Being coughed and spat on, and harassed by customers who were told they must wear face masks are just some of the experiences of several retail workers at Newmarket's Upper Canada Mall.
"On three or four separate occasions now, I have been followed by people not wearing masks after they were told they couldn't enter the store. They waited for us and followed us around the mall, coughed on us. All while not wearing masks," said the distraught employee who asked not to be identified to prevent further harassment or risk to her employment.
The retail worker, who has an an auto-immune disorder, reached out to NewmarketToday with her concerns, saying other workers in the mall are having similar experiences.
"Another incident was when a lady without a mask was standing a little too close, so I moved away, not wanting to start anything. She started coughing into the air, saying, 'oh, what are you doing? It's all fake anyway, the government is trying to take our freedom away.' She then spat on me, and it landed on my arm. I went to get a COVID-19 test and, thankfully, it came back negative," she said.
Despite having a compromised immune system, she said she doesn't have a choice but to go to work every day and risk becoming sick during confrontations with belligerent customers.
When she called mall security to report incidents on three occasions, she did not receive any support, and was "ignored or hung up on," she said.
"They said there was not a whole lot they can do," she added.
On a visit to Upper Canada Mall, more than two dozen workers spoke to NewmarketToday on the condition that their anonymity be protected.
Two other employees said they had been coughed and spit on by customers, including a store manager who said an employee was spat at by a customer who had been told a mask was required.
One retail worker said she had an encounter with an "angry sipper," a customer who defiantly walked around the store eating and drinking when asked not to.
Another employee said her store did not require her to ask customers to mask up, as long they kept two metres away from staff and other customers.
"It's safer not to engage," she said.
A male employee suggested that female workers are more vulnerable to being harassed or attacked by customers.
"Women do get yelled at easier because people think they can bully them around. I've been lucky," he said. "But the way I see it, I am not taking anything from you by asking you to wear a mask."
Another employee said when she asked a coughing shopper without a mask to leave or cover up, the woman made an exaggerated point of coughing even harder before exiting the store.
"I was scared to come into work for weeks afterward," she said. "I now keep a face shield here behind the counter."
While she has empathy for individuals who cannot wear masks due to medical conditions, she added that some people who don't wear masks are using that as an excuse, and are "daring" retail workers to call them on it.
"I understand it is a violation of your rights for me to be second-guessing whether you have a disability that exempts you from having a mask, but at the same time, I have the right to be safe and healthy at work," she said.
"It's even more frustrating when you see entire families walking through the mall, all maskless."
Most workers who spoke to NewmarketToday said they dread, and are even afraid to confront customers without masks.
However, about half of the workers said all of their customers are wearing masks without complaint.
York Region Public Health confirmed it has received complaints both from mall workers about customers not wearing masks and from patrons about being denied entry to stores for not wearing masks.
York Region medical officer of health Dr. Karim Kurji issued a class order that took effect Nov. 23, which requires malls, big box and grocery stores, and fitness centres to limit capacity and ensure physical distancing of at least two metres or more is practised in all common areas and lineups.
“Unfortunately, we have had many complaints with respect to malls, and with the big box stores and grocery stores, which then has forced our hand in ensuring we have taken more stringent measures,” said Kurji.
During last weekend's enforcement blitz across the region, officers issued hundreds of warnings and some malls, retail outlets, fitness centre and restaurants were charged for not enforcing public health regulations for masking, physical distancing and crowd control. Upper Canada was not charged.
York Regional Police Sgt. Andy Pattenden advises workers to call the police if they feel threatened by customers, especially if they are being coughed on or spat at.
"Someone spitting on a person and/or coughing on them intentionally could be a criminal offence of assault," Pattenden said. "Our advice to anyone who feels that their safety is threatened is to call police immediately."
Pattenden added that York Regional Police is not responsible for enforcing mask-wearing at the mall, but that the mall and its retailers are required to enforce York Region's mandatory masking regulations.
"They have their own rules as to what people are supposed to do if they wish to access the mall property. If people refuse to follow their rules, then mall security or staff can call police to remove people from their property," Pattenden added.
Upper Canada Mall did not answer specific questions regarding its masking policy and how it has been communicated to tenants and their employees, and how it is enforcing public health requirements for masking and physical distancing.
"Upper Canada Mall continues to work with local public health authorities to ensure that customers are complying with municipal mask requirements. Through interactions and signage, we educate and encourage our guests to follow the mandates to keep Upper Canada a safe place for our community," was the email response.
To report a concern:
- York Region Public Health’s Health Connection phone line is available Monday to Friday from 8:30 a.m. to 4:30 p.m. at 1-800-361-5653 or TTY 1-866-512-6228
- Individuals can also email concerns to [email protected]
- York Region residents can call Access York at 1-877-464-9675 with any inquiry; the selection options via this phone number includes access to compliance complaints.
- York Region residents can also contact their town or city if they have bylaw and compliance concerns.
- For more information, visit york.ca/covid19
