Shoplifting isn’t just a petty crime—it’s a $5 billion problem in Canada. Thefts are more brazen, often involving violence and weapons. Retailers face mounting losses and operational challenges, while workers and shoppers bear the emotional and financial toll. This issue is reshaping how retail operates, as businesses scramble to balance safety, cost, and customer experience.
To better understand the problem, we created The State of Shoplifting Report 2025, which examines the impact of shoplifting and retail theft on retailers, workers, and shoppers. The report employed a mixed-methods approach, combining three online surveys with over 1,130 participants, including U.S. retail workers, retailers, and shoppers, alongside interviews with 10 participants.
The study highlights the challenges faced by North American retailers, with a focus on Canadian shoppers, exploring how shoplifting influences the shopping experience, and customer behaviour. It also delves into the emotional and operational impacts on retail workers, offering a comprehensive view of the issue.
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Shoplifting in Retail: A Growing Crisis
Shoplifting is pervasive, with 75% of Canadian retailers reporting incidents. High-traffic stores like supermarkets and big-box retailers are frequent targets, especially during busy periods. The report found that evening hours and major sales events provide the perfect cover for thieves. Common tactics include concealment, which 90% of respondents identified as the top method used by shoplifters.
Retail Theft and The Human Cost for Workers
The retail industry employs 1 in 4 Americans, yet safety remains a major concern. Over 27% of retail workers report feeling unsafe at work, a fear rooted in experience: 54% have faced aggression from customers, and 40% are considering leaving their jobs due to safety concerns. These numbers tell a stark story of vulnerability among frontline employees.
Better security could make a difference. Nearly 71% of retail workers who experienced violence believe enhanced safety measures would help. However, 62% say their employers haven’t updated security in over a year. For workers, it’s not just about theft—it’s about creating an environment where they can feel safe to do their jobs.
Shoplifting from a Shopper Perspective
Shoplifting extends beyond financial losses, disrupting the shopping experience and eroding trust in retail stores. Locked cases for high-theft items frustrate customers, with 41% saying they discourage purchases. Security cameras and personnel offer reassurance, but witnessing shoplifting leaves many shoppers unsettled.
Shoplifting drives 24% of customers to switch stores, highlighting its impact on consumer trust. This highlights how retail theft damages relationships with consumers, further undermining trust and long-term customer retention. Retailers must address these challenges to maintain a safe and welcoming shopping environment.
Technology and Training: The Way Forward
Limited budgets, blind spots in monitoring systems, and insufficient employee training create gaps that thieves exploit. Proactive approaches—like solid policies and strategies for training employees on handling shoplifting, and advance security solutions—are critical.
Building a Safer Retail Environment
Shoplifting isn’t going away, but retailers can take steps to mitigate its impact. Balancing safety measures with a positive customer experience is key. Security doesn’t have to feel intrusive—it can be reassuring when done thoughtfully. From empowering workers to adopting smarter technologies, the path forward lies in collaboration across the retail ecosystem.
This isn’t just about losses on paper—it’s about creating safer spaces for everyone who steps into a store. The question isn’t whether we can afford to invest in prevention. It’s whether we can afford not to.
