Lori, that's exactly why we quit filling for all OGs years ago.
We followed every procedure, got authorizations for substitutions or told them to find someone else. They'd OK the subs (necessary because what they sold wasn't in season, or in one case, was in a TF holiday product that hadn't even been shipped to stores yet.)
In each case, the customer thought they were purchasing from a real local shop in our town and was never contacted about substitution.
In each case, the OG told us they were cancelling the order after it was delivered.
Our work, our reputation, our money and time down the drain because the OGs deceived the buyers.
After many emails back and forth with senior WS management, I figured the only way to deal with this was to improve our web presence, aggressively compete for online orders and refuse all OGs.
I only wish we'd taken that route sooner.
