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Zomato Backs Delivery Man after Woman Accuses Him of Assault, Who is Real Victim? Here's All We Know

Hitesha in her Instagram video.

Hitesha in her Instagram video.

Zomato has come out in support of the Zomato delivery executive who was accused of attacking a woman in Bengaluru.

A video of a woman in Bengaluru left the country shocked recently after she accused a Zomato delivery person of assaulting her and running away with the order after he delivered it late. A day after police arrested the accused, the delivery person countered the woman’s charge and claimed that she had herself hurt her nose and that she had misbehaved with him instead.

[q]What did the ‘victim’ say?[/q]

[ans]On March 10, A viral video that is taking the internet by storm shows how a Bengaluru woman was left bleeding from her nose after she was attacked by a Zomato delivery man. The woman, Hitesha Chandranee is a make-up artist and she alleged on Tuesday that the man punched her face so hard, that she sustained a nose injury. The viral video was shared on different social media platforms by Hitesha, where she is seen having a breakdown while narrating her story, The incident occurred in the Electronic City on March 9 afternoon and a police complaint has been filed as well.

“I ordered food from Zomato as I was working since morning. I ordered food around 3:30 pm, which was supposed to get delivered by 4:30 pm, and I did not get the order on time, so I was constantly following up with the Zomato customer care that either give me free delivery for the same or just cancel the order…” Hitesha says in the video.

“And then the Zomato delivery guy came here. He was so rude… I didn’t open the full door, I spoke to him from a gap in the door and told him am talking to the customer care… I told him I don’t want the order since it was very late. But he refused to take the order and started screaming, ‘bloody I am your slave or what’… It felt so threatening, I got scared and I tried to push the door. But he was so huge, he pushed back the door, snatched the order back from me and punched me. Then he ran away…” she added in another video on Instagram.

Police filed a complaint at Electronic city Police Station and the man was arrested.[/ans]

[q]What did the ‘accused’ Zomato employee say?[/q]

[ans]Kamraj refuted all claims made by the woman that he barged in her home and punched her on her face. “After I reached her apartment door, I handed her the food and I was expecting her to pay me (as she had opted for cash on delivery). I also apologised since the delivery was delayed due to traffic and bad roads. But she was very rude from the outset. She asked me ‘Why are you late?’ I replied apologetically, as there were road blocks due to ongoing civic works and there were traffic jams as well. But she kept on insisting that the order has to be delivered within 45-50 minutes. I am working on this job for more than two years and this is the first time that I have had to go through this kind of an ordeal,” he told The News Minute (TNM).

Kamraj added that the woman went on to call him names and attack him with slipper. He tried to defend himself and in the process she bumped her ring into her face, thus causing her nose injury. “For my safety, when she was hitting me, I tried to use my hand to shield her blows. At this point, when she was trying to push my hand away, she accidentally hit herself with her finger ring on the nose, which led to the bleeding. Anybody who sees her face, will understand that this wouldn’t be created by a punch. And I don’t wear any rings,” he told the publication.

While Hitesha’s video went viral on social media, Kamraj contacted the Zomato support sitting in the national capital, who reportedly supported him and offered him empathy after he narrated the ordeal. However, the apartment premises has no CCTV cameras.[/ans]

[q]What did Zomato say?[/q]

[ans] Two days after Hitesha made an Instagram video accusing a Zomato delivery executive of injuring her, the company’s founder Deepinder Goyal released an official statement on the matter on Friday. This comes after the delivery executive- Kamraj was suspended on the basis of allegations made by Hitesha on her viral video. “Kamraj has made 5,000 deliveries for us so far, and has a 4.75/5 star rating on our platform (which is one of the highest) and has been working with us for 26 months now (these are facts, not opinions or inferences),” the statement read. The vote of confidence comes after Zomato assured Hitesha that an investigation was underway to reach the bottom of the issue. “We deeply regret this incident and apologise to Hitesha for this traumatic experience. We are in touch with her and are providing our complete support through the necessary medical care and investigation. Meanwhile, we have delisted the delivery partner from our platform,” Zomato had earlier said in response to the allegation. [/ans]

[q]Has Zomato faces such issues before?[/q]

[ans]In March 2020, a 25-year-old Zomato employee named Jagadish was attacked by the staff of a restaurant in Bengaluru after he arrived twenty minutes late to pick up the order. The accused, who allegedly broke the delivery person’s spine, were reportedly angry because the tea had gone cold.[/ans]

The incident has left many on Twitter divided. While Hitesha’s initial videos had caused outrage, the Kamraj’s account has swayed many in his favour. Many on Twitter were left wondering, “who is the victim?” in the case.

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first published:March 12, 2021, 15:34 IST