The owner of Ambience Mall, Gurugram, took corrective action after Zomato CEO Deepinder Goyal shared his experience of picking up food from restaurants at the mall, where he alleged that he was stopped from using the lift while picking up the order.

A video showed Zomato CEO Deepinder Goyal being denied entry to Ambience Mall in Gurgaon while he delivered food. Now, its owner has responded to the video.

Zomato CEO Deepinder Goyal went undercover as a delivery partner in Gurugram to understand staff conditions. He faced challenges at Ambience Mall but applauded later improvements after his comments went viral — including a new pickup point for delivery partners.

Zomato CEO Deepinder Goyal went on to add that he was finally able to sneak in to collect the food order when the staircase guard ‘took a small break’ and later got out for the delivery. The video shared by Goyal on social media site X went viral instantly and has gained more than 1.

According to Goyal, he was barred from using the mall's main entrance and was directed to take the stairs to the third floor.

He 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

Goyal’s initiative garnered significant attention on social media, with some users praising the hands-on approach, while others expressed hope that the experience would lead to meaningful improvements for delivery workers.

Zomato CEO Deepinder Goyal, along with his second wife Gia Goyal (formerly Grecia Munoz), has been personally delivering orders throughout Delhi NCR.

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,' Zomato CEO Deepinder Goyal said.

Zomato CEO Deepinder Goyal was denied access to the main entrance and elevator at Gurugram's Ambience Mall while picking up an order.