Starbucks on Monday revoked its open-door bathroom policy that allowed non-customers to use its facilities.
The original policy was the subject of a media firestorm in 2018, when it was announced in response to an incident at a Philadelphia Starbucks in which a store manager called the cops on two 23-year-old black men, sparking a backlash against the coffee giant.
The men, business partners, sat in the coffee shop without purchasing anything and waited for an associate to arrive. When one asked to use the restroom the manager informed him it was for paying customers only. She asked them to leave, and when they did not, called the cops who arrested them for trespassing. The manager who called the police was subsequently fired.
Critics argued the incident would not have happened to white customers and accused Starbucks of racism. Protests erupted across the country after the episode. Then-executive chairman of Starbucks, Howard Schultz, tried to restore trust by closing 8,000 U.S. locations for an afternoon of racial bias training before he resigned.
Starbucks’ CEO at the time, Kevin Johnson, called the incident “disheartening” and “reprehensible” and personally apologized to the two men, who had the charges against them dropped and reached a financial settlement.
“We realize that four hours of training is not going to solve racial inequity in America,” Schultz said, but “We need to have the conversation. We need to start.”
The preview video for the training promised a “real and honest exploration of bias” that will address “the realities and impact of racial discrimination in public accommodations from the civil rights movement all the way to today.” Up to 175,000 staff members at 8,000 locations were set to be trained, and employees were paid to attend, but the session was not mandatory.
As part of its reparative action, Starbucks also announced a new bathroom policy that welcomed people to use the restrooms regardless of whether they have purchased anything. Critics of the rule predicted that Starbucks, already overcrowded, would be teeming with loiterers.
Under the new policy, Starbucks will focus on providing greater value to paying customers. While the public will no longer be able to visit a Starbucks for the bathroom or to use Wifi without buying something, those who do buy something can stay as long as they want. Patrons can also have free refills on coffee drinks starting January 27. This represents an extra perk for those who aren’t Starbucks Rewards members, who already had access to free refills prior.
The Seattle-based chain unveiled a new code of conduct Monday, to be posted in every store, that stipulates that the amenities are only for paying customers.
“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,” the company said in a statement. “By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone.”
The code also prohibits discrimination, harassment, outside alcohol consumption, smoking, vaping, drug use, and panhandling. While the old policy was implemented under the banner of inclusivity, that is now a disappearing corporate priority of the 2018-2020 era after the sweeping electoral victory of Donald Trump and Republicans in November.
“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 company added.
What exactly Starbucks has lost and needs to get back to was not made clear, but safety issues have tainted the brand in progressive cities where it operates for several years. In 2022, Starbucks closed 16 stores in major cities, citing issues such as drug use, disruptive behavior, and employee safety, Forbes reported. The open-door policy made it possible for emotionally disturbed persons and vagrants to wander in and cause trouble, degrading value for customers.