Starbucks announced on Monday that it is reversing its open-door policy, which previously allowed anyone to enter its stores, regardless of whether they made a purchase. The coffee chain will now require customers to buy something if they wish to hang out or use the restroom in its North American stores.
The company has introduced a new code of conduct that will be posted in all company-owned stores across the North America. The code also prohibits discrimination, harassment, consumption of outside alcohol, smoking, vaping, drug use, and panhandling on the premises.
Jaci Anderson, a Starbucks spokesperson, stated that the new rules aim to prioritize paying customers, adding that most other retailers already have similar policies in place. “We want everyone to feel welcome and comfortable in our stores,” Anderson said as quoted by the Associated Press. “By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone,” she added.
The code of conduct also warned that those who violate the rules will be asked to leave, and the store may involve law enforcement if necessary. Starbucks has announced that its employees will receive training on enforcing the new policy.
Few people criticised the announcement with one person saying, “This is an absolute terrible and greedy decision to make. People used to go in there all the time to just study. Starbucks, you are already on thin ice. Way to put yourself on thinner.” While many other questioned the applicability. “They don’t pay baristas enough to make them pay attention and enforce this,” said a X user.
Some also supported the new policy calling it a smart business decision. “Most predictable decision ever. You can’t run a business by supplying free internet to non-customers who occupy tables meant for actual customers,” said a man identified as Joe 2.0 (@joe4deadcat) on X.
This policy change comes after Starbucks implemented an open-door policy in 2018 following an incident in Philadelphia where two Black men were arrested while waiting for a business meeting without making a purchase. The arrest, which was captured on video, caused significant embarrassment for the company.
Since then, however, Starbucks employees and customers have faced challenges with unruly and dangerous behavior in stores. In 2022, the company closed 16 locations across the country, including six in Los Angeles and six in Seattle, due to repeated safety issues such as drug use and other disruptive behaviors that threatened staff.
The new rule is part of a larger effort by Starbucks’ new chairman and CEO, Brian Niccol, to reinvigorate the chain’s slowing sales. Niccol has expressed his desire to recapture the community coffeehouse atmosphere that Starbucks once had before issues like long drive-thru lines and mobile order backups made visits more of a hassle.
