Controversies
Controversies tied to this brand in public sources. A listing is not a finding of fault.
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2025
Shanghai hotpot soup base contamination incident and tort compensation judgment
In 2025, a video of customers urinating into a hotpot at a Shanghai Haidilao store sparked controversy over food hygiene and handling. The company destroyed and replaced tableware, disinfected, and refunded and compensated orders from the relevant period. In September, a court of first instance ordered the minors involved and their guardians to apologize, with the guardians ordered to pay a total of 2.2 million yuan in compensation. The tortfeasors were customers, and Haidilao was the harmed party.
2021
Cameras in private rooms at Beijing stores spark consumer privacy controversy
In February 2021, media reported that some Haidilao stores in Beijing installed cameras in private rooms, raising questions about notification obligations, consumer consent, and the scope of video storage and use. The brand said the move was for food safety reasons and that the relevant footage is not shared externally. The cited sources did not provide a final judicial ruling or administrative penalty, and commentary opinions are not substituted for factual findings.
2020
Post-reopening price hikes draw consumer complaints; brand apologizes and restores original prices
In April 2020, some Haidilao stores raised menu prices after resuming operations, sparking consumer discussion. The company publicly admitted that the price increase was an erroneous decision by management, apologized to customers, and restored menu prices at mainland stores to the standard before the January 26 closure. This entry concerns a pricing and brand communication controversy.
2020
Haidilao responds to report of contaminated chopsticks at Hangzhou restaurant
Company response
In 2020, Haidilao responded after chopsticks at one of its Hangzhou restaurants were reported to have failed a test for coliform bacteria. The company apologized, stated that it would punish the manager of the restaurant, and said it would continue optimizing its tableware-cleaning equipment. According to its analysis, the issue was likely caused during the storage of the chopsticks.
Company response
Apology — 海底捞
海底捞表示，对其杭州一门店筷子被检出大肠菌群不合格深表歉意
Personnel action — 海底捞
将直接处罚问题门店经理
Remediation — 海底捞
将继续优化餐具清洁设备
Apology — 海底捞
7月29日，海底捞方面对新京报记者表示，对该店的抽检不合格现象深表歉意
Source excerpt
今日，针对“门店筷子检出大肠菌群”一事，海底捞表示，对其杭州一门店筷子被检出大肠菌群不合格深表歉意，将直接处罚问题门店经理。经排查分析，基本判定为筷子储存过程中导致，将继续优化餐具清洁设备。
7 月 29 日，海底捞方面表示，对其杭州一门店筷子被检出大肠菌群不合格深表歉意，将直接处罚问题门店经理。海底捞称，经排查分析，基本判定为筷子储存过程中导致，将继续优化餐具清洁设备。
7月29日，海底捞方面对新京报记者表示，对该店的抽检不合格现象深表歉意，集团食安部门也委派专人及专业机构到门店现场进行监督抽查，对存在问题的门店将直接处罚店经理。
2020
Haidilao responds to fake queue-number sales
Company response
Haidilao's chief information officer said that queue-number information for Haidilao restaurants sold on online platforms was fake and seriously违规, and said verified products would not work in stores. The company said it would continue efforts to address such sales.
Company response
Clarification — 海底捞
海底捞首席信息官邵志东回应称：网络平台上出现的违规售卖海底捞门店等位号码的情况，此类产品为虚假排号信息，属于严重违规行为。
Source excerpt
海底捞首席信息官邵志东回应称：网络平台上出现的违规售卖海底捞门店等位号码的情况，此类产品为虚假排号信息，属于严重违规行为。
对于网络泛滥的排队服务，海底捞方面回应称，海底捞2019年下半年至今已限制登录账号超2200个，但违规现象仍屡禁不止，海底捞将会不断通过技术优化、完善排号规则、强化培训门店员工识别真伪排号信息等举措全方位维护用餐秩序。
2020
Haidilao apologizes and restores menu prices
Company response
On April 10, Haidilao said its price increase resulted from a mistaken decision by company leadership, apologized to affected customers, and decided to restore menu prices at all mainland China outlets to the standard in effect before the January 26 closure.
Company response
Apology — 海底捞
海底捞官方表示，本次涨价源于公司高层的错误决定，对这个决定产生的后果和被伤害的海底捞顾客表示歉意。
Remediation — 海底捞
随后，公司高层意识到该决策是错误的时候，决定将所有门店的菜品价格恢复到2020年1月26日门店停业前的标准。
Source excerpt
该公司的涨价决定是3月下旬推出的，之后在海底捞中国内地门店复业之后推向所有门店，不久就接收到了很多顾客和社会各界的批评和建议。
随后，公司高层意识到该决策是错误的时候，决定将所有门店的菜品价格恢复到2020年1月26日门店停业前的标准。
海底捞官方表示，本次涨价源于公司高层的错误决定，对这个决定产生的后果和被伤害的海底捞顾客表示歉意。
2017
Two Beijing stores suspended and investigated over kitchen hygiene issues
In August 2017, Haidilao's Beijing Jinsong and Taiyanggong stores were exposed for kitchen rodent problems and hygiene issues in tableware washing and sewer operations. Beijing food and drug regulators opened an investigation, ordered suspension for rectification, and inspected the Beijing central kitchen and branch stores; the company publicly apologized.