Starbucks announced a significant policy change on January 13th, 2025, as part of its “Back to Starbucks” strategy. The new policy, effective January 27th, requires customers to make a purchase before using restrooms or lounging in cafe spaces. This move aims to prioritize the spaces for paying customers and enhance the overall customer experience.
According to a statement released by Starbucks, the new “Coffeehouse Code of Conduct” aligns with common practices among retailers. The company emphasizes that its spaces, including cafes, patios, and restrooms, are intended for the use of paying customers and partners (employees).
“We want to ensure our spaces are prioritized for use by our customers,” the statement reads. It further clarifies that the code aims “to provide clarity that our spaces — including our cafes, patios and restrooms — are for use by customers and partners.”
:max_bytes(150000):strip_icc():focal(779×430:781×432)/starbucks-barista-hands-customer-coffee-011425-b5667ed01cf74fd2a965967c4a1de6dc.jpg)
The comprehensive Code of Conduct addresses various behaviors beyond restroom use. It prohibits the consumption of outside alcohol, smoking, vaping, harassment, panhandling, and discrimination within Starbucks locations. Starbucks baristas are authorized to ask non-compliant individuals to leave the premises and to contact law enforcement if necessary.
Starbucks spokesperson Jaci Anderson stated, per AP News, “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.” This sentiment echoes the company’s concluding statement regarding the Code of Conduct: “The code of conduct is displayed in our stores to remind customers of the role they play in creating a community coffeehouse that is inviting and welcoming.”
The Wall Street Journal reported that the new policy also restricts the provision of free water to paying customers and their companions.
:max_bytes(150000):strip_icc():focal(773×368:775×370)/starbucks-barista-coffee-order-011425-548d4171901b4579ac42ca6f0e04cc6d.jpg)
This policy shift marks a reversal from Starbucks’ 2018 open-door policy, implemented after the controversial arrest of two Black men at a Philadelphia location for conducting a business meeting without making a purchase. Since then, the company has faced challenges with long bathroom lines and disruptive behavior in its cafes, leading to the closure of 16 stores in 2022 due to safety concerns, including staff threats and drug use.
CEO Brian Niccol, who joined Starbucks in August 2023 after leading Chipotle, aims to revitalize the company and address declining sales. Upon assuming his role, Niccol expressed optimism about driving growth and enhancing the Starbucks experience while upholding the company’s mission and values. He also pledged to temporarily halt price increases to simplify pricing and improve transparency for customers. This was announced on Good Morning America in December 2024, with Niccol expressing dissatisfaction with the lack of clear price updates during customization in the Starbucks app. He aims to improve transparency in pricing for customers. The new purchase requirement for restroom and cafe use is the latest initiative under Niccol’s leadership.
