On Monday, coffee-giant Starbucks announced it is reversing its previous open-door policy that granted equal access to both customers and non-customers after stores became unsafe.
According to Starbucks spokesperson Jaci Anderson, the policy is meant to prioritize paying customers—a staple policy in many other retail environments.
The move, which marks a return to tradition, comes with a new code of conduct, which will be put on display in all company-owned North American stores.
The code prohibits discrimination or harassment, consumption of alcohol bought elsewhere, smoking, vaping, drug use, and panhandling.
“We want everyone to feel welcome and comfortable in our stores,” Anderson said. “By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone.”
The new policy warns that anyone violating the code of conduct may be asked to leave, and law enforcement could be contacted if necessary. Starbucks also said employees will receive training on enforcing the new guidelines.
Additionally, if you want to hang out at Starbucks, wait for a friend, or simply pop in to use the restroom, you will have to buy something now.
The now canceled open-door policy was put in place in 2018, when a scandal erupted after two black men were arrested at a Philadelphia Starbucks that had a policy of asking non-paying customers to leave.
The two men had gone there for a business meeting but made no order. When they were asked to leave, they refused. Employees called the police, who asked the men politely to leave three times. They again refused and were arrested.
The arrest, which was caught on video, went viral and was seen as an example of racial profiling. Protests ensued.
Starbucks CEO Kevin Johnson called the incident “reprehensible,” and promised the company would “work with outside experts and community leaders to understand and adopt best practices.”
“Creating an environment that is both safe and welcoming for everyone is paramount for every store,” Johnson added.
Starbucks Chairman Howard Schultz said he didn’t want people to feel “less than” if they were refused access.
“We don’t want to become a public bathroom, but we’re going to make the right decision a hundred percent of the time and give people the key,” he said.
However, the good intentions soon backfired and the coffee chain has been dealing with an increase in problems at its stores since the adoption of the open-door policy.
In 2022, the company had to close 16 locations nationwide, including several in Los Angeles and Seattle, due to enduring safety concerns regarding drug use and various unruly behaviors that posed risks to employees and customers.
The new rule comes as part of a push by Starbucks’ new chairman and CEO, Brian Niccol, to reinvigorate the chain’s sagging sales, following a very disappointing Pumpkin Spice Latte season.
Niccol, who called for a “fundamental” change to the company’s strategy, aims to recapture the community coffeehouse feeling Starbucks used to have. So expect smaller menus, faster service, better timing for mobile orders, and the return of the Sharpie.
The Associated Press contributed to this article.