Company Dynamics
Hollyland was exposed to coffee burns
- Categories:Industry Information
- Author:
- Origin:Beijing News
- Time of issue:2019-03-16 12:02
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(Summary description)Recently, the netizen "Maruzi Qiuhuanyu" broke the news on Weibo that "Holyland has delayed the scalding of customers for more than 2 months and has not dealt with it", claiming that his family members suddenly fell off the cup lid while drinking out-of-the-box coffee from the Hollyland store, causing second-degree burns. Hollyland refused to apologize for the incident. The surveillance video on the day of the incident showed that the clerk did not add cold water during the coffee making process, which was inconsistent with Hollyland’s official explanation.
Hollyland was exposed to coffee burns
(Summary description)Recently, the netizen "Maruzi Qiuhuanyu" broke the news on Weibo that "Holyland has delayed the scalding of customers for more than 2 months and has not dealt with it", claiming that his family members suddenly fell off the cup lid while drinking out-of-the-box coffee from the Hollyland store, causing second-degree burns. Hollyland refused to apologize for the incident. The surveillance video on the day of the incident showed that the clerk did not add cold water during the coffee making process, which was inconsistent with Hollyland’s official explanation.
- Categories:Industry Information
- Author:
- Origin:Beijing News
- Time of issue:2019-03-16 12:02
- Views:
Information
Source Title: Hollyland was exposed to coffee burns and was unresolved, and liability was determined to be the focus of controversy
The involved Hollyland Huamao store in urban and rural areas. Photograph by Guo Tie, reporter from Beijing News
Recently, the netizen "Maruzi Qiuhuanyu" broke the news on Weibo that "Holyland has delayed the scalding of customers for more than 2 months and has not dealt with it", claiming that his family members suddenly fell off the cup lid while drinking out-of-the-box coffee from the Hollyland store, causing second-degree burns. Hollyland refused to apologize for the incident. The surveillance video on the day of the incident showed that the clerk did not add cold water during the coffee making process, which was inconsistent with Hollyland’s official explanation.
In this regard, a Hollyland vice president surnamed Wang responded to a reporter from the Beijing News on March 8 that his company’s internal operations are inconvenient to explain to the outside world, and it is recommended to find out through official phone calls. As of press time, Hollyland has not yet responded. Whether Hollyland should be held responsible for burns from its take-out products and whether its employees performed standardized operations have also become the focus of controversy in the entire incident.
A reporter from the Beijing News found that at present, my country has not issued a standard for the temperature of hot drinks, and large chain brands generally have not formulated internal regulations on the temperature of hot drinks. Experts believe that if the product's manufacturing, material, design, etc. are defective or the service is not in place, the merchant should bear the responsibility that is compatible with its fault. Whether the product leaves the service area is not a reason for exemption.
Netizens say their family members were scalded by Hollyland Coffee
According to the netizen "Wu Ziqiu Huan Lun" revealed to the Beijing News reporter, on December 25, 2018, his family bought a cup of American coffee at Hollyland's Huamao store in Beijing. Falling off, causing burns to the family's hands. After that, they returned to the Hollyland store as soon as possible to report the situation.
Because of multiple blisters on the burned site, the family of "Pill Boy Qiuhuanzhen" went to the hospital for medical treatment. After being diagnosed with second-degree burns, they needed to go to the hospital for dressing change every other day. The course of treatment lasted two weeks. The reporter saw from the photos provided by "Wu Zi Qiu Huan Liao" that his family had extensive burns under the tiger's mouth and wrist on his left hand. The peeling wounds were pink, and the burned but not peeling parts had turned brown.
"Maruzi asks for joy" said that after the incident, a person who claimed to be the regional manager of Hollyland contacted her, saying that the lid of the cup may have fallen off due to external influence, and the clerk only took part of the responsibility. Hollyland only paid the dressing fee and gave it as a gift. 2 small cakes as compensation. The regional manager also emphasized that Hollyland's American coffee is added with 20% direct drinking cold water, and the water temperature will not be particularly high.
On December 30, "Maru Boy Seeking Joy" went to Hollyland's Urban and Rural Huamao Store to check the video on the day of the incident, and found that the clerk did not add cold water during the coffee making process. At the scene, a self-proclaimed Hollyland manager assistant Ms. Li said that the bottom line of the company's compensation is half of the medical expenses and a 200 yuan cake card. The conditions such as transportation expenses and missed work expenses proposed by the "Pill Boy Qiu Huan Lun" cannot be accepted.
"Maruzi asks for joy" told the Beijing News reporter that after this communication, Hollyland never contacted her again. On January 10, 2019, she publicly disclosed the whole process of the scald incident on Sina Weibo for the first time. After Beijing Hollyland Foods Co., Ltd. complained about her infringement of her reputation, the article was deleted on January 22.
After , "Maruziqiuhuanyu" published related Weibo on January 15 and February 28, stating that "Holyland has delayed the scalding of customers for more than 2 months and has not dealt with it." On March 2, "Maruzi Qiuhuanyu" confirmed to the Beijing News reporter that Hollyland had once again proposed new compensation terms, but refused to apologize for the burn incident.
Hollyland refuses to disclose the hot drink operating rules
Regarding the situation reported by "Maru Boy Seeking Joy", on March 8, the Vice President of Hollyland Wang, who had communicated with him, responded to the Beijing News reporter, saying, "Customers bought coffee in the store, not burned in the store. "At present, it has been handed over to the company’s legal department to negotiate", "In the beginning, we communicated with customers many times in the spirit of the service industry, but the feedback from customers to us was not very positive."
