I recently had an interaction with a food delivery customer care executive (many like this; of other businesses as well) and the kind of conversation I had with them it seemed to me that someone must have flattened the brain matter with a rock before stuffing it back inside their skulls.

Then it dawned upon me. Nope. They just are as much a victim of these huge corps and their lawyers and their policies that any slip could mean losing their jobs if it turned out that they didn't toe the written line by the letter.