After highlighting his challenging experience of being denied access to the main entrance and lift at Ambience Mall while collecting food as a delivery agent, Zomato CEO Deepinder Goyal has announced that the mall has taken prompt action to address the issue.
Goyal, who stepped into the shoes of a Zomato delivery agent for a day to better understand the hurdles faced by delivery partners, shared an update on social media platform X. He revealed that the mall has now set up a dedicated online food delivery pick-up point for all delivery personnel.
"Ambience Mall has responded swiftly, creating a comfortable online food delivery pick-up point for all delivery partners," Goyal stated in his post.
He expressed gratitude towards Arjun, the owner of Ambience Mall, for acting quickly. "Thanks Arjun for noticing my post and taking immediate action. He’s also agreed to allow the deployment of 'walkers' inside the mall to quickly transport food from restaurants to the pick-up points, ensuring delivery agents receive their orders more efficiently," Goyal said.
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The Zomato CEO also called on other mall owners to implement similar solutions or come up with innovative alternatives that can benefit all stakeholders, including delivery partners, customers, restaurants, and malls.
Goyal's experience was part of an initiative with his wife, Grecia Munoz, to gain first-hand insight into the challenges faced by Zomato’s delivery agents. While on duty at Ambience Mall, Goyal encountered difficulties when he was denied access to the main entrance and the lift, forcing him to use the stairs to retrieve an order.
In a video documenting the incident, Goyal underscored the need for greater collaboration between malls and food delivery platforms to create a more accommodating and humane environment for delivery partners.