Starbucks has announced that it will be reverting to a "buy something or leave" policy in its cafés, patios, and bathrooms, reserving these spaces for paying customers only. This change comes after the coffee chain had implemented an open-door policy in 2018 following a racially charged incident at one of its stores in the U.S.
The company made the decision to allow anyone who entered its locations to be considered a customer after two Black men were arrested at a Starbucks in Philadelphia while waiting for a friend. The incident sparked national outrage and led to a shift in Starbucks' policy.
A spokesperson for Starbucks Canada confirmed the policy reversal, stating that it does not change the company's commitment to inviting the community into its spaces. The spokesperson emphasized the importance of setting clear expectations for behavior and use of their locations to create a better environment for everyone.
The changes at Starbucks come as CEO Brian Niccol works to revitalize the major coffeehouse chain, which has been facing disappointing sales and dropping revenues. Niccol has emphasized the need to win back customers and change the company's strategy, including simplifying the menu, focusing on coffee, and bringing back an intimate coffeehouse vibe to its locations.
In addition to the policy change, Starbucks has announced that it will offer free same-visit refills of coffee and tea to all customers who bring a reusable cup or use a Starbucks-provided mug. The company is also eliminating extra charges for customers who substitute dairy milk with a non-dairy alternative and plans to reduce the number of new locations opened in 2025.
Overall, these changes are part of Starbucks' efforts to enhance the café experience and attract more customers as it navigates a challenging retail landscape.