I ordered flowers for my mother who was in hospital and selected a specific arrangement that came with a reusable mug. When she sent me picture of what she received it was completely different arrangement in normal vase. The local florist who fulfilled order told me eflowers approved the substitution and indicated it was approved by customer (me). I did not receive a courtesy call asking or informing me of substitution and do not feel the substitute was anything close to wheat i ordered and was not worth the amount of money paid. I called customer service and was told I would be contacted back in 24 hours. I have not received a phone call and do not expect one at this point. I would tell people to order form any site except theirs as they do not care about customer service or fulfilling orders as presented on website. A simple phone call-as they indicated occurred but was not true- to customer regarding substitutions is all I would request. I will tell everyone I know do NOT order from them, there are many other vendors who care about their business more and have integrity.