Starbucks has reversed its policy of allowing anyone to use its cafes or restrooms without making a purchase, as part of an effort to improve customer experience and deter homeless individuals and non-paying customers. The new code of conduct applies to all locations in North America and displays clear expectations for behavior.
The move is aimed at prioritizing paying customers who want to sit and enjoy the cafe experience. Other changes include banning panhandling, consuming outside alcohol and vaping. Employees will receive training on the new policy.
To incentivize customers to stay in-store, Starbucks is introducing a free hot or iced coffee refill offer for all customers starting January 27. This perk was previously only available to loyalty program members.
The reversal comes at a time when many US cities lack adequate public access to restrooms. Private companies like Starbucks have filled this void but the policy has created challenges for employees and customers alike.
Starbucks’ open-door policy, introduced in 2018 after a high-profile incident involving two Black men, had brought in customers and helped brand itself as a “third place” between work and home. However, it also raised concerns about safety and staff well-being.
The reversal of this policy is seen as a pragmatic step to improve the customer experience while addressing challenges posed by the lack of public bathrooms in the US, according to historian Bryant Simon.
Source: https://edition.cnn.com/2025/01/14/food/starbucks-restroom-policy/index.html