Gurugram mall creates food delivery pick-up point after Zomato CEO flags concerns

After flagging his not-so-smooth experience of being denied access to the main entrance and lift at a mall in Gurugram while collecting food for delivery, Zomato CEO Deepinder Goyal said that the mall has taken swift action to resolve the issue.
Goyal, who had taken on the role of a delivery agent for a day, shared an update in a post on X, saying that Gurugram’s Ambience Mall has now created an online food delivery pick-up point for all delivery partners.
“Ambience Mall has already responded to the situation, and created a comfortable online food delivery pick-up point for all delivery partners,” he said.
“Thanks Arjun (owner of Ambience) for noticing my post and taking quick action. He’s also agreed to let us deploy some ‘walkers’ inside the mall to quickly shuttle the food from the restaurant to these pickup points to hand over the food to delivery partners,” he said.
“I urge all the other mall owners to please do the same, or come up with other innovative solutions which can help our collective customers, our delivery partners, restaurants, delivery aggregators, as well as malls themselves,” Goyal said in his post.
Take a look at his post here:
Goyal, along with his wife Grecia Munoz, had taken on the role of Zomato delivery agent to get a first-hand understanding of the challenges faced by delivery agents.
The CEO encountered obstacles at Ambience Mall, where he was denied access to both the main entrance and the lift, which compelled him to take the stairs to receive an order.
In a video documenting his experience, Goyal emphasised the importance of malls working closely with delivery platforms to create a more humane environment for delivery agents.