Starbucks reverses its open-door policy, requiring people to make a purchase if they want to stay

In January 2025, Starbucks announced the reversal of its open-door policy, implemented to welcome all customers, amid increasing safety concerns in its stores. This decision came nearly seven years after a controversial incident in Philadelphia, where two Black men were arrested for sitting in a store without making a purchase. The new code of conduct, intended to establish expectations for behavior, will be applied in all company-owned stores across North America and will also prohibit various disruptive behaviors, including smoking, drug use, and harassing individuals. Starbucks aims to prioritize paying customers, following multiple reports of unruly conduct within its locations. The initial open-door policy was adopted in response to public backlash and aims to avoid discrimination within the company's establishments. Starbucks Chairman at the time, Howard Schultz, expressed the values of inclusion and refused to allow discrimination against potential non-paying customers. However, after witnessing significant safety challenges in stores across the nation, including drug-related incidents that prompted closures, Starbucks' leadership, now under Brian Niccol, deemed a change essential. Niccol, who previously worked at Chipotle, emphasized a need for stores to provide a safe and comfortable environment. While Starbucks hopes to regain its reputation as a community gathering space, they acknowledge that other retailers enforce similar purchasing rules. The company sees this new policy as a means of balancing between being inviting and maintaining safety. Starbucks spokesperson Jaci Anderson highlighted that with clear expectations, it is possible to foster a better atmosphere for everyone who chooses to visit. Employees will receive training on the implementation of this updated conduct code, which will actively confront behavior deemed inappropriate. The August 2018 incident in Philadelphia served as a pivotal moment for the company, triggering a national conversation about race and public spaces. While Starbucks attempted to make its locations welcoming to all, the increasing visibility of safety issues urged them to reconsider their approach. Starbucks has been proactive in addressing these challenges but must navigate the delicate balance between community support and the needs of paying customers. As the company rebrands its image, its new policy will seek to create an environment where everyone can feel at ease, provided they contribute through a purchase.