Starbucks has announced a significant policy reversal, requiring all customers wanting to use its facilities to first make a purchase. After nearly seven years of allowing non-paying patrons access to its restrooms and seating, the coffee giant will now mandate that individuals order from the menu upon entering its company-owned stores in North America.
This change was revealed alongside a new “Coffeehouse Code of Conduct” designed to ensure paying customers feel prioritized. The policy aims to maintain a welcoming environment free of discrimination, harassment, outside alcohol consumption, and illegal activities. Starbucks spokesperson Jaci Anderson emphasized that while it is acceptable for customers to use the restroom or Wi-Fi before ordering, the intent is to prioritize spaces for customers actively engaging with the business.
The policy change comes as part of a broader strategy under the leadership of new CEO Brian Niccol, who is focused on revitalizing the Starbucks experience to enhance customer connection and satisfaction. Niccol acknowledged the need to improve service consistency and customer interactions, stating, “Many of our customers still experience this magic every day, but in some places − especially in the U.S. − we aren’t always delivering.”
This decision marks a departure from a more inclusive approach that Starbucks adopted in 2018, following a racially charged incident where two Black men were arrested for trespassing while waiting for a business meeting in a Philadelphia store. This incident triggered widespread backlash over racial profiling and led to a lawsuit and a financial settlement with the individuals involved.
As Starbucks reaffirms its commitment to providing a quality experience to its paying customers, there is hope that this shift will foster an environment where everyone feels comfortable and valued. The coffee chain aims to return to its roots as a community-focused coffeehouse, renowned for its artisanal coffee and engaging atmosphere.