After one of its food delivery executives from Madurai city in Tamil Nadu was seen in a viral video clip consuming food from the delivery bag, Zomato has introduced tamper-proof tapes for its food delivery boxes. The delivery executive in the video was seen consuming the food and placing it back in the delivery box, which attracted immense criticism from customers.
“This also highlights a real possibility for tampering with the food on the way to delivery from a restaurant. We take this very seriously and will soon introduce tamper-proof tapes, and other precautionary measures to ensure we add an extra layer of safeguard against such behaviour. Additionally, we will educate our delivery fleet of over 1.5 lakh partners to highlight or escalate any such deviations to us, while also encouraging our users — the custodians of our platform — to highlight the smallest of anomalies to us,” Zomato said in a statement.
The company was forced to react. It issued a statement that it takes this indiscretion by one of its delivery partners seriously and has assured its customers that it is just a one-off case. The unfortunate part in this episode for Zomato, is that the delivery executive is seen eating sitting on his two-wheeler and is wearing his Zomato uniform and the food box is fixed on the vehicle and the packets are clearly visible.
“We take these kinds of reports extremely seriously and upon thorough investigation, we’ve found that the video was shot in Madurai. The person in the video happened to be a delivery partner on our fleet. We have spoken to him at length – and while we understand that this was a human error in judgement, we have taken him off our platform. We would like to iterate that given our multiple communication channels with users, who expect the highest standards from Zomato and highlight the smallest of deviations to us as soon as they receive their orders, this is highly unusual and a rare case,” it said in a statement.
However, several users also pointed out that this incident only highlights how delivery executives were being overworked and underpaid forcing them to take a bite out of food whenever possible.