Consumers’ assoc. calls out Thuisbezorgd.nl for hidden costs, fake discounts

The Consumentenbond is calling on the meal delivery platform Thuisbezorgd.nl to stop charging hidden fees. Mandatory costs for “service,” bags, plastic packaging, and sauce are not visible early in the ordering process but only surface at the end of the order. The consumer advocacy group also wants Thuisbezorgd to offer some form of compensation and is currently in talks with the platform about this.

Researchers from the Consumentenbond have been closely monitoring the ordering process and prices at Thuisbezorgd over the past few months. They discovered that consumers were often faced with €2 to €4 in hidden fees. Given that this has likely been happening for several years and the site has millions of users, a spokesperson estimates that the total amount of hidden fees runs into the hundreds of millions of euros.

According to her, the consumers’ association is not seeking compensation of that magnitude. “However, we do want compensation that does justice to the situation. We cannot yet say exactly how.” She is not yet willing to indicate whether the association’s efforts will actually lead to compensation for consumers.

The Consumentenbond also investigated Uber Eats and found hidden costs there as well. Uber Eats already implemented adjustments in June. The association is still in talks with this platform regarding further improvements and a gesture towards consumers.

Additionally, the Consumentenbond wants to warn people about possible fake discounts at Thuisbezorgd. For example, researchers observed Indian snacks that initially cost €3.75 and then went “on sale” with a price reduction from €7.50 to €6. “Although advertised with a substantial discount, the price actually went up significantly.” The association did not encounter this type of practice at Uber Eats.

Thuisbezorgd says it does not recognize the picture painted by the Consumentenbond. “Transparency and further optimizing our information provision to consumers is our highest priority,” a spokeswoman responded in a written statement. “We continuously evaluate how we can create the best value for consumers on the platform with our (restaurant) partners. Naturally, taking into account changing laws and regulations.”