By Daily Mail (U.S.) | Created at 2025-01-14 08:06:39 | Updated at 2025-01-17 20:36:17
3 days ago
Starbucks has announced that customers must now make a purchase to enjoy its spaces, including restrooms.
On Monday, the company said it was reversing a policy that invited everyone into its stores.
This shift marks the end of a seven-year experiment in open-door inclusivity and comes as the coffee giant struggles to address declining sales and safety concerns across its North American stores.
Starbucks' new code of conduct, which takes effect on January 27, mandates that cafes, patios, and restrooms are reserved only for paying customers, their guests, and employees.
The rules explicitly ban harassment, smoking, outside alcohol, drug use, and panhandling. Violators will be asked to leave, and law enforcement may be involved if necessary.
Starbucks spokesperson Jaci Anderson emphasized the intent behind the new rules: 'We want everyone to feel welcome and comfortable in our stores. By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone.'
Starbucks said employees will receive training on enforcing the new policy.
The new rules reverse an open-door policy put in place in 2018, after two black men were arrested at a Philadelphia Starbucks where they had gone for a business meeting.
Starbucks has announced that customers must now make a purchase to enjoy its spaces, including restrooms
CEO Brian Niccol has said that he wants Starbucks to recapture the community coffeehouse feeling it used to have, before long drive-thru lines, mobile order backups and other issues made visits more of a chore
The individual store had a policy of asking non-paying customers to leave, and the men hadn't bought anything. But the arrest, which was caught on video, was a major embarrassment for the company.
It sparked national outrage leading to a temporary closure of all U.S. stores for racial sensitivity training.
At the time, Starbucks Chairman Howard Schultz said he didn't want people to feel 'less than' if they were refused access.
'We don't want to become a public bathroom, but we're going to make the right decision 100 percent of the time and give people the key,' Howard Schultz said during the crisis.
However, the fallout from that decision has been challenging for Starbucks employees and customers alike.
Since then, many baristas have reported dealing with loitering, inappropriate behavior, and even dangerous situations.
In 2022, Starbucks closed 16 U.S. stores, including locations in Los Angeles and Seattle, citing safety issues such as drug use and disruptive conduct.
Starbucks North America President Sara Trilling addressed the need for change in a letter, writing, 'There is a need to reset expectations for how our spaces should be used, and who uses them.'
Starbucks' new code of conduct, which takes effect on January 27, mandates that cafes, patios, and restrooms are reserved only for paying customers, their guests, and employees
Only time will tell if this reversal will brew success or leave a bitter aftertaste
In 2018, Rashon Nelson and Donte Robinson, both 23, were arrested at a Philadelphia Starbucks when a manager called to complain about them loitering
The company hopes the new rules will provide clarity for both employees and customers, helping to rebuild the coffeehouse's community-oriented atmosphere.
The new code of conduct aligns with efforts by new CEO Brian Niccol to reinvigorate Starbucks' brand and reverse three consecutive quarters of declining sales.
Niccol has vowed to restore Starbucks' reputation as a community hub by reintroducing cozy furniture, ceramic mugs, and condiment bars - features that had been removed during the COVID-19 pandemic.
He also announced a return to personal touches like baristas writing messages on cups and offering free refills for customers who linger after purchasing a drink.
The policy change has sparked debate among customers. Advocates of the new rules argue they address legitimate safety and cleanliness concerns, but critics see the move as a departure from the inclusive ethos Starbucks once championed.
Yet, the decision to restrict access has drawn criticism from those who valued Starbucks as a welcoming space for all.
Starbucks' decision is a bold move in its effort to reclaim its identity as a community coffeehouse
'People appreciated being able to pop into a Starbucks to use the bathroom,' admitted Trilling, reflecting on the trade-offs involved.
As part of the sweeping changes, Starbucks aims to address customer complaints about the erosion of its community vibe, which some blame on the rise of mobile orders and to-go business.
'Our stores will be inviting places to linger,' Niccol wrote in an open letter last year.
Starbucks' decision is a bold move in its effort to reclaim its identity as a community coffeehouse.
CEO Niccol has said that he wants Starbucks to recapture the community coffeehouse feeling it used to have, before long drive-thru lines, mobile order backups and other issues made visits more of a chore.
However, its success will depend on how well the company can strike a balance between safety, hospitality, and inclusivity - and whether it can win back customers who've grown disillusioned.
Only time will tell if this reversal will brew success or leave a bitter aftertaste.
