I ordered flowers from FBLs website; but, the picture I received from the recipient looked nothing like that from the picture online except for the colors. That is, without my knowledge, FBL substituted carnations for astors, large carnations for miniature ones, and tea roses for flare roses. I am still confused as to why FBL added snapdragons and changed the style of the arrangement from all around to one sided. When I telephoned FBL, the woman I spoke with explained to me that FBL had a right to do this because it was an online order and she used her artistic judgment to change the arrangement. I read the online policy for substitution when I placed the order and nothing that the woman said matched up. I spoke with another woman at FBL and explained to her that I know the differences in price and quality of carnations and the flowers I ordered and that the arrangement sent looked nothing like the one I ordered. She promised to remedy the mistake by sending another arrangement, which I appreciated. However, my concern is what happens to those folks who do not call FBL to demand what they ordered an paid for in terms of type and quality of flowers? FBL seems to employ the same tactic as a used car dealership. . . ""the old bait and switch"". . .but, with a twist? I rated FBL one star, but only because FBL sent another arrangement.