Shake Shack responds after backlash over viral rumour prices go up if you don't tip
Shake Shack has been forced to deny that it increases menu prices when customers decline to tip. The company claimed the caught-on-camera instance was just an ‘error within kiosk technology’.
Recently, a TikTok user who goes by the moniker B.D.Powell has gone viral for uploading a fast-food-oriented video at Salt Lake City International Airport with his wife.
In the clip, which has already amassed more than 4.3 million views, the couple tested out an alleged ‘theory’: Shake Shack kiosks will allegedly adjust item prices depending on whether you tip.
“My wife says that if you don’t tip at Shake Shack, they make it more expensive per item,” the content creator claimed. “So, we’re about to find out.”
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Heading to the fast-food kiosk, the pair placed a $18.46 order of three Classic Shakes, one of which was topped with whipped cream.
Before taxes and other fees, the subtotal for the frozen treats came to $18.46.
According to Powell, they declined the chance to tip as they wanted to investigate the reported charge discrepancy.
After clicking on no, the pair claimed in the video that a message had appeared on the kisosk; there had been an alleged ‘pricing update’.
He said that ‘everything went up by 50 cents’ when he and his wife said no to tipping.
“Just making sure everybody knows. Do not go there.”
Powell’s clip has been liked more than 424,000 times and saved by 15,300 users. Comments have been turned off on the original TikTok, but social media users have been discussing it on other sites.
“Why on earth would you tip if you're ordering it from a kiosk anyways!!! That's absolutely ridiculous,” one X user said.
A second remarked: “If this is happening as shown, that’s incredibly concerning. Customers should never be charged more simply because they choose not to tip. Prices should be transparent and consistent.”
“Thanks for the heads up. Never ordered from there. Now I never will,” someone else said.
Shake Shack has since responded to the claims, telling People Magazine that it's not its policy to ‘increase the price of menu items when no tip is added’.
“The pricing issue shared online occurred at an airport Shack that is owned and operated by our licensee HMSHost,” a spokesperson said.
“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.”
FOODbible has contacted Shake Shack for further comment.
Ella Scott