Food delivery apps charge customers extra for handling and delivery fees, which implies that the food should be delivered right to their doorstep. However, a recent incident in Bengaluru highlights the challenges
delivery riders face. A Zomato rider shared his frustration after struggling to deliver a single order in a posh neighbourhood. The rider said the house was located deep inside the complex, where vehicles were not allowed. This forced him to walk nearly 200 to 300 meters carrying the food.
The problem didn’t stop there. The rider first went down to the basement, then climbed back up and walked again to reach the customer’s house. Despite asking the customer to come downstairs, they refused and told him not to accept orders from that area in the future. The rider also mentioned that after such an effort, he wasn’t even offered a glass of water. He pointed out that delivery agents are often expected to follow every customer instruction without question.
Bengaluru Rider Shares His Struggle
The Zomato rider said, “I had received an order at a villa. Do you know how far I had to come? It’s almost 200-300 metres long. On top of that, the customer had demands. I told them, ‘Sir, I even went to the basement.’ I didn’t know that after going down, I had to come back up and then go again to the last floor. I didn’t even realise I had gone into the basement. There was a door there too and I kept asking him to come down, but they didn’t come. Then they told me to come back up. On top of that, they said, ‘Don’t take Zomato orders.’ I mean, have some shame at least, offer some water. I’ve come so far. Instead, they tell me not to take orders next time. Is this the respect a delivery boy gets? We work so hard.”
“I also asked the security if vehicles are allowed inside. He said they’re not allowed, so I had to walk a long distance for just one order. And the company always says to do whatever the customer asks, wherever they call you. Even if they call you to the top of a hill, you have to go and deliver. I’m telling everyone this, coming into this line of work feels useless, and on top of that, customers like these. You can’t even say anything to them,” the agent added.
The video posted on Instagram came with the caption, “Please respect the delivery boy. Delivery work is not that easy. Even after so much hard work, the company, customers, and even gig workers often do not value a delivery person’s life.”
Some Support The Rider, Others Take The Customer’s Side
Reacting to the post, a user wrote, “Personally, if a delivery person asks me to come downstairs to collect my order, I usually do it’s not a big deal for me and I understand they might be tired or in a hurry. However, at the same time, it’s important to acknowledge that doorstep delivery is part of their job. Most delivery apps like Zomato, Zepto, etc., charge handling and delivery fees, which clearly include delivery to the doorstep. Since we’re paying for that service, it’s not unfair to expect it. So while choosing to go downstairs is a personal choice and an act of understanding, it shouldn’t be something people are criticised for if they expect delivery at their door. Complaining about customers for that isn’t really justified.”
Another shared, “You are doing great, just don’t give up. Some people are like that, but always try to stay strong and positive. God bless you.”
“That’s the reality of Zomato. I have experienced this situation,” a comment read.
An individual stated, “I think your problem is genuine. The customer’s statement is genuine. So you should send this video to your manager and tell your manager to escalate it to Zomato. Zomato charges literally 100% more for an order for home delivery. Zomato should pay you guys more; there’s no point complaining about the receiver. The order was sent to you by Zomato, not by the customer.”
Another mentioned, “Now think about it: does a pilot complain about the extra hours he flies, or a management consultant working 12 to 15 hours a day, or a doctor complaining about poor work-life balance? In reality, they don’t complain because they know it’s part of their job. Eventually, society has made you guys weak by putting it in your minds that you are weak, poor, and not being respected. There is nothing shameful about being a delivery boy. In fact, I thank you guys for your service, but I want you to stop complaining. Cheer up, be strong, and work hard.”
One more added, “He is complaining that he has to go all the way from one gate to another to deliver, but why complain about it in the first place? The guy opened the door, the first word he said was thank you, (was he humble? Yes), did he say anything else? No. This person ordering food is paying extra for food, delivery charge, handling charges and platform fees for doorstep delivery, then why should he be taunted by delivery guys? His response was to the words of the delivery guy. Yes, your job is challenging, no denying that and asking someone for water is also a good habit, but taunts and complaints are also not a good habit.”
As of now, Zomato has not responded to the rider’s frustration. The delivery agent has also not shared any update on whether the company has reached out to him about the issue.
