A hike in delivery fees and surcharges, product prices, fewer promotions than before a decrease in the number of items are main reasons why many customers are no longer addicted to food and drinks delivery services via online ordering apps.

Many users believe that online delivery apps are charging a lot of costs, causing awkward psychology for both buyers and sellers. As pictured, a Grab technology driver is delivering orders to the recipients. Photo: CHIEN THANG

Ordering apps are no longer attractive

Previously, ‘big names’ on online apps such as Now, Grabfood, Baemin and Loship often implemented communication programmes and activities to increase brand coverage and increase market share.

These apps are not reluctant to "pump" lots of money to invest, launch strong discount codes up to 50%or even free the entire order to attract as many as consumers possible. However, up to now, when delivery and food delivery brands no longer compete with one another strongly, the interests of customers are also "squeezed".

Discount codes are gradually decreasing, and customers are not interested in using online delivery apps.

Ms. Nguyen Thi Thuy, a resident in Phuoc My Ward, Son Tra District shared: "A few months ago, I often chose to order food on online food delivery applications such as Grab, Nowfood and Baemin. The goal is to save a lot of money as well as time. On average, each order after applying all discount codes is only about VND10,000 - VND20,000/ meal. But now, to order a good-quality meal, it costs me from VND40,000 - VND60,000, while if I go to enjoy meals at a certain eatery, it only costs me about VND20,000/ apiece.”

Along with that, a number of recent apps have increased the accompanying surcharges applied to passenger and goods transportation. For example, the Grab application, from July 6, has an additional surcharge of VND5,000/ ride for the reason that it is "severe hot weather". This fee extends the list of surcharges that this app used to collect such as rush hour rides, night rides, traffic jams, floods, storms and festivals.

This made customers extremely angry. Duong Hien P., a Grab Bike technology driver, said: “The weather is sometimes rainy, sometimes sunny, this is a very normal thing of nature. Not to mention this additional charge collection, the Grab app benefits most, not the tech-based driver. If you use that as a reason to collect more, it's like this app is using tricks to have customers pay more."

Difficulties facing both seller and buyer

Many opinions expressed that the costs such as delivery and surcharges increased, causing both customers and buyers to fall into a difficult situation. Mr. Nguyen Tien Dat, the owner of a snack shop on the technology application, said that the price of gasoline increased to a record high, leading to a hike in delivery fees and other surcharges. My shop’ sales on apps like Grab, Baemin and Now has halved.

Some customers choose to call the store directly and order a lot to get free shipping in the inner city.
Now, it is noticeable that stores and restaurants are gradually decreasing on online food delivery apps and there are not many choices for customers about products and food because it is no longer rich and diverse as before.

When customers order through the app, they also have to pay very high shipping costs for goods and food, even when the shipping fee is close to or higher than the value of the entire order at some times of the day, especially during peak hours, at night, when it rains.

Mr. Tang Anh Thanh, residing in Thanh Khe Tay Ward, Thanh Khe District said: "In the past, food delivery applications such as Shopee Food, Baemin and Loship often give away many discount codes or free shipping, but currently very few, even if they apply a discount code, the fee is still higher than usual.Therefore, now I choose to cook rice at home, buy food by myself to save some costs."

As explained by Ms. Pham Thuy Hoa, the manager of the Bong Food & Drink shop chain, before the impact of increased freight rates, many food and beverage ordering apps increased the discount rate by about 5% to 20 - 25%, so the shop's revenue for online orders is affected.

If the delivery fee is high, those who suffer the most disadvantage are still customers, because to balance the discount cost for the intermediary, shops have no choice but to increase the selling price right in the app to compensate for the incurred or will cut down many promotions compared to before.

Reporting by CHIEN THANG - Translating by A.THU