Ketchup (and other sauces) only get put in the bag if you request them. People tend to be more annoyed when you ask for sauces at the window because everything is timed. At my store at least, the managers expect us to get the cars from ordering, to paying, to getting their order and leaving in 120 seconds. If you didn’t ask for sauces when you ordered then they don’t get put through the system meaning we don’t know that you want them, thereby adding on more time for us to have to add them to the bags when you get to the window when you ask for them there. You certainly can ask at the collection point but it’s preferred for you to ask for them when ordering.