Haidilao, a popular hotpot chain, faced significant backlash after two 17-year-old males were caught on camera urinating into a hotpot at one of its Shanghai outlets. This incident occurred on February 24, 2023, and was reported by Shanghai police on March 8, 2023. The youths reportedly entered the restaurant at midnight and committed the act after becoming intoxicated.

Haidilao's Response

Initial Apology

On March 12, Haidilao issued a public apology via its Weibo page, acknowledging the incident and outlining the steps taken in response. The company confirmed that the incident took place at its East Nanjing Road outlet, situated near the Bund in Shanghai. By 3:49 AM on March 8, Haidilao had replaced all hotpots and utensils in the affected outlet.

Customer Compensation

In an effort to regain customer trust, Haidilao announced that it would refund all customers who dined at the East Nanjing Road outlet between February 24 and March 8. This refund would include a cash compensation amounting to ten times the customers' dining bills. Furthermore, the company expressed its willingness to assist customers seeking legal compensation related to the incident, taking full responsibility for the events that transpired.

Timeline of Events

Discovery of the Incident

Haidilao became aware of the incident on February 28, 2023, when a video surfaced online. The management admitted to a lack of contingency plans and training to handle such situations, which contributed to the delay in response. They expressed embarrassment over failing to ensure a safe dining environment and acknowledged that they had broken their customers' trust.

Investigation and Lawsuits

After discovering the video, Haidilao notified the police to investigate the matter, as they were initially unable to determine the specifics of the incident. It was not until March 6 that the company confirmed the location of the incident. The police managed to identify the youths involved, but it was revealed that they had not ordered any alcoholic beverages during their visit.

On March 10, Haidilao filed civil lawsuits against the two youths to hold them accountable for their actions, emphasizing the seriousness of the incident.

Acknowledgment of Customer Concerns

Haidilao recognized the distress caused to its customers by this incident. The company stated that no form of compensation could fully rectify the situation, but they committed to taking responsibility and improving their management and service practices. They expressed gratitude to customers for their criticism and forgiveness, indicating a desire to learn from the incident and prevent future occurrences.

Conclusion

The incident involving the two youths at Haidilao has sparked significant concern regarding food safety and customer trust in the brand. The company’s response, including public apologies, compensation offers, and legal action against the perpetrators, reflects its commitment to addressing the fallout from this unfortunate event. Haidilao's proactive measures aim to restore its reputation and reassure customers of their safety while dining at their establishments.

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