Zomato CEO Deepinder Goyal along with his wife Jiya Goyal took the initiative to work as delivery agents for a day. On October 6, he shared a video on X (formerly Twitter), in which he recounted an unpleasant experience he had while taking an order from Ambience Mall in Gurugram. According to Goyal, he was stopped from using the main entrance of the mall and was directed to take the stairs to the third floor. However, the troubles did not end there – he was not allowed to enter the mall and had to wait near the stairs with other delivery agents.
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The video reads, “What happened during the second order I placed. We reached Ambience Mall in Gurugram to collect the order from Haldiram’s.” Security guards stopped them from going inside and asked them to use the stairs. “I went to the main entrance again to see if there was an elevator for the delivery partners. I went up the stairs to the third floor, but I realized that we could not enter the mall and had to go up the stairs to get the orders. Will have to wait near.” Goyal explained. He sat on the floor with other delivery agents, “chilling” and collecting feedback from them. Eventually, he managed to enter the mall and pick up the order while the guards took a break. After overcoming these hurdles, Goyal “finally set out to deliver.”
During my second order, I realized that we needed to work more closely with the malls to improve working conditions for all delivery partners. And malls also need to be more humane towards delivery partners.
What do you think? pic.twitter.com/vgccgyH8oE
-Deepinder Goyal (@DeepGoyal) 6 October 2024
Reactions started pouring in in the comments section. “Every society, every mall and every office should make it mandatory for delivery partners to use common regular lifts and entry/exit,” said one person. There should be no division.”
Every society, every mall and every office should make it mandatory for delivery partners to use common regular lifts and entrances/exits. there should be no division
-Chirag Barjatya (@chiragbarjatyaa) 6 October 2024
Expressing similar sentiments, one person said, “It took you so long to address this issue but I’m glad at least you did. This is not just a problem of malls. In fact, many societies do not allow delivery people to take the main lift.
It took you so long to resolve this issue but I’m glad at least you did. This is not just a problem of malls. In fact, many societies do not allow delivery people to take the main lift.
-Aditya Saha (@Adityakrsaha) 6 October 2024
Praising Deepinder Goyal’s initiative, a user wrote, “A connected culture trend between CEOs, delivery partners on the ground and experiencing the problems firsthand is a great step.”
A connected culture between CEOs on the ground, delivery partners, trends and experiencing the problems firsthand is a good step forward.
– Ajay Kumar (@authorajay) 6 October 2024
One comment said, “A prime example of this – knowing a problem allows you to fix it, but experiencing the problem forces you to solve it.”
A prime example of this – knowing there’s a problem lets you fix it, but experiencing the problem forces you to solve it.
—Hrithik Rajan r4reetik.cat | r4reetik.eth (@r4reetik) 6 October 2024
Impressed by the gesture, someone else commented, “So proud of you for doing this! We need more CEOs at the grassroots level – knowing what’s going on and how they can actually improve,” he said.
So proud of you for doing this! We need more CEOs at the grassroots level – knowing what’s going on and how they can actually improve!
– Haimantika Mitra (@HamantikaM) 6 October 2024
So far, the video has been viewed nearly 1.5 million times on the micro-blogging platform.
