Starbucks Scraps Policy of Allowing Anyone to Use Restrooms Without Purchase
Starbucks is reversing its long-standing policy of allowing anyone to use its restrooms, regardless of whether they make a purchase, in an effort to improve the cafe experience and deter non-paying customers from using the chain as a shelter or pit stop.
The decision is part of a broader strategy by CEO Brian Niccol to boost sagging sales, improve worker relations, and attract more paying customers to its cafes. The new policy, which goes into effect in all North American locations, includes a ban on panhandling, discrimination, consuming outside alcohol, and vaping.
The move is a reversal of Starbucks’ previous open-door policy, which was introduced in 2018 after a high-profile arrest at one of its Philadelphia locations sparked a PR crisis. At the time, the company welcomed customers without requiring a purchase in an effort to build a “third place” between work and home. However, the policy has since created challenges for employees and customers alike.
The change comes at a time when many US cities and suburbs lack adequate public access to restrooms, forcing private companies like Starbucks, McDonald’s, and others to fill the void. Critics argue that the lack of public infrastructure highlights societal issues, including mental health concerns and the decline of public amenities.
As part of its new policy, Starbucks is also introducing a “code of conduct” to be displayed on store doors, which includes the new rules and expectations for behavior and use of its spaces. The company is also offering incentives to encourage customers to stay in its cafes, including a new policy allowing all customers to get one free hot or iced coffee refill served in ceramic mugs or reusable glasses.