'I worked at Next in the Boxing Day sale - I have recurring nightmares about it'

Retail employees report that customer conduct has been declining in the era of immediate satisfaction.

Running out for groceries at the last minute, hurriedly grabbing random gifts for unexpected guests, and worrying that you might not have gotten your grandmother's favorite liqueur—navigating the Christmas shopping frenzy can be incredibly stressful for consumers. But for those working in retail and convenience stores, the pressure is multiplied greatly.

Talk to nearly any employee, and they'll likely echo the same sentiment: the real challenge comes from dealing with impolite customers.

Although your mission to find potatoes on Christmas Eve may seem like the most crucial task in the world, for the cashiers, it ranks among the least enjoyable parts of working during the holiday season.

Penny, 29, has been employed at Next for the last two years. Although the well-known Boxing Day sale was a delightful family tradition during her youth, she admits that she has experienced sleepless nights due to the mayhem that often occurs when eager shoppers flood the store in search of deals.

"I often found myself haunted by a nightmare involving the noise of the cash register," she explains with a sigh.

“It all took place after a really unpleasant Boxing Day sale last year, when a customer insulted me by calling me a 'lazy cow' simply because I couldn't locate a skirt she was looking for, even after checking in the stockroom. The intensity of her gaze was unsettling; I genuinely feared she might hit me. She lingered nearby, tracking my movements on the shop floor until my manager stepped in to help. For weeks after that, I was haunted by nightmares where customers yelled at me while an endless receipt kept unrolling from the cash register.”

Mary, 60, has spent the last 12 years in the convenience industry, so she definitely has plenty of experience and insights to share.

One of the most common frustrations is when customers arrive after you've already closed, despite having posted notices about your holiday hours well ahead of time. It can sometimes lead to rudeness from them; I've even been yelled at in those situations.

She considers issues with the stockroom to be one of her major annoyances as well.

"We don't have a secret stash of items. To be honest, some folks assume that when we say something isn’t available, we’re not being truthful. Checking the storage area for items we know are out of stock only wastes time for both us and our customers. It can be exasperating, but what bothers us most is the impatience – after all, we’re only human as well."

Lynn, 22, is studying while also working at an upscale perfume kiosk in a department store, and she finds the Christmas season somewhat unpleasant for similar reasons. She mentions that certain behaviors during this time really turn her off.

Last week, an older man came into the store, claiming he was looking for a gift for his wife. Honestly, I’m not sure he actually has one. He spent the entire visit trying to engage me in conversation, asking me personal questions, and even wanted me to put on some perfume so he could “picture it on her.” It felt really uncomfortable and strange. This isn’t the first time I've encountered men using the excuse of shopping for a spouse or partner. I really don’t understand what they expect from us – to just look nice or boost their ego? This is my job, after all.

One of the biggest challenges of working in retail and convenience stores during the Christmas season is the impact it has on both mental and physical health. It's no secret that retail jobs can be tough and exhausting. A study conducted by Retail Trust revealed that over half (51%) of retail employees are considering leaving their jobs in the weeks after Christmas.

"Employers must understand that when we're already facing pressure at work, having enough staff is crucial to prevent burnout among employees," Mary explains. "This time of year is particularly stressful. It would be great if we could wrap things up a bit sooner. I’ve noticed that some retailers shut their doors on Boxing Day. Is it really necessary for any stores to remain open on that day?"

Mary gets additional compensation for these intense shifts, but she feels that the tough conditions of working during this time don't always justify the extra pay.

"If you've spent time in retail, you know that after closing the store on Christmas Eve, you come home completely exhausted. Christmas Day feels like it goes by in a heartbeat. While everyone else has been gearing up for the holidays, you've been working hard, which really takes away from the joy of the season. This year, I have Boxing Day off, allowing me to enjoy two days with my son. At 60 years old, I'm definitely feeling the toll more than I used to."

Penny thinks that stores shouldn't be open on Boxing Day as well.

"If you're still looking to treat yourself after Christmas, it seems like you just want to spend. I'm baffled by why shoppers get a thrill from the chaos of the post-holiday sales. It's overwhelming! Just take a look at how messy a Next store is on December 26th!"

Kieran, 33, is set to leave his retail job at the end of the month after spending the last five years working holiday shifts at IKEA. However, there's one thing about the holiday season that he won’t miss at all.

"It's really about the outbursts, you know? I've faced threats a few times, particularly when customers refuse to leave when we close. I've also witnessed plenty of disputes between couples and parents with their kids. I've seen relationships end, fights over throw pillow designs—everything you can imagine."

A few years back, a man came in and attempted to negotiate prices with me, as if they were merely points of reference.

Mary thinks that people's behavior has declined in an era where instant satisfaction is the norm.

"We live in a society where everyone demands instant gratification, often overlooking the efforts of those working hard to keep products available on the shelves. It seems that, in many ways, people have become quite self-absorbed."

With Christmas approaching, shopping crowds grow and the stress of holiday preparations increases. It's evident that many of us struggle with these feelings more than we care to acknowledge. If you find yourself relating to this, perhaps the kindest thing you can do as a shopper is to keep your impulses in check and show the retail and service workers the same respect you would hope for if you were in their position. Enjoy your shopping!