Starbucks has reversed its open-door policy and will, from now on, require customers to make a purchase if they wish to stay in its coffee shops or use its restrooms.
The original open-door policy was implemented in 2018 after an incident at a Philadelphia Starbucks where two men were arrested while waiting for a business meeting. The event – captured on video – sparked public backlash and prompted the company to shift its approach.
Seven years post-event, the reversal comes under the leadership of CEO Brian Niccol, who pledged to revitalize the chain, highlighting the importance of its stores as inviting spaces for paying customers while reestablishing its status as a “community coffeehouse”.
The updated rules will be displayed in all company-owned stores across North America and will also prohibit discrimination, harassment, outside alcohol consumption, smoking, vaping, drug use, and panhandling.
Starbucks spokesperson Jaci Anderson noted that the revised policy prioritizes paying customers while creating a welcoming environment.
“We want everyone to feel welcome and comfortable in our stores,” said Anderson. “By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone.”
Employees will receive training on enforcing the updated rules, which also specify that violators may be asked to leave, with law enforcement called if necessary.
