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Millions Of People Are Absolutely Furious After Seeing The Prices Of Menu Items Increase When A Customer Didn't Tip At This Major Burger Chain's Self-Serve Kiosk. Here's What Their Rep Said When We Asked Them Why
Дата публикации: 14-08-2026 21:22:08

"How you gonna force a tip at a self checkout kiosk?"View Entire Post ›

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Millions Of People Are Absolutely Furious After Seeing The Prices Of Menu Items Increase When A Customer Didn’t Tip At This Major Burger Chain’s Self-Serve Kiosk. Here’s What Their Rep Said When We Asked Them Why

“How you gonna force a tip at a self checkout kiosk?”

So, it comes as no surprise that the internet is furious after seeing a recent TikTok showing price increases when a couple didn't tip at a self-serve kiosk.
Comments discussing disbelief about tipping for fast food, especially when using a self-order machine
In the viral TikTok that has over 4 million views, TikToker @b.d.powell says, "My wife says that if you don't tip at Shake Shack, they make it more expensive per item, so we're about to find out."
A person wearing a cap and a bright shirt is speaking in a social media video. The screen displays engagement metrics and app interface elements
We then see his wife start to order at a kiosk in the Salt Lake City International Airport.

Person pointing at a self-service screen displaying various Shake Shack burger options; interests include no tip increase option

She adds the following three items to the cart:

A tablet displaying a Shake Shack order with three classic shakes and one waiver for utensils. Social media interface and engagement metrics are visible

When she goes to checkout, it asks if she would like to add a tip. After it auto-defaults to 18%, she declines:

A finger points to a screen showing a checkout with a prompt to add a tip for an order at a restaurant, highlighting tip options

It spins for a sec to calculate the total:

A checkout screen shows a calculating total message for a Shake Shack order. TikTok interface visible around the screen

And OOPS! She gets an error message saying that there has been a "pricing update":

Digital screen showing a shopping cart with a pop-up message about a price update on selected items

And every item's price increases by 50 cents:

A digital order screen showing three classic shakes listed with prices and calorie counts. A hand with red nails points to the screen

As expected, most people came to one conclusion: CORPORATE GREED.

Comment by user Kevin: "Zero tip, equals increased price????? This is the type of greed, they talk about in the Bible."

I, too, had the exact same thought as the commenters, so I did what any curious little detective would do. I took a field trip to my local SoCal Shake Shack to investigate this tipping drama.

Person with long hair playfully poses outside Shake Shack with a thoughtful expression, touching their chin

First, I noticed that the Shake Shack in Burbank defaults to a 10% tip instead of 18%, unlike the one in the viral video. Here were the tipping options:

Tablet screen displaying tip options: No Tip, 10% ($1.35), 15% ($2.02), and Custom on a $16.26 total, with a prompt to enable VoiceOver

Krista Torres

I also need to shout out this location for being transparent in letting you know IT ALL GOES TO THE EMPLOYEES...

"Tip our team. It all goes to our team, including the kitchen staff."

Krista Torres

...Because in the kiosk at the Salt Lake City location, you literally have no way of knowing WHO your money is going to:

Add Tip? Select the amount of tip you would like to add to your order

And while I do think the price of a Big Shack burger is kind of high, it remained unchanged at $14.91 after tax when I chose not to tip:
It also never increased whether I chose the "dine in" or "takeout" option:

A person selects the "Dine in" option on a touchscreen displaying "Would you like to dine in or takeout?"

Krista Torres

BuzzFeed was in contact with Shake Shack Chief Communications Officer Luke DeRouen, who sent us the same statement currently published on the company’s website, which says that increasing menu-item prices when a customer chooses not to tip has never been Shake Shack’s policy. He did not provide any additional comment. You can read the full statement below:

Shake Shack addresses a kiosk tipping error at a licensed location, ensuring customers it was an isolated incident and has been resolved

shakeshack.com

"Tipping is always optional at Shake Shack. It has never been Shake Shack policy, nor that of our licensees, 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. 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.”

Some even think a lawsuit may be coming in. What are your thoughts?! Let us know in the comments!

Comment joking about learning something on TikTok and preparing for a lawsuit; received over 4,000 likes

Comments

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