Gurugram Mall Owner Responds to Zomato CEO Deepinder Goyal’s Delivery Experience

Deepinder Goyal, CEO of Zomato, recently shared his firsthand experience as a delivery partner alongside his wife, Grecia Munoz, while picking up food from Ambience Mall in Gurugram. During their visit, Goyal reported that he was instructed to take the stairs to collect an order, as the mall’s lifts were allegedly off-limits to delivery agents.

In response to Goyal’s feedback, the owner of Ambience Mall, Arjun, took prompt action by creating a designated online food delivery pick-up area for all delivery partners. Goyal expressed his gratitude on social media, stating, “Ambience Mall has already responded to the situation,” and praised the swift changes implemented.

Goyal emphasized the need for malls to adopt a more empathetic approach toward delivery partners, noting that he had to ascend to the third floor via stairs, where delivery personnel were not permitted entry into the mall. He further mentioned that the mall’s management agreed to allow the use of “walkers” to facilitate the quick transfer of food from restaurants to designated pick-up points.

He called on other mall owners to adopt similar measures or explore innovative solutions that benefit customers, delivery partners, restaurants, and malls alike. Many users echoed his sentiments, highlighting that numerous societies and malls restrict delivery personnel from using main lifts.

One user commented, “Every society, every mall, and every office should make it mandatory for delivery partners to use normal regular lifts and entrances/exits. There shouldn’t be any divide.”