Gurugram: Zomato CEO Deepinder Goyal recently took on the role of a food delivery agent for a day to gain firsthand experience of the challenges faced by his team. Accompanied by his wife, Grecia Munoz, Goyal surprised customers by personally delivering their food orders. However, what started as a gesture to connect with delivery partners and customers took an unexpected turn when Goyal encountered difficulties at a prominent Gurugram mall.
Hurdles at the Mall
During his second delivery, Goyal arrived at Ambience Mall to collect an order but was denied access to the main entrance and elevators. As a result, he was forced to take a different entrance and climb stairs to pick up the food. He later shared his experience on the micro-blogging platform X, stating, “During my second order, I realised 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. What do you think?”
During my second order, I realised 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.
What do you think? pic.twitter.com/vgccgyH8oE
---Advertisement---— Deepinder Goyal (@deepigoyal) October 6, 2024
Goyal, dressed in Zomato’s signature red delivery agent uniform, took the opportunity to engage with other delivery partners, listening to their feedback. His experience shed light on the everyday struggles faced by delivery agents, particularly in large commercial spaces.
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Mall Responds with Immediate Action
Following Goyal’s post, Ambience Mall responded swiftly. In an update shared by Goyal, the mall has already created a designated, comfortable food pickup point for delivery partners to make the process smoother and more efficient.
Goyal thanked Arjun, the owner of Ambience Mall, for quickly noticing his post and taking action. In addition to the new pickup point, the mall has agreed to employ “walkers” who will shuttle food from restaurants inside the mall to these pickup points, further reducing the wait time and effort for delivery partners.
Ambience Mall has already responded to the situation, and created a comfortable online food delivery pick up point for all delivery partners. Thanks Arjun (owner of Ambience) for noticing my post and taking quick action. He’s also agreed to let us employ some “walkers” inside the… https://t.co/3aWlZzMADd
— Deepinder Goyal (@deepigoyal) October 7, 2024
Call for Industry-Wide Change
In his update, Goyal urged other mall owners across India to adopt similar measures or explore innovative solutions to improve the working conditions of delivery partners. He emphasized that these changes would benefit all stakeholders involved, including delivery partners, customers, restaurants, and malls themselves.
“I urge all the other mall owners to please do the same, or come up with other innovative solutions which can help our collective customers, our delivery partners, restaurants, delivery aggregators, as well as malls themselves,” Goyal stated in his post.
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