Shake Shack diner stands on public walkway to watch fireworks, allegedly pushed by staff & told to leave 'reserved area'

A Shake Shack customer at the One Fullerton outlet was hoping to catch a fireworks display at the promenade on Aug. 2, but was denied entry to an area along the public walkway reserved for guests who had apparently made a "minimum spend".

When she moved closer to the edge of the reserved area to film the fireworks, she was allegedly pushed and told to leave by a Shake Shack staff.

The customer subsequently posted a video on Xiaohongshu about the staff's alleged behaviour.

She also questioned why vendors were allowed to "monetise public spaces" to capitalise on the interest to watch the National Day Parade (NDP) fireworks.

Minimum spend to watch fireworks in public walkway

The customer, a woman in her 30s surnamed Bai, told Mothership that she dined in the air-conditioned section of the Shake Shack outlet at One Fullerton on Aug. 2, at around 6pm.

Afterwards, Bai hoped to catch the fireworks display, which was part of the second SG60 National Day Parade (NDP) preview, at the promenade beside the outlet.

She said she had done so in 2019 without issue, as the promenade had been accessible to public then.

However, this time Bai found it difficult to get a good spot to catch the fireworks, as a large portion of the promenade was cordoned off with a barricade by the authorities.

Another adjacent section of the walkway had been cordoned off as a reserved area by Shake Shack since 6pm or earlier, and Shake Shack's outdoor dining area was also full, said Bai.

Bai claimed that customers were told by Shake Shack staff they had to make a "minimum spend" to gain access to the reserved area.

She further claimed she heard staff quote figures such as "S$20, S$30 and S$50" to different passers-by that inquired about the minimum spend.

These prices were not clearly displayed, according to Bai.

Customers who qualified were subsequently given a wrist band to enter and exit the reserved area, which was checked by staff.

Bai was unable to enter the reserved area as she had only spent S$10.40 on her meal.

Allegedly scolded & pushed by staff

At about 7pm, there were more than 20 people in the reserved area, while around 10 others stood outside the area waiting for the fireworks, said Bai.

Bai said that as many parts of the promenade were cut off from public access, this made it hard for her to find an exit route or an alternative spot to catch the fireworks.

At around 8pm, when the fireworks started, Bai said she moved closer to the edge of the reserved area to get a better view.

This allegedly drew a response from a Shake Shack staff, according to Bai.

In Bai's video, a man raised his voice and repeatedly said in Mandarin off-camera, "Get out!"

Bai said, "That's very rude", to which the man replied, "It's not allowed".

Bai alleged in the post that the staff pushed her during the altercation.

She told Mothership that she was shocked by the staff's behaviour and found it "aggressive and humiliating".

Bai also claimed that she had not obstructed anyone's view by standing where she did, and that she never entered Shake Shack's reserved area.

Lodged complaint with URA

Following the altercation, Bai said she confronted the staff about his rudeness, and brought up her concerns about the outlet "monetising public space", but he did not respond.

Bai then moved to an area indicated by the staff to continue watching the fireworks, but the incident had already left a bad taste in her mouth.

She left when the show ended at around 8:20pm.

Bai subsequently reached out to One Fullerton and the Urban Redevelopment Authority (URA) to lodge a complaint on the matter.

Bai told Mothership she is sharing her story as she felt "mistreated and unsafe" as a customer following the incident.

She also hopes to hold businesses accountable for "unethical" methods of driving sales, such as restricting access to public areas for paying customers.

Vendors can't impose minimum spend to use public spaces: URA

In an email response to Bai seen by Mothership, a URA spokesperson noted that during the NDP previews and actual day celebrations, certain areas around Marina Bay may be cordoned off through barricades as part of security measures to ensure public safety.

However, the spokesperson said that commercial establishments are not permitted to impose minimum spending requirements for the use of public spaces.

"As Shake Shack operates under One Fullerton's management, we will be conveying your feedback to One Fullerton's management team for their attention and necessary action to ensure compliance with regulations regarding private access," the spokesperson told Bai.

Shake Shack's response

In response to Mothership's queries, Shake Shack said that it is aware of a recent post circulating online regarding an alleged incident at its One Fullerton outlet during the National Day fireworks on Aug. 2.

Shake Shack said the outlet's alfresco area was reserved in advance for guests who secured a "seating package" that evening.

They did not share how much this seating package cost.

"To ensure the safety of all the dining guests with confirmed reservations, we cordoned off the space accordingly. Clear signage was placed on site to indicate the reservation-only policy," said Shake Shack.

Shake Shack also said that it takes the allegations of inappropriate conduct by a team member very seriously.

"Such behaviour does not reflect the standards we uphold at Shake Shack. We are currently conducting an internal review and will take the necessary steps, including team training and reinforcement of our service protocols, to ensure that all guests are treated with respect and care," said the chain.

"We remain committed to providing a welcoming experience for everyone and are actively working to address this matter."

Top image from 阿白/Xiaohongshu