Tanya Greer said the corporation had implemented de-escalation training, a code of practice for workplace violence, and various security systems. She emphasized that worker safety remains a priority. But Clark’s experience points to a larger issue: retail workers are being placed on the front lines of a worsening shoplifting crisis, often without adequate support.

Several retail workers told the NB Media Co-op they’ve experienced similar issues but declined to go on the record. Clark, who worked at NB Liquor for over a year, said the situation deteriorated significantly this past summer. “Our store was proclaimed the second most dangerous store in the province other than Saint John,” she said. “It definitely got really bad, and we were at our wits end.”

According to Clark, theft was not only frequent—it was bold. Individuals would verbally abuse staff and sometimes become physically aggressive when confronted. “We were just expected to laugh it off and shrug it off.” Workers were told to monitor suspected shoplifters themselves. “We were encouraged to follow these people around, which put a lot of pressure on us,” she said.

Jamie Agnew, president of CUPE 963, the union representing NB Liquor workers, said the Crown corporation’s privacy obligations limit its ability to use security cameras to identify customers. He’s advocated for the return of security guards. “We had them before,” he said. “But their answer to me is that security guards cost money.”

Greer denied that cost was a factor, saying decisions were made based on best practices, expert advice, and specific operational needs. The company did not respond to follow-up questions regarding how security resources are allocated or the protocols for dealing with shoplifting.

Agnew has proposed alternatives, including controlled store entrances where customers present photo ID—a strategy adopted by Manitoba Liquor following a spike in thefts in 2019. That policy, according to Manitoba’s Crown liquor agency, significantly reduced incidents.

While Agnew believes NB Liquor takes worker concerns seriously, he remains frustrated. “I just don’t think they want to spend the money on the extras that are needed to help with this issue,” he said. “They are basically putting the onus on us.”

The problem of theft goes beyond retail policy. Jim Cormier, Atlantic director of the Retail Council of Canada, attributed the surge to inflation and the rise of online resale markets, which have made shoplifting more profitable and organized. “They target specific products they know they can resell within minutes,” he said.

The Retail Council has lobbied for increased law enforcement presence, including so-called “blitzes” where police flood stores to deter crime. But many retailers are frustrated that shoplifting only counts as a felony if the value of stolen goods reaches $5,000. As a result, stores often only begin reporting chronic offenders once that threshold is met. Some have stopped reporting altogether.

However, the push for more policing and private security raises serious concerns. Racialized communities have long reported racial profiling in retail settings. In Canada, wellness checks and minor incidents involving police have resulted in violent outcomes, including fatalities, prompting renewed calls to reallocate funds from policing to social services.

Dr. Mike Fleming, a sociology professor at the University of New Brunswick, said theft often stems from economic desperation, rising living costs, and addiction—problems that cannot be solved by punitive measures alone. “It shouldn’t be surprising to us that we are ending up with people acting out of this kind of desperation,” he said. “Our response as a society is to create new laws, new regulations and new ways to further regulate or criminalize marginalized folks.”

Fleming stressed the need for systemic support and government accountability rather than overreliance on underfunded charities and nonprofits. “Charities in virtually every sector are overrun,” he said, pointing to shelters, food banks, and addiction treatment facilities in Fredericton as examples of services struggling to meet growing demand.

Following pressure from local business owners, the Fredericton Police Force recently announced the creation of a Community Engagement Unit composed of retired police officers. According to the city, the unit will handle non-critical tasks like taking statements, handling lost property, and offering general public assistance.

Fleming said the initiative could be beneficial if implemented with the right training—particularly in responding to mental health crises. He expressed caution, however, citing recent deaths during police wellness checks in New Brunswick, including the case of Steven “Iggy” Dedam of Elsipogtog First Nation.

“We know police services are overwhelmed with calls for social disorder-type concerns,” he said. “And generally speaking, police training in Canada doesn’t do a very good job of preparing officers for that.”

As economic uncertainty grows amid fears of a recession, some worry that the social conditions feeding into retail theft may only get worse. For workers like Clark, the toll is already too high. “Working retail is really hard,” she said, calling for greater mental health support for employees. “It’s not just about theft. It’s about safety. It’s about feeling like someone has your back.”

This report is part of a series titled Documenting Discrimination and Inequality. Katherine Del Salto is a fourth-year international student from Ecuador, majoring in journalism and sociology. She is also the managing editor of The Aquinian.

This reporting has been made possible in part by the Government of Canada, administered by the Canadian Association of Community Television Users and Stations (CACTUS).