Starbucks reverses open-door policy in move to ‘prioritize’ paying customers
Starbucks is cracking down on folks who use its restrooms and hang out in its stores without making a purchase.
In a reversal of its seven-year-old open-door policy, Starbucks will require that visitors to its stores make a purchase if they want to use the restroom or linger. The coffee giant announced the change, which goes into effect later this month, in a post on its website entitled the “Our Coffeehouse Code of Conduct.”
“Starbucks spaces are for use by our partners and customers — this includes our cafes, patios and restrooms,” the new policy reads.
The Code of Conduct, which will be displayed in every company-owned Starbucks store in North America, also prohibits behaviors such as discrimination, harassment, smoking/vape use, violence, abusive/threatening language and panhandling. People who violate the code will be asked to leave the store, and employees may call law enforcement for help.
“Implementing a Coffeehouse Code of Conduct is something most retailers already have and is a practical step that helps us prioritize our paying customers who want to sit and enjoy our cafes or need to use the restroom during their visit,” Starbucks spokeswoman Jaci Anderson said in an emailed statement to The New York Times.
The change comes under the leadership of Brian Niccol, who joined Starbucks as CEO in September 2024 after serving as chief executive of Chipotle since 2018.
“We know from customers that access to comfortable seating and a clean, safe environment is critical to the Starbucks experience they love,” Sara Trilling, the president of Starbucks North America, wrote in a letter to store managers, according to the Times report. “We’ve also heard from you, our partners, that there is a need to reset expectations for how our spaces should be used, and who uses them.”
Starbucks implemented its open-door policy in 2018 after two Black men were arrested at a Starbucks in Philadelphia where they had gone for a business meeting. They had not ordered anything and were waiting for a third to join them.
The incident at the Philly store, which had a policy of asking non-paying customers to leave, was recorded and exploded into a major controversy for Starbucks.