A Guangdong resident who dined at a local "Pengge Two Meat Crab Hotpot" restaurant in Shenzhen on October 23 left an anonymous negative review online after finding the portions were insufficient, the service attitude was perfunctory, and there was a charge for wet tissues. The establishment, which had filed a complaint with the platform against the review, however, provided evidence containing the customer's dining photos and work details, although the phone number was not disclosed. The news sparked significant attention and debate. The store's customer service responded that the provided phone number had been shielded by the platform, and the customer's work location was a guess based on their work uniform. When asked why the personal information was included in the complaint materials, the customer service stated that the specific reasons needed to be checked with the platform. This incident has been criticized by the public and media outlets like The Paper for its actions, with the media arguing that the restaurant's attempt to question the authenticity of the customer's review by suggesting they were a fellow industry member or competitor employee is an infringement on the consumer's right to legitimate supervision and goes beyond legal privacy boundaries.
The customer's experience highlighted growing concerns about the treatment of customers who leave negative online reviews, especially in the hospitality industry. Such practices can deter other customers from voicing their concerns and potentially suppress negative feedback, undermining the ability of consumers to exert meaningful oversight. The incident has further fueled debates over the proper balance between protecting customer privacy and addressing legitimate complaints.
Experts in consumer rights suggest that businesses should focus on improving services rather than adopting confrontational tactics to handle negative reviews. They argue that transparent communication and addressing customer concerns can help enhance customer satisfaction and reputation, while maintaining respect for individual privacy and the principles of fairness and justice.