The iFISH StoreReviews of theifishstore.com

Response from The iFISH StoreFeb 18, 2020

Hello Marcial; Thank you for your feedback. We're sorry to hear that you are disappointed in your fish. We'd like to respond to the coloration and size of the fish that you mentioned in your feedback. The fish will not look like the pictures you see on our site for two reasons: (1) From the stress of shipment, they do tend to lose color during shipping. Color will typically return after 24 hours and (2) the fish you ordered were juveniles and thus still have juvenile color. You will not see their full coloration until they grow to 3-4 inches. The photos on our site are of adult fish that have been held at optimum tank parameters and fed a healthy diet. That is how we get them to display their very brilliant and distinctive colors. On the size of the fish, when measuring the fish keep in mind the tail is included. Also we list them as approximately 2 in meaning they can vary in size from 1.5 - 2 inches. Again, we are genuinely sorry that you're disappointed and at the same time are confident we delivered healthy juvenile fish.

Response from The iFISH StoreFeb 2, 2020

Hello; Thank you for your feedback. We understand your frustration over this issue. Unfortunately, there is no way within the Shopping Platform that we use to restrict potential customers from Hawaii to place an order. After checking with our ecommerce platform provider, they confirmed that this is not possible within the program and recommended that we make the statement that we "Do Not Ship Outside The Continental US" on our site. We have this statement on our homepage and in other locations on our site. We do hope that anyone from Hawaii visiting the site sees this. In the meantime, we continue to look into other potential options as they become available. Nevertheless, the reason we do not ship to Hawaii is the additional paperwork (permit) required on the customer’s part in order for us to ship live fish outside the Continental US. We did try to accommodate you but in the end we had to cancel because you did not have the proper import permit. We apologize for the inconvenience.

Response from The iFISH StoreJan 30, 2020

Hello Quin; Thank you for your feedback. Our apologies for the delayed response to your email but our intentions remain the same. We're sorry to hear that the Discus did not ship well in the cold weather and at the same time we're happy to hear all of the other fish in your order did. We will either replace the 4 perished Discus or provide a refund. We will be sending you an email in the next few minutes and you need only reply to that email and let us know which you'd prefer. Thanks again for your feedback and your business.

Response from The iFISH StoreJan 13, 2020

Hello Long Nguyen; Due to a Holiday Shipping Schedule we needed to execute because of UPS not guaranteeing timely delivery, we posted our temporary Shipping Schedule on our Home Page to alert our customers to delays. It stated that we would resume normal operations on January 6th.. Your order was placed on December 15th and by that time UPS was no longer guaranteeing a timely delivery on our Next Day Air shipments. We absolutely did not want to risk perished fish during shipment because of delayed delivery. We did receive your email and our records indicate that you received a refund on January 7th. We're sorry for the delays; all caused by the Holiday glut. We would hope that in the future you will consider giving us another try. Thank you for your feedback.

Response from The iFISH StoreJan 13, 2020

Dear Hendri, We posted our Holiday Shipping schedule on our Home Page one week before it took effect and it stated we would resume normal shipping on January 6th.. Your order was placed on December 16th when the Holiday Shipping Schedule had been posted for several days. And by the time you placed your order, UPS was no longer guaranteed a timely delivery on our Next Day Air shipments. We absolutely did not want to risk perished fish during shipment because of delayed delivery. Be that as it may, you requested a refund which we executed immediately. As for the "SPAM" you're referring to, we don't believe it is SPAM. We are simply asking you to review our service. And even though you did not receive your fish, we still would like to know how you felt we responded to your request for a refund. We take all of our feedback seriously and we're simply requesting yours because it matters to us. And for the record, we appreciate all of our customers and the business they bring us. We take great pride in our customer service efforts and the quality of fish we provide.

Response from The iFISH StoreJan 13, 2020

Hello Britton; Unfortunately our Holiday Shipping Schedule which was driven by UPS not guaranteeing a timely delivery caused this delay. We simply did not want to risk so many perished fish during shipment. However, we are back to our normal shipping schedule and our system shows your order was delivered on January 8th. We hope that you are pleased with your fish and thank you for your patience.

Response from The iFISH StoreJan 13, 2020

Hello Spencer; Unfortunately our automated 3rd party Customer Review system was not in sync with our Holiday Shipping Schedule and the request was sent prior to your order shipping. Our system shows that you received your order on January 7th and we hope that you are pleased with your fish. Thank you for your feedback and your business!

Response from The iFISH StoreJan 13, 2020

Hello William; We're very sorry this was your experience with us. You ordered quite a variety of fish and would like more information on which species you first noticed signs of ich. We have our fish in our aquariums, which are treated, for several days not including the quarantine time prior to shipping. We also closely inspect them prior to shipping. That being said, ich can be tricky and not make an appearance until fish are stressed which certainly can happen during shipment or acclimation. We do respond to all emails we receive and have experienced some problems with our emails ending up in SPAM folders depending on which of our email platforms we use. Most important of all, we don't want customers to walk away with an overall bad experience like this and address it. If you are open to it, we'd like to discuss further the situation as it occurred. If you are willing to do so, can you tell us more about the appearance and behavior of the fish, tank parameters and tank mates (since you ordered a few varieties that should not be housed together) by responding to us at [email protected]? We'd be happy to look into this further with you. Thank you for your feedback and we would like to work toward having you as a return customer.