Starbucks Reinstates Purchase Requirement for Store Access, Ending 2018 Open-Door Policy

Starbucks Reinstates “Buy Something or Leave” Policy, Ending Open-Door Access Introduced in 2018

Starbucks announced that its cafés, patios, and bathrooms will now be reserved exclusively for paying customers, reviving the “buy something or leave” policy it dropped in 2018. This move marks a shift from its open-door policy, which was implemented following a racially charged incident at a Philadelphia location that sparked national outcry.

The 2018 policy change occurred after two Black men were arrested while waiting for a friend at a Starbucks. One of the men asked to use the restroom but was denied, and an employee called the police when they remained in the store. The incident triggered widespread criticism and led the company to declare that anyone entering its stores would be considered a customer.

A Starbucks Canada spokesperson confirmed the policy reversal to CBC News, emphasizing the company’s continued commitment to welcoming communities into its spaces.

“By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone. These updates are part of broader changes we’re making to enhance the café experience as we work to get back to Starbucks,” the spokesperson said in a statement.

Revitalization Efforts Amid Slumping Sales

The policy change aligns with broader efforts by CEO Brian Niccol to revitalize the global coffeehouse chain, which has been struggling with declining sales and revenue. During an earnings call last fall, Niccol outlined a new strategy to win back customers by simplifying the menu, emphasizing core coffee offerings, and restoring a more intimate coffeehouse atmosphere.

As part of these changes, Starbucks announced several initiatives to improve customer experience:

• Free Refills: Customers can now enjoy free same-visit refills of hot or iced brewed coffee and tea if they bring a reusable cup or use Starbucks-provided mugs. This perk aims to encourage customers to spend more time in cafés instead of ordering drinks to go.
• Non-Dairy Milk Charges Dropped: The company eliminated extra fees for substituting non-dairy alternatives, such as almond or oat milk, in October.
• Condiment Bars Return: Starbucks plans to reintroduce condiment bars, allowing customers to customize their drinks with milk and sugar.
• New Store Expansion Slowed: Starbucks announced it will reduce the number of new locations it opens in 2025 to focus on enhancing existing stores.
• Price Stability: A spokesperson confirmed last fall that the company does not plan to raise prices during the 2025 fiscal year.

The company hopes these initiatives will help restore its reputation and reestablish Starbucks as a destination for customers seeking both high-quality coffee and a welcoming environment.