The iFISH StoreReviews of theifishstore.com

Response from The iFISH StoreSep 18, 2019

Hello Susan; We're sorry you're experience with us was not a good one. You had ordered a very large array of species including Discus, African Cichlids, Gourami and Betta fish. We're alarmed that half of them perished within 48 hours of receiving them! These species should not be housed together and require different tank parameters so we certainly would like to pursue exactly what happened and what you observed in the two days following acclimation. If one of the fish perished in transit, we absolutely would have issued either a credit toward a future order or a refund. With the other fish that perished after 48 hours, we also would like to understand more fully what the exact situation was in those 2 days. We like to work with our customers to explore the root cause of any less than desirable experience...simply so we can ensure that it doesn't happen again. In your case, so many different types of fish perishing in one order is something we've not seen before and would like to discuss it further with you. We will contact you via email to see if we can gather further information so we can pursue this further. Also, just as a note to your comment on shipping, we have a standard shipping rate of $39.99 regardless of order size or destination. The "free shipping on orders over $100" must be from another online vendor you have worked with.

Response from The iFISH StoreSep 11, 2019

Hello Joseph; We're sorry 5 of your Discus perished after a few weeks. We, of course, want to look further into this because our Discus have a good track record and when this occurs, we want to try an identify the root cause. We were hoping you can provide us with more background on their behavior, tankmates and tank conditions. As a matter of normal operation, whenever any of our customers see a downturn in the health of the fish they received from our store, we prefer that they contact us immediately so we can help assess the problem and hopefully, turn things around. We would have liked the same opportunity with you so that you could have had a more positive outcome. We count on open and timely communication with our customers so we can ensure the good customer service that we strive for. You purchased the 2" juveniles which we guarantee are of the same quality as our larger adult Discus. So you did save money and we believe received the same quality and heartiness as the 4" Discus you wished you had purchased. With all that said, can you share further details about what you observed with the 5 perished 2" Discus? Please feel free to send any info you can to us at [email protected]. This is a genuine request on our part because we genuinely strive to find the cause for perished fish. Thank you for your feedback and any consideration in sharing your information on the 5 perished Discus.

Response from The iFISH StoreSep 10, 2019

Hello Roberto; We're sorry you were so disappointed in your rather large order of African Cichlids. The Cichlids you ordered are listed as ~2 inches which means they can in fact be slightly under 2 inches and are still quite young. Also, if you preferred a certain ratio of males to females you could have just requested that in the Notes section on your order. We would have been very happy to accommodate you. We genuinely would be interested in hearing from you more on what particular elements of the Cichlids you found to be below your expectations in terms of quality. This is a sincere question as we take all of the feedback we get from customers seriously and it is used to improve all aspects of our business. Please feel free to let us know more of your thoughts on the specifics of our African Cichlid quality if you would via email to [email protected]. Also, on another note, although we do not take photos of our stock daily, the photos you see on our site are owned by us and we believe are very representative of the stock we have at any given time. We update our photos on a periodic basis as new stock arrives and time permits. Thank you for taking the time to offer your feedback!

Response from The iFISH StoreAug 13, 2019

Hello Randall; First, we're sorry you did not have a good experience with us. Second, we have to take exception with your statement that we sent a "cull" as a "freebie" in our "Buy Five 2 inch Discus and get One 2 inch Discus Free" offer. In that offer, the customer chooses the type of Discus they want as their free gift; in your case you chose a Blue Diamond Discus. We pulled the free gift Discus from the exact same tank in which we pull any other Blue Diamond Discus. We don't select a "cull" as the "free gift". Any fish which are below our quality standards are removed from our tanks. We don't maintain a "freebie" tank filled with below standard fish or culls to be used in this promotion. Pointing out the poor quality of the "free fish" is just representing a very inaccurate view of how we actually operate. We're assuming you were pleased with the other five Discus. We have to ask if you left a voicemail when you attempted to contact us or sent an email? We have no record of either. We would have responded immediately and would have appreciated the opportunity to address your issues with your Blue Diamond. We'd also like to know what the health issues were with this fish that required you to take "appropriate action to rehabilitate the fish". Quite often because we quarantine our fish 24-48 hours prior to shipping and do not feed them to reduce the chance of contaminating the shipping bag water, their stomachs may appear slightly sunken. This is quickly rectified once they are acclimated and begin to eat. As you can see we have many questions because we just don't have the details we would have liked from you so we could have addressed your dissatisfaction. Nevertheless, we do appreciate your feedback and always take any feedback seriously in improving our business.

