Starbucks Reinforces New Policy on Store Usage and Customer Experience

Tuesday 14 January 2025 - 13:05

Starbucks has announced a change in its policy regarding the use of its coffee shops in North America, requiring customers to make a purchase in order to use its spaces, including restrooms. This shift reverses a previous stance from 2018, which allowed non-customers to use the facilities after a high-profile incident in which two Black men were arrested in one of its Philadelphia locations. The company responded at the time by closing stores for racial sensitivity training.

Under the updated policy, which will take effect on January 27, Starbucks is setting clear guidelines for its spaces, emphasizing that they are designated for customers and employees only. The new rules also include prohibitions on alcohol, smoking, vaping, harassment, and other disruptive behaviors.

This policy change comes as CEO Brian Niccol seeks to improve the company's performance after declining global sales and profits. Starbucks, with over 36,000 locations worldwide, plans to simplify its menu and offer more affordable drinks to attract customers.

The introduction of this new policy may be viewed as a challenge for some, particularly for those who rely on public restrooms provided by businesses. However, Niccol’s vision for Starbucks includes creating a welcoming environment where customers feel like they are spending time in a "community house."

In addition to the policy changes, Starbucks will now offer free refills of hot or iced coffee to customers who purchase a drink, aiming to encourage longer visits and increased purchases.