A complaint shared on social media has once again raised questions about safety and trust in food delivery services. A Zomato user claimed that a delivery agent took a parcel from a common basket outside an apartment while delivering food to a nearby flat. The allegation prompted a response from Zomato, which said it would investigate the matter seriously.
The incident may not have gone massively viral, but it highlights a growing concern among apartment residents who rely on contactless delivery systems every day.
What Is the Alleged Incident About?
According to the social media post, the complainant said that a delivery executive associated with Zomato entered the apartment premises to deliver an order to a neighboring flat. During the visit, the delivery agent allegedly picked up a parcel that was kept in a common basket meant for residents.
@zomatocare Your delivery guy who came to deliver to our next flat has stolen our parcel from our basket. I do have the video recording as well. Would u like me to give it to police or u r there to support on this, let me know.
— Ashish (@ashishrbehera) January 8, 2026
The complainant stated that the entire incident was captured on CCTV cameras installed in the apartment. He publicly asked the company whether it would support him or if he should directly approach the police.
Such allegations have created anxiety among residents, especially in societies where parcels are routinely left outside doors or in shared baskets.
Social Media Post That Drew Zomato’s Attention
The user tagged Zomato’s customer support handle on X (formerly Twitter) and clearly mentioned that he had video evidence of the alleged theft. He asked for guidance on the next steps and sought help from the company.
Although the post did not attract massive attention from other users, Zomato took note of the complaint and responded officially.
This shows how even a single complaint, when backed by evidence, can push companies to act quickly.
How Did Zomato Respond to the Complaint?
Zomato Care, the company’s customer support team, replied publicly to the post. The response described the allegation as “extremely concerning” and assured the user that the issue would be taken seriously.
The company asked the complainant to share his order ID through direct message so that the delivery partner involved could be identified and the matter investigated internally.
Zomato did not immediately share the outcome of the investigation, but its response indicated that the company was willing to coordinate with its delivery network to look into the issue.
No Public Update Yet on the Investigation
As of now, there has been no public update about what action was taken against the delivery agent or whether the allegation was confirmed after investigation.
In many such cases, companies prefer to handle matters internally and avoid sharing details publicly, especially when legal steps may be involved.
However, the absence of a clear public outcome often leaves users with unanswered questions and fuels debate about accountability.
Why This Incident Matters Beyond Food Delivery
Food delivery platforms have changed daily life in India. What started as a convenience for busy professionals has now become a regular service used by families, students, and elderly people.
But with this growth, new problems have emerged. These platforms do not just handle food anymore. Delivery executives now enter residential spaces where parcels, groceries, and personal items are often left unattended.
When such allegations surface, they raise concerns not only about food safety but also about personal property and residential security.
Contactless Delivery: Convenience With Risks
Contactless delivery became popular after the pandemic and is still widely used. Many apartments have common drop points where delivery agents leave orders without meeting residents.
While this system saves time and offers convenience, it also increases the risk of theft or misuse. Residents often trust delivery personnel because they represent known brands, but incidents like this challenge that trust.
This is why companies must ensure strong monitoring, proper background checks, and clear accountability for delivery partners.
Challenges Faced by Delivery Platforms
Companies like Zomato operate with lakhs of delivery partners across cities. Tracking every movement during last-mile delivery is a complex task.
However, customers expect quick action, transparency, and safety assurances when issues arise. Even one unresolved incident can damage brand trust.
Experts believe that better use of technology, strict penalties for misconduct, and faster communication with users can help reduce such incidents.
My Opinion: Accountability Is Key
In my view, Zomato’s response was correct in acknowledging the seriousness of the allegation. Asking for details and promising an investigation is the right first step.
However, companies should also work on preventive measures. Clear rules for delivery agents inside residential premises, stronger awareness training, and visible consequences for wrongdoing can help rebuild trust.
Customers also have a role to play by reporting issues promptly and using CCTV footage or evidence responsibly.
Conclusion
Trust and Safety Must Go Hand in Hand With Convenience
The alleged parcel theft incident involving a Zomato delivery agent highlights a bigger issue faced by modern delivery platforms. Convenience alone is not enough. Trust, safety, and accountability are equally important.
While Zomato has assured action, such cases remind companies and customers that shared spaces and contactless systems need better safeguards. Transparent investigations and clear communication will be crucial in maintaining user confidence in the long run.
FAQs
Frequently Asked Questions
What did the Zomato user allege?
The user claimed that a Zomato delivery agent stole a parcel from a common basket in his apartment while delivering food to a neighboring flat.
Did Zomato respond to the complaint?
Yes, Zomato Care responded publicly, called the allegation concerning, and asked for order details to investigate the issue.
Is there CCTV evidence of the incident?
According to the complainant, the incident was recorded on the apartment’s CCTV cameras.
Has Zomato shared the investigation result?
No public update or final outcome has been shared so far.
Why are such incidents becoming a concern?
With contactless delivery and common drop points, unattended parcels are more vulnerable, raising safety and trust issues.
What can customers do to stay safe?
Customers can use CCTV, avoid leaving valuable parcels unattended, and report any suspicious activity immediately to the platform and authorities if needed.