Starbucks has announced a significant policy shift, ending its nearly seven-year-old open-door policy that allowed non-paying customers to use its facilities. Effective immediately in all company-owned North American locations, patrons will now be required to make a purchase to use the restrooms or to remain in the store. This decision aims to prioritize paying customers and enhance the overall atmosphere in their cafes.
The new “Coffeehouse Code of Conduct” will set clear standards for behavior in Starbucks locations. In addition to the purchase requirement, it prohibits various activities such as consumption of outside alcohol, smoking, drug use, harassment, and panhandling. Company spokesperson Jaci Anderson emphasized that the change is about ensuring that all customers feel welcome and comfortable, remarking, “Our code of conduct is simply about prioritizing our spaces for our customers during their visits.”
This policy reversal is part of a broader strategy under the new leadership of Starbucks Chairman and CEO Brian Niccol, who declared a commitment to revitalizing the brand and improving customer experiences. Niccol, who joined from Chipotle in 2024, highlighted that the experience in Starbucks should transcend just obtaining a beverage, reinforcing the need for a warm and inviting atmosphere.
The announcement comes in the wake of the coffee chain’s controversial past incident in 2018 when two Black men were arrested in a Philadelphia store for not ordering anything while waiting for a business meeting. This led to public outrage over racial profiling and triggered significant conversation about inclusivity within the brand. Since then, Starbucks has worked to reposition itself, learning from past mistakes.
The new policy reflects a shift back towards supporting paying customers while still acknowledging that occasional restroom use or Wi-Fi access is acceptable prior to making a purchase. Ultimately, Starbucks is striving to reclaim its image as a community hub where people can enjoy quality coffee and connect.
This move reinforces the importance of maintaining a business environment that feels welcoming and secure for all customers while also upholding the rights of paying patrons. Going forward, Starbucks aims to balance community accessibility with the expectations of its paying clientele.