"You’re gonna lose customers": Netizens react to Starbucks reversing its open-door policy

Starbucks has announced a significant change in its store policies. Effective immediately, the coffeehouse chain will now require customers in North America to make a purchase if they wish to stay in their stores or use their restrooms.

This policy shift comes after almost seven years of the open-door rule, which allowed anyone to access the stores’ facilities without needing to buy anything. The reversal of this policy has sparked widespread reactions online.

The move is part of the brand's new code of conduct. It aims to address various concerns and re-establish Starbucks as a comfortable space for paying customers, the brand claims.

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The announcement has already drawn mixed reactions on social media. Many users are debating its implications for the global coffee chain's reputation and business model.

Pop Base took to its X (formerly Twitter) handle to share that,

"Starbucks announces it is reversing its open-door policy in North American stores. Anybody that wants to hang out or use the restroom must buy something."

Netizens were quick to weigh in on the comment section of the post, sharing their thoughts on Starbucks' policy reversal. One remarked,

"Well that’s how you’re gonna lose customers."

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Others also joined in on the topic. Below are what some of the netizens had to comment:

"This is an absolute terrible and greedy decision to make. People used to go in there all the time to just study. Starbucks, you are already on thin ice. Way to put yourself on thinner," declared a critic.

"They don’t pay baristas enough to make them pay attention and enforce this," shared another.

"Most predictable decision ever. You can’t run a business by supplying free internet to non-customers who occupy tables meant for actual customers," remarked a netizen.

"Nobody is hanging out at Starbucks anyways the only people this is going to affect is college students studying for exams," noted another.

"I think that’s fair. Too many homeless people loitering around/inside Starbucks," stated a third.

"I went to a starbucks the other day and they had all the outdoor seating tables removed. crazy," shared a fourth.

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Why did Starbucks introduce the open-door policy?

The open-door policy dates back to 2018, following a highly publicized incident at a Starbucks location in Philadelphia. Two black men were arrested while waiting for a business meeting without making a purchase. It prompted a backlash against the company.

The incident was also caught on video. It became a point of embarrassment for the coffee chain and led then-CEO Howard Schultz to introduce the open-door policy.

Now, the policy reversal comes under the leadership of Brian Niccol, who joined Starbucks in 2024 from Chipotle Mexican Grill. Niccol’s appointment marked a turning point for Starbucks as the company sought to address slowing sales and operational challenges.