Starbucks has responded after a viral TikTok video showed a barista at one of its California stores refusing to write ‘Charlie Kirk’ on a customer’s cup, citing company policy.
In the video, a woman describes her experience entering a Starbucks location to order a Mint Majesty tea with two honeys – a drink she says was favored by Kirk, the 31-year-old conservative political activist who was shot and killed on September 10.
The woman then requested the name ‘Charlie Kirk’ to be written on her order in honor of the late activist – but the barista declined.
‘We can’t do political names,’ the employee says in the video, smiling. ‘But it [the register] didn’t even ask for a name to begin with so it’s going to be $3.75.’
The customer responds, ‘Well, can’t you write the name on the cup?’
‘I could write “Charlie?” the barista offers, prompting the customer to ask why the full name can’t be written.
‘Because it’s political,’ the employee replies before turning around, seemingly beginning to fulfill the order.
The woman then tells the barista to cancel the order: ‘You know what, forget it. I don’t want it.’
In a caption to the video, she added: ‘The barista walked over to my husband and handed him the drinks instead of using the name “Charlie.” She is the one who brought up “politics.” If she would have said “okay” then written the name, no politics would have been mentioned.’
The video drew over 4,000 comments and has ignited a wave of critical Yelp reviews targeting the Starbucks location in Yucaipa, California.
‘Manager should focus on either hiring new employees who can meet professional service standards or ensuring current staff receive additional sensitivity training. At present, staff interactions are coming across as rude and unprofessional, which reflects poorly on the quality of service,’ one review reads.
‘I am a Starbucks owner in GA & I would suggest to never shop here again! Say Charlie Kirks name! I have been in contact with Corp,’ wrote another.
After the incident went viral, the popular coffeehouse and roastery chain issued a statement clarifying its position.
‘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 Tuesday.
Starbucks followed up the next day with a more detailed statement, distancing itself 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 company said.
‘Most customers use their own name. And when a customer wants to use a different name – including the name Charlie Kirk – when ordering their drink in our café, we aim to respect their preference.’
Starbucks acknowledged that it has previously issued internal guidance in response to customers attempting to use political slogans, profanities, or offensive language as their ‘name’ – often with the intent of getting a barista to say or write it aloud.
‘Over the years, we have had instances where some people have tried to abuse the system,’ the statement said.
‘For example, they’ve provided something that isn’t a name at all, but rather a political slogan with the aim of having our barista shout it out as they hand off the finished drink… We aim to be a community coffeehouse where everyone feels welcome, so we have previously provided guidance to our partners to respectfully ask the customer to use a different name when attempting to use political slogans or phrases in place of their name.’
‘We are clarifying with our team now that names, on their own, can be used by customers on their café order, as they wish.’
Despite the clarification, many Starbucks employees say the guidance has not always been clear.
Eight baristas interviewed by Business Insider said they were uncertain whether writing political names on cups was allowed prior to the new statement.
Six believed such requests were prohibited, while two thought they were permitted under existing policy.
According to Business Insider, the baristas – who spoke on condition of anonymity – described feeling caught between vague corporate directives, customer demands, and fears of being filmed and turned into viral content.
‘It puts baristas in a very uncomfortable position,’ said one employee with more than six years at the company.
‘Given that we are at a workplace and would effectively be getting caught up in a customer’s opinion that we may or may not agree with and cannot walk away from.’
Some also referenced a corporate initiative under CEO Brian Niccol, introduced in 2024, that requires ‘meaningful’ handwritten notes to be included on to-go cups.
‘When things like this gain traction, they basically become a meme,’ one West Coast barista told Business Insider. ‘And I won’t be the punchline.’
While Starbucks reiterated that customers are allowed to use any name – including political figures – when placing an order, the company continues to prohibit baristas from writing political messages or slogans on drinks.
