The great substitution debate

Let’s talk about subs in OGP. Because if there’s one thing guaranteed to either get you a thank-you or full-on yelled at, it’s the substitutions. We’re following rules—same type, similar brand, same or better value—but customers still act like we personally sabotaged their cart.

Had one today where we subbed out their usual almond milk for an identical store-brand version. Same size, same calories, same ingredients. They pulled up and immediately refused the whole order because of that one sub.

Another person asked why we didn’t sub a specific protein bar with a completely different one. I explained the guidelines and she told me, “You should just know what I like.” I’d love to, ma’am. If ESP was part of my training, this job would be way easier.

OGP already moves at a breakneck pace. We're rushing to hit pick times, deal with tech issues, frozen food timing, and packing constraints. Subbing is a small piece of that puzzle, but somehow it’s the part that makes people the angriest.

Can’t wait for the day the app lets customers sub their own stuff mid-pick. Until then, I’ll keep being the villain over granola bars.