Shake Shack has responded after a TikTok clip triggered backlash from people alleging the chain “charges more” when customers choose not to leave a tip.
The controversy began when BD Powell visited the Shake Shack at Salt Lake City Airport and shared a video that appeared to show the self-service terminal raising his total after he declined to tip.
The post quickly spread online as Powell tested a claim his wife had heard about the kiosk’s pricing. The video has accumulated more than 4 million views, received nearly 418,000 likes and been shared over 82,000 times.
To check it for himself, Powell selected three milkshakes priced at $5.99 each. When he tapped “no tip,” the screen displayed the warning “Uh Oh! There has been a pricing update on one or more of your cart items. Please review these changes in your cart.”
After he accepted the prompt, the total moved from $18.46 to $19.96, and the machine did not give any explanation for the change.
“Everything just went up 50 cents. Every item went up by 50 cents. Just making sure everybody knows. Do not go there.”
In a statement to the Daily Mail, Shake Shack spokesperson Corey Gee said the extra amount was not part of company policy and was instead linked to a software issue at that airport branch, which is operated by licensee HMSHost.
“It is not 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.”
The episode also fueled a wider argument online about tipping culture in the US, particularly when customers are placing orders through self-service screens rather than dealing directly with staff. The controversy carries added irony given that Shake Shack founder Danny Meyer has previously spoken out against tipping expectations for basic transactions, stating: “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.”
The incident comes as Americans increasingly experience tipping fatigue. Currently, 78 percent of American consumers are experiencing “tipping fatigue,” up from 65 percent in 2025, according to an annual study by Popmenu. Forty-four percent of consumers report tipping less this year than last year, seemingly out of spite, with many believing that tipping practices have become “ridiculous.” Several Reddit users criticized the growing number of tip prompts on kiosks. One commenter called the situation “outrageous,” while another said they would leave if a restaurant increased the bill after a customer rejected a tip. A third said they are generally willing to tip, but questioned why people should be expected to do so when most of the transaction happens through a machine.
The viral video has ended up raising broader doubts about both the accuracy of digital ordering systems and the increasingly visible role tipping requests now play in everyday purchases.