Starbucks Reinstates Purchase-Only Policy to Revamp Customer Experience

Starbucks is set to implement a significant policy change effective January 27, requiring customers to make a purchase in order to use its facilities. This shift marks a reversal from the company’s 2018 decision that allowed non-purchasers to access its cafes and restrooms freely, a move originally prompted by a public relations crisis surrounding the arrest of two men in a Philadelphia store. The new policy is part of a broader initiative called the ‘back to Starbucks’ strategy, introduced by Starbucks’ new CEO Brian Niccol, aimed at rejuvenating customer engagement amid declining sales and recent backlash over price hikes and political tensions related to the Israel-Gaza conflict.

The updated ‘Coffeehouse Code of Conduct’ includes measures to enhance the overall cafe experience, with a focus on prioritizing paying customers and ensuring a welcoming environment. Notable aspects of the new conduct include bans on harassment, smoking, and outside alcohol, alongside the authority for staff to ask loiterers to leave or even contact the police if needed. Furthermore, to incentivize purchases, Starbucks will offer a complimentary refill of hot or iced coffee for customers who buy a drink at the cafe, encouraging more in-store consumption.

These strategic changes are a response to recent challenges facing the world’s largest coffee chain and aim to revitalize its brand and customer base by emphasizing a more traditional coffeehouse experience.