The iFISH StoreReviews of theifishstore.com

Response from The iFISH StoreJun 29, 2020

Hello Michael; We're sorry this was your experience with us. We're not sure if you are saying that the one fish that perished had little water because the bag leaked. We triple bag them and use the same measured quantity of water for each bag but on rare occasions, we do get feedback that a bag leaked. We have a Live Arrival Guarantee which only requires you to email us a photo of the perished fish within 2 hours after receiving your order. Even though you did not want to submit the email and photo, we have issued you a refund on the African Cichlid that perished in transit. On the eating issue, we feed our Cichlids Hikari Cichlid Gold Pellets. Not sure if you use the same but the stress from shipping and a change in diet may cause a delay in them assuming a normal eating schedule. We'd like to thank you for your feedback and, again, we're sorry your experience with us wasn't a better one.

Response from The iFISH StoreJun 26, 2020

Hello Jacob; We're sorry that your Cory Catfish didn't survive. We have a Live Arrival Guarantee and if they arrived in poor condition only to perish shortly after we'd certainly like to look into this further. We'd prefer that our customers notify us immediately if the fish do not look or behave well upon delivery or after acclimation so we can monitor the situation and right it, if need be. If you would like to open communication with us so we can look into it further, please email us at [email protected] and provide a short description of the Cory's appearance and behavior upon delivery and after acclimation, and your tank parameters. We can determine where to go from there, whether a credit or refund needs to be issued. Again, we're sorry this was your experience with us and hope you take us up on the offer to discuss your Corys. We would value you as a return customer.

Response from The iFISH StoreJun 22, 2020

Hello Anthony; We’re sorry you weren’t happy with your fish. You ordered 2” juvenile Discus which, at that age, have not yet developed their distinctive colors and markings. The Discus we show on our site are full grown. We are confident that with proper diet and tank parameters, you will see your Discus grow to a full 5-6 inches with brilliant colors. The advantage of buying these juveniles is the pricing as well as the opportunity to watch them grow and develop their brilliant colors. We are genuinely sorry for your disappointment and hope this helps explain why your juveniles did not look like the typical adult Discus.

Response from The iFISH StoreJun 16, 2020

Hello TJ; We’re sorry this was your experience with us. We have a Live Arrival Guarantee that we standby when customers notify us upon arrival of their order. In your case, it appears that UPS did not deliver your order the next day after shipment. Unfortunately, in this time of COVID-19, UPS has withdrawn their guarantee that packages will be delivered the next day. This has caused occasional 1-2 day late arrival dates for our shipments. In any case, when this happens we like provide a full replacement on the order including shipping when all the fish in the order perish due to extended time in transit. We take special care to pack our fish so they can survive an extended transit time but sometimes, due to environmental conditions or handling, they perish. Typically we request a photo of the perished fish but we want to be flexible here and would like to send you a full replacement. We will be sending you an email outlining what we have stated here and you need only reply to that email to move forward on this. We certainly hope this helps rectify the situation and you’ll consider ordering from The iFISH Store again.

Response from The iFISH StoreJun 16, 2020

Hi Lisa, We apologize for the delay in our response and emailed you last week concerning your Koi. We hope we have rectified the issue and you are satisfied with the outcome. Please feel free to contact us directly if we can help you any further.

Response from The iFISH StoreJun 16, 2020

Hello Javier; We have a Live Arrival Guarantee and per our instructions provided with the packaging and on our site, you simply need to notify us immediately and provide a photo of the perished fish. We will provide a credit or refund. Since it is too late to acquire a photo, we will still send you an email outlining the offer of a credit on a future order or refund on the two fish that perished in transit. You need only respond to that email and let us know which you'd prefer. With respect to the delayed shipping, due to COVID-19 issues, UPS is not guaranteeing Next Day Delivery even though you are paying us and we are paying them for Next Day Air Shipping. A large percentage of the shipments do in fact get delivered on time the following day. But on occasion, as in your case, there is a one day delay. We pack our fish to withstand a 1-2 day delay. Nevertheless, once the package leaves our facility, it is out of our hands and in UPS's hands. We are doing the best we can to fulfill orders and unfortunately take the hit when UPS is a day late in delivery. We are sorry this was your experience and can only hope that as the COVID impact lessens we will see this happening less and less.

Response from The iFISH StoreJun 16, 2020

Hello Ngoc Pham, We are sorry you are disappointed in your Koi. We wanted to follow up with you and immediately responded by email requesting photos of the Koi so we could open communication and come to some resolution. However we did not hear back from you. Nevertheless, our offer still stands and we'd be very willing to discuss what you believe you ordered and what you received. We'd like to understand the inadequacies of the Koi since describing them simply as"ugly" doesn't give us much to go on. Please consider contacting us with some photos of the Koi at [email protected] and we can rectify the situation.

Response from The iFISH StoreJun 18, 2020

Hello Derek; Thank you for your feedback. You had placed your order on May 19th and on the 22nd you contacted us asking where your order was when we stated on our site and in our order confirmation email that we typically deliver in ~7 business days but due to COVID issues there may be a delay. Nevertheless, we replied to your email stating that on top of the fact that we had a holiday in the mix (Memorial Day) which pushed the delivery out a day or two. You notified us again on May 26th and we responded on the 28th that they would ship on June 1st. You received your order on June 2nd with a free Platinum Ogon Koi. We have a Live Arrival Guarantee which we stand by and even in situations when it has been several hours past delivery and the fish perishes, we have always worked with our customers to rectify the situation. So we certainly would have addressed the fish that perished after the 2 hour limit you mention. We're very sorry this was your experience with us and have to say we were not making excuses but rather dealing with coming out of the strict COVID Regulations and trying to negotiate our way through UPS delivery guarantees. We were working hard at trying to meet our customers needs in light of the environment. Nevertheless, we're very sorry you were frustrated with our efforts. We hope you are at least happy with all the African Cichlids you did receive and that your aquarium is doing well.