The iFISH StoreReviews of theifishstore.com

Response from The iFISH StoreDec 30, 2021

Hello Sri; We are very sorry this was your experience with us. As we discussed with you, we contacted FedEx immediately when you first contacted us. They were able to track the delivery through their GPS data archives which shows that the driver did deliver it to your home in your cul-de-sac. In addition, they spoke with the driver who handles that route often, and because our packaging is so distinct, he verified that he did deliver the package to your home. So we did follow up with our carrier and that was the information they provided. We relayed to you that you could bring it up directly with FedEx if you wished. Unfortunately, when we get such solid data from our carrier we have to look for other possibilities that may have occurred after delivery. In any case, because of our prior interaction with you on an erroneous free fish order, we just were not comfortable handling this any differently than we did. You are still free to submit a claim to FedEx.

Response from The iFISH StoreDec 14, 2021

Hello Yevette, We’re very sorry but we don’t seem to have the email you sent on this end. If they all perished in transit we would gladly have rectified the situation. We have in our records that you received your fish on November 24th and searched for an email from you in that time frame but can’t seem to find it. Would you kindly resend the original email to us at [email protected]? We will contact you once we get the email and will work on this with you. Thank you!

Response from The iFISH StoreDec 5, 2021

Hello Andres; We apologized for the situation with your order in early November when it was placed. We have a special which allows you to buy eight 3" African Cichlids and get two free. However you ordered one 3" African Cichlid and somehow went on to load eight 3" African Cichlids at no cost into your cart. Your total order cost was $55.98 for nine 3" African Cichlids. We immediately responded explaining the issue concerning the order and refunded your $55.98 and asked if you would like to reorder under the published special offer. The fact that you contacted us asking for a refund if we wouldn't honor the order indicated to us you knew there was a mistake in the order and wanted to take advantage of it. We are sorry you are disappointed but we could not honor an offer that does not exist.

Response from The iFISH StoreDec 5, 2021

Hello Patricia; You placed your order on November 6th and received your 60 neon tetras along with 6 Green Cory Catfish and 2 Bumblebee Catfish on November 10th. Apparently they were all received in good health since we received no communication indicating otherwise. We like to work with our customers if they begin to detect poor health over time to see if we can identify the root cause of the problem. We can then move forward and try to address the issue. At this point, we received no communication from you indicating that any of the neons were perishing. Had that happened, we would have begun by asking for tank parameters, tank mates, feeding schedule, diet, behavior, appearance, etc. so we could at least begin to assess the reason this happened. Losing 59 out of 60 neon tetras in 4 weeks is an extraordinary number of fish to perish. Did they begin to perish slowly a few at a time? Also, we track our lots of fish and track any problems that we receive from our customers so that helps us identify an underlying problem with the lot. However, in looking at that specific lot of neon tetras that your tetras came from, we have no other issues logged by other customers that received tetras from the same lot. It's difficult for us to begin to address this unfortunate situation with no information to go on. We have to rely on our customers communicating with us to begin rectifying the situation. Again, we are sorry this was your experience with us and at the same time would like to encourage you to stay in communication with your online source of tropical fish at the first signs of a problem.

Response from The iFISH StoreDec 9, 2021

Hello Cloie; We’re sorry you feel the way you do; we always try to work with our customers and will take each individual case into consideration. When you first contacted us that they had arrived perished you made no mention of bulging eyes or that they appeared sick. You simply said that they were dead. That being said, we tried to determine why they had perished in transit. We looked to see if FedEx delayed the package which would cause added stress on the fish being in transit for an extended amount of time, but your delivery was on time. Our Live Arrival Guarantee Policy was detailed on the 1-page Acclimation Guide which was included in your package. These get inserted in every shipment we send out so our customers know what to do should there be an issue with the condition of their fish once delivered. It states for us to be notified within 2 hours and to provide a picture of the perished fish. Your delivery was made at 11:25AM and you notified us 8:09PM; 8 ½ hours after the delivery and you were unable to provide pictures. We hoped you'd understand, as a business, how we came to the decision that we were unable to provide a refund because we did not have enough proof or reason that would have caused them all to perish. Again, we are sorry this was your experience with us but we stand by our decision.

