New Starbucks Policy: No Purchase, No Stay

Starbucks customers in North America will be required to make a purchase to remain in stores or use facilities, a policy change set to take effect Jan. 27. 

This marks a departure from the company’s previous open-door policy, which had been in place for six years. The world’s largest coffee chain is introducing the change as part of its "Back to Starbucks" strategy to address declining sales.

The new rules, which will be displayed at all stores, give employees the authority to ask non-paying visitors to leave and, if necessary, contact law enforcement. The policy also introduces a broader code of conduct, addressing harassment and prohibiting smoking and alcohol on the premises. Starbucks will now also offer one free refill of hot or iced coffee for customers who purchase drinks in-store, starting the same date.

“Implementing a Coffeehouse Code of Conduct is something most retailers already have and is a practical step that helps us prioritize our paying customers who want to sit and enjoy our cafes or need to use the restroom during their visit,” Starbucks said in a statement. “This means our cafes, patios, and restrooms are for customers and partners. By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone. These updates are part of a broader set of changes we are making to enhance the cafe experience as we work to get back to Starbucks." 

The  policy shift has significant historical context. The original open-door policy was introduced in 2018 after a controversial incident in Philadelphia, where two men were arrested for sitting in a Starbucks without making a purchase. The men, who had asked to use the restroom while waiting for a friend and refused to leave when asked, sparked widespread criticism and calls for boycotts. In response, Starbucks opened its cafes to everyone, regardless of purchase.