Starbucks has introduced a new policy that will require customers to make purchases if they want to remain on its premises or use the restroom, a major change from its previous open-door approach. The updated code of conduct, which will soon be displayed at all company-operated stores in North America, also bans smoking, vaping, panhandling and the use of drugs or outside alcohol on the premises.
The move comes seven years after the coffee chain implemented its open-door policy in response to a 2018 incident when two Black men were arrested at a Philadelphia Starbucks while they were waiting for a business meeting. The incident, captured on video, caused a nationwide reaction and prompted Starbucks to declare its stores welcoming places for all, whether they made a purchase or not.
Now, the latest changes reflect a shift in priorities under the leadership of CEO Brian Niccol, who joined Starbucks from Chipotle in 2024 with the aim of revitalizing the brand. With a vision to reposition Starbucks as a community-focused coffeehouse, Nichol has placed an emphasis on creating a more attractive space for paying customers.
Starbucks spokesperson Jackie Anderson said the new policy is intended to ensure a positive experience for paying patrons. “We want everyone to feel welcome and comfortable in our stores. By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone, Anderson told CBS News.
The company clarified that the rules are not intended to discourage casual visitors but to address growing security concerns. A statement sent to CBS News acknowledged that some visitors may need to use the restroom or access Wi-Fi before making a purchase, and said the new guidelines are designed to balance hospitality with safety. They went.
Starbucks’ decision to tighten its rules comes after a series of incidents involving unruly behavior in its stores. In 2022, the company permanently closed 16 locations across the US due to safety risks.
The company also noted that, since the beginning of the COVID-19 pandemic, there has been an increase in mental health challenges, substance abuse, and homelessness, which has contributed to safety concerns in public spaces, including Starbucks locations.
Under the new policy, stores will have the power to ask individuals who violate the code of conduct to leave. If necessary, employees can call law enforcement to respond to more serious disturbances.
