Grab and Gojek Respond to Complaints about GoFood and GrabFood prices which are considered more expensive

KOMPAS.com – A number of users have complained about the price of the food delivery service online like GoFood and GrabFood complained about the more expensive.

The services provided by the two tech startups even add a fee called a “platform fee”. application in addition to shipping costs to commissions for companies taken from merchant.

A number of food delivery service users online This complains about the increasingly expensive fees on Twitter.

Among the complaints expressed by users on Twitter, one of them is shipping costs, which are sometimes even more expensive than the price of the food.

Also read: When GoFood and GrabFood users complain about the high price difference between the application and the restaurant…

In addition, GoFood and GrabFood shipping costs are also considered to be higher. In fact, the distance is less than 1 kilometer.

On Twitter, one user questioned the current GoFood postage which is considered so expensive, even though he has already received a discount of up to 50 percent.

Other users have complained about the various fees they have to pay such as platform fee and shipping costs. Even though he only bought food in the form of takoyaki worth Rp. 12,000.

There are also those who complain that the price of food items in the application is much more expensive than the original price if the user visits directly or dine in.

The price, according to one GrabFood and GoFood user, is sometimes more expensive even though it has received a discount from the application of up to 30 percent.

The same thing was also conveyed by a GoFood user named Galuh.

In addition to the more expensive delivery fees, he also complained about other additional fees charged to users, such as application fees (platform fees), order fees, to packaging fees.

“In the past, it seemed that the additional costs were not as much as now. Because there are many additional costs, the total that must be paid is also automatically more expensive than before,” Galuh said to KompasTekno.

Meanwhile, Tia, a GoFood user in the Tangerang area, for example, said the price of food listed on GoFood could vary by around IDR 2,000 – 10,000, depending on the restaurant.

“If it was confirmed to the restaurant, they said it was the application fee from the online platform,” said Tia.

Another user named Rita, who often uses GrabFood and lives in the South Tangerang area, also said the same thing. He said that the comparison of restaurant prices with applications could range from IDR 5,000 – 10,000.

Also read: Observer: Not More Expensive, GoFood-GrabFood Prices Are Getting Normal

GoFood and GrabFood responses

Technically, as a delivery service provider platform, both GoFood and GrabFood do charge fees to customers merchant (restaurant partners), as well as customers. This is fairly reasonable because its development requires costs.

For merchantGoFood and GrabFood take a commission of around 20 percent for each item that appears on the merchat menu in the application.

As for the user side, both companies charge delivery or postage fees, platform fee up to the cost of packing or packing when needed.

Regarding the GoFood prices which were complained of being increasingly expensive, the company said that the costs applied were in accordance with the benefits, as researched by the Demographic Institute of the Faculty of Economics and Business, University of Indonesia (LD FEB UI).

“The price of each food menu (SKU) listed in the customer application is determined by each restaurant,” said Rosel Lavina, VP Corp Affairs Food & Groceries to KompasTeknoMonday (27/6/2022).

“The amount of the GoFood commission is also considered by business partners to be appropriate, as stated in the LD FEB UI report which states that the GoFood commission fee is considered to be in accordance with the benefits obtained,” he said.

Meanwhile, GrabFood is reluctant to comment on the cost of its service, which users complain about being expensive. However, the company states that the price of the food in the application is completely determined by merchant.

“Grab as a food delivery service provider, submits the price of the food displayed on the GrabFood feature entirely to merchant partners. Merchant partners are free to set menu prices according to current business strategies or promotions
they apply,” said Hadi Surya Koe, Head of Marketing for GrabFood, Grab Indonesia KompasTekno.

Also read: When Grab CEO Nyambi Becomes a GrabFood Courier, Rides a Bike to Deliver Food

What’s that platform fee/order fee and the benefits

In addition to shipping fees and commissions, both GoFood and GrabFood also apply application or service fees platform fee.

Well, this fee includes additional costs that may make the total cost of ordering food seem more expensive.

This is because this fee will be applied in 2020, not since the two services are available in Indonesia. As for Gojek, platform fee implemented from May 2021.

The two companies together said that the fees were applied to develop further services including GrabFood and GoFood innovations in the future.

“This fee (order fee) helps Grab to continue to develop services and technology as well as platform management to provide the best offers and experiences for consumers and merchant partners in the long term,” said Hadi.

Also read: Observer: GoFood-GrabFood Creates Addiction, Still Used Even though the Price Is Normal

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