When you gotta go, Starbucks says no

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 Starbucks announced it will do away with its open-door restroom policy for non-customers starting Jan. 27, creating even less public availability for people who gotta go. 

The decision was announced on Jan. 13 in a company-wide email by Sara Trilling, president of Starbucks North American retail operations.

 

“This is common practice, and makes clear that our spaces, including our cafes, patios and restrooms, are for use by paying customers and our [employees],” read the letter.

 

Starbucks previously implemented an open-door bathroom policy in 2018, following an incident where two Black men, Rashon Nelson, 23, and  Donte Robinson, 23, were arrested at a Philadelphia Starbucks for loitering. The young men were waiting for a third to discuss a business opportunity when they were approached by a barista who asked them if they wanted to order anything. After they declined, officers shortly arrived on the scene to arrest them. Before their arrest, Nelson asked to use the restroom but was told by staff they were for paying customers only, according to a video interview with “Good Morning America” on April 19, 2018.  

 

Trilling’s letter with the subject line, “Your role in our Back to Starbucks strategy,” included a plan to dedicate planning and training time between store managers and other employees.

 

“Up to three-hour store sessions with your partners dedicated to learning new operational expectations and service standards,” read one example in the letter although it did not go into detail about what those “service standards” were.

 

Despite the recently announced changes to improve the Starbucks experience for its customers, the regulation may have a big impact on non-customers who rely on the availability of a public bathroom, such as pregnant women or diabetics. 

 

“If a mother and her child need to use the bathroom before buying something, we obviously understand that,” Sam Jefferies, communications person for Starbucks said. “It’s more about stopping non-customers who abuse the system. By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone.”

 

However, making exceptions for some and not others creates a gray area of subjectivity, leaving employees to call the shots, much like the incident in Philadelphia.

 

An 86-year old living in Spuyten Duyvil, who wished to remain anonymous for fear of retaliation, told The Press he is not criticizing Starbucks’ new policy, but the lack of available public restrooms in general and particularly at the intersection of West 235th Street and Johnson Avenue.

 

A Key Food supermarket at 540 W. 235th St. once had a bathroom open to the public, but has yet to reopen since the pandemic. 

 

“The only nearby one open to the public is the CVS [on West 235th Street] which has one bathroom available,” the resident said. “You have to request an employee to unlock it.”

 

“We want everyone to feel welcome and comfortable in our stores,” Sam Jefferies of Starbucks media relations said. “Implementing a Coffeehouse Code of Conduct is something most retailers already have and is a practical step that helps us prioritize our paying customers.”

 

The Press spoke to baristas in several Starbucks locations: 171 W. 230th St., 3503 Johnson Ave., 171 W. 230th St. in Kingsbridge and inside the Target at 40 W. 225th St. — none of them were aware of the new rule. 

 

In June, Mayor Eric Adams launched the “Ur In Luck” initiative to expand and increase New Yorkers’ access to public restrooms throughout the five boroughs, which will build 46 new bathrooms and renovate 36 existing public restrooms, adding to nearly 1,000 public restrooms citywide.

 

Adams launched this initiative to, “make it easier for New Yorkers to embrace the best parts of this city,” according to a written statement by the mayor’s office. 

 

An employee at the Riverdale New York Public Library branch told The Press all bathrooms of the NYPL are “welcome to all.”

 

 

Public restrooms, Starbucks, NYPL

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