The iFISH StoreReviews of theifishstore.com

Response from The iFISH StoreAug 24, 2022

Hi Casey; It sounds like you noticed a problem with the health of your fish when you first received it or during acclimation. We respectfully ask all of our customers to immediately contact us at this early stage at first observation of an issue. We are always happy to work with you to check acclimation steps, tank parameters, feeding, tankmates and any other potential sources of stress on the fish. If it appears that they did not fair well due to the stress of shipping, when notified within 2 hours of receiving your order, we typically will provide a credit or refund. In any case, we work through the situation with the customer. However, you never contacted us about a problem when you received your fish so we didn’t have the opportunity to address it. We’re sorry your fish perished and wish we could have worked with you on this.

Response from The iFISH StoreAug 24, 2022

Hello John; We’re very sorry to hear that 9 out of 18 of your Koi perished. When you first notified us, we communicated that when we receive a report of so many perishing, we immediately check our tanks and look back to orders shipped from the same batch. In your case, no other issues were reported and the ones in our tanks were still thriving. We always like to try and better understand what could have happened and to assist you, we asked for water parameters, pond size, other pond inhabitants and the acclimation process you followed. Unfortunately, you do not test your pond parameters and that being the case, it was difficult for us to confidently identify the root cause of the problem. We highly recommend that you regularly check your water parameters; it is critical for the fish to thrive. The pH, Nitrite, Nitrate and Ammonia levels need to be maintained at a certain level. We keep the pH for our Koi at a neutral 7.0 and the Ammonia level should always be as close to 0 as possible. When you stated for the acclimation process that you kept them in the bag and floated them in your water, that is only acclimating them to your water temperature and not your parameters which could be why they were unable to survive. We hoped you understand that because they perished so far outside our policy timeframe we were unable to offer any refunds or credits. We are certainly sorry this was your experience with us and hope the information we provided in our communications will be helpful in the future.