Zomato CEO denied lift access at Ambience Mall, climbs stairs to get delivery package

Zomato CEO Deepinder Goyal faced difficulties when he was denied access to Ambience Mall's lift in Gurugram while picking up an order on Sunday. The CEO shared a video of the incident via social media platform X. This forced him to navigate the stairs from a different entrance to get the delivery package from a restaurant.

To better understand the hurdles faced by delivery agents, Goyal and his wife, Grecia Munoz—who now goes by Gia Goyal on Instagram—took on the role of delivery partners. Wearing his Zomato delivery uniform, Goyal was stopped by a security guard upon entering Ambience Mall in Gurugram, who directed him to a different entrance, requiring him to use the stairs to collect the order.

In a video detailing his experience, Goyal emphasised the need for malls to adopt a more compassionate approach toward delivery agents and collaborate to enhance their working conditions. He tweeted, “During my second order, 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.”

He recounted his attempt to collect an order from the Haldiram store at Ambience Mall, where he was informed to use the alternate entrance and had to take the stairs. After confirming there were no elevators accessible to delivery partners, Goyal climbed to the third floor only to find that delivery agents are prohibited from entering the mall and must wait on the stairs for their orders.

“Went in again on the main entrance to make sure that there aren't any elevators for delivery partners. Took the stairs to the third floor," he shared.

While sharing his experience at the Ambience, Goyal added that he climbed to the third floor only to discover that delivery partners are not allowed to enter the mall and must wait on the stairs to receive their orders. “To realise that we can’t enter the mall and have to wait at the stairs to receive the orders,” he revealed.

He shared that he spent time with his fellow delivery partners, gathering valuable feedback, and eventually managed to collect the order when the staircase guard took a brief break.

“And then was finally out for delivery,” Zomato CEO adds.