The chain said the pricing issue shown in the viral video occurred at an airport location operated by a licensee
Credit: Brandon Bell/Getty
NEED TO KNOW
- A couple went viral after claiming in a TikTok video that Shake Shack prices increase if customers choose not to tip at kiosks
- Shake Shack denied the claim, stating the issue occurred at a location operated by a licensee, HMSHost
- The company says the pricing issue has been resolved and is working with partners to ensure guest satisfaction
One couple is going viral after claiming they uncovered a pricing discrepancy at a Shake Shack kiosk.
On Aug. 8, B.D. Powell shared a TikTok video showing how he and his wife investigated her suspicion that customers who don’t tip at the chain may be charged more for individual items.
While visiting a Shake Shack at Salt Lake City International Airport, the couple decided to see for themselves by placing an order at one of the chain’s kiosks.
“My wife says that if you don’t tip at Shake Shack, they make it more expensive per item,” Powell said in the video. “So, we’re about to find out.”
They ordered three “Classic Shakes,” including one with a 49-cent surcharge for adding whipped cream. Before taxes and other fees, the subtotal came to $18.46.
Credit: Brandon Bell/Getty
After they chose not to leave a tip, however, Powell said a message appeared on the kiosk indicating there had been a “pricing update.”
“Everything just went up 50 cents,” he said. “Every item went up by 50 cents. Just making sure everybody knows. Do not go there.”
The video has since garnered more than 4 million views, though comments on the post have been turned off.
Credit: George Rose/Getty Images
PEOPLE reached out to Shake Shack for comment, and a spokesperson shared the following statement:
“It is not Shake Shack policy, nor that of our licensees, to increase the price of menu items when no tip is added,” they said. “The pricing issue shared online occurred at an airport Shack that is owned and operated by our licensee HMSHost.”
They continued, “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.”
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