A Popeyes location in Auburn Hills, Michigan, has become the center of customer backlash after its self-service kiosks began prompting patrons for tips. The feature, which appeared on a customer's payment screen, asks users to consider tipping "the folks behind your crispy, juicy meal."
![Popeye's self-service kiosk asking "How would you like to get the receipt?" with options for QR Scan or Print, located next to a sign reading "Order here!"]( "Popeye's self-service kiosk asking "How would you like to get the receipt?" with options for QR Scan or Print, located next to a sign reading "Order here!" ) The customer who shared the experience on a popular Facebook group called Retail Dead or Alive, expressed his dismay, stating, "Popeye’s ordering kiosk asked me for a tip today. Delusional." The sentiment was echoed in the comments, with one user writing, "I have tipping fatigue," and another calling the prompt "Insulting."
Restaurant Brands International, the parent company of Popeyes, announced plans in 2024 to expand self-service kiosks, with CEO Josh Kobza stating that nearly 85% of stores would incorporate the technology by 2026. Kobza claimed these modernizations aim to reduce wait times, minimize order errors, and "enhance the employee experience."
However, the inclusion of a tipping option on machines that handle ordering has ignited debate. Customers question the purpose of tipping a machine, particularly as companies increasingly adopt self-service technology, which can be perceived as a move to cut labor costs. "They’re cutting labor costs by doing self-checkout. So what’s the point of asking for a tip? And where is it going?" an American University senior told The Wall Street Journal.
While it is unclear when exactly the tipping feature was implemented at Popeyes, TikTok videos from 2023, when kiosks were piloted in select stores, do not show a tipping selection during the ordering process. The current practice appears to be a recent addition.
This trend is not unique to Popeyes. Self-checkout machines at various establishments, including coffee shops, bakeries, airports, and sports stadiums, have begun offering customers the option to add a tip, according to The Wall Street Journal. Business owners often defend these prompts by stating that tips can supplement staff wages, but consumers remain skeptical about the distribution of these additional funds when the service is largely automated.
Amidst the tipping controversy, Popeyes is also promoting a deal for National Chicken Finger Day on July 27. The fast-food chain is offering an 11-count chicken finger meal, a large side, and four biscuits for $25 through DoorDash and Uber Eats, or $20 for in-store purchases, a promotion that ends on the same day.