Starbucks Expands Free Refills Policy and Revises Open-Door Guidelines
Starbucks announced changes to its policies on Monday, including an expansion of its free refills program and a reversal of its open-door policy. These updates are part of the coffee chain’s new Coffeehouse Code of Conduct, set to take effect on January 27.
Free refills for all customers
Under the new policy, non-rewards customers will be able to receive free refills on select beverages, provided the following conditions are met:
- The beverage is served in a clean reusable cup or a for-here utensil.
- The refill is ordered in-store and within the same visit.
The offer applies to hot and iced brewed coffee and tea but excludes flavored iced tea, cold brew, nitro cold brew, iced tea lemonade, and Starbucks Refreshers.
Previously, only Starbucks Rewards members were eligible for free refills. Starting February 12, rewards members must also use reusable cups or in-house mugs to qualify for the benefit.
Revised open-door policy
Starbucks is reversing its open-door policy, introduced in 2018 after a controversial incident involving two men being arrested at a Philadelphia location. The open-door policy allowed non-paying visitors to use Starbucks’ facilities, including restrooms, seating areas, and patios.
Effective January 27, these spaces will be reserved for:
- Paying customers
- Staff
- Individuals accompanying paying customers
Starbucks spokesperson Jaci Anderson said the change aims to prioritize the experience of 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 cafés or need to use the restroom during their visit.”
A renewed focus on customer experience
The changes reflect Starbucks’ efforts under CEO Brian Niccol to reinvigorate its cafés as community spaces where customers want to gather. By introducing free refills for all and reserving facilities for paying patrons, Starbucks seeks to strike a balance between inclusivity and enhancing the customer experience.
Starbucks’ updated policies underscore its commitment to creating welcoming, enjoyable spaces for customers while encouraging sustainable practices like reusable cups. As these changes roll out, the company aims to make its cafés even more appealing destinations for coffee enthusiasts.
