The condiment bar is coming back, and diners will get unlimited free refills of iced or hot coffee whether they’re rewards members or not.
As of Monday, Jan 27, bathrooms inside Starbucks and free water cups will be available to paying customers only, a policy reversal that has divided store workers. A costumer exits a Starbucks store in Oakland, Calif., Thursday, Jan. 16, 2025. At least, that’s the goal. Workers will ask guests if they want drinks for here or to go, offering ceramic mugs to those.
Niccol joined Starbucks in September to rescue the chain after boycotts, price increases and lengthy wait times prompted a rare decline in visits. He promised to deliver coffee to in-store customers in four minutes or less as well as to improve the look and feel of Starbucks locations over time. For years, the company had emphasized to-go orders from its mobile app and even remodeled cafes to remove seating.
At a Starbucks in Chicago on Monday morning, the barista at the register asked customers if they wanted their drinks to stay or to go. A caramel macchiato and wrap order was served in reusable tableware, which, according to a sign, customers should return to a tray placed on the condiment bar. Investors will look for more updates when the company reports earnings for its first fiscal quarter on Tuesday. Analysts expect sales to decline for the fourth consecutive period, though at a slower rate. The bar isn’t very high, Gonzalez said, since investors are still giving Niccol time to implement changes. Starbucks shares were up about 8% this year through Friday’s close, compared to a roughly 4% increase for the S&P 500 Index.
“We’re at the front lines of having to have these conversations with customers, some of whom are not going to take this well,” she said.
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