A spokesperson for Shake Shack is speaking out to respond to a viral video that made it appear as if the restaurant chain was charging customers more if they didn’t give a tip.
A TikTok user shared a video in which they ordered three shakes on a kiosk at a Shake Shack location, reportedly located inside an airport. After the person selected the “No Tip” option, a message on the screen alerted the customer that “there has been a pricing update on one or more of your cart items.” The price for each milkshake increased from $5.99 to $6.49.
The video has been viewed more than 4 million times.
Shake Shack responds to “no-tip surcharge”
A spokesperson for the company responded to people accusing Shake Shack of putting a “no-tip surcharge” on their menu items.
“It is not Shake Shack policy, nor that of our licensees, to increase the price of menu items when no tip is added,” the spokesperson told Inc.
“The pricing issue shared online occurred at an airport Shack that is owned and operated by our licensee HMSHost. 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 statement added.
Shake Shack founder Danny Meyer previously said he doesn’t think customers should tip for take-out orders.
“If you’re just taking out food and it was just a transaction, I give you money and you give me a cup of coffee, I don’t think there’s any obligation to tip whatsoever,” he told Bon Appétit in 2023.
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