Starbucks clarifies policy after barista refuses to write Charlie Kirk name on cup

A viral TikTok video has prompted Starbucks to clarify its policy on names used for orders, after a California barista refused to write the name Charlie Kirk on a cup. The clip shows a customer at a Starbucks in California ordering a Mint Majesty tea with two honeys and asking that the name on the cup be Charlie Kirk in memory of the late 31-year-old conservative activist who was killed in what authorities described as a politically motivated attack on Sept. 10. The barista tells the customer, “We can't do political names,” and notes that the register did not even ask for a name, adding that the order would cost $3.75. The customer then asks if the barista can at least write the full name, and the employee replies, “Because it's political,” before turning to fulfill the order or, as the customer later contends, cancel it. The video shows the moment the customer chooses to cancel the order after the exchange.

The video drew over 4,000 comments and has spurred a wave of critical Yelp reviews targeting the Starbucks location in Yucaipa, California. One review described the encounter as a sign that staff interactions at the store were unprofessional, while another urged that the location’s management focus on hiring or training to improve service. The incident highlighted how staff handle requests to use political names on beverages and the notification that social media attention can quickly amplify such moments.

Starbucks issued its first public statement on the matter on Tuesday, saying there are no restrictions on customers using Charlie Kirk’s name on their order and that the company would follow up with its team. "There are no restrictions on customers using Charlie Kirk's name on their order, and we are following up with our team," the company said. A more detailed statement followed the next day, distancing the company from the employee’s actions and addressing the broader policy.

"Starbucks is a company built on human connection. Having a name, rather than a number, attached to a customer order has been a core part of the Starbucks coffeehouse experience for decades," the updated message began. It added that most customers use their own names, and when someone wants to use a different name—including Charlie Kirk—the company aims to respect their preference. The note also referenced internal guidance issued in response to attempts to use political slogans or offensive language as a customer name, noting that some individuals had used slogans to try to get baristas to pronounce them aloud.

We are clarifying with our team now that names, on their own, can be used by customers on their café order, as they wish. Starbucks said it has previously provided guidance to partners to politely ask customers to use a different name when political slogans or phrases are used in place of a name to avoid confrontation or a disruption to staff.

The company acknowledged there can be ambiguity in how policies are interpreted and that frontline workers sometimes feel caught between corporate guidance, customer expectations, and the potential for filming or posting online. Reuters later noted that eight Starbucks baristas told Business Insider they were uncertain about the policy before the latest briefing: six believed such requests were prohibited, while two thought they were allowed under existing rules. The reporting also cited a 2024 corporate initiative led by CEO Brian Niccol that requires "meaningful" handwritten notes on to-go cups, a move that has added complexity for baristas facing similarly sensitive requests. The combination of policy clarifications and high-visibility incidents underscores ongoing questions in service culture as retailers balance customer expression with brand standards.

Despite the clarification, Starbucks emphasized that it continues to prohibit inscribing political messages or slogans on drinks, reaffirming that customers may use a name of their choosing—whether their own or someone else’s—when placing an order, but baristas should not write or shout political slogans. The company said it will continue to monitor and train staff as part of its broader goal to maintain a welcoming, community-focused coffeehouse experience. The incident signals the ongoing tension in retail between upholding policy, honoring customer preferences, and navigating the pressures of social media scrutiny in a high-volume, consumer-facing business.