Starbucks announced on Monday that it is reversing its previous policy of allowing everyone to use its stores. The company has introduced a new code of conduct that will be displayed in all company-owned stores across North America. This new policy bans activities such as discrimination, harassment, consumption of outside alcohol, smoking, vaping, drug use, and panhandling.
A spokesperson for Starbucks, Jaci Anderson, explained that the new rules are aimed at prioritizing paying customers. She mentioned that many other retailers have similar policies in place.
Anderson stated, “We want everyone to feel welcome and comfortable in our stores. By setting clear expectations for behavior and space usage, we can create a better environment for everyone.”
The new code of conduct warns that those who violate the rules will be asked to leave the store, and law enforcement may be called if needed. Starbucks also stated that employees will be trained to enforce the new policy.
The new rules mark a reversal of Starbucks’ open-door policy introduced in 2018. This policy came after two Black men were arrested at a Starbucks in Philadelphia while attending a business meeting. The store had a rule of asking non-paying customers to leave, and since the men hadn’t made a purchase, they were asked to leave. However, the arrest, which was filmed and widely shared, became a significant embarrassment for the company.
At the time, Starbucks Chairman Howard Schultz emphasized that he didn’t want people to feel “less than” if they were denied access to the stores. He stated, “We don’t want to become a public bathroom, but we’re going to make the right decision a hundred percent of the time and give people the key.”
However, since then, both employees and customers have faced challenges with unruly and even dangerous behavior inside stores. In 2022, Starbucks shut down 16 stores across the country—six in Los Angeles and six in Seattle—due to repeated safety concerns, including drug use and other disruptive actions that put staff at risk.
The new rule is part of an effort by Starbucks’ new chairman and CEO, Brian Niccol, to boost the company’s declining sales. Niccol has expressed a desire to bring back the sense of community that Starbucks once had, before challenges like long drive-thru lines, mobile order delays, and other issues made visits feel more like a hassle.