Watch: Zomato CEO denied access to Gurugram mall entrance while collecting order

Zomato CEO Deepinder Goyal had turned into a delivery agent for a day, but his experience wasn’t smooth sailing after he was denied access to a prominent mall in Gurugram or the mall lift while collecting an order. He was forced to climb the stairs from another entrance to collect the delivery package from an eatery.
Goyal, along with his wife Grecia Munoz, took on the role of delivery executive to get first-hand experience of challenges faced by delivery agents. When Goyal, wearing a Zomato delivery uniform, entered the Ambience Mall in Gurugram, he was stopped by a security guard and told him to take another entrance – essentially taking the stairs to collect the order.
Posting a video of the sequence of events, Goyal pointed out the need for malls to be more humane towards delivery agents and work together to improve their conditions. “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,” the Zomato CEO tweeted.
Recalling his experience, Goyal revealed that upon arriving at Ambience Mall to collect an order from Haldiram’s, he was told to use a different entrance. “Went back to the main entrance just to check if elevators were available for delivery partners, but there weren’t,” he said.
He described how he climbed the stairs to the third floor only to discover that delivery agents were often required to wait at the stairs for their orders.
In the clip, Goyal is seen sitting on the floor with his fellow delivery partners. “Chilled with my fellow delivery partners while also getting feedback from them,” he said.
The Zomato CEO often posts pictures and videos of him collecting and delivering orders.