The open-door policy held by the coffee shop chain Starbucks is being reversed, as they will start requiring people to purchase an item if they wish to use the restrooms or stay at their shops. The change will be implemented on January 27, 2025 at all the chain’s locations in North America, Yahoo reports. According to USA Today, the company also released a new code of conduct, which will ban discrimination, consumption of alcohol, smoking, vaping, drug use, and panhandling. CBS News reports that in 2022, Starbucks closed 16 locations across the United States, including six in Los Angeles and six in Seattle due to repeated safety issues that included drug use and disruptive behavior that threatened staff members
According to Yahoo, Starbucks reported declining sales for three quarters in a row in 2024. The company has been involved in controversy over the past few years, including strikes by workers nationwide. In 2024, the chain announced that they planned to renovate stores by adding acoustic dampening baffles in the ceilings to reduce noise and adding power screens to windows to reduce glare and shadows.
CNN reports that the open-door policy was implemented in 2018 after an incident in Philadelphia, Pennsylvania that ended in the arrests of two Black men who were waiting for their friend. After walking in, one of the men asked to use the restroom and was told that the restrooms were for paying customers, and they were then arrested. The incident was recorded on camera and caused a public relations disaster for Starbucks.
Starbucks also added another change for in-store purchases. Beginning on January 27, 2025, customers can get one free refill of hot or iced coffee in ceramic mugs and reusable cups, an option that was previously only available to rewards members.
According to CBS News, Starbucks spokesperson Jaci Anderson said that “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.” These major moves come from the new leadership of Brian Niccol, who was hired from Chipotle in 2024 to revitalize the coffee chain from its struggles. CBS News reports that Niccol is aiming to make the company’s locations “inviting places to linger.”
It will be interesting to see how the company fares after these major changes. Once a booming icon in the food and beverage industry, Starbucks has had to since make major changes to combat their relatively newfound struggle.
