In a world where the phrase 'the customer is always right' is often taken to extremes, a recent incident at a Kmart store has sparked a heated debate about the treatment of retail workers in Australia.

One woman has been left utterly disgusted by the event, and this sentiment resonates with many nationwide.



The incident involved a shopper who confronted two young Kmart employees tasked with checking bags at the store's exit, a standard security procedure in many retail outlets.

The customer, dissatisfied with being asked to show her purchases, took down the names of the workers to lodge a complaint against them for simply doing their job.


Tammie Christofis Ballis, a specialist recruiter for Realistic Careers, has criticised this act of entitlement and misunderstanding of retail operations.

She has a bone to pick with those who underestimate the challenges those in customer-facing roles face, especially during the current cost of living crisis.

'If you're complaining that customer service doesn't exist anymore, it's probably because you're a bad customer,' Ballis stated.

'Unless you've worked in those jobs, you don't appreciate how hard they are.’

Ballis's comments come when retail and hospitality workers are under immense pressure, not just from the demands of their roles but also from the increasing instances of customer rudeness and disrespect.



Recounting the incident at Kmart, Ballis said, ‘She took down their names after they checked her bags and was planning to complain to Kmart customer service about these young kids doing their job.’

'They were literally doing their job, and there's high theft in the area.’

'Yet they have to deal with entitled, self-absorbed people who think the world revolves around them.’

'If that's someone like you, you're a terrible customer. I hope you never get served again and get kicked out of every place you go.’

'Stop being mean, stop being rude.'

She shared her own family's experience, saying, ‘My parents have a takeaway shop, and customers have been really rude lately. They walk in and say things like, "The shop's quiet, give me a discount".’

'I know we're in a cost-of-living crisis; I know everyone is struggling at the moment, but they don't get paid enough to deal with your crap.'



The recruiter's observations have struck a chord with many Australian workers who have faced similar situations.

Social media has been abuzz with support for Ballis's stance, with some suggesting that everyone should be required to work in a customer service role for at least a few months to gain perspective.

'Thank you. Everyone needs to work in hospitality or retail for three months at least,' one said.

'Been whistled at and spat at—people have no respect for retail workers,' another added.

The conversation has also highlighted the darker side of retail work, with some workers sharing their own harrowing experiences of abuse and disrespect.

'I worked at Kmart for six years, and my mental health has suffered greatly because of it,' one individual confessed, detailing incidents of verbal abuse and even physical aggression.

'I've been through so much—things thrown at me, verbal abuse, and more. It was truly awful, and I feel like I need therapy just from working a retail job.'



However, it's important to note that not all customers are the problem.

Some shoppers have expressed their frustrations with the decline in service quality, emphasising that they always try to be polite and understanding with staff.

'I am always super nice to retail people because I, too, work in their position, but it's rarely reciprocated,' one said.

'Service these days is appalling. That's if you can even find any, and yes, have worked in retail,' a second added.

You can watch Ballis’ video below:

It’s not just employees from Kmart who experienced abuses in the industry.

In a similar story, a Woolworths employee experienced verbal abuse from a customer, leading to a plea for empathy and respect as individuals, not just workers. You can read more about the story here.
Have you witnessed or experienced similar treatment while working in retail or hospitality? How can we foster a more respectful culture towards service workers? Share your stories and ideas in the comments below!