Thuisbezorgd.nl - Online eten bestellen Reviews 

The delivery was delayed for over 1.5 hours, with the status stuck on ‘preparing order’ and the estimated time constantly being pushed back.
Customer support repeatedly asked me to wait, even after I requested a refund multiple times. However, as soon as I insisted on cancelling, the order was suddenly dispatched and I was told cancellation was no longer possible.
On top of that, I received the wrong item (regular Twister instead of Fire Twister) and only got a partial refund. Very disappointing experience.

After waiting 56 min New York stile pizza cancelled my order
That was my first experience and last!!!

Don't buy from them. Deleting the account. Stole money from me. Won't give it back

I had a very disappointing experience with Thuisbezorgd.

My order was marked as delivered, but I never received any food. There was no tracking available, the courier did not ring the doorbell or call me, and I received a message saying the order was left outside — which was not the case.

I immediately checked, and nothing was there.

Despite clearly explaining this, Thuisbezorgd refused to provide a refund and claimed the delivery was completed without providing any proof (such as a photo or call log).

Very frustrating experience and poor customer service. I would not recommend ordering if there is no reliable tracking or proof of delivery.

After using Thuisbezorgd.nl since 2009, the decline in service is remarkable. Its completly enshitified with absolutly no accountability.

Today I ordered from a restaurant 600 meters away. The estimated delivery time was 10–20 minutes. The app showed a countdown (starting at 12 minutes), but repeatedly reset itself (12 → 8 → back to 10, etc.) for over an hour.

After ~45 minutes I requested to cancel the order, as the delivery time had already exceeded the maximum estimate and the food quality would clearly be impacted.

Cancellation was not possible. I was only met with an automated/AI support system that did not address the issue.

The order eventually arrived after ~70 minutes. At that point I no longer wanted to accept it, as the service had failed to meet even basic expectations. (But, I had to accept as I paid...)

There is no meaningful customer support, no ability to cancel, and no accountability.

This is a significant deterioration compared to earlier years. You should really be ashamed of yourself.

I tried to request a full refund of €20, but of course its not possible to do so. I will take this to EU, as this breaks basic consumer laws in the Netherlands.

A quoted delivery window of 10–20 minutes defines a maximum service expectation of 20 minutes.

Delivering at ~70 minutes (7× the lower bound) is a material breach of the stated service range and constitutes a service failure.

I have deleted the app, deleted my account and will not use the service again.

EDIT:
I contacted Thuisbezorgd.nl support following their response. After initially asking for details, no meaningful follow-up or resolution was provided.

The core issues remain unresolved:

-Misleading delivery time estimates
-No ability to cancel after excessive delay
-No effective customer support

I have now formally reported this to ConsuWijzer (ACM), as this appears to be a structural issue rather than a one-off incident.

My stamp card voucher clearly stated "Valid until: Monday 23 June 2025." I tried to use it on 23 June at 17:25. The system showed it as active - then rejected it as "expired" at checkout.

When I contacted customer service, they told me "valid until June 23" means it had to be used before June 23. By that logic, the word "until" means nothing.

They refused to refund or replace the voucher. I have since filed a complaint with ACM ConsuWijzer.

If you have vouchers: use them well before the stated expiry date. Apparently the date shown is not the date they honour.

In the last year the service has gone severly down, with helpless AI for any issue; meanwhile the prices are ridiculously high. They take up to 30% from the restaurant and then also make me pay for service costs. What service if you can't even properly provide support.
You're trying hard to push away customers and it's working.
Only order from restaurant website directly and even better go pick it up, and have a nice walk too.
Don't bother answering with AI copypaste response please, I already know you are "going to discuss internally to make improvements"... right lol laughing emoji

Customer services dont exist , is just a bot no phone number , I send request and the person answering didn't even read the text correctly bcs is probably only one person copy pasting to answer.
Drivers also stealing your food or giving it to strangers one time to the neighbour without informing other time just take it home to have something to eat after the Shifts I guess

Writing this feedback because again i got scammed by this company, one more time my food was not delivered and of course the only support i can get is AI, there is no proper tracking, no proper contact information of the person who is delivering, no nothing. Never again touching this worthless app, thanks for ruining my saturday while paying for food and receiving nothing and of course no help also.

