Starbucks is closing the door on their open-door policy.
On Monday the café chain introduced a new code of conduct making it clear its spaces are to be used by staff and paying customers only.
Starbucks’ Coffeehouse Code of Conduct applies to all company operated locations in Canada and the U.S. and reverses a policy decision made in 2018 that invited all people — whether they were planning on making a purchase or not — into its stores.
“By setting clear expectations for behaviour and use of our spaces, we can create a better environment for everyone,” Leanna Rizzi, a spokesperson for Starbucks said in an email, adding that most retailers already have similar codes of conduct in place.
What changes have been made?
The open-door policy came into effect in 2018 after a video showing the arrest of two Black men who were asked to leave a Philidelphia Starbucks because they didn’t buy anything, despite being there for a meeting, began to circulate and draw negative attention.
“We don’t want to become a public bathroom,” former Starbucks CEO, Howard Schultz, said while speaking in Washington D.C. after the incident. “But we’re going to make the right decision 100 per cent of the time and give people the key.”
“We don’t want anyone at Starbucks to feel as if we are not giving access to you to the bathroom because you are less than,” said Schultz.
Just a few years later in 2022 though, the chain made the decision to close 16 U.S. stores due to safety issues, including concerns around drug use and disruptive behaviours threatening staff.
Now, seven years out from the open-door policy being introduced, Starbucks’ position is that the move away from it “is a practical step that helps us prioritize our paying customers who want to sit and enjoy our cafés or need to use the restroom during their visit,” said Rizzi.
“Our cafes, patios and restrooms are for customers and (employees),” her email reiterated.
The new Coffeehouse Code of Conduct will be displayed in Starbucks stores across Canada and the U.S. to “remind customers of the role they play in creating a community coffeehouse that is inviting and welcoming,” according to the café’s webpage.
It states Starbucks expects people to treat each other with respect, and prohibits misuse or disruption of its spaces, discrimination and harassment, violence and abusive or threatening language.
The code also prohibits the consumption of outside alcohol, smoking, vaping or other drug use and panhandling.
“We will ask anyone not following this code of conduct to leave the store and may ask for help from law enforcement,” the webpage said.
Free refills
Starbucks recently announced another change to one of its popular policies. As of Jan. 27, the cafe chain will expand its free refills policy to customers outside of its rewards program.
Customers can get “free same-visit, in-store refills of hot and iced brewed coffee or tea at participating stores when their original beverage is made in a clean reusable cup or for-here ware,” the policy states.
Rewards members will continue to be eligible for refills, but as of Feb. 12, will also need for-here ware or a reusable cup to get one.
Starbucks employees are set to receive training on the Coffeehouse Code of Conduct and new service standards beginning later this month.
With files from The Associated Press.
