Kebab not grilled properly: BBQ restaurant refunds ₹1.5 million, goes viral because customers never complained

A Chinese barbecue restaurant chain has gone viral for an unusual reason. She refunded customers who never complained. This is also why the restaurant became viral on social networks.

Very Long Ago Lamb Skewers, which operates 142 directly managed stores across China, took the initiative in early May. The chain contacted customers who dined at 48,000 tables in 24 restaurants in February. She offered each of them a 50% refund on their mutton kebab bills.

The total cost of the gesture was 1.1 million yuan, equivalent to approximately US$162,000. In Indian currency it is more than ₹1.5 million.

The reason was not a flood of customer complaints. The company discovered internally that its roast was not properly grilled. The new device failed to regulate temperatures properly. The company acted on its own findings before customers even raised concerns.

Reactions on mainland social media were mixed. Some users dismissed it as a clever marketing ploy. Others praised the company for genuinely rewarding customers.

Public relations expert Yao Suxin told China News Service that the gesture boosted the brand’s image of food quality. It also generated considerable online traffic.

It’s not the first time the brand has attracted attention for its refund culture. Established in 2008, the restaurant uses lamb sourced from Hulunbuir, one of China’s best pastures. Its refund policy is remarkably relaxed by any standard.

Customers can have their entire bill waived simply by telling the server that the food was not tasty. Partial refunds are also paid immediately if customers complain about excessive queues or waiting times.

Many netizens joke that the brand seems almost too eager to offer a replacement. Some say they feel self-conscious about criticizing at all.

The refund policy is just one part of a wider culture of exceptional service. When customers enter a hot restaurant, servers offer cooling patches. The napkins are unusually soft and sweetly flavored.

According to the South China Morning Post, restaurant restrooms are stocked with hand cream, mouthwash and Florida water. At the end of the meal, each diner is served free ice cream.

The brand is also popular with South Korean tourists. Several outlets in Beijing and Shanghai hired Korean-speaking waiters to accommodate them.

These characteristics earned the chain a remarkable nickname. It is widely called the Haidilao sector of barbecue. Haidilao is China’s leading hotpot chain and is widely regarded as the gold standard of hospitality in China’s service industry.

According to SCMP, it offers free manicures, car washes, pre-meal snacks, fruit, drinks and live performances, including face-changing acts and hand-pulled noodles.

Reaction on social networks

These businesses have sparked a wider conversation on Chinese social media about what customers really deserve. One user summed it up simply.

“To be honest, the consumption in these places is a bit more expensive than the average level. But I’m willing to pay because they respect my feelings,” said the user.

“They all have one thing in common: using honesty in exchange for honesty,” SCMP quoted another user as saying.