In a significant policy shift, Starbucks announced it will end its “open-door” policy across North American locations starting January 27, 2025, requiring customers to make purchases to access store facilities, including restrooms. This marks a reversal of a six-year-old policy that allowed non-paying visitors to use their spaces.
The change stems from a complex history dating back to 2018, when Starbucks implemented its open-door policy following a controversial incident in Philadelphia. Two Black men were arrested while waiting for a business meeting without making a purchase, leading to widespread criticism and accusations of racial profiling. The company responded by adopting an inclusive approach, welcoming all individuals regardless of purchase.
However, the aftermath of this policy has presented significant challenges. By 2022, Starbucks was forced to close 16 stores due to recurring safety concerns, including:
• Drug use in stores
• Harassment incidents
• Disruptive behavior
• Other hazardous activities
The new code of conduct introduces several key regulations:
- Mandatory purchase requirement for facility use
- Prohibition of discrimination and harassment
- Ban on outside alcohol consumption
- No smoking or vaping
- Zero tolerance for drug use
- Restriction on panhandling
Under the leadership of new CEO Brian Niccol, formerly of Chipotle, the company is implementing these changes as part of its “back to Starbucks” strategy. To balance the stricter policy with customer benefits, the coffee chain will offer free hot or iced coffee refills to customers using ceramic mugs or reusable glasses for in-store dining.
Staff members will receive comprehensive training on enforcing these new guidelines, with authority to request violators to leave and contact law enforcement if necessary. The company maintains that these changes aim to create a more welcoming environment while prioritizing paying customers’ comfort and safety.
A Starbucks spokesperson emphasized that this update represents a practical step toward enhancing the café experience. Notably, this policy change affects only North American locations, with UK establishments continuing to maintain open access to facilities regardless of purchase.
The policy shift comes as Starbucks addresses various business challenges, including consumer responses to price increases and recent market pressures. The company views these changes as essential steps in revitalizing its brand and maintaining its position as the world’s largest coffee chain while ensuring store safety and customer satisfaction.
