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I have heard of this phenomenon, but I still don’t understand how this happens. I can understand if someone grabs e.g. a can of pears instead of a can of peaches. But getting beer instead of washing powder? Does nobody actually read the customers shopping list?
They don’t get paid enough to care.
Always, always, ALWAYS select “do not substitute” for everything. Substitutions always cost more and I’d rather go without than take my chances on what they charge me for.
I’ve never paid more for substitutions and sometimes the swap is quite the upgrade.