Starbucks, the world’s largest coffee chain, has made a significant change to its policies. The company has reversed its open-door policy, which allowed non-paying customers to use its facilities. Under the new rule, people who enter the store must now make a purchase to stay, whether they plan to hang out, use the restroom, or access the store’s Wi-Fi.
The Policy Change and New Code of Conduct- Starbucks
In a move that surprised many, Starbucks announced on Monday that it would enforce a new Coffeehouse Code of Conduct across all company-owned stores in North America. The policy, which will be posted at U.S. locations, mandates that customers make a purchase if they wish to use the store’s amenities. It also includes bans on smoking, vaping, drug use, panhandling, and harassment.
Starbucks spokesperson Jaci Anderson explained that the reversal is meant to prioritize paying customers while maintaining a welcoming environment for everyone. “By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone,” Anderson told USA TODAY.
Ensuring Comfortable Spaces for Customers
While the new rule prioritizes paying customers, Anderson reassured that customers are still allowed to use the restrooms or log onto the Wi-Fi before ordering. The company emphasized that the goal is not to exclude people but to create a more comfortable and clear environment for everyone.
Starbucks’ New Leadership and Refocused Vision
This policy change comes under the leadership of Brian Niccol, who took over as CEO in 2024. In his statement, Niccol highlighted the need to improve customer experience by refocusing on what made Starbucks special—a place for connection, joy, and great coffee. Niccol’s goal is to address customer frustrations, including long wait times and inconsistent products, to make the Starbucks experience more enjoyable.
The 2018 Open-Door Policy and Its Aftermath
Starbucks’ open-door policy dates back to 2018 when the company allowed non-paying customers to use the restrooms and sit in stores without making a purchase. The decision came after an incident in Philadelphia, where two Black men were arrested for trespassing when they hadn’t made a purchase, sparking public outcry and accusations of racial profiling. In response, Starbucks made changes to its policies to be more inclusive and avoid similar incidents in the future.
However, following years of feedback and the evolving leadership under Niccol, the company has now shifted back toward a stricter approach, with the goal of creating a better environment for its paying customers.
Conclusion
Starbucks’ new Coffeehouse Code of Conduct aims to maintain a welcoming environment for customers while prioritizing those who make purchases. The policy change marks a return to a more transactional approach, while still allowing space for those who need to use the facilities. As the company adjusts to these new policies, the hope is to create a space that reflects Starbucks’ commitment to connection and community.
