Starbucks Introduces New Rules Allowing Customers to Use Restrooms, Cafe Spaces Only if They Make a Purchase

As part of its efforts to elevate the in-store experience and improve worker relations, Starbucks has implemented new rules restricting access to its cafe and restroom spaces. Effective immediately, customers will need to make a purchase to use these facilities.

According to the company’s new code of conduct, which applies to all North American locations, the changes are designed to prioritize paying customers and create a better environment for everyone.

The new policy, announced by CEO Brian Niccol, bans panhandling, discrimination, consuming outside alcohol, and vaping within Starbucks premises. Employees will receive training on the new policy.

To incentivize customers to stay in stores instead of ordering to-go, Starbucks is offering perks for in-store orders. For example, all customers can now get free refills on their coffee with in-store orders, starting from January 27.

Background of the policy change

The shift in policy comes at a time when many US cities and suburbs are facing inadequate public restroom facilities. This has led private companies like Starbucks to step in and provide alternative options. However, the open-door policy has created challenges for employees and customers alike.

In 2018, a viral video of two Black men being arrested at a Philadelphia Starbucks location sparked a PR disaster for the company. The incident was linked to the company’s policy of allowing non-paying customers to use restrooms.

What this means for Starbucks customers

The new rules are part of CEO Brian Niccol’s efforts to reinvigorate the chain by making it a welcoming community coffeehouse with comfortable seating and clearer distinctions between “to-go” and “for-here” service.