Starbucks says customers have to buy something or leave, changing 2018 open door policy

Starbucks says its cafes, patios and bathrooms will be reserved for paying customers going forward, bringing back a “buy something or leave” policy it removed after a racially charged incident at one of its stores.

The company moved to an open-door policy in 2018 after two black men were arrested at a Starbucks location in Philadelphia while waiting for a friend. One of them asked to use the restroom and was refused, and the situation escalated when an employee called the police, leading to a national uproar.

Starbucks announced soon after that anyone who entered its locations would be considered a customer.

A spokesperson for Starbucks Canada confirmed the change to CBC News, adding that the policy change “does not change our commitment to inviting the community into our spaces.”

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

Starbucks makes changes amid sales slump

The changes come as CEO Brian Niccol works to revitalize the large coffeehouse chain, which has struggled with disappointing sales and declining revenue.

Niccol said in an earnings call last fall that the company would need to win back customers and change its strategy, including simplifying its menu, focusing on coffee and bringing an intimate coffeehouse feel back to its locations.

The company also said Monday that it will offer free same visit hot or iced coffee and tea refills for all customers, not just rewards members, as long as they bring a reusable cup or use a Starbucks mugs supplied by the chain.

The coffee giant is offering the perk of encouraging customers to hang out at its cafes instead of ordering their drinks – a market already served by its pick-up locations.

In October, Starbucks announced it would kill extra fees for customers who replace dairy milk with a non-dairy alternative. It also plans to bring back a “spice bar” where customers can add their own milk and sugar to their drinks, and will reduce the number of new locations it opens in 2025.

The company “does not intend to raise prices during the 2025 fiscal year,” a spokesperson told CBC News last fall.