I ordered two separate gift baskets, each containing 3 bottles of wine. For all six bottles, I selected the upgrade option and chose a specific brand/variety with a specific upgrade price for each. When the baskets arrived, none of the bottles were what I had selected. Some were not even the same variety, never mind the brand. In most cases, the wines we received were brands that were 20% to 30% cheaper than what I had selected. I contacted their customer support, and got a canned answer about how in "rare circumstances" they have to make substitutions. But that the substitutions would be "equal or greater value". Obviously, neither of those statements are true. Over several back and forth emails, the customer support rep just replied with copy/paste answers and refused even a partial refund. Very deceptive business practices!