In a disturbing incident in Bengaluru’s Basaveshwaranagar area, a delivery executive with quick-commerce platform Zepto allegedly assaulted a customer during a routine grocery delivery following a dispute over an address mismatch. The entire episode was captured on CCTV and has sparked concerns over customer safety in the rapidly growing online delivery space.
What Happened?
The altercation took place on Wednesday, when the delivery agent, identified as Vishnuvardhan, arrived at the residence of Shashank S, a 30-year-old businessman. The delivery was reportedly delayed and directed to an incorrect address, prompting Shashank's sister-in-law to step outside to receive the order.
According to eyewitness accounts and CCTV footage, the delivery executive became agitated over the alleged wrong address. As the customer intervened to understand the issue, the confrontation escalated. The footage shows Vishnuvardhan suddenly punching Shashank and verbally abusing him outside their home.
Injuries and Police Action
The victim sustained a swollen eye and is believed to have suffered a skull fracture, according to preliminary reports. Family members, including the sister-in-law and another woman, quickly stepped in to defuse the situation and took the injured man away for medical attention.
A case has been registered at the local police station under relevant sections of the Bharatiya Nyaya Sanhita (BNS), including those related to voluntarily causing hurt and criminal intimidation.
Zepto Issues Statement
Responding to the incident, Zepto issued a public apology and assured strict action would be taken:
“We deeply regret the incident and any distress it may have caused. At Zepto, we uphold professional conduct and zero tolerance for such behaviour. The matter is being thoroughly investigated,” a company spokesperson said.
Safety Concerns and Industry Implications
This incident has reignited conversations around the safety of both customers and gig workers in the delivery ecosystem. With the booming growth of 10-minute delivery platforms in urban India, questions are being raised about the training, mental health support, and grievance redressal systems for frontline workers.
Consumer rights groups have also called for stricter background checks and mandatory behavioural training for gig workers to ensure customer interactions remain professional, especially in high-stress environments.
Conclusion
As authorities proceed with the investigation, the spotlight remains on the accountability of delivery platforms in safeguarding customer experiences. The viral footage and public reaction suggest that platforms like Zepto must move swiftly not only to discipline erring personnel but also to restore consumer trust in an increasingly competitive and sensitive marketplace.