A couple is going viral after claiming a Shake Shack kiosk jacked up the price of their order when they declined to tip – but the burger chain says the unexpected charge was an error.
In a TikTok posted over the weekend that has amassed more than 4 million views, customer B.D. Powell tests his wife’s theory that Shake Shake patrons are charged more per item if they choose not to add a tip.
Powell then shows the pair ordering at a kiosk at one of Shake Shack's locations in the Salt Lake City airport. When they select “no tip” on an order of three classic milkshakes, a message pops up.
“Uh Oh! There has been a pricing update on one or more of your cart items. Please review these changes in your cart,” it reads.
The cost of each shake increased by 50 cents, for a total order increase of $1.50.
Comments on Powell’s original video have been turned off, but the backlash continues elsewhere on TikTok, with users posting other videos about the incident with their reactions.
“Tipping culture in America is disgusting,” one person said.
“And these people are entering their own order, so it's not even like there's a cashier doing anything for them,” another said about the Powells’ example.
“I wonder what happens if you tip a penny,” another asked.
Someone else declared, “I’m sick of everything being a scam.”
Shake Shack addressed the incident in a statement Monday, claiming it was the result of an error within the kiosk technology at a licensee's restaurant.
“We want our community to know that we are aware of the recent video shared online by a guest at an airport Shack that is owned and operated by our licensee HMSHost. It is not Shake Shack policy, nor that of our licensees, to increase the price of menu items when no tip is added,” the statement reads.
“HMSHost investigated the matter and determined it was an error within their kiosk technology unrelated to tipping. They have informed us that the issue has been resolved. We’ll continue working with all our licensed partners to make sure every guest is taken care of at Shake Shack.”
The Independent has contacted Shake Shack for comment.
