Starbucks announced Monday that customers must now make a purchase to spend time in their stores or use restrooms, marking a significant shift from their previous open-door policy established in 2018.
The coffee giant is implementing a new code of conduct across all company-owned North American locations that requires customers to make purchases to use store facilities. The policy also prohibits discrimination, harassment, outside alcohol consumption, smoking, vaping, drug use, and panhandling.
"We want everyone to feel welcome and comfortable in our stores," said Starbucks spokesperson Jaci Anderson. "By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone."
This change reverses the 2018 policy that was put in place after two Black men were arrested at a Philadelphia Starbucks while waiting for a business meeting without making a purchase. That incident sparked public outrage and prompted then-Chairman Howard Schultz to implement an open-door approach.
However, since then, the company has faced challenges with disruptive behavior in its stores. In 2022, Starbucks closed 16 locations due to safety concerns, including drug use and other incidents that threatened staff members.
The new rules come as part of CEO Brian Niccol's strategy to boost sales and restore the community coffeehouse atmosphere that defined earlier days of the brand, before mobile orders and drive-through services became prevalent.
Employees will receive training on enforcing the new policy, which allows staff to ask non-compliant visitors to leave and contact law enforcement if necessary. According to Anderson, these rules align with standard practices already in place at most other retail establishments.