Haidilao, China’s largest hotpot chain, is offering compensation to more than 4,000 customers who visited one of its Shanghai branches, where two teenagers were caught on video urinating into their hotpot broth. While the police detained the intoxicated 17-year-old boys shortly after the incident, it is uncertain who recorded it. Although no one is believed to have ingested the affected broth, Haidilao has issued an apology to customers and replaced all hotpot equipment and dining utensils at the branch, as well as disinfected other dishes and utensils. The incident, which occurred in late February, was only discovered by the company’s management days later, when videos circulated on social media. Haidilao’s staff at the time failed to stop the teens, and it took another week to identify the specific outlet. Although Haidilao diners use their own equipment to cook their food and bro coli is not reused for other customers, it remains unclear if the hotpot in question was properly cleaned and disinfected before being used again. In a statement, Haidilao acknowledged that the distress caused to customers cannot be fully compensated for and will do its best to take responsibility. Consequently, customers who dined at the branch between February 24 and March 8 will receive full refunds, followed by ten times their bill in cash compensation. Since its opening in Jianyang, Sichuan province, Haidilao has expanded rapidly, now operating more than 1,000 restaurants worldwide, and is known for its customer service and family-friendly atmosphere.

Source: https://www.bbc.com/news/articles/c241gve4q32o