Starbucks is ending its open door policy

Starbucks announced Monday that it is reversing its open-door policy, which had previously allowed anyone to enter its stores regardless of whether they made a purchase. The coffee chain now requires customers to purchase something if they want to hang out at its North American stores or use the restroom.
The company has implemented a new code of conduct that will be posted in all company-owned stores across North America. The code also prohibits discrimination, harassment, consumption of other people’s alcohol, smoking, e-cigarettes, drug use and begging on the premises.
Starbucks spokeswoman Jaci Anderson said the new rules are aimed at giving priority to paying customers, adding that most other retailers have already implemented similar policies. “We want everyone to feel welcome and comfortable in our stores,” Anderson said, according to the Associated Press. “By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone,” she added.
The code of conduct also warned that those who break the rules will be asked to leave the store and the store may involve law enforcement if necessary. Starbucks has announced that its employees will receive training on how to enforce the new policy.
Few people criticized the announcement, with one person saying: “This is an absolutely terrible and greedy decision. People used to go in there all the time just to study. Starbucks, you’re already on thin ice. A way to get even thinner.” While many others questioned the applicability. “They don’t pay baristas enough to get attention and enforce this,” said one X user.
Some also supported the new policy, calling it a smart business decision. “The most predictable decision ever. “You can’t run a business by providing free internet to non-customers who occupy tables meant for actual customers,” said a man named Joe 2.0 (@joe4deadcat) on X.
This policy change comes after Starbucks implemented an open-door policy in 2018 following an incident in Philadelphia in which two Black men were arrested while waiting for a business meeting without making a purchase. The arrest, which was captured on video, caused great embarrassment to the company.
Since then, however, Starbucks employees and customers have faced unruly and dangerous behavior in stores. In 2022, the company closed 16 locations across the country, including six in Los Angeles and six in Seattle, due to repeated safety issues such as drug use and other disruptive behavior that threatened employees.
The new rule is part of a larger effort by new Starbucks Chairman and CEO Brian Niccol to revive the chain’s declining sales. Niccol has expressed his desire to recapture the communal coffeehouse atmosphere that Starbucks once had, before problems like long drive-thru lines and mobile order backups made visits more of a hassle.