Haidilao, the leading hotpot chain in China, has announced plans to compensate over 4,000 diners who frequented a Shanghai branch after a viral video surfaced showing two intoxicated teenagers urinating into a hotpot broth. This incident, which occurred in late February but came to the company’s attention only later, sparked outrage and health concerns among the dining public. The boys, aged 17, were detained by police shortly after the incident, and there is no evidence to suggest that anyone consumed the contaminated broth.
In response, Haidilao issued a public apology, pledging to replace all hotpot equipment and sterilize all utensils involved. The company clarified that diners use their own personal hotpots, which are not reused, raising questions about the cleaning process prior to the next customer's arrival. In a move to address customer dissatisfaction, Haidilao announced that anyone who dined at the location between February 24 and March 8 would receive a full refund, alongside cash compensation valued at ten times their original bill.
Haidilao, which has expanded rapidly since its inception in Sichuan and now boasts over 1,000 locations globally, is widely recognized for its exceptional customer service and a family-oriented dining environment. Amidst this incident, the company asserts its commitment to accountability and enhancing customer trust, emphasizing that while compensation may never fully mitigate the distress caused, they are dedicated to rectifying the situation.
In response, Haidilao issued a public apology, pledging to replace all hotpot equipment and sterilize all utensils involved. The company clarified that diners use their own personal hotpots, which are not reused, raising questions about the cleaning process prior to the next customer's arrival. In a move to address customer dissatisfaction, Haidilao announced that anyone who dined at the location between February 24 and March 8 would receive a full refund, alongside cash compensation valued at ten times their original bill.
Haidilao, which has expanded rapidly since its inception in Sichuan and now boasts over 1,000 locations globally, is widely recognized for its exceptional customer service and a family-oriented dining environment. Amidst this incident, the company asserts its commitment to accountability and enhancing customer trust, emphasizing that while compensation may never fully mitigate the distress caused, they are dedicated to rectifying the situation.
