The iFISH StoreReviews of theifishstore.com

Response from The iFISH StoreFeb 11, 2022

Hello Angela; We're sorry to see you have decided to rate us poorly given the situation you presented us with in the email we received from you on February 7th. Here are the facts from what we were able to see in looking into your order. You originally placed the order on January 4th. We shipped the order on January 19th and notified you both by text and email that your order was sent via FedEx Overnite Service and provided the tracking information. On January 20th we sent an email at 10:37AM that the order was out for delivery and again at 11:43AM that it had been delivered. We then heard nothing from you until February 7th when you sent us an email stating you did not receive your fish, you'd made several attempts via email to contact us and could not find a phone number to call us. We replied on February 8th stating that we had no other emails from you reporting the package was not delivered and that when we called our Premier FedEx Contact, we received their report that the package was delivered. Also, that they did not receive a call from you to report the package missing. Per FedEx's standard procedure, if there is a call for a package not delivered, they open a case and assign it a case number so we both can track the resolution. At that point we indicated in our email to you on February 8th, that because it had been 18 days since the delivery date, FedEx was unable to do a trace. We apologized and stated that because it was so far outside the time frame to rectify this issue, we are unable to issue a refund or send replacements. And you were not happy. We hoped you would understand that when we are notified by a customer almost 3 weeks after a package was reported by FedEx as being delivered that we have little we can do on this end. We have scoured through all of our emails in the timeframe since we shipped your package and have found none from you. We also can't quite understand why you were unable to find our phone number to contact us by phone. Not only is it in our Order Acknowledgement Email you received when you placed the order, it is in our Shipping Notification Email as well as on our Website. Even if you were to Google "The iFISH Store", you would easily see our phone number. At this point, we really are not sure how we could have handled our communication and customer service better given what you presented us with. We really count on our customer's communication to notify us immediately when there is any kind of a problem so we can act quickly. Being notified 18 days after the supposed delivery date puts us all at a disadvantage. We are sorry that this was your experience with us and you feel you need to contact the Better Business Bureau over this. We stand by our actions and the only thing we can do at this point is provide the BBB the information we have outlined here when they contact us over your report.

Response from The iFISH StoreFeb 11, 2022

Hello Jeff; We're sorry to hear that your twelve cichlids perished. If you'd contacted us at the first signs of illness, we would have been happy to work with you in determining the root cause and then made recommendations on how we could move forward and correct the situation. At this point with the little information that you provided here, we don't know if they arrived in poor condition, your tank parameters were not optimal, the acclimation process followed was we what we recommend or if we need to look to feeding or tank mates as a cause. Should you decide to work with us again, please contact us if there are any signs of poor health so we can work with you.