Response from The iFISH StoreOct 11, 2021

Hello Mathew; Thank you for your feedback. As you mentioned, we did send out a full replacement of the 3 Plecos from your first order. It's unfortunate that 3 out of the 4 Plecos you ordered perished due to the delayed FedEx delivery. Thank you for providing the photos of the perished Plecos which is per our policy that requires a clear picture of the perished fish be emailed to us within 2 hours of delivery. We were disappointed to hear the replacement Plecos also perished in shipment. I's unusual to have a second shipment perish when, unlike the first order, they were delivered on time. We shipped the replacement order on Wednesday (9/15) and they were delivered to you via FedEx on Thursday (9/16) at 10:51AM. We had to question why we were notified via email at 7:38PM, 8½ hours after the 10:51AM delivery, that they arrived perished. Regardless, we immediately responded and asked for photos. You said that you did not take any pictures, did not feel like digging through the garbage and wanted a refund. Although we were notified outside the time frame of our company policy we were willing to extend a credit on a future order for the 3 perished Plecos. We had hoped this would be acceptable solution to you as well. At that point, you sent a photo which, we're sorry to say, looked like the original 3 perished Plecos. We still stand by our offer of a credit on a future order and hope you will understand why we try to follow the policies we have set in place. We certainly appreciate you as a customer and hope you will take us up on this offer.

Response from The iFISH StoreSep 21, 2021

Hello Denise; We’d certainly like to address this but we’ll need some additional information. We could not find an order placed by you today or at any other time in our system. Did you perhaps place the order under a different name? If you have an order number you can provide, that would help us identify the purchase. We are a bit confused on how you were overcharged. When an order is placed online, an itemized list is shown in the shopping cart with the prices that were presented on each of the product pages. A subtotal along with any applicable taxes and shipping fees are also shown. This list is also included in the order confirmation email that is sent once an order is placed. As you can see, we need further information from you so we can address the issue. Would you kindly provide the name your purchase was made under and, if possible, the order number and email it to us at [email protected]? Any further detail you can provide on why you believe you were overcharged would also be helpful. We will contact you as soon as possible once we can identify the order. Thank you! UPDATE 1: Thank you for providing your email through TrustPilot, however, we have gone through every customer with first name “Denise” along with customers by email address over the past year. We are still not able to identify your order. Can you please contact us at your earliest convenience by email at [email protected]? We have also sent you an email at the address you provided. Thank you. UPDATE 2: Thank you for providing the information we requested. The fact that you stopped by our facility with your husband to pick out the fish explains why you are not in our online purchase listing. With that being said, we worked with you on reviewing the purchase. We checked with the gentleman that assisted you and your purchase was for: 8 - Painted Tetra $8/each = $64.00 10 – 3” Cichlids $16/each = $160.00 4 – 4” Koi $13/each = $52.00 The total came to $276. In reviewing the pricing, you were charged $14/each for the Koi in error, so you do have a $4 credit. With respect to the Cichlids, you purchased the 3” Cichlids and our deal on those is “Buy eight 3” African Cichlids and get two 3” Cichlids for free”. Because you purchased 10 you were then eligible for the two free 3” Cichlids which you received that day. This was a $32 value. So you left with twelve 3” Cichlids. All of this is very clear on our site online and that is the pricing you received. We are primarily an online store and provide walk-in service to the local community as a courtesy so they do not have to pay for shipping. We have not set-up our operation to accept anything other than cash on walk-in purchases because we have so few walk-ins compared to our online business. We are sorry you are not happy with your experience with us. We still will honor the $4 refund even though you have refused it at this point. UPDATE 3: Hi Denise….we see you just updated your review to include that 8 Tetras died after 4 days. Typically, if a customer has a problem with several fish perishing so quickly after acclimation, we would ask for the following: tank parameters, behavior, diet, feeding schedule and tank mates. Then we can begin assessing what may have caused this. If you would like to send those to us at [email protected], we can look into it further.