Regarding whether Hollyland has a requirement to add cold water to the hot drinks provided in the store, the vice president surnamed Wang refused to answer on the grounds that "this is an internal operation of the company, it is inconvenient to explain to the outside world", and suggested that it be checked through the official phone and the phone of the Legal Department. Ms. Xiao, the manager of Hollyland's urban and rural China Central Place store, said, "It's all done in this way." However, it is recommended that reporters from the Beijing News ask Hollyland's headquarters for specific matters related to burns.
The Beijing News reporter contacted the Hollyland headquarters according to the phone number provided by Hollyland’s official customer service. The other party stated that it would forward the interview request to relevant departments. However, as of the time of publication, no response has been received, and the video on the day of the incident could not be viewed.
According to the live recording provided by "Maruzi Qiuhuanyu", when she and her family went to the urban and rural store on December 30, 2018 to communicate with the aforementioned Hollyland manager assistant Ms. Li, they repeatedly mentioned that they did not see the store clerk in the video at the time of the incident. There is an operation of adding cold water to the coffee, and questioned this. At that time, Ms. Li first replied "it should be added", and then said "it is impossible to keep it. That is our production requirement and we trained it."
Hoolilai Chegongzhuang store coffee measured temperature is close to 80℃
On March 8, a reporter from the Beijing News visited the store involved in the case of Hollyland's Urban and Rural Huamao Store, and noticed that the clerk used to add cold water to the cup during the process of making American coffee. A reporter from the Beijing News used a far-infrared thermometer to test on-site and found that after 2-3 seconds of opening the lid, the highest temperature on the surface of the coffee was 66.1°C and it could be drunk directly.
Hollyland Coffee Console Photography Beijing News reporter Guo Tie
Photography Beijing News reporter Xu Tianhe
Subsequently, a reporter from the Beijing News bought a cup of American coffee from Hollyland’s Zizhuqiao Store, Ganjiakou Store, Chegongzhuang Store, and Youth Palace Store for on-site temperature measurement and found that the highest temperatures on the coffee surface of the four stores were 70.9℃ and 52.1℃ respectively. , 79.5℃, 63.5℃. Combined with the temperature measurement of Hollyland's urban and rural stores, the average temperature of coffee sold in the five stores is 66.4°C. Among them, the 79.5℃ coffee sold in the Chegongzhuang store of Hollyland has a noticeably hot feeling in the hand, which is not suitable for direct drinking.
Photography Beijing News reporter Xu Tianhe
What kind of temperature can cause burns? Ning Fanggang, deputy chief physician of the Burns Department of Beijing Jishuitan Hospital, told the Beijing News that scalds are usually divided into four degrees. Judging from the photos, the burns of the family members of the "Wu Zi Qiu Huan Liao" are superficial second degrees, which are among the most serious burns that need to be dealt with The light one. Theoretically speaking, as long as the temperature exceeds 45℃ and the contact time is long enough, it can cause burns, but the specific reasons depend on the temperature, contact time and skin conditions. "Just ask what temperature can burn. There is no calculation formula. It should be combined with actual conditions. Happening."
However, the maximum rated water temperature of an electric water heater may be used as a reference. Generally speaking, the maximum rated temperature of storage-type electric water heaters commonly used in households is 75°C. The national standard "Storage Type Electric Water Heater" (GB/T 20289-2006) also requires that the "safety precautions" of the water heater should indicate, "If the set temperature exceeds 50 ℃, it may cause burns to the body. It must be mixed with cold water. use".
The lawyer said that taking out is not a reason for exemption
Regarding the Hollyland coffee scalding customer incident, a related person in charge of a chain roasting brand believed that if the customer did not drink it in the store, the brand would usually consider the customer to be solely responsible. If Hollyland has internal regulations on the operation of hot coffee, but employees fail to follow the regulations and cause burns to customers, the responsibility should be on Hollyland. As far as the entire catering and baking industry is concerned, there are currently no relevant standards or regulations on the temperature of hot drinks, and it may be difficult to identify the responsibility for burns.
According to a reporter from the Beijing News, due to the large variety of hot drinks and complicated specific operations, most of the large domestic chain brands currently do not set specific regulations on the temperature of hot drinks such as American coffee in their stores. A related person at Starbucks said that the company would require shop assistants to remind customers when submitting hot drinks.
In fact, there are legal precedents for hot drink burns in foreign countries. According to a report from Xinhua News Agency in May 2017, a woman in Florida, USA, bought a cup of hot coffee at a Starbucks takeaway store in Jacksonville, Florida. When taking the coffee from the clerk, the lid of the cup fell off, causing the thigh and abdomen to be scalded by the coffee at 190 degrees Fahrenheit (87.8 degrees Celsius). The jury finally determined that Starbucks should bear 80% of the responsibility for this incident and pay the customer US$15,492 for medical expenses and US$85,000 for mental damage. According to the statement issued by the plaintiff's lawyer, a representative of Starbucks admitted in court hearings that Starbucks received approximately 80 complaints every month caused by the cover of the cup falling off or leaking.
Regarding the identification of responsibility for hot drinks and scalds, Qiu Baochang, an expert from the Committee of Experts of the China Consumers Association and director of Beijing Huijia Law Firm, said that in accordance with basic legal provisions, regardless of whether the store has internal regulations on hot drinks and other services, the products sold or provided All services must protect the personal and property safety of consumers. The specific responsibility determination depends on whether the merchant provides hot drinks in accordance with the operating procedures, and on the cause of the burn. If the product's manufacturing, material, design, etc. are defective or the reminder service is not in place, the merchant shall bear the responsibility corresponding to its fault. Whether the take-out product leaves the service area is not an exemption ground. On the other hand, customers as adults should also protect their own safety.
Beijing News reporter Guo Tie Photography Xu Tianhe Guo Tie Editor Li Yan Proofreading Lucy
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