Meal delivery services Thuisbezorgd.nl and Uber Eats will make mandatory extra costs clearer to customers when they place an order. The platforms made the changes following “good, constructive” talks with the Consumers’ Association. Millions of customers will also receive discount vouchers as compensation.
The Consumers’ Association examined both platforms’ ordering processes. It found that mandatory charges, such as service fees and surcharges for small orders and packaging, were only shown during or at the end of the ordering process.
Both Thuisbezorgd and Uber Eats have now changed how they display these costs to make them clearer.
Researchers from the Consumers’ Association closely monitored Thuisbezorgd’s ordering process and prices for several months. They found that customers often faced hidden costs of €2 to €4. According to the association, Thuisbezorgd also advertised substantial discounts while prices actually increased significantly.
Uber Eats said it was working to make its app as clear and simple as possible. “We appreciate the constructive discussions with the Consumers’ Association and have adjusted the display of additional costs partly as a result.”
Thuisbezorgd gave a similar response. “After a good and constructive conversation with the Consumers’ Association, we have made our information regarding service fees and promotions even clearer.”
Both platforms also said customers will soon be able to use a discount voucher. The exact form and value of the discounts are not yet known.
Sandra Molenaar, Director of the Consumers’ Association, welcomed the changes. She said she was pleased that the discussions had led to concrete improvements for consumers and that compensation would be provided.
@anp | NEWS BRAINPORT
