Zomato CEO Denied Entry at Gurgaon Mall Sparks Major Changes
Recently, an unusual incident involving Zomato founder and CEO Deepinder Goyal, who disguised himself as a delivery agent, has spurred significant updates at Ambience Mall in Gurgaon. The situation gained public attention after Goyal took to social media to share his experience, triggering a wave of reactions and forcing the mall to revise its policies regarding delivery personnel.
On October 7, Ambience Mall, located in Gurgaon, announced new measures to improve conditions for delivery agents. Among these changes, the mall designated a separate pick-up point for delivery workers, along with a well-ventilated seating area, where they would be offered complimentary refreshments. This update followed a social media post by Goyal, in which he revealed how he was refused entry at the mall while posing as a Zomato delivery agent. In his account, Goyal shared that he had been instructed to use the stairs instead of the elevator, highlighting the uncomfortable and unequal treatment faced by delivery staff.
In the post shared on X (formerly Twitter), Goyal detailed how he was turned away at the main entrance of the mall while trying to pick up an order from Haldiram’s. To test the policies in place for delivery partners, he attempted to access the elevator again, only to be directed to the stairs once more. Goyal described his experience, explaining how delivery personnel were made to wait on the stairs, unable to use basic amenities, such as elevators, that were available to other visitors.
This incident prompted swift action from Ambience Mall’s management. Arjun Gehlot, Director of Ambience Group, responded to the issue with a public statement. Gehlot explained that the mall is committed to ensuring a positive experience for all its visitors, including delivery agents. He outlined the changes introduced after discussions with the Zomato team, emphasizing that a dedicated pick-up area and better waiting facilities would now be provided for delivery partners. The decision was aimed at ensuring that delivery staff, who play an essential role in modern consumer services, receive more respect and comfort during their work hours. Gehlot reiterated the mall’s motto of creating “spaces for million smiles” and expressed hope that these changes would enhance the experiences of all individuals interacting with the mall, including those working in delivery roles.
In his post, Goyal emphasized the need for companies and malls to work together to improve working conditions for delivery agents. He acknowledged that his brief experience as a delivery executive had opened his eyes to the difficulties delivery workers face daily. Goyal further called on malls to adopt a more humane approach towards delivery personnel, recognizing their crucial role in the logistics and service industry.
Attached to Goyal’s post was a video in which he filmed his interactions with the mall’s security staff and documented his journey to the third floor via the stairs. His video highlighted the physical effort delivery partners often have to make, as well as the general lack of convenience offered to them. In another part of the post, Goyal pointed out that the working relationship between food delivery companies and malls should be reevaluated to provide better service and fairer treatment to delivery agents, who are instrumental in facilitating daily business operations.
This incident has sparked broader discussions about the treatment of gig economy workers, particularly those in the food delivery sector. Delivery partners face long hours, physical strain, and often experience unequal treatment compared to other workers or consumers. Goyal’s decision to pose as a delivery executive has shed light on the systemic challenges faced by these workers and has prompted at least one mall to make significant improvements.
The incident also arrives at a time when gig economy workers across various industries are pushing for better working conditions, recognition, and rights. Although many of the changes at Ambience Mall were implemented quickly, the larger question of how delivery partners are treated across the board remains a relevant issue that could see more action in the future.
With Goyal’s experience leading to tangible improvements at Ambience Mall, there’s hope that other businesses and malls will take notice and make necessary changes to ensure that delivery personnel are treated with respect and provided with better working environments.