Walmart and McDonald's Deny AI-Driven Personalized Pricing as Shopper Suspicion Grows
Shoppers increasingly suspect retailers and restaurants are using AI and personal data to charge more based on individual habits or urgent need. Walmart, Kroger and McDonald's deny doing so. Walmart CEO John Furner said in a September 25 customer letter that the company prices products, not people, and that income, shopping history and moment of need would never set a price. Walmart also rejected claims that its electronic shelf labels enable real-time or personalized pricing; Dan Bartlett, its head of corporate affairs, argued that shelf labels do not by themselves mean dynamic pricing. McDonald's is the sharpest point of contention. According to a Reuters report, the company has pushed franchise operators to use an AI-powered algorithm that analyzes data across its 14,000 restaurants to estimate "customer willingness to pay in your area." McDonald's says the tool does not set prices in real time and only suggests prices, which franchisees decide for themselves. A proposed class action filed in federal court in Chicago in early October goes further, alleging the platform lets McDonald's and its franchisees coordinate menu prices. McDonald's maintains franchisees set their own prices.