The gig economy has transformed employment in the modern age, providing flexibility and opportunity to millions. Zomato, Swiggy, Blinkit, and Rapido have transformed urban convenience, delivering food, groceries, and essentials to consumers’ doorsteps in a matter of minutes. However, this model of efficiency hides a very uncomfortable fact: the vulnerable working conditions of gig workers, particularly delivery executives, who take extended hours going through traffic, weather, and risk without proper protection or benefits.
A recent incident in Bengaluru, posted by a social media user, again brought this issue into the limelight. The post describes a Zomato customer service representative’s shocking response to an on-duty employee’s accident. Now, the company has responded to the accusations.
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A social media user alleges that Zomato left the delivery partner unattended post-accident
A social media user named Anirban Samanta recently posted a complaint on X, formerly Twitter, claiming that a Zomato delivery agent was abandoned on the side of the road after being involved in an accident, despite several calls to the company’s customer support team. In his Twitter post, he wrote,
Today we saw something that broke us from inside. A Zomato delivery bhaiya was lying on the road shivering in pain and all Zomato support did was put us on hold. Please read this till end #Zomato #HumanityMatters @deepigoyal
Today we saw something that broke us
from inside. A Zomato delivery bhaiya was lying on the road shivering in pain and all Zomato support did was put us on hold. Please read this till end #Zomato #HumanityMatters @deepigoyal pic.twitter.com/DJUW9Dsi9Z— ANIRBAN SAMANTA (@ANIRBAN89642680) October 27, 2025
According to Anirban’s post, the accident occurred late at night on October 28 in Bengaluru’s Marathahalli area.
Today in Marathali at around 11 pm suddenly right in front of us a @Zomato delivery guy slipped with his scooter. He hit the road hard and screamed in pain. His leg was twisted. all the passerby gathered
— ANIRBAN SAMANTA (@ANIRBAN89642680) October 27, 2025
The user said that when he and a couple of others were at the location, they witnessed a Zomato delivery person slip and fall from his scooter. Anirban explained that he and a couple of onlookers immediately came to the aid of the wounded man, who was said to have been shivering and immovable due to the agony.
We ran to help. He could not move. His scooter was lying in the middle of the road. He was shivering and crying. We somehow made him sit on the side and found the Zomato app on his phone. We thought calling @zomato support would bring quick help.
— ANIRBAN SAMANTA (@ANIRBAN89642680) October 27, 2025
Zomato customer care didn’t take any action for the injured delivery executiv
They reportedly discovered his phone on the road with the Zomato customer care call screen displayed, which implies that the rider was trying to call for assistance. He continued to state that no ambulance or emergency services were arranged despite six continuous calls and more than 20 minutes of waiting.
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We called Zomato support and told them exactly what happened. We said we are passersby and your delivery partner met with an accident and needs urgent medical help. The lady on the call said please hold !!!!
— ANIRBAN SAMANTA (@ANIRBAN89642680) October 27, 2025
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She kept putting us on hold again and again. Five times. Six times. We waited for almost twenty minutes. She finally said I have raised a complaint and then disconnected the call. That was it. No call back. No ambulance. No help. Nothing !!
— ANIRBAN SAMANTA (@ANIRBAN89642680) October 27, 2025
The witnesses later decided to take the injured man, named Abdul, to a nearby clinic for medical treatment. Anirban said the delivery agent’s leg was puffy and seemed to be in a lot of pain. What is more heartbreaking is that despite this, he was still worried about losing his incentives if he could not deliver the order.
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We could not leave him like that. We took him to a small clinic nearby. His name is Abdul. His leg was swollen. Even in this pain he kept on saying I have to deliver the order or else I will miss my incentive!! That line kind of broke every single person standing there
— ANIRBAN SAMANTA (@ANIRBAN89642680) October 27, 2025
The user highlights how strangers have more empathy towards an injured delivery executive than his own company
The thread also explained how a group of 17–18 strangers came together to assist the injured rider. Tagging Zomato and several media outlets in his posts, Anirban wrote, “Everyone showed humanity. Everyone except the company he works for.”
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There were around seventeen or eighteen people gathered. None of us knew each other. Everyone was trying to help a man who was a complete stranger. Everyone showed humanity. Everyone except the company he works for @zomato @zomatocare @ZomatoUAE @ZomatoSA @ZomatoUK
— ANIRBAN SAMANTA (@ANIRBAN89642680) October 27, 2025
In their social media posts Zomato keeps saying they care for their delivery partners. They make emotional ads about them. But when it truly mattered there was no care. No humanity. Just silence and ignorance @zomato
Cc @timesofindia @LinkedIn @the_hindu @ThePrintIndia— ANIRBAN SAMANTA (@ANIRBAN89642680) October 27, 2025
What we saw today was not just an accident. It was a mirror showing how inhuman a system can become. A man lying on the road in pain and the company he works for (@zomato )acting like he is invisible@zomato @the_hindu @timesofindia @TimesNow @htTweets @ndtv @ThePrintIndia
— ANIRBAN SAMANTA (@ANIRBAN89642680) October 27, 2025
The user also shared the injured delivery executive’s number and urged Zomato CEO to take strict action against the customer support agent
Along with sharing Abdul’s phone number, the user urged Deepinder Goyal and other Zomato executives to take action against the customer support agent who was accused of handling the conversation improperly.
@deepigoyal if somehow this post comes to your attention. Will you be able to sleep peacefully at night knowing your company treats your own people like this. These are the same people who make your brand run
— ANIRBAN SAMANTA (@ANIRBAN89642680) October 27, 2025
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They come from small towns, faraway villages, leaving families behind. They work endless hours to earn just enough to survive. And the moment they get hurt, the same company turns its back on them like their life has no value ! @zomato@EconomicTimes @timesofindia @the_hindu
— ANIRBAN SAMANTA (@ANIRBAN89642680) October 27, 2025
@zomatocare @zomato please help Abdul. His number is 8668803628. Do something real for him. Request you to take strict action on the lady who handled that support call
— ANIRBAN SAMANTA (@ANIRBAN89642680) October 27, 2025
In the last, he urged everyone to be more considerate towards gig workers and help them whenever they need someone’s help.
And to everyone reading this please remember one thing. If you ever see a delivery person in trouble do not wait for the company to act. Because companies like @zomato doesn’t care about the the life of their own employees!!@deepigoyal
— ANIRBAN SAMANTA (@ANIRBAN89642680) October 27, 2025
How did Zomato react to the allegations?
Upon noticing Anirban’s post, the official X handle of Zomato customer care responded to the allegations. They acknowledged the concern and assured that they were looking into the incident. In their reply, the company wrote,
Hi Anirban, we take the well-being of our delivery partners very seriously and actively support them in such situations. Thank you for bringing this to our attention. We’ve noted the details and are checking on the delivery partner on priority.
Hi Anirban, we take the well-being of our delivery partners very seriously and actively support them in such situations. Thank you for bringing this to our attention. We’ve noted the details and are checking on the delivery partner on priority.
— Zomato Care (@zomatocare) October 29, 2025
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In the last couple of years, gig firms have highlighted their concern for worker well-being. Zomato and Swiggy boast of providing accident insurance, medical coverage, and 24×7 emergency phone numbers to their delivery partners. But as such incidents show, there is a huge gap between words and action.
What do you think about this incident? Do share your thoughts with us in the comment section of this article.
