Starting October 22, Starbucks China is rolling out a national rule that customers must buy something if they want to sit inside its outlets.
This decision follows widespread online talk and complaints over seat-hogging patrons who make no purchases. Many of these visitors, including senior citizens, treat Starbucks stores as free spots to rest, chat or spend time. Public debate blew up after a viral video from a Starbucks location in Nanchong, Sichuan, where chairs were reportedly locked together with chains to stop non-paying guests from taking seats.
As reported by The Paper, Starbucks China officially announced this new regulation on October 21, and notices about the policy will be posted in all stores.
The brand noted that frontline workers will receive standardised guidance and backup to carry out the rule. Team members are told to talk to guests politely and respectfully, while taking reasonable emergencies and special situations into account.
Starbucks added that the policy leaves room for sympathetic exceptions. Pregnant women and guests with mobility issues requiring support will be given priority assistance.
The brand summed up its approach as “clear regulations delivered with kindness”. It highlighted that compassionate service will still sit at the heart of what it offers.
Starbucks has long positioned its shops as the “third place” between home and the workplace. It stated it will keep improving the in-store experience and cooperate with customers to keep its spaces pleasant for everyone.
Still, the new requirement has sparked concerns. People are wondering how staff will deal with those who only need a short break, elderly guests and other vulnerable groups, and how to tell apart genuine, reasonable needs from long-term seat occupation with no consumption.
