In a recent social media post, Zomato CEO Deepinder Goyal shared his experience of working as a food delivery agent for a day, revealing that he was denied entry at a prominent Gurgaon mall while attempting to deliver an order. Goyal, dressed in the company’s signature red delivery uniform, took on the role to gain first-hand insights into the daily challenges faced by Zomato’s delivery partners.
The incident took place at Ambience Mall in Gurgaon, where Goyal had gone to pick up an order from Haldiram's. In a video posted on Instagram, Goyal explained that upon reaching the mall's main entrance, security personnel instructed him to use the stairs instead of the main entrance. Despite enquiring about the possibility of using a service elevator, Goyal was directed to a staircase and climbed to the third floor.
"After taking the stairs to the third floor, I was informed that delivery agents are not allowed inside the mall and must wait at the stairwell to receive their orders," Goyal shared in the video.
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The footage also showed Goyal sitting with other delivery executives at the designated waiting area, interacting with them while awaiting their orders. He expressed appreciation for the feedback they provided about their working conditions.
Reflecting on the experience, Goyal stated, "During my second order, I realized the need to collaborate more closely with malls to improve conditions for delivery partners. Malls also need to be more humane towards delivery personnel."
Later, Goyal revealed that he managed to "sneak in" to collect the order while a security guard was on a break, successfully completing his delivery.
Throughout the day, Goyal posted updates about his experience, expressing his enthusiasm for the role. "Loving delivering food to our customers and enjoying the ride," he captioned one of his posts.
This initiative underscores Goyal’s commitment to better understanding and improving the working environment for Zomato’s delivery partners.