In early May, Very Long Ago Lamb Skewers, a barbecue chain with 142 outlets nationwide, contacted customers who had dined at 48,000 tables across 24 restaurants last February, the South China Morning Post reported.
It offered refunds covering half the cost of the lamb skewers that the customers had ordered.
A Very Long Ago Lamb Skewers barbecue outlet in China. Photo from trip.com |
The chain said it launched the refunds after discovering some skewers had not been “grilled properly,” rather than in response to a large number of complaints, according to local outlet Bandao Morning Post.
It added that the problem was caused by newly introduced grilling equipment that failed to regulate temperatures properly.
The refunds sparked debate on Chinese social media, with some describing the move as a marketing tactic while others praised the company for prioritizing its customers.
Very Long Ago Lamb Skewers has previously made headlines for its refund policies. Founded in 2008, the chain uses lamb sourced from Hulunbuir City, a major grassland region in northern China.
Customers can reportedly have dishes removed from their bill by telling staff they did not enjoy the food. The company also offers partial refunds to diners who complain about long waiting times.
The refund policy is part of the chain’s reputation for what it describes as “extremely considerate service.” It is also known for offering cooling patches to customers during hot weather, providing premium soft tissues and toiletries in restrooms, and serving free ice cream after meals.
The chain has been nicknamed the “Haidilao in the barbecue sector” for its customer service. Haidilao, China’s largest hotpot chain, is known for providing free services including manicures, car washes, snacks, drinks and live performances.
Another Chinese company known for its customer-first service is Pangdonglai, a retail chain based in Henan Province. It offers specialized shopping carts, pet storage facilities, daily pesticide inspection reports as well as refunds for dissatisfied customers.
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