Deepinder 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

Zomato CEO Deepinder Goyal went undercover as a delivery partner in Gurugram to understand staff conditions. He faced challenges at Ambience Mall but applauded later improvements after his comments went viral — including a new pickup point for delivery partners.

In addition to the new pickup point, Ambience Mall has agreed to deploy “walkers”—staff members who will shuttle food from the restaurants inside the mall to these pickup points

The owner of Ambience Mall, Gurugram, took corrective action after Zomato CEO Deepinder Goyal shared his experience of picking up food from restaurants at the mall, where he alleged that he was stopped from using the lift while picking up the order.

Deepinder Goyal, the CEO of Zomato, said he was not allowed to enter from back entrance as well and had to wait at the stairs to collect the order

Zomato CEO Deepinder Goyal, along with his second wife Gia Goyal (formerly Grecia Munoz), has been personally delivering orders throughout Delhi NCR.

Goyal’s initiative garnered significant attention on social media, with some users praising the hands-on approach, while others expressed hope that the experience would lead to meaningful improvements for delivery workers.

Zomato CEO Deepinder Goyal went on to add that he was finally able to sneak in to collect the food order when the staircase guard ‘took a small break’ and later got out for the delivery. The video shared by Goyal on social media site X went viral instantly and has gained more than 1.

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,' Zomato CEO Deepinder Goyal said.

Zomato CEO Deepinder Goyal was denied access to the main entrance and elevator at Gurugram's Ambience Mall while picking up an order.