On June 6th, Hai Di Lao responded and apologized for providing customers with second-hand drinks.
On May 2nd, a consumer was dining at a restaurant in Haidilao, Guangzhou when they drank a foreign substance resembling a pill from a drink that other customers had not finished, but was brought to their dining table by a waiter.
On June 6th, Hai Di Lao responded to First Financial News that on the evening of May 2nd, a waiter at a store in Guangzhou mistakenly provided another table of customers with kumquat lemon water placed on a shelf to other customers. After police investigation and testing by medical institutions, it was found that the kumquat lemon water contained a counterfeit drug (acetaminophen). The operation of the waiter seriously violated the service process specifications. The relevant responsible persons have been dealt with seriously according to the system process, and the regional responsible person has been instructed to conduct special verification and guidance on the operation specifications of the store. Ensure accurate and smooth service processes. We sincerely apologize for the inconvenience and concerns caused to our customers, and promise to assume corresponding responsibilities in accordance with the law to ensure that customer rights are protected.
In the industry's view, as a well-known chain catering brand, Haidilao's recent incident has exposed serious negligence in service process management, seriously violating service process standards. Food safety is the lifeline of the catering industry, and any issues related to food safety cannot be ignored. Haidilao has always been loved by consumers for its high-quality service and unique brand culture. However, this incident undoubtedly has a negative impact on its brand image, which may trigger a crisis of trust in Haidilao among consumers, thereby affecting its market share and customer loyalty.