Starbucks is making a sharp U-turn on its controversial 2018 “open-door” policy, announcing a new code of conduct that restricts access to its stores and facilities for non-paying customers. The move, revealed on Monday, reflects the company’s growing effort to prioritize the safety and comfort of its patrons and employees after years of escalating issues tied to its former policies.
Under the new rules, Starbucks will require individuals to make a purchase if they want to hang out or use the restrooms in its stores. The updated code of conduct, which will soon be posted in all company-owned North American locations, also prohibits disruptive behaviors like panhandling, drug use, vaping, and consuming outside alcohol.
Jaci Anderson, a Starbucks spokesperson, explained the shift: “We want everyone to feel welcome and comfortable in our stores. By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone.”
Violators of the new policy will be asked to leave, and law enforcement may be contacted if necessary. Employees will undergo training to ensure the guidelines are enforced consistently and effectively.
This decision marks a significant departure from the chain’s “anyone is welcome” stance adopted in 2018. That policy was a response to public backlash after two black men were arrested at a Philadelphia Starbucks while waiting for a business meeting without making a purchase. The incident, captured on video, led to widespread criticism and a daylong company-wide closure for racial bias training.
At the time, then-Chairman Howard Schultz defended the open-door policy, saying he didn’t want anyone to feel “less than” for being denied access. However, the policy soon created new challenges for Starbucks as stores became hubs for loitering, drug use, and unruly behavior.
The breaking point came in 2022 when Starbucks closed 16 stores across the U.S., including several in Los Angeles and Seattle, citing repeated safety concerns. Employees reported incidents of drug use and other disruptive behaviors that jeopardized their well-being.
Starbucks’ new CEO, Brian Niccol, is now steering the company back to its roots as a welcoming but safe community coffeehouse. Niccol has emphasized the importance of addressing long-standing operational issues, from chaotic mobile order backups to safety concerns, as part of his plan to revitalize the brand.
For many, this policy shift signals a return to common sense in addressing the unintended consequences of overly permissive policies. The chain’s attempt to cater to everyone at all times strained its ability to serve its core customers: those who come for coffee, community, and conversation.
By reaffirming its commitment to paying customers and creating a secure environment, Starbucks hopes to reclaim its status as a beloved community hub rather than a magnet for chaos. The new policy isn’t just about improving sales; it’s about restoring order and making Starbucks a place where people can feel safe and valued again.
For those who argue that public spaces should be freely accessible, this decision underscores a hard truth: running a business means making tough calls. Starbucks seems to have realized that fostering a welcoming environment sometimes requires drawing clear boundaries.
