Lieferando

Lieferando

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Basic information
Founded	2009
Type	{{{Type}}}
Industry	Food Delivery
Official website	https://www.lieferando.de

Lieferando is a German online food ordering and delivery service, started in 2009 and later incorporated into Just Eat Takeaway. As one of the largest platforms in Germany, Lieferando connects thousands of restaurants with consumers who place orders via its website or mobile app. While popular for its convenience, the platform has attracted criticism for certain practices that impact end consumers, including hidden fees, confusing “shadow websites,” and questions about the working conditions of couriers.

Consumer-protection profile

Shadow websites and possible consumer confusion

Investigations by media outlets, including Bayerischer Rundfunk (BR), revealed that Lieferando creates “shadow websites” closely mimicking the look and name of partner restaurants’ official websites. This may confuse consumers in several ways:

• Misleading search results: When people search for a specific restaurant online, the Lieferando “shadow” site often appears at the top of search results due to paid ads and ranking strategies. This can lead customers to believe they are ordering directly from the restaurant.
• Hidden commissions: Even if the restaurant itself handles the food delivery, a commission (often around 13%) is charged on orders placed through Lieferando. When Lieferando also delivers the food, this commission can rise to 30%. Critics argue this setup may indirectly inflate menu prices and fees for consumers.
• Less direct restaurant support: Many customers order online to support local restaurants, but unknowingly funnel sales through Lieferando. Consumers wishing to maximize the restaurant’s revenue may not realize they are on a Lieferando-created webpage.

Pricing and extra fees

While Lieferando is free for consumers to use, restaurants pay substantial commissions per order. Observers note that:

• Higher menu prices: Restaurants sometimes increase their listed menu prices on Lieferando to offset commissions. As a result, consumers ordering the same meal through the platform might pay more than if they had ordered directly.
• Delivery and service fees: Depending on restaurant agreements and optional platform features (e.g., contactless or expedited delivery), consumers may face additional charges at checkout.
• Promotions and deals: Some restaurants do not extend special offers or loyalty rewards on Lieferando orders, meaning consumers may miss out on deals found only on the restaurant’s direct channels.

The effect of courier working conditions on service

Although it may seem unrelated at first, labor conditions can affect the consumer experience:

• Delivery reliability: Critics say harsh working conditions – particularly in bad weather or under stressful scheduling –can lead to rushed deliveries, occasional delays, or inconsistent quality of service.
• Real-time tracking and performance monitoring: Lieferando tracks couriers’ locations and delivery times to ensure prompt service. While this might benefit customers who want quick updates, data-protection experts raise concerns about continuous oversight and whether it places undue pressure on riders.

Customer support and transparency

• Order misroutes: If shadow websites cause an order to go through Lieferando instead of directly to the restaurant, consumers might experience confusion if issues arise, such as incomplete or delayed deliveries.
• Unclear ownership of sites: The practice of creating lookalike webpages can make it difficult for customers to figure out who is responsible when problems occur, particularly if the official restaurant site and the Lieferando clone are nearly identical.
• Potential conflict of interest: By heavily promoting these shadow websites and paying for top search results, Lieferando can overshadow a restaurant’s own official site, reducing transparency for consumers who genuinely wish to buy directly.