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Ecuagenera issues

Discussion in 'Orchid Vendor FYI' started by pcolman, Apr 5, 2019.

  1. pcolman

    pcolman Well-Known Member Supporting Member

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    It is somewhat unfortunate that I have to post this. I have bought from Ecuagenera going back to when the GNYOS show was still around, and have ordered from them quite a few times over the years. Aside from a rotting Trichocentrum tigrinum (which they replaced, but the replacement also rotted - I've since learned that T. tigrinum rots extremely easily during shipping), I've never had major issues with them until this year.

    At the end of February, I received a 5 plant order. All the plants looked like they'd been sitting around for a long time, very dessicated. All leaves on Lepanthes lucifer were dead. The roots seemed OK, so I thought it might put out new growth, but so far nothing. I'm thinking it's a goner after 5 weeks. Masdevallia exquisita was dropping leaves when I opened the package and dropped every leaf it had within 5 days. Leafless Masdevallias generally don't do that well. A Dichaea species look near dead when I opened the box and progressed to "Yeah, it's dead" within a few days.

    This is all unfortunate, but what was more unfortunate was their response: nothing. I sent an email describing the issues. within 3 days of receiving the package. No response. I sent another email 3 weeks later asking for a response. It's been another 2 weeks. No response. I spoke to a well known vendor who I know has dealt with them for decades, and he told me that it was much the same for him, they're just not responding to emails.

    I will not order from them again assuming this is not resolved, and I can't recommend them to anyone else. There's always risk involved with imports, but how they deal with problems that arise is rather important. As far as I can tell, they aren't dealing with it at all anymore, and I think that's unacceptable.
     
    RustyExotics likes this.
  2. rico

    rico Active Member

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    That's too bad to hear about, I hope things can eventually be resolved. Does anyone know, is this sort of silent treatment the way it is with most import vendors, or is Ecuagenera the exception, not the rule? I haven't bought from any other vendors for fear of this type of experience.
     
  3. Raven

    Raven Active Member

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    I've been having the same bad experience with Peruflora. Ordered from them once a year ago, half of the plants arrived dead - no response to my multiple emails.
    With Ecuagenera it's a hit or miss. I usually don't even bother emailing their customer support email and contact one of the owners directly. Sometimes it helps, sometimes it doesn't.
     
  4. spiro K.

    spiro K. Active Member

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    I've had mixed results with them.
    I found that when ordering by email, and picking it up (the first day!) at a show,
    you have the best chance of success with their plants.
    I would not bother with having it shipped to my address.
     
  5. pcolman

    pcolman Well-Known Member Supporting Member

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    Picking up at a show is ideal, but really not feasible for me. I've had only minor issues with shipped plants in the past, and what little went wrong they took care of. Now they don't answer at all. Not a good way to do business.
     
    Last edited: Apr 6, 2019
  6. ezluckyfreee

    ezluckyfreee Member

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    Here in Canada, not ordering from Ecuagenera is not even an option if you are interested in orchid species, especially cloud forest species.

    I imagine this is the case for many countries, besides the US.
     
  7. Ray

    Ray Orchid Iconoclast Supporting Member

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    Is it possible they are traveling or something?
     
  8. Chris.c147

    Chris.c147 Active Member

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    I have had a similar experience recently. I placed a order with them in January for 5 plants. The two Pleurothallis colossus arrived with leaves torn to shreds from being shoved into a box too small. The Trisetella cordeliae arrived pretty much dead; very desiccated and leaves falling off. I messaged Elizabeth who didn't message me back, so I messaged Ivan who told me to place the plants in water for 30 minutes. No apologies or offers to replace the plants. After a week or two I received a message back from Elizabeth who told me that replacements would be sent from a specific show. That show date comes around and no plants, so I message again without response. Another week or so passes and I receive a reply stating they'll be shipped from another show. At this time, almost a month has passed and I haven't received my replacement plants nor had I heard back from anyone for a tracking number or shipping notification. Again, I messaged Ivan who said I could pick up the replacements at the SEPOS show this weekend. On Wednesday I received a package from Ecuagenera with the replacement plants, but I received one large Pleurothallis colossus and a tiny desiccated Pleurothallis colossus. I should have received two big colossus as the first time I placed the order. I messaged Ivan asking why I received one large and one small plant, but he said he would have to check as to what was shipped (understandable as he was at a show as well). AS far as I'm concerned, a small desiccated plant doesn't make up for a 3+ foot plant.

    Fast forward to the SEPOS show this weekend, I picked up my order from Ecuagenera, but didn't have the chance to check the plants before leaving the show. Upon unpacking the plants, three of the five had rot with leaves falling off and soft mushy places on the leaves. I was offered replacements or a refund for these plants. I'm leaning towards taking a refund as I'm not getting quality plants as I have in the past.

    Just as Pcolman said, up until this year I have never had issues with Ecuagenera, but for some reason I can't seem to get nice plants from them anymore.
     
  9. pcolman

    pcolman Well-Known Member Supporting Member

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    Coincidentally (or maybe not) I got a reply from Ecuagenera to the email I sent them over 5 weeks ago. They asked me to send photos of the plants that died. I don't store dead plants for posterity, and told them that I could send them a photo of the Lepanthes, since I still had it, even though it appeared to have croaked for certain by now as well. They replied that they would be replacing those 3 plants. We'll see how that goes.
     
  10. DanaRaluca

    DanaRaluca Active Member

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    :) Hopefully things will go better from now on! :) Me, too I'm expecting (and hoping) to solve a small issue with them regarding my last order.
    Please keep us posted.
     
  11. ash1de

    ash1de Active Member

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    I have also had mixed results. The last order of Lepanthes that I had mailed to my house from a show arrived DOA. The were severely dehydrated and all attempts of 'soak and hope' were failures. To their credit, all 4 were replaced. I also picked up an order at the recent SEPOS show in early April, and although on initial, somewhat casual inspection, all 8 plants looked good, upon unpacking, the Pl. ornata had lost most of its leaves. Over the next few days all the leaves dropped. Very disappointing because it was a good-sized plant. I have sent 2 emails to Ecuagenera so far and have not received any response.
     
  12. ash1de

    ash1de Active Member

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    Quick update--just received an email from Ecuagenera offering to replace the plant. Things are looking up.
     
  13. DanaRaluca

    DanaRaluca Active Member

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    :) Update: About 6 weeks ago I said I was waiting to solve a small issue with Ecuagenera regarding my last order - :) one plant was missing, and one arrived in poor condition.
    They send again the 2 plants for free ( :) I took advantage to order some more). So currently I am 100% happy with them and I would gladly buy from them again( :) if just the growing space would allow me to do it...).
    Long story short: I have ordered a total of 21 plants from Ecuagenera this year, and all arrived in excellent condition.
     
  14. pcolman

    pcolman Well-Known Member Supporting Member

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    Good for you. I was wondering where my replacement plants were. I looked for the last email from them and reread it. Yes they said they'd replace them—With my next order. Um, in my last order 3/5 plants were dead. I'm not paying more to get them alive.
     
  15. DanaRaluca

    DanaRaluca Active Member

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    :( it's understandable. I am sorry for your bad experience with them...
     
  16. pcolman

    pcolman Well-Known Member Supporting Member

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    They eventually agreed to replace L. lucifer. I got the replacement a few weeks ago. It was in somewhat rough shape and still is, but it's not dropping any more leaves and should recover.