Orders are delivered much later than their app says. They also have no real customer support. They have a phone number which says you can’t call them for support. Their app and website only have a chat bot assistant that has very limited options that it can help you with.

Order never arrived and no way to claim money back. Restaurant not answering. Great way for restaurants to scam customers. Fuming.

They never deliver the order there is no easy way to refund or call them.

Ordered food and was advised in the app of a 30-40 minute wait time. Checked our phone after 40 minutes to see that the order was "Delivered", with missed messages from the courier to help get into our building as it was confusing to them(note: we live in a house, not an apartment, with our house number very visible). No effort was made to call us.

Tried to contact customer service and was - surprise surprise - greeted by an AI chatbot which did all it could to prevent me from speaking to an actual human. I selected the option that the order never arrived and was advised that we would receive an Email shortly. When I asked to speak to a person the chatbot told me that this was not possible.

Over ONE HOUR later we got an Email response advising us that Thuisbezorgd can see our food has arrived (it hadn't), and to contact them if this was not the case. We have sent an Email confirming that it has not arrived and are still awaiting a resolution and refund of our 60EUR order.

Of note - I am diabetic and had taken insulin in anticipation of my food arriving. Since it did not arrive I had to eat something so that my blood glucose did not go low.

EDIT: Thuisbezorgd gave me a refund and a discount code of 10%, as if I would ever use their terrible service again. The courier who didn't even deliver our food seems to have kept their tip, which wasn't refunded.

They consistently break EU consumer protection laws and actively refuse to offer any help if you are unsatisfied with the bare minimum that they offer you. If the food quality is bad (which is what happened in my situation) they offer a pity refund of €5.50 and refuse to even consider anything else no matter what you say. I have been in touch with 2 extremely inconsiderate employees - Nandigam and Thota P. The second one has refused to provide me with a solution for further investigation because according to her "it is not necessary". I will be looking into taking this matter higher because this is unacceptable behavior.

Extremely disappointing experience.
The delivery time was initially set to 20:02, then pushed to 20:50 only after I requested an update, and the order finally arrived at 21:35. That’s over 1.5 hours delay.
During this time, I tried contacting the restaurant multiple times with no answer. I also requested cancellation before delivery due to the excessive delay, but this was ignored.
What’s even worse is the customer service. Instead of addressing the issue properly, I received generic responses and a complete refusal to refund, even though the service was clearly not delivered within a reasonable timeframe.
This is not just about a delay, it’s about poor handling of the situation and lack of accountability.
I will not be using this platform again.

Restaurants participating in offers with their own couriers are exploiting customers. Waited for 2 hours for an order that was supposed to come in 45 mins for it to not even be delivered . Spent 1 hour chatting with customer support and them assuring that the delivery is on its way and it’ll be delivered but the courier never showed up. The time to delivery kept changing , the courier even fake messaged that he’s here and disabled the chat immediately upon calling the restaurant and even mentioning the name of the courier driver they back out saying that talk to the app. Extremely frustrating and disappointing experience from Mima west and Thuisbezorgd.

Horrible experience, will never order from this app again. I ordered at 8PM and my order arrived at 10PM, cold food and soaked from the drink as it spilled, I ended up throwing all the food away and when I tried to contact the company I kept getting a bot. When I finally managed to speak to a representative on Facebook Messenger (the next day), they acknowledged the whole thing but only offered a small amount as a refund. Unacceptable from my side, would have appreciated a full-refund as I threw all the food away.

These people are so shit. This is an example of a useless company skimming off the hardworking person. They can’t even deliver a basic service that I would expect from a shanty town in South Africa

Thuisbezorgd lures customers into their app with promises of many coupons which give a hefty discount on meals. None of them work, ever. Voucher application terms are nowhere to be found on their website, so i contacted customer support, which was very difficult to find, I had to dig on google, and explained my situation kindly to maybe fix this issue. Now more than a month further i'm still waiting. Worthless support!

If you see any of their coupons used as as AD campaign, don't trust it, just go to competition with an actual support service.