Starbucks has announced a major U-turn that means customers will no longer be able to sit in its cafes unless they buy something.
The world’s biggest coffee chain introduced a new policy almost seven years ago that allowed people to hang out inside its cafes and use the toilets without having to buy something – but this will all change from January 27, when a new code of conduct will be introduced across its branches in the US.
Those who don’t make a purchase will be asked to leave, and the company has warned that staff may contact the police if people refuse to go. Starbucks employees will be given training on the new rules, which will also ban harassment, smoking, drug taking, and the consumption of alcohol purchased from outside.
A spokesperson from Starbucks said: “We want everyone to feel welcome and comfortable in our stores. 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.
“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 open-door policy was introduced in 2018 after two black men were arrested inside a Starbucks in Philadelphia for refusing to leave or make a purchase. The paid, who had met inside a Starbucks cafe for a business meeting, were later released without charge.
At the time, Starbucks Chairman Howard Schultz said he was “embarrassed” by the incident, which also led to a temporary closure of all US stores for racial sensitivity training. At the time, Starbucks Chairman Howard Schultz said he didn’t want people to feel “less than” if they were refused access. He said: “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.”
The new rule also come as part of plans by Starbucks’ new chairman and CEO, Brian Niccol, to tackle flagging sales. In an update issued last October, the company said global sales tumbled by 7% between July and September, while it fared the worst hit in China, where sales fell 14% for the same period.
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