Haidilao apologizes after viral video exposes shocking food contamination at Shanghai outlet
A shocking incident at a Haidilao outlet in Shanghai has led the renowned hotpot chain to refund over 4,000 customer bills and issue a formal apology. Two intoxicated teenagers were caught on video urinating into a hotpot, triggering widespread outrage. The company has pledged to compensate affected customers with a full refund and 10 times their dining bill.
On February 24, 2025, two 17-year-old males, surnamed Tang and Wu, visited Haidilao’s East Nanjing Road outlet in Shanghai. Reports from the Shanghai Public Security Bureau revealed that the pair became intoxicated before urinating into a hotpot in a private dining room. Wu later posted a video of the act online, sparking widespread condemnation and legal repercussions.
Haidilao first became aware of the video on February 28 but struggled to verify where and when the incident occurred. With 1,400 outlets across 15 countries, locating the exact restaurant took time. By March 6, the company confirmed the incident took place at its East Nanjing Road branch. Haidilao then filed civil lawsuits against the two individuals on March 10, vowing to hold them accountable.
In a statement on March 12, Haidilao apologized to customers and announced its plan to refund all 4,109 customers who dined at the affected outlet between February 24 and March 8. In addition to full refunds, the company will offer compensation amounting to 10 times the value of each bill. Haidilao also stated that customers seeking legal redress would receive full support from the company.
To address concerns about food safety, Haidilao stated that by March 8, it had replaced all dining utensils, hotpot equipment, and carried out extensive disinfection of the premises. The restaurant chain has pledged to strengthen internal management, improve surveillance, and introduce stricter protocols to prevent similar incidents in the future.
Legal Consequences for the Offenders
Shanghai police confirmed that both teenagers were detained following investigations. While Haidilao found no record of them purchasing alcohol at the restaurant, their intoxication played a significant role in their actions. The court will determine further legal consequences in the coming weeks.
This incident has severely impacted Haidilao’s reputation and raised concerns over restaurant security and food safety in China. The restaurant’s swift response, mass refunds, and strict legal action demonstrate its commitment to regaining public trust. However, it remains to be seen how customers will respond in the long run.
Sources: Mothership (2025), Global Times (2025)
Keywords: Haidilao, Shanghai, Food Safety, Viral Video, Customer Compensation, Hotpot Scandal
