Shake Shack Responds To Viral Video Of Customer Hit With ‘No Tip’ Fee
Shake Shack Responds To Viral Video Of Customer Hit With ‘No Tip’ Fee At Kiosk
Looks like Shake Shack and Shaggy have something in common, as both of them are singing, “…it wasn’t me.”
After a customer’s video of him visiting the restaurant to test a claim that non-tippers were charged more for items went viral, Shake Shack noted that they had nothing to do with it.
B.D. Powell took to social media, noting that his wife claimed that the chain added a surcharge to every item ordered whenever a customer didn’t tip. He decided to see if what his wife was stating was true and visited a self-pay kiosk at Salt Lake City International Airport.
“My wife says that if you don’t tip at Shake Shack, they make it more expensive per item,” Powell said in an Aug. 8 TikTok post. “So, we’re about to find out.”
The couple ordered three ‘Classic Shakes,’ and added whipped cream to one, which was an extra 49 cents. In all, the three shakes came to $18.46
“When the couple opted for the no-tip option at checkout, the kiosk displayed a message saying a ‘pricing update’ had been applied to one or more of the ordered items. According to Powell’s video, the ‘pricing update’ appeared in the form of a 50-cent surcharge,” USA Today reports.
“Everything just went up 50 cents. Every item went up by 50 cents. Just making sure everybody knows. Do not go there,” Powell said.
The New York Post reported that the chain thanked the couple and their viral video for bringing the problem to their attention.
“This is not a Shake Shack policy, and we’re currently looking into it with our licensee, HMSHost, that operates the Salt Lake City airport location and kiosk system,” the outlet reported.
Shake Shack told USA Today in a statement that it doesn’t charge customers extra if they choose not to tip.
“It is not Shake Shack policy, nor that of our licensees, to increase the price of menu items when no tip is added,” the chain said. “The pricing issue shared online occurred at an airport Shack that is owned and operated by our licensee HMSHost.”
Apparently, this is all just a big mixup by kiosk technology that just so happened to have the language that noted that those who don’t tip get a surcharge added to their items.
The chain continued: “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.”
See social media’s reaction to the increased price below.
