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In a recent incident that sparked widespread discussion on social media, Zomato CEO Deepinder Goyal shared a video of himself being denied entry to Ambience Mall in Gurgaon while attempting to deliver food as part of an initiative to understand the challenges faced by delivery agents. The video depicted Goyal, dressed in a red Zomato delivery t-shirt, being instructed to use the stairs instead of entering the mall, forcing him to climb three flights to reach the restaurant where he needed to pick up the food.
While documenting his experience, Goyal revealed the difficulties delivery agents encounter, including being required to sit on the floor while waiting for their orders, as they are not allowed to enter the restaurant itself. He expressed the need for improved working conditions for delivery partners, stating, “During my second order, I realized that we need to work with malls more closely to improve working conditions for all delivery partners. And malls also need to be more humane to delivery partners.”
Following the video’s virality, Goyal provided an update stating that the owner of Ambience Mall, Arjun, reached out to Zomato in response to the incident. He assured Goyal of assistance in enhancing the current situation for delivery agents. Goyal shared that the mall has since created a “comfortable online food delivery pick-up point for all delivery partners” to streamline the process.
Expressing gratitude, Goyal remarked, “Thanks Arjun for noticing my post and taking quick action. He’s also agreed to let us employ some ‘walkers’ inside the mall to quickly shuttle the food from the restaurant to these pickup points to hand over the food to delivery partners.” He further encouraged other mall owners to develop “innovative solutions” that could benefit delivery partners and restaurants alike.
The incident highlights the ongoing challenges faced by food delivery personnel and emphasizes the importance of collaboration between businesses and service providers to create a more accommodating environment for all involved.
Sources By Agencies
