Washrooms Only for Paying Customers? Starbucks Takes U-turn on 'Third Place Policy'

Global coffee giant Starbucks has revised its policy for visitors, who do not make any purchase but visit the coffee shop for other basic amenities like washrooms, etc. The new code of conduct will be implemented from January 27, the company said as quoted by Bloomberg, adding that the policy will make stores more welcoming and win back consumers.

Now, facilities like washrooms, cafes and patios will be inaccessible for Starbucks visitors who haven’t purchased anything, the revised policy read. For this, employees will be trained for ways to deal with restricting the disruptive behaviour of visitors. The new code of conduct will include provision related to the same.

The company, however, will permit customers to use the restrooms and connect to the Wi-Fi before placing the order. The policy will be implemented in stores across North America. It will help the coffee chain to prevent the cases of discrimination, harassment, alcohol consumption outside the cafe, smoking, vaping, drug use, etc.

Besides this, the coffee giant will also expand its free refills policy and reintroduce ceramic mugs to non-reward members once they place an original coffee order in either reusable clean cup or the ceramic or glass mugs, the memo sent to Starbucks employees read. The refill policy will be applied to hot and ice-brewed coffee along with its previous reward members.

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Starbucks ‘Third Place Policy’ in 2018

Starbucks introduced the ‘third place policy’ in 2018, which allowed all guests to use the facilities like restrooms, in its coffee shops --- regardless of their purchase. However, visitors without purchase were only allowed if they are not involved in any kind of disruptive behavior which includes alcohol or drug use, smoking, inadequate use of washrooms and sleeping.

The global coffee chain introduced the policy after it was accused of discriminatory practices. The allegations came after a store manager in Philadelphia called the police for two black men who didn’t purchase anything but asked to use the washroom and then refused to leave the shop because they wanted to hold a business meeting.

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Following these accusations, Starbucks announced the ‘third place policy’, saying any person who does not even make a purchase will be considered a customer, The Guardian reported. “Customers will be able to stay in stores unless they are behaving in a disruptive manner,” the policy had said as quoted by The Wall Street Journal.

The policy was applied to more than 8,000 stores operated across the US. Prior to this, Starbucks employees were free to take a decision on non-paying visitors.