I ordered flowers for Valentine's day and picked a bunch from the web site. The ordering process was fine but when the flowers arrived they were not what I ordered. There was a note saying that the florist could not supply what was ordered and had substituted a bunch of roses (which is not what I ordered and not what I wanted). As the florist had both an email and a mobile number for me I felt they could have contacted me when they could not deliver what was ordered and we could have agreed a substitute. I emailed the florist and told them this. The response was an apology and an acknowledgement that they should have called to offer a substitute. I think a small gesture of some sort would have been appropriate (e.g. an offer of a discount off a future purchase or a part credit). Overall not a good experience for me and I won't use them again.