Masks and retail......

[OldQueen1969]

Ok, so I am coming at this from the perspective of a small independent retailer.

I'll start of by saying since we re-opened on 9th September, we have had a rule of no more than 6 customers at any one time, we have a hand sanitiser station and we have requested all customers to wear a mask. Customer mask wearing has been probably 75% compliance, 25% "exempt".

The new rules mean I have to wear a mask now, fine, not an issue, I can live with that.

However, in terms of enforcing customer mask wearing, where do I now stand with the spectre of looming fines?

I hold my hands up and say I'm probably over thinking it all, but for example, I had a chap in last week who obviously thought he was being anarchic by wearing mask..... with the centre portion cut out. He was a big chap and I really didn't want to get into an argument with him. Fortunately he wasn't in long and the only other customer was his DP who wasn't wearing a mask because exempt.

Is it mandatory for the medically exempt to provide evidence now?

I can technically refuse admittance to any customer for any reasonable reason, and I have been asking people politely to wear a mask if they wander in without one - mostly they mumble they have "forgotten" and produce one, otherwise - exempt.

If as a business I can now be fined for not following the new mask laws, am I liable if someone claims to be exempt but can't prove it and I allow them entry - if they are genuinely medically exempt in this situation aren't there also laws about not being ableist and such by demanding information they do not have to disclose because it may end up with them being discriminated against?

Also, what would happen if I allow exempt customers into the shop without proof, a mask wearing customer takes umbrage and reports us? How likely is it the police would "investigate" in order to issue a fine, even if it would apply?

Or does my only responsibility for mask wearing in this situation lie with ensuring I and my possible staff members are obeying the law?

And does a visor still count as a mask?

Has the new legislation been provided in idiot guide form yet or is that tomorrow? And does it come into effect tomorrow or right now?

I am currently wearing my mask in case of customers anyway to "lead by example" today but honestly, am a bit bamboozled tbh - on the one hand I'm thinking this is simple, everyone wears a mask, end of, no exemptions, but then again, I do have genuinely exempt customers...... and I certainly don't want a drubbing on SM just as we are getting back into gear......

Not looking for a bunfight, just want to know where to find a clear, concise bit of legislation I can have on hand in case of conflicts......

Thank you in advance.

I’m a retail manager. Large chain

It’s been a rollercoaster hasn’t it!?

My issue is once I store they pull them down under the chin, especially when speaking to us

I’m perfecting a ‘mask up over face’ gesture so I don’t have to repeat over and over and do I can get message across before they speak!! I’m not happy retailers have been left to deal with all this

Customers have brought us all to tears in our store of 90 employees

Standing on solidarity with you @LoveNote and yes it's been a rollercoaster indeed.... for you and your staff - I am so sad that customers can be so vile.

I really don't mind doing my bit but I want to make sure the bit I'm doing is right

They say the way to hell is paved with good intentions and I'm really feeling that right now.....

I was assaulted when stores reopened, pushed over when I told a customer store had reached capacity

He said he was coming in anyway. Police did attend but he had long gone and they were quite laid back about it saying people were always going to react. Fabulous!

Mental health in retail is at all time low. Retail trust and other organisations might have more of an idea on legislation. I know our company are waiting on gov.uk to clarify a few finer details

I have 16,17,18 year old in at the weekends on tills and they just can’t cope if a customer won’t stand behind the 2 metre line or come up too close. They don’t feel able to force them and are mortified when challenged. I can’t leave for a second

Alternatively if a customer is nice and asks how we are coping then we cry at that too! People can be so lovely!

Do you have to approach customers that aren't wearing a mask? I thought most shops were taking the stance of leaving the decision down to the customer and letting police issue fines. I can understand why so many shops are dealing with it like this as it avoids a lot of difficulty for staff. I worked in retail and hospitality for years so I do understand, it sounds incredibly stressful.

No, we have a duty to ask customers to wear them ( auditable)

We just don’t press the point if they are exempt. A lot put them on to get through the door then take them off in store

When they are stood there with a trolley full of hundreds of pounds of goods i think they know any challenge will be weak!

Nothing has changed on exemption. There is no 'official' proof, and if someone says they're exempt, you are not allowed to ask why/ask for proof. No idea what you can do about other customers who might make a fuss about that but I very much doubt that the police would get involved.

How awful to hear that it has been so unpleasent for retailers and staff, I really had no idea people were being so arsey.

I find it is very difficult to explain why you are bringing something back when you are wearing a mask.

It makes the whole conversation hugely more awkward.