A video of Shake Shack’s self-service kiosk charging customers more for not tipping has been going viral on social media, with some looking for answers.
If you step foot inside a fast food restaurant these days, chances are you’re going to be greeted by a touchscreen self-service kiosk. They can save time versus standing in line to speak to a person, but they can also cause plenty of headaches.
Sometimes, the screens lag and can end up adding something you didn’t want to your order, or you might miss the item you wanted altogether.
However, over at Shake Shack, their touchscreens have been going viral after two customers found that the price of their order increased if they chose not to add a tip to their bill.
TikToker claims Shake Shack price goes up without tip
That’s right, in the video posted by B.D Powell on TikTok, they had three milkshakes on their order, with regular shakes costing $5.99 and another customized one for $6.48.
As they refused to add a tip, they were told that the total had changed. “There has been a pricing update on one or more of your cart items,” the screen said, before the $5.99 shakes increased to $6.49 and the other increased in price to $6.98.
“Everything just went up 50 cents. Every item went up by 50 cents, just making sure that everybody knows,” the TikToker said.
The video has attracted over 4.2 million views on TikTok alone, but has been reposted across other social media platforms.
Shake Shack responded too, saying: “Thank you for bringing this to our 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.”
Some viewers suggested that it could be a bug with the system, while others believe the order was timed to be made when prices change at Shake Shack, rather than it being a tipping issue.
