Starbucks, the world’s largest coffee chain, has announced a new policy requiring customers in North America to make a purchase to use its facilities, including restrooms and seating areas.
The policy, effective January 27, reverses a 2018 decision that allowed individuals to use Starbucks spaces without buying anything.
This move is part of Starbucks’ “Back to Starbucks” initiative, spearheaded by CEO Brian Niccol, to address declining sales and improve the customer experience. The company has introduced a new code of conduct that prohibits harassment, smoking, outside alcohol, and disruptive behavior. Violations of the policy may result in individuals being asked to leave, with staff authorized to call the police if necessary.
“Implementing a Coffeehouse Code of Conduct is a practical step to prioritize our paying customers who want to enjoy our cafes,” a Starbucks spokesperson said.
The company aims to make its cafes more welcoming for those who purchase and stay.
The reversal marks a significant change from the 2018 policy enacted after public backlash over the arrest of two Black men at a Philadelphia Starbucks. That incident led to accusations of racial discrimination and prompted the company to close stores temporarily for racial sensitivity training. The prior policy was seen as an effort to make Starbucks spaces accessible to all, regardless of whether they made a purchase.
The new policy has drawn mixed reactions. Critics argue it could disproportionately affect vulnerable groups, such as disabled individuals or pregnant women, who rely on public restrooms while shopping. Starbucks has not clarified if this policy will extend beyond North America, as it has not responded to questions about its UK operations.
To encourage longer customer visits, Starbucks will begin offering one free refill of hot or iced coffee to those consuming their drink on the premises. This effort aligns with Niccol’s vision of fostering a “community house experience” in Starbucks cafes.
Niccol, who joined Starbucks after leading Chipotle, has introduced various measures to revitalize the company, including simplifying its menu and revamping cafes. Despite controversies surrounding his appointment, including the use of a private jet for commuting, Niccol has been tasked with driving growth and achieving the company’s ambitious sustainability goals.
BBC and the Guardian contributed to this report.
