Woman says Zomato delivery agent abused office staff after 10-minute delay in receiving order

Several other X users suggested Zomato add a feature that would penalise customers if they take extra time to receive the order from the delivery executive. (File photo)

A Zomato customer from Maharashtra has claimed that a delivery agent abused her office staff when there was a 10-minute delay in receiving the order. Radhika Bajaj said that she was tracking her order and arrangements were made to receive the order but the delivery agent apparently reached before time.

"Due to 10 mins late in receiving the order this Zomato delivery boy started abusing my office’s personnel who went to collect the order. Zomato why don’t you focus on improving behaviour of delivery boys," Bajaj, who has more than 10,000 followers on X, wrote tagging the official accounts of the food delivery giant and its CEO Deepinder Goyal. "The concern is just that no one has the right to abuse anyone like this. Everyone deserves respect. Be it a delivery boy or be it the CEO of a company!"

Responding to the post, Zomato customer care apologised  for the disrespectful behavior of the delivery partner. "This is not acceptable and we’re committed to addressing it seriously. Please be assured, we’re looking into this matter and will reach out to you soon with an update," it stated.

Social media users were, however, not happy with the delivery agent being made to wait for 10 minutes. Many pointed out that the deliveries are time sensitive and often the agents have to rush to deliver multiple orders and a delay can affect the status of the other orders.

"But 10 minutes is kind of a lot... He cannot wait an extra 10 minutes just for 30 bucks besides the fact that he has already spent north of 40 mins to collect and bring the order to your destination all for those 30-40 bucks. If you want him to wait an extra 10 minutes then tip him well," wrote Pratham Agarwal (@PrathamAg81). Bajaj replied: "He came early and we had already arranged someone at the time mentioned on Zomato. He came early and immediately we had to arrange some other personnel."

Several other X users suggested Zomato add a feature that would penalise customers if they take extra time to receive the order from the delivery executive.

"Give 5 minutes for the customer to collect the order. If they haven’t come in to collect the order in 5 minutes start charging them the amount so the delivery partner will not suffer. Whatever the delivery partner did is wrong but the reason for that is known. Earning," commented Vishnu (@dstvishnu).

"Some people are not sincere/punctual and make wait for others thinking delivery boy’s time is not worth it! Zomato should start taking waiting charges like Ola/Uber for such people after 2 minutes," added Aadhar Srivastava (@AdharSrivastava).

Another X user AS (@ElephantInUSA) added, "If there is a price to pay, all these folk will be on time! For the delivery boy who has little margin, if he loses 10 min in every order that might not allow him to fulfill the required orders in a day to make his ends meet!"