Zomato CEO Shares He Was Blocked From Using Mall Elevator While Collecting Order

New Delhi: Zomato CEO Deepinder Goyal on Sunday claimed that a mall in Gurugram denied him access to the elevator while he was picking up a food order as a delivery executive.

Mr. Goyal and his wife, Grecia Munoz, assumed the role of delivery partners in order to obtain personal knowledge of the difficulties that delivery workers encounter. He mentioned that when he arrived at Ambience Mall to collect an order, he was instructed to use the stairs instead of the lift.

“After my second delivery, I came to the conclusion that in order to enhance working conditions for all delivery partners, we need to cooperate with malls more. Malls must also treat delivery partners with more empathy,” he shared on X, alongside a video detailing his experience while wearing a Zomato delivery agent uniform.

“We came to Gurugram’s Ambience Mall to get the Haldiram’s order. After being told to use the other entrance, I quickly recognized that they were requesting that I utilize the stairs. I went back through the front door to make sure delivery partners couldn’t use the elevators,” he said.

Mr. Goyal mentioned that he climbed the stairs to the third floor only to discover that delivery partners are not allowed inside the mall and must wait on the stairs to receive their orders.

“I spent some time with my fellow delivery partners while gathering valuable feedback from them,” the Zomato CEO noted, adding that he finally managed to sneak in to collect the order when the staircase guard “took a short break.”

In response to his post, many users remarked that not only malls but also various residential societies restrict delivery partners from using the main elevator.

Delivery partners should have regular access to elevators and entrances/exits in every community, shopping center, and workplace. “There should be no distinctions,” a user said.

Last week, Mr. Goyal shared a post showing him riding through the streets of Gurugram while making deliveries.

“I’m enjoying delivering food to our customers and having a great time,” he wrote, sharing photos with Ms. Munoz, who recently adopted the name Gia Goyal.