Anyone who has read my second book, The First Year: Celiac Disease and Living Gluten-Free, or who has heard me speak about living well on a gluten-free diet knows I always recommend contacting manufacturers, restaurants, and stores to verify the gluten-free status of products and their procedures for avoiding cross-contamination. I decide whether to patronize an establishment or buy a product based on information from the company itself and on that company’s attitude toward me as a potential customer.
This is my view: when companies refuse to take steps to prevent cross-contamination, do not implement segregation policies for allergens, and show no concern for a “gluten-free” or “allergen-friendly” designation, I interpret that as a sign they do not want my business, so I choose to spend my money elsewhere.
When I began receiving emails reporting conflicting information about Starbucks, I decided to contact the company directly to clarify their position on serving gluten-free customers. I did not expect major issues. Starbucks is primarily a beverage retailer — most beverages should be naturally gluten free — and the chain has previously shown interest in serving the gluten-free community by offering gluten-free cakes and bars.
Many of Starbucks’ baked items are prepared off-site and displayed in enclosed cases separate from beverages. Most coffees and teas are naturally gluten free, and non-gluten flavorings used are typically not airborne, reducing the likelihood of cross-contamination. Despite this, Starbucks corporate has long been cautious about using the label “gluten-free” on their offerings, with the exception of their newly packaged gluten-free sandwiches.
Below is the email exchange I had with Starbucks customer service.
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Dear Starbucks,
Please clarify your position on the gluten-free status of your products (non-bakery items). I would like to be able to accurately relate your position to the gluten-free community, many of whom have received conflicting information recently regarding your products. Thank you.
~jules shepard
blog.julesglutenfree.com
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Hello Jules,
Thank you for contacting Starbucks Coffee Company. Starbucks is unable to guarantee a “gluten-free” environment in our retail locations due to the potential for cross contamination with gluten-containing products. The open environment and operating procedures of our store locations may present additional risk for gluten-sensitive customers aside from the gluten-containing ingredients themselves.
If you have any further questions or concerns that I was unable to address, please feel free to let me know.
Warm Regards,
Marvin
Customer Relations
Starbucks Coffee Company
800 23-LATTE (235-2883)
Monday through Friday, 5AM to 8PM (PST)
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Hi Marvin,
Thanks for taking the time to respond to my inquiry. Just to be clear, are you seriously saying that Starbucks corporate policy won’t allow you to say that your coffee is gluten free?
Please clarify.
Thank you.
~jules shepard
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Hello Jules,
Thank you for contacting Starbucks Coffee Company. That is correct, due to cross contamination we can’t guarantee it.
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In my view, if Starbucks is concerned about cross-contamination but wants business from gluten-free customers, they could contact programs such as the Gluten Free Restaurant Awareness Program (GFRAP) run by the Gluten Intolerance Group of North America and partnered with AllergyEats, or the Gluten-Free Resource Education Awareness Training (GREAT) run by the National Foundation for Celiac Awareness. These organizations train restaurants and foodservice operations on practical steps to prevent cross-contamination and serve gluten-free customers safely.
By adopting training and techniques from these programs, Starbucks could reduce cross-contamination risk in their stores and demonstrate to the gluten-free community that they value our business and are willing to take reasonable measures to earn it. Implementing such practices in a coffee shop setting would not be complex — many restaurants that prepare both gluten-containing and gluten-free foods have successfully trained staff and now serve gluten-free customers reliably.
The fact that a major coffee chain has not adopted these practices suggests to me they are not prioritizing gluten-free customers. Until Starbucks takes concrete steps to address cross-contamination and communicate a more accommodating policy, I will be getting my soy chai tea lattes elsewhere.