Zomato CEO Deepinder Goyal calls on malls to be 'more humane' after his stint as a delivery agent. Here's why

Zomato CEO Deepinder Goyal surprised many by stepping out of the boardroom and into the streets of Gurugram, where he and his wife, Grecia Muñoz, worked as delivery agents.

The power couple donned the company's uniform and hopped on a bike to deliver food around Gurugram.

“Went out to deliver orders a couple of days ago, teaming up with @greciamunozp,” Goyal wrote in a post that has since gone viral.


In another post, Goyal shared, “Loving delivering food to our customers and enjoying the ride. Tag team with @greciamunozp.”

Today, Goyal took to X (formerly Twitter) to share his reflections on the experience.

"During my second order, I realized that we need to work more closely with malls to improve working conditions for all delivery partners. Malls also need to be more humane towards delivery partners. What do you think?" he wrote, alongside a video.


In the video, Goyal explained that he and his wife went to Ambience Mall in Gurugram to pick up an order from Haldiram's. Upon arrival, they were directed by the security guard to use another entrance, which led to a stairwell.

They climbed the stairs to the third floor, as no elevators were available for delivery agents.

“To realize that we couldn’t enter the mall and had to wait by the stairs to receive orders—while chatting with fellow delivery partners and gathering valuable feedback from them—was eye-opening,” Goyal added.

The post quickly gained traction, amassing over 400,000 views.

Commenting on the video, one user on X said, "Every society, every mall, and every office should make it mandatory for delivery partners to use regular elevators and entrances/exits. There shouldn’t be any divide."

Another user praised Goyal, stating, "A CEO on the ground, connecting with delivery partners and personally experiencing the challenges they face—this is a great move."

However, some criticized the timing of Goyal's actions. "I appreciate you did this, but it’s shocking that you’re only taking steps now after creating content on it. I’m sure this problem has been reported by partners for years, and even customers have been vocal about the mistreatment," one person commented.

Another highlighted that housing societies also contribute to the issue. "It took you so long to address this, but I’m glad you finally did. This isn't just a mall problem—many housing societies also prohibit delivery partners from using the main elevators," the commenter added.