Starbucks has announced a new policy requiring customers to make a purchase if they want to remain in its stores or use the restroom. This marks a reversal of the open-door policy introduced in 2018, which had allowed anyone to enter and use Starbucks spaces regardless of whether they made a purchase.
The updated code of conduct, which will be posted in all company-owned locations across North America, prohibits discrimination, harassment, panhandling, smoking, vaping, drug use, and the consumption of outside alcohol. Violators of these rules may be asked to leave, and law enforcement could be contacted if necessary.
Starbucks spokesperson Jaci Anderson explained that the new guidelines are intended to prioritize the experience of paying customers, aligning the company with policies already adopted by many other retailers. “We want everyone to feel welcome and comfortable in our stores,” Anderson said. “By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone.” Employees will receive training on how to enforce these rules.
The previous open-door policy was implemented after a 2018 incident in Philadelphia, where two Black men were arrested at a Starbucks while waiting for a business meeting without making a purchase. The arrest, which was caught on video, sparked widespread criticism and was a major embarrassment for the company. At the time, then-Chairman Howard Schultz emphasized the need to treat people with dignity and fairness, stating, “We don’t want to become a public bathroom, but we’re going to make the right decision a hundred percent of the time and give people the key.”
However, since then, Starbucks has faced growing concerns about safety. Employees and customers have reported incidents of disruptive and dangerous behavior in stores, including drug use. These issues prompted Starbucks to close 16 locations in 2022, including six stores each in Los Angeles and Seattle, citing ongoing safety risks.
The new policy aims to strike a balance between creating an inclusive environment and ensuring the safety and comfort of both employees and paying customers.
