Utah Man Discovers Shake Shack Kiosk Price Error Linked to Tipping

A Utah man, Brian Powell, recently shared a viral video revealing a pricing anomaly at a Shake Shack kiosk when his wife opted not to leave a tip. The incident occurred at the Shake Shack location in Salt Lake City’s airport. Powell, 45, confided to Fox News Digital that he initially doubted his wife’s claim about the price increase.

Powell recounted the events that took place at the kiosk, noting that his wife purchased three milkshakes before mentioning the unexpected price change. During an interview from London, Powell said, “My wife came to me after buying some shakes and said, ‘They charged me more after I didn’t tip,'” adding, “I thought it was a little interesting.”

Having visited the location several times previously, Powell admitted being “a bit skeptical” about his wife’s claims. He decided to investigate further by recreating the order while documenting the process on his mobile device. “We basically went up and duplicated our order, and the same thing happened,” Powell explained.

“The video has been overwhelming,” Powell expressed, noting the flood of social media comments.

An initial pricing display showed two shakes at $5.99 each. Upon choosing “no tip,” the kiosk revealed a notification indicating a pricing update, and the shakes were then priced at $6.49 each, a 50-cent increase per drink.

Shake Shack later clarified to Fox News Digital that this price change resulted from a technology error, emphasizing that charging additional fees for declining tips isn’t part of their policy. A spokesperson from Shake Shack stated, “It is not Shake Shack policy, nor that of our licensees, to increase the price of menu items when no tip is added.”

The specific location was operated by HMSHost, a Shake Shack licensee. HMSHost conducted an investigation and attributed the error to their kiosk technology, assuring that the problem had been solved. Powell expressed uncertainty about whether the price change was intentional or simply a glitch, remarking, “Honestly, I did not know,” yet he found the experience peculiar.

Powell’s video resonated with many who feel frustrated by tipping prompts in self-service environments. Reflecting on his experience, Powell voiced his opinion, “I think my own personal opinion is maybe tipping culture’s a little bit out of hand, based on this experience.” Powell did not anticipate the video’s popularity, editing and posting it while awaiting a delayed flight and observing its rapid audience growth.

Looking ahead, Powell mentioned plans to revisit the kiosk upon returning to Salt Lake City to assess whether the issue persists.