Zomato CEO Deepinder Goyal Calls On Malls To Be ‘More Humane’ Towards Delivery Partners

Zomato’s chief executive Deepinder Goyal has said that malls should be “more humane” towards delivery partners, as he shared his firsthand experience as a delivery agent while picking up orders for the food tech giant.

Goyal and his wife, Grecia Munoz, who now goes by Gia Goyal on Instagram, took on the role of delivery partners in Gurugram to gain firsthand experience of the challenges faced by delivery executives while dropping orders.

The duo shared a video on Instagram in which Goyal revealed he was instructed to use the stairs and was not allowed to enter a mall in Gurugram while delivering food.

In the post, Goyal shared his experience, saying, “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. What do you think?”

The video features Goyal approaching the mall’s entrance in a red Zomato delivery uniform. In the video, he is seen having a brief conversation with the security guards, who direct him to a side staircase. He then inquires about any special elevators for delivery executives before proceeding to climb the stairs to the third floor to reach the restaurant.

This comes days after Goyal announced that he will not be appearing in the upcoming season of Shark Tank India. His absence follows competitor Swiggy’s request for Goyal’s removal as part of their sponsorship deal for the TV show.

Meanwhile, the company has been consistently improving its profit margins on the back of strong growth in its business, particularly in its quick commerce vertical Blinkit.

Zomato’s consolidated net profit surged multifold year-on-year (YoY) to INR 253 Cr in Q1 FY25, while revenue from operations jumped 74% YoY to INR 4,206 Cr.

The company aims to strengthen its revenue by focusing on the going-out business. As part of this strategy, Zomato has acquired Paytm’s event and movie ticketing subsidiaries and launched the “Book Now, Sell Anytime” feature, allowing users to sell tickets for any live event purchased through the Zomato app.