3月12日，海底捞发布“关于海底捞上海外滩店事件的说明 ”。声明中，海底捞称针对2月24日00:00至3月8日24:00期间，在海底捞上海外滩店堂食消费的4109单顾客，将全额退还当日餐费，并额外提供订单付款10倍金额的现金补偿。
同时，海底捞在声明中还表示，由于公司管理层之前根本没有针对这类事件的预案和流程培训，导致门店值班团队未能及时察觉现场异常，没有守护好用餐环境的安全，“十分愧对消费者对我们的信任”。
此外，对于涉案的两名男子，海底捞已在3月10日向上海黄浦区法院提起民事诉讼申请，坚决依法追究其相关责任。
此前，一段两名男子站在桌上，向火锅内撒尿的视频引发关注。
Haidilao, a popular Chinese hotpot chain, announced it will provide full refunds and substantial compensation to thousands of customers after two boys urinated into a hotpot at one of its Shanghai branches.
The company said on Wednesday that 4,109 customers who dined at its location at The Bund between Feb 24 and March 8 will receive a full refund of their meals, plus a cash compensation of 10 times the amount of their bill.
The incident, which occurred in the early hours of Feb 24, involved two 17-year-old boys, surnamed Tang and Wu, who were dining in a private room. According to a police bulletin, the intoxicated boys climbed onto the table and urinated into the hotpot. Wu then posted a video of the incident online, sparking widespread outrage.
The Shanghai Public Security Bureau's Huangpu branch reported the incident after Haidilao filed a complaint on March 6. Both boys have been placed under administrative detention.
Haidilao stated it has filed a lawsuit against the two boys in the Huangpu District People's Court.
The company initially responded to the incident by stating it would pursue legal action against those spreading malicious rumors and asked for leniency toward the minors involved. The restaurant also said it had replaced all cookware and thoroughly sanitized the premises.
However, the company's initial response drew criticism from online users who expressed concerns about food safety and questioned the restaurant's delayed reaction.
In its latest statement, Haidilao explained that it did not become aware of the incident until Feb 28, when the video surfaced online.
The company said it struggled to identify the specific location due to its extensive network of over 1,400 restaurants in 15 countries. It was not until March 6 that the company confirmed the incident occurred at The Bund branch.
Haidilao also said it will upgrade its private room services and invited consumers to visit and inspect its open back kitchen.
Reporter: Wang Xin
