Haidilao to Pay Over $1 Million in Compensation After Urination Incident
Recently, a disturbing incident occurred at a Shanghai branch of the popular Chinese hot pot chain, Haidilao, where two men urinated into a pot of broth at the table. This event sparked widespread outrage and controversy, with many calling for greater accountability and improved safety measures. In response to the incident, Haidilao has announced a comprehensive compensation plan for affected customers, which includes a full refund of their meal costs and an additional 10 times the amount they paid in cash. The total compensation is expected to exceed one million yuan.
12 March 2025
On February 24, two men, identified as 17-year-old Tang and Wu, entered a Haidilao branch in Shanghai, where they proceeded to urinate into the hot pot broth after finishing their meal. The incident was captured on video and shared on social media, sparking public outrage. Shanghai police investigated the incident and detained the two individuals. Haidilao has since taken steps to rectify the situation, including replacing all utensils and equipment at the affected branch and conducting a thorough cleaning and disinfection of the premises.
Haidilao has announced that it will provide a full refund to 4,109 customers who dined at the affected branch between February 24 and March 8. Additionally, the company will offer an extra 10 times the amount paid by each customer in cash as compensation. This move is seen as an attempt by Haidilao to restore public trust and demonstrate its commitment to customer safety and satisfaction. The compensation plan has been welcomed by many as a positive step towards addressing the concerns of affected customers.
The incident has sparked a heated debate on social media, with many calling for greater accountability and improved safety measures at restaurants. Some have praised Haidilao's response to the incident, while others have criticized the company for not doing enough to prevent such incidents in the future. The incident has also raised concerns about food safety and the need for restaurants to implement more effective measures to ensure customer safety.
Haidilao has also announced that it will pursue legal action against the two individuals responsible for the incident. The company has filed a lawsuit against Tang and Wu, seeking compensation for the damages caused by their actions. This move is seen as a demonstration of Haidilao's determination to hold those responsible accountable for their actions.
The company's management team had not previously established protocols or training for such incidents, and the store's staff failed to detect the anomaly and ensure the safety of the dining environment, which led to a betrayal of customer trust. It wasn't until February 28 that Haidilao discovered the video online, but the company still couldn't determine the time and location of the incident. As a result, they had to report the incident to the police for assistance.
The local police subsequently imposed administrative detention on the individuals involved. After verifying the dining records of the individuals, Haidilao confirmed that they had not consumed any alcoholic beverages at the store. On March 10, Haidilao filed a civil lawsuit against the two men involved, seeking to hold them accountable for their actions.
Haidilao's handling of the incident has been viewed as a positive step towards addressing the concerns of affected customers. The company's decision to provide a full refund and additional compensation to customers who dined at the affected branch during the specified period is seen as a demonstration of its commitment to customer safety and satisfaction. However, some have questioned the adequacy of the compensation and the company's handling of the incident.
The incident highlights the need for restaurants to prioritize customer safety and satisfaction. Haidilao's response to the incident, including its compensation plan and legal action against the responsible individuals, is seen as a positive step towards addressing the concerns of affected customers. However, the incident also raises broader questions about food safety and the need for greater accountability in the restaurant industry. As the situation continues to unfold, it is likely that there will be increased scrutiny of restaurants and their safety measures, and a greater emphasis on ensuring that customers can dine with confidence.
Haidilao has already sued the two men involved in the incident, and the amount of compensation will be determined by the court. The company's reputation has begun to recover, and the focus now shifts to further improving its services and management. The company has pledged to take full responsibility for the incident and to make every effort to rebuild customer trust.
The total compensation amount exceeds one million yuan, which is a significant effort by Haidilao to protect consumer rights. The company has also called on consumers to maintain their rights through legal means and has promised to fully cooperate and take full responsibility. The outcome of this incident will have a significant impact on Haidilao's reputation and business, and the company will continue to focus on providing quality services and ensuring food safety to rebuild customer trust and maintain its brand image.
