A Bengaluru Zomato delivery agent shared a video highlighting the challenges gig workers face in the industry, including customer behaviour. After being
posted on Instagram, the video quickly made its way to X, where users began debating the issue, causing the story to trend on the platform. The viral clip features a Zomato delivery rider from Bengaluru, Arjun Sethi, who spoke about the difficulties he faced while delivering a single order in an upscale residential area. Although food delivery platforms charge customers additional handling and delivery fees, the rider said reaching the customer’s home was far from straightforward. According to him, the house was located deep inside a gated complex where entry of vehicles was prohibited, forcing him to walk nearly 200–300 metres while carrying the food. The situation became even more frustrating when the rider accidentally went down to the basement, had to climb back up, and then walk again to reach the customer’s villa. When he requested the customer to come downstairs to collect the order, the request was refused. Instead, he claimed he was told not to accept orders from that area in the future. He also pointed out that after such physical effort, he was not even offered drinking water, highlighting how delivery workers are often expected to comply with every instruction without any consideration.
Sharing his experience in the video, the 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."
He further explained that he had checked with the security staff about vehicle access but was told that vehicles were not allowed inside the complex. As a result, he had no choice but to walk the long distance for a single delivery. He also criticised company policies that, according to him, prioritise customer instructions above all else.
“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 Instagram video was shared 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."
The post has drawn mixed reactions online. One user commented, “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 user wrote, “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."
