The iFISH StoreReviews of theifishstore.com

Response from The iFISH StoreFeb 15, 2021

Hi Tyler, We’re sorry that you are so disappointed in your experience with us. We would like the opportunity to respond to a few issues that you raised in your communications with us by phone and email so you can hopefully understand our perspective and policies as a business. Our Live Arrival Guarantee: We stand by this guarantee and have well-defined guidelines that we follow as well as instructions on what we expect from a customer that are published on our site (https://theifishstore.com/pages/how-we-pack-live-fish-for-shipment). We clearly state that should any fish perish during shipping, in order to receive a credit or refund, we require a clear picture of the perished fish within 2 hours after the first delivery attempt with the fish removed from the shipping bag and placed on a white background. Not only did we not receive the photos as requested with the fish out of the water after you received your shipment but you also did not notify us until 5 hours later that the Long Fin Black Tetra perished and you advised all others arrived alive. You then advised us the next day that the Yellow GloFish perished the night before without providing any photo, we still accommodated you with offering a refund or credit for both fish. You notified us again 7 days later that 1-Bumble Bee Catfish, 2 Gourami’s and another GloFish perished which is well past our guarantee policy. We tried to work with you to understand the reason the fish were perishing after being in your aquarium water for 7 days by trying to see what your water parameters were, which is common practice in this industry as water conditions are critical for the fish to thrive. You stated we were being “rude” and it’s “none of our business”. The only information you provided was the water temperature is 82 degrees which we would like to add is on the high side for those type of fish. We requested pictures of the other perished fish which, again, you provided pictures of them on top of your aquarium water in a net. We feel we have gone above and beyond our own guidelines in an attempt to make this a better experience for you even though you have ignored our standard requests for our guarantee policy. We honored our refund offered to you of the Long Fin Black Tetra and GloFish and have issued that refund. For the 2 Gourami’s , 1-Bumble Bee Catfish and 1-GloFish, we felt offering a credit on a future order is fair seeing as we were going beyond our policy timeframe. Again, we are sorry this was your experience and we strongly believe we did the best we could to accommodate you. We don't believe we we're ever "rude" to you and maintained our business composure while, based on the telephone and email conversations with you, we found you to be quite challenging to work with and we did not appreciate your offensive tone with our customer service representatives.

Response from The iFISH StoreFeb 16, 2021

Hello Scott; First off, we'd like to apologize for missing the addition of the replacement fish in your second order. That was an operational error on our part and the instruction just did not make it into our order system. Second, and more importantly, we are very sorry to hear that all of the fish in your aquarium perished, apparently from ich, after the ich appeared in your second order from us. Ich is quite insidious and only becomes visible after the fish are stressed. On our end, we certainly do visual inspections and treat our tanks but ich may not bloom until the fish are stressed from something such as shipping. Be that as it may, we'd like to try and make things right here. We'd like to offer you a credit for all of the fish in both of your orders. This would be a credit for $128.83 for the first order and $59.90 for the second order (Total Credit = $188.73). To use this credit, you simply have to enter in theNotesComments Section on your next order that you'd like "to apply the $188.73 from Order Nos. 15932 & 16199 to this new order." Again, we apologize for the inconvenience and the loss of your other fish. We hope this credit will help rectify the situation and you will place your confidence in us again on a future order. Thank you for being so open-minded in working with us on this.

Response from The iFISH StoreFeb 10, 2021

Hello Karl; It's highly unusual to have so many of your Discus perish since January 20th when you received them. We would have preferred that you contact us when you first saw signs of questionable health or behavior so we could work with you on the problem. We would have reviewed tank conditions, feeding, tankmates, etc. and hopefully come to a conclusion that would have rectified the situation. As it is, we didn't receive any communication from you, so are left wishing we could have had the opportunity in a more timely manner. If you have any any information on the Discus that you can share with us at this time that would allow us to assess this further, we would be happy to work with you. Please feel free to contact us at [email protected] with your information and we can look into this further, if you so wish.

Response from The iFISH StoreFeb 10, 2021

Hello Ashley; We're sorry to hear that two of your Tetras perished during shipment. We honor our Live Arrival Guarantee but request that customers contact us within 2 hours of receiving the shipment with photos of the perished fish. Nevertheless, we will be issuing you a refund for the 2 perished tetras today. Our packing procedures with warm packs has been the same for years and is considered industry standard. The warm packs are included outside of triple bagged fish and are used to help maintain an acceptable ambient temperature since our fish were shipped from NY where at this time of year is colder than at your destination. We have experienced little problem with this methodology in the past. We would have liked the opportunity to further explore why all the remaining tetras perished within a week. We would have requested photos of their condition, tank parameters and feeding. Unfortunately, that window of opportunity has closed in your situation. We do like to work closely with our customers when they sense their fish are not doing well but we can only do that when we are alerted to the situation by the customer. We're sorry this was your experience with us and genuinely hope you will give us another try.

Response from The iFISH StoreFeb 6, 2021

Hello Keenan; We’re sorry to here that your cichlids perished in shipment. We do have a Live Arrival Guarantee and would gladly provide you with a refund or credit. You mentioned that you had sent an email with photos but we are unable to find it in our system. Can we ask you to resend the email with attached photos to us at [email protected]? We will work on a solution we think you’ll be happy with once we receive the email. Thank you and we look forward to receiving your email.

Response from The iFISH StoreDec 8, 2020

Hello Michael, All communication we received on your recent order was from Jessica Z. We don’t have any record of communication from either of you on a previous order. But let’s get back to the current order. Jessica stated in her email on December 2nd that only 1 fish had died and we replied on December 2nd and 3rd on whether she would prefer a credit or a refund for the perished fish. We never heard back from her. This is the first we are hearing about all 9 of the fish perishing and your dissatisfaction with your previous order. We certainly like to follow through and work with all of our customers to ensure they are satisfied with their order and rectify any problems. But we can only do that when there is open and timely communication from the customer rather than hearing it in a review days later. We highly encourage you to contact us concerning this situation at [email protected] so we can hear the full chain of events with your fish and aquarium. And then begin to right your experience with us. Thank you!

Response from The iFISH StoreDec 1, 2020

Hello David; We are sorry you feel disappointed in your experience with us. First, we're sorry that 3 out of 6 of your Discus perished during shipment. You stated that the bags were cold and even though chose to use one warm pack in the shipping box given the CA destination. Nevertheless, per our Live Arrival Guarantee policy which is equivalent to what you will find with other online tropical fish suppliers, we were happy to issue you a credit on a future order or a refund for the perished fish. As stated on our site, we do not refund the shipping fee. In your case, and realistically, that covered the cost of shipping the 3 Discus you now have in your aquarium. You had requested a replacement for the 3 that perished with us covering the cost of shipping. However, we will only provide a full replacement (including covering the shipping fee) if all of the fish ordered perish during shipment. We think you'll find this to be very common protocol in the industry. In the end, we were more than happy to issue you a refund for the 3 Discus which perished but we are sorry...we can not cover the shipping fee on partial replacement orders and hope you understand the reasoning behind our business policy.