Response from The iFISH StoreJul 9, 2019

Hello Fred; First, per your request we immediately removed you from our email list. A search of that subscriber list today shows that you are indeed no longer on the list and will not receive any further emails from us. So we are not sure what communication you’re receiving from us. Second, your purchase was in October 2018, well over 8 months ago. Nevertheless, at the time you received your order and contacted us we issued a refund for 5 neons tetras. You did not mention any problem with your Discus at that time. We were perplexed by the tapeworm issue you indicated in this review because although we know they can exist in Discus, in 20 years we have never heard a reported problem of tapeworms in any of the fish we have provided for our customers. Nor have we ever spotted the telltale floating “pieces of tape” when there is an infestation of tapeworm in a tank. Admittedly you say it was “possible tapeworm” so we still can’t positively identify the cause of them dying from tapeworm over a period of time. We have had Discus in our facility for two weeks and with proper feeding and water parameters, we always see recognizable growth. We really wish this whole discussion and expedition into your Discus experience was addressed at the time they perished rather than several months later. We clearly understand you are not happy with your experience and wish we could have had the opportunity to address it when it happened. At this point we can only apologize for your bad experience and are happy you have found a Discus source you are happy with. ADDENDUM (July 9, 2019) Dear Fred; As per your original request which you submitted by email, we did, without any doubt, remove you from our email list manually. With your most recent communication through TrustPilot, we additionally contacted the agency that works with us on our email lists and they also confirmed that your name is not on our subscription list. At this point, we do not know why you continue to receive emails from us and will continue to look into it on this end. You are obviously quite angry over this. We'd like to ask if you can simply go to the bottom of the email and hit the "Unsubscribe" button. It automatically removes you from our automated email list. This is the method all others who wish to be removed from our mailings have used and it has worked without fail. Contacting us through TrustPilot or sending us a separate email to remove you from the list can certainly work but is a rather circuitous route. We ask that you please go back to the email and hit the "Unsubscribe" button so we can monitor that request from this end. It will further assist us in determining why this has happened to you. We will also send you an email outlining this request. Thank you.

Response from The iFISH StoreJun 11, 2019

Hello Jacob; Thanks for your feedback. We are equally as frustrated over the situation with your Discus order. Unfortunately because you are in what UPS considers a rural area, they do not guarantee delivery before 10:30 AM. Sadly, your fish were exposed to higher than acceptable temperatures because they sat in the UPS Truck for an extended period of time. Typically we compensate for temperatures the fish will be exposed to during shipping with warm or cold packs. Unfortunately, Discus don’t do well packed with cold packs. Nevertheless, we’ve issued you a full refund including shipping and apologize for the less than desirable experience with us. We thank you for mentioning that we were an “awesome store” and that the shipping situation was the cause of the bad experience.

Response from The iFISH StoreJun 4, 2019

Hello Alvin; We are sorry you were disappointed with both of your orders. The Discus that you ordered are all juveniles and are listed as ~2 inches which means they can range from 1.5 - 2 inches. At that age, they typically do not have their distinct colors yet but they will develop as they reach full maturity over the next several months. Your first order was at the end of March and the Discus you ordered then will grow with proper feeding and tank conditions. It has only been 8 weeks since you received them and we ask that you give them time and care to fully mature. On your second order of Discus, if there was a bulging eye in the bunch we would be happy to work with you on that as we would any customer not pleased with the fish they received. You need only send us a photo to [email protected] and we can work with you on rectifying the problem with a follow-up call or email. We ask that you consider giving us that opportunity. Thank you for your feedback and we hope you will continue to work with us.