Greggs, the popular UK bakery chain, is implementing theft-proof counters in its stores nationwide following a dramatic increase in shoplifting incidents and attacks on staff. This change prioritizes the safety of employees and customers.

Combating a Surge in Retail Crime

The company is removing front-of-store food and drink fridges, traditionally self-service, and replacing them with counters where all items are handed out by staff. This pilot scheme has already been rolled out in locations including West Croydon, Croydon, Peckham, Whitechapel, Upton Park, Birmingham, and Wilford, Nottinghamshire.

Rising Shoplifting Statistics

Reported shoplifting offenses in England and Wales have more than doubled in the past five years, rising from 228,128 in 2020/21 to 530,457 in 2024/25. However, only 19.8% of these offenses resulted in a charge, with the Metropolitan Police having the lowest charge rate at 6.5%.

Incidents Prompting Change

The decision comes as a direct response to increasingly aggressive incidents experienced by Greggs staff. In one instance, employees reported having boiling hot tea thrown in their faces, and a security guard was assaulted with a belt by a shoplifter.

Another store faced persistent theft from individuals experiencing homelessness and struggling with substance abuse. Staff at the Peckham branch acknowledge the redesign simplifies their roles and improves security, even if it potentially impacts customer flow.

Criticism of Policing and Sentencing

Liberal Democrat MP Max Wilkinson criticized the Conservative and Labour governments for failing to adequately address community policing, leaving retail workers vulnerable. Recent cases highlight the issue’s severity.

Notable Cases of Theft

Adam Gosling, nicknamed 'Hamster' by staff, stole nearly £20,000 worth of goods from a Greenford store over 38 visits between December 30, 2025, and February 10. Despite pleading guilty to 38 counts of theft, he received a suspended four-month prison sentence.

CCTV footage shows Gosling brazenly filling bags with Lucozade and orange juice while employees look on helplessly. Shortly after, a security guard at another London Greggs location was brutally attacked by a would-be shoplifter.

Nationwide Rollout Planned

Greggs intends to expand the new counter system to its 2,735 branches nationwide if the pilot program proves successful in curbing crime and enhancing safety. The change represents a significant shift in the customer experience, prioritizing security over self-service convenience.