Vivienne, thank you..I can't imagine the pain they're going through..
Sandra----Is it grown in peat moss "only" ? Maybe the peat is just sitting on the top of the rest of the medium..did you peek inside the pot yet ? Sometimes the growers just add newer or different medium on the top before sending them out to the stores...it costs less than repotting the entire thing. I don't remember having seen an orchid growing in just peat moss..but anything is possible .
