Starbucks' New Rule A Purchase Required to Stay or Use Facilities

Starbucks is discontinuing a policy that allowed anyone to use its cafes or restrooms without making a purchase. This change is part of a broader effort to enhance the in-store experience but marks a reversal of a policy introduced after one of the company’s largest PR crises.

The new code of conduct, announced on Monday, aligns with CEO Brian Niccol’s strategy to attract customers, boost flagging sales, and improve employee relations. It applies to all North American locations and will be prominently displayed on store doors.

The policy aims to prioritize paying customers who wish to relax in the cafe or use the restrooms, according to a Starbucks spokesperson. By setting clear expectations for behavior and space usage, we aim to create a more welcoming environment for everyone.

Additional changes include a ban on panhandling, discrimination, the consumption of outside alcohol, and vaping. Employees will be trained on the new guidelines.

Starbucks is also incentivizing customers to stay in-store rather than opting for takeout by offering perks for in-store purchases. Starting January 27, all customers will be entitled to a free hot or iced coffee refill served in ceramic mugs or reusable glasses they bring. Previously, this benefit was exclusive to loyalty program members.

The decision to limit restroom access comes amid a national shortage of public restrooms in many U.S. cities and suburbs, leaving private businesses like Starbucks and McDonald's to fill the gap.

The open-door policy, which began in 2018 after a highly publicized incident at a Philadelphia Starbucks, helped the company position itself as a third place between work and home. However, it has led to challenges for both employees and customers.

That policy followed the arrest of two Black men who were waiting for a friend at a Philadelphia store. One of the men was denied restroom access unless he made a purchase. The incident, captured on video, quickly turned into a public relations crisis for Starbucks.

In 2022, former CEO Howard Schultz suggested that keeping restrooms open might no longer be feasible due to growing mental health concerns affecting both staff and customers. That year, Starbucks closed over a dozen locations, primarily in downtown areas, citing safety issues.

This week's changes reflect Niccol’s efforts to rejuvenate the company. He has previously expressed a desire to return Starbucks to its roots as a community coffeehouse, with comfortable seating and a clearer distinction between takeout and dine-in experiences.

We have a shared understanding that we’ve drifted from our core, Niccol said in September. We’re focused on enhancing the in-store experience, ensuring our spaces reflect the sights, smells, and sounds that define Starbucks.