Starbucks Ends ‘Open-Door’ Policy, Introduces New Conduct Rules
Starbucks is rolling back its once-celebrated policy that allowed anyone to use its restrooms and café spaces without making a purchase. This change comes as part of a broader code-of-conduct update designed to prioritize paying customers and reduce non-paying visitors in search of bathroom access or shelter. Under the new rules, Starbucks explicitly bans activities like panhandling, drinking outside alcohol, or vaping in stores, while also providing clearer guidelines for customer and staff behavior.
The shift marks a reversal from Starbucks’ 2018 “open-door” approach, which was implemented after two Black men were arrested at a Philadelphia location for using the restroom without buying anything—a major PR crisis for the company at the time. Critics point out that insufficient public restrooms in many parts of the U.S. has historically thrust private businesses, like Starbucks, into acting as de facto public facilities. Nonetheless, Starbucks leadership contends the changes will help maintain a safe and welcoming environment.
Additionally, Starbucks is offering fresh incentives for in-store patrons, like a free hot or iced coffee refill for all customers—previously a perk limited to loyalty program members. The overall strategy aims to balance customer comfort with the company’s need to manage overburdened cafés and maintain worker safety.
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