I agree with you. From the company's perspective, though, the number of complaints from customers who didn't get ketchup, napkins, cutlery, etc. greatly exceed

I agree with you. From the company's perspective, though, the number of complaints from customers who didn't get ketchup, napkins, cutlery, etc. greatly exceeds the number of complaints from people who received too many extras. Given this, drivers are trained (and primed through the rating system) to grab all of the extra items they can.