Starbucks has announced a significant change to its policies regarding restroom access and general store use, effective immediately in all company-owned locations across North America. After nearly seven years of allowing non-paying guests to utilize their facilities, the coffee giant is now requiring all individuals to make a purchase before using the restrooms or staying in the store.
Starbucks spokesperson Jaci Anderson emphasized that this new “Coffeehouse Code of Conduct” is meant to prioritize paying customers, providing a clearer set of expectations for behavior within their establishments. This reversal comes as part of the company’s broader strategy under new CEO Brian Niccol, aiming to restore the brand’s identity as a welcoming space for meeting and connection, while also improving the overall customer experience.
In addition to the purchase requirement, the updated policy explicitly prohibits behaviors such as discrimination, harassment, outside alcohol consumption, smoking, drug use, and panhandling. While the company acknowledges that customers may need to use the restroom or login to Wi-Fi before making a purchase, the intent is to ensure that its cafés are focused on paying patrons.
This move follows the backlash from a 2018 incident in Philadelphia where two Black men were arrested for trespassing while waiting for a business meeting without having made a purchase. The public outcry that ensued led to a settlement and significant scrutiny of Starbucks’ practices regarding customer treatment.
In light of these changes, Niccol expressed a commitment to enhancing the overall experience within Starbucks stores, emphasizing their role beyond just providing coffee, but as a social space where people feel comfortable and connected.
Overall, this policy shift represents a balancing act for Starbucks as it strives to foster an environment that both respects paying customers and acknowledges the need for public access to facilities in communal spaces.