customer
AWFUL
A few days after receiving the fish my whole tank was bombarded with Ich. I had five fish prior and never have had any issues with my system. I’ve had many tanks before and never had an issue.
Response from The iFISH StoreOct 27, 2021
Hi Cheyenne; We are sorry to hear this and have tried to get a better understanding of the conditions in your tank. First, we certainly understand your disappointment that the fish were stricken with ich. Ich is rather stealth-like and can reside on fish even though it is not outwardly apparent after a visual inspection of the fish. It will only become visible once the fish has been stressed, their immune system suppressed and they are not able to fight it. On our end, although not used as treatment for ich, our water system flows through a UV light which is a preventative for bacteria and parasites. We also perform thorough visual inspections of the fish when they first arrive at our facility, when they are in quarantine and when we are packing them for shipment. Any external signs of ich would surely have been spotted in that time. Once the fish arrive at their destination, our policy is to be notified within 2 hours of delivery if they are looking ill or extremely stressed. Even if after a day, we would still like to hear from our customers. In our experience once they have been in your aquarium for 7 days and ich presents itself, it’s usually something with the water conditions. During our communications, we know you said your pH is "fine" but in order for us to really help in assessing the situation, we needed to know the pH numbers as well as nitrites, nitrates and ammonia levels. We’re also concerned about what type of deep cleaning you did of your aquarium before receiving the fish. In these situations, the water needs to be cycled and given time for good bacteria to form for it to be a healthy environment. Ich is very treatable when caught early and most hobbyists have Super Ich Cure on hand for immediate use to avoid any delay in treatment as well as any other medications. The time frame in which you communicated to us that your fish perished was well outside the time frame stated in our live arrival guarantee policy. They had spent several days in your aquarium and we did not have enough detailed information to work with you on this when the first signs of ich appeared. We are sorry we could not issue a refund.