The iFISH StoreReviews of theifishstore.com

Response from The iFISH StoreSep 4, 2019

Hello Chuong, Thank you for your feedback. We do a thorough inspection of our fish before we ship and hadn’t spotted any signs of ick. However, ick can stay hidden and emerge after stress. Can you contact us and tell us a bit more on what the runny nose appearance was upon arrival and also, did just one appear to have ick? We genuinely like to follow up in these situations and ensure the final outcome is a good one. If you could, can you email us further detail on the situation at [email protected] and if possible, include photos? Thank you!

Response from The iFISH StoreAug 27, 2019

Hello Jose; We appreciate your feedback. You had ordered 4 inch Koi and we're sorry you're disappointed in the quality. Just to be clear, the pictures of the Koi on our site are actual pictures of our stock taken in our facility. You did have the opportunity to speak with Frank and you didn't mention the spots you noted in your review or the Gin Sanke. If you would like to discuss this further, please feel free to contact us at [email protected] or give us a call at 516.524.6423. We'd be happy to look into this further.

Response from The iFISH StoreAug 19, 2019

Hello Mark; We're sorry to hear about the problems you're having with your Cichlids. We have a Live Arrival Guarantee and beyond that have happily worked with our customers on any problems that occur after your fish have been properly acclimated. First things first, we'd like to offer you a credit toward a future order or a refund for four of the Cichlids since three have perished and there is a fourth that isn't looking well. We'll be sending you an email and you only need to reply to that email and let us know which way you'd like to proceed. Second, your tank parameters look acceptable and we are a bit perplexed about the fungus. Are you able to send us a photo of the fourth fish with the fungus so we can look further into this? You can send it to us at [email protected]. We monitor all of our tanks closely, treat them for common diseases/illnesses and quarantine all fish for 24-48 hours before they are shipped. So we don't have an obvious answer about the appearance of a fungus. Did you have any other fish in your tank prior to receiving your new additions from us? Typically we like to have an open communication with our customers via email or telephone to try and determine the root cause. If you would still like to pursue this option, please call Frank at 516.524.6423. At the end of the day we want you to have a healthy tank filled with healthy fish and have worked closely with customers to achieve this. As stated above, we will be sending you an email and we hope you pursue our offer, both for credit or refund and to call us to see if we can help with the situation in your tank. Thank you for your feedback, Mark. We hope our efforts will help rectify the situation for you.

Response from The iFISH StoreJul 2, 2019

Hello Francis; Thank you for your feedback. Your order was placed on June 12th and you received it June 19th. It took a bit longer because we were out of the Royal Pleco you had ordered and contacted you to offer a Green Phantom Pleco that sells for more but we wanted to give you the same price as the Royal Pleco for your trouble. This extended the order delivery time a bit. We are sorry one of your fish perished 2 days following delivery and we’d like to offer you a credit on a future order or a refund. We’ll send you an email and you only need to reply to that to let us know which you’d prefer. Before packing our fish for shipment, they are quarantined and not fed to avoid any excrement during shipment. We also add methylene blue to the bag to prevent fungus. Excrement should really not be in the bag and we haven’t heard any reports of it until now. That doesn’t mean it can’t happen on occasion. We are thankful for your honest feedback and for your repeat business. We take all of our feedback seriously and hope you will take advantage of it credit/refund offer.

Response from The iFISH StoreJun 4, 2019

Hello Hasaan; It looks as though you were not happy with your African Cichlids and we'd like to get a bit more input from you as to why so we can address the problem. If you would, we'd love to hear more detail from you either here or if you wish you can email us at [email protected]. We take all of our feedback quite seriously and if a customer is less than pleased with their fish we'd like to know the reason so we can work to improve our operation. Thank you!

Response from The iFISH StoreMay 15, 2019

Hi David; First of all thank you for your feedback. You placed a substantial order that included Fancy Goldfish and Koi. The bump in the road on our end started with the Fancy Goldfish. Unfortunately, due to the seasonal nature of the breeding cycle of Fancy Goldfish, lately we have been experiencing a gap in the availability of these fish from breeders. We have worked at trying to keep a strong running inventory but in the past week or so, we have experienced difficulty in consistently receiving the quantity and quality of Fancy Goldfish that we were expecting. We have recently updated our website to reflect that we are temporarily out-of-stock and provided an explanation. We will post availability on our site and make an announcement on social media and via our newsletter when they are more readily available and of the quality we require. With respect to your order, Frank already has or will be calling you shortly to convey this situation and let you know that we can certainly ship the Koi that you ordered and discuss potentially substitutes or refunds for the Goldfish. Thanks again for your feedback...it has highlighted the criticality of posting availability of our stock and alerting the customer in real-time rather than relying or assuming expected inventory shipments.

Response from The iFISH StoreMay 8, 2019

Hello William; Since you are located so close to us, we delivered directly to you in Staten Island with our own fleet within one-day of purchase. For such a short travel time, we typically pack several fish per bag because they spend so little time in transit. For any orders that go out via UPS Next Day Air our standard procedure is to pack them more separately. We hope you understand our procedure for delivery on orders within a geography where we choose to use our own delivery fleet. Your fish arrived healthy and beautiful and we're happy about that outcome. Thanks for your feedback and giving us the opportunity to further explain our packing/shipping practices.

Response from The iFISH StoreMay 6, 2019

Hello Mike...we see your order (#4129) in our system as 5 two inch Super Red Discus which were delivered to you on April 23rd. So we’re a bit confused by your review about the Gold Discus and Red Turquoise Discus. Just as a side note on the 2” Super Red Discus you mentioned, the 2” Discus are juveniles and are slightly paler in color until they reach adulthood in ~6 mos and at 5-6 inches will show their brilliant distinctive colors. However, we’d still like to understand the situation with the other Discus you mentioned. Would you be willing to send a photo to us at [email protected]? We can then contact you and move forward from there. Thanks!