Does Shake Shack penalize customers for not tipping? That’s what a viral TikTok video with millions of views on claims. On Aug. 8, user B.D. Powell alleged that a Shake Shack located inside Salt Lake City airport upcharges customers who decline to tip. Shake Shack denies this claim. “My wife says that if you don’t tip at Shake Shack, they make it more expensive per item,” Powell says in the video. “So we’re about to find out.” The couple approaches a self-serve kiosk and orders three shakes — one strawberry, one cookies and cream and one vanilla — and checks out. After declining to tip, the kiosk tells them there “has been a pricing update on one or more” of their cart items and to “review these changes.” When they do, they discover that each item in their cart has increased by 50 cents. “Making sure everybody knows,” he says, ending the video. “Do not go there.” Viewers expressed confusion in the comments section. “Isn’t that illegal,” asked one user. “You’re ordering yourself on a kiosk why would you need to tip?” asked a second user. A third joked, “Are you tipping the touch screen?” Then, Shake Shack itself commented on the video, “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.” The burger chain also added a statement on the matter to its website on Aug. 10. “We want our community to know that we are aware of the recent video shared online by a guest at an airport Shack that is owned and operated by our licensee HMSHost,” the chain wrote, adding that it isn’t Shake Shack or its licensees’ policy to increase the price of menu items when no tip is added. “HMSHost investigated the matter and determined it was an error within their kiosk technology unrelated to tipping,” Shake Shack wrote. “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.” On Aug. 13, NBC News’ chief consumer investigative correspondent Vicky Nguyen tested the claim for herself at a Shake Shack inside 30 Rock. After ordering shakes and declining to tip, the pricing glitch in Powell’s video did not occur. “So this really does seem to be a one-off case at that airport in Salt Lake City, and for its part, Shake Shack said that that’s exactly what happened,” Nguyen says. “If you don’t add a tip, they’re not gonna raise the price of the individual item. So, I hope we can clear that up for you.” This story first appeared on TODAY.com. More from TODAY: Chick-fil-A (Finally) Launches Its Take on a Southern Breakfast Staple Family Had Baby Born During Solar Eclipse and Picked the Perfect Name F1 Driver George Russell Proposed with a Yellow Diamond Ring. Jewelers Explain Why They’re Impressed This story uses functionality that may not work in our app. Click here to open the story in your web browser. ...read more read less