The iFISH StoreReviews of theifishstore.com

Response from The iFISH StoreFeb 18, 2021

Hello Sadiya; We apologize for what happened with your order. At the same time, we'd like to share with you what happened behind the scenes just to shed some light on why both us were a bit baffled and disappointed. You had placed your order on January 24th and we sent you an order confirmation email that day. On January 26th we shipped your order via FedEx and emailed you a shipping confirmation email with your FedEx Tracking Number. The next day, on January 27th, we received notification that your order was delivered. On February 10th, we responded to a dispute on this order through PayPal. We responded with documentation that the order had been delivered. On February 12th, we were astonished to receive your unopened package back at The iFISH Store. Without any communication from PayPal, we issued a refund even though PayPal did not even yet make a decision on the dispute. You did not have a telephone number listed so we opted to call FedEx first to find out what happened because this was obviously a delivery problem. They reported that the package was delivered to your complex but apparently because of the complexity of the address as it was listed, the box must have been delivered to an incorrect Unit. We still don't know the details on how the package was returned to us. Unfortunately, we have gone back over our voicemails and emails in The iFISH Store systems and do not see a communication from you. We also checked email we would receive from you through the PayPal platform and don't see an email there. We're very sorry for this whole tangled situation and it does not reflect how our business typically works. We are happy you received your refund and would hope that you're willing to give us another try.

Response from The iFISH StoreFeb 17, 2021

Hi Jay; We'd like to take the opportunity to clear a few things up here. When you placed your order on February 11th, everyone in the Northeast (we are located just outside JFK Airport) was contending with a major winter storm that had caused hundreds of businesses, carrier services and major airports to either close down or substantially delay business. Since you are located in Florida, we doubt that the real severity of these conditions are relatable. Regardless, the impact on us was no delivery from our supplier and halted or delayed pickup of shipments by our service carrier. We sent a communication to everyone that had placed an order to let them know of the delay and posted this on our website. Matters became worse when the Northeast was hit yet again with a severe snowstorm. Again we sent out a communication to everyone that had placed an order and updated our website. All along, for any customers that did not want to wait until we were back up and running, we were very happy to issue refunds. That has always been an open option for us when there is any reason that shipping is delayed. Our normal shipping time, as listed on our website, is approximately 7 business days. After fish are quarantined and packed, we use an overnight shipping service to minimize the amount of time the fish spend in transit. Our initial communications with you were quite friendly and when you asked for a refund, we issued it immediately and understood. But then, you became extremely creative in your accusations as to why we did not ship out your fish immediately. Both via email and in your reviews. Honestly Jay, trying to sell fish that are not even born yet? What Aquarium Fish operation could possibly even stay in business with that strategy? And if that were our "gimmick", wouldn't we have an overwhelming number of bad reviews on Google and TrustPilot not to mention registered complaints to the Better Business Bureau? We sell fish that we have in inventory and when we don't have inventory replenished due to an unforeseen event such as a winter storm we notify our customers of the delay and issue refunds if that is what the customer wishes. Yes...the timeframe for shipping we are working in right now is NOT NORMAL. But it is when the entire Northeast has been buried in snow. And just as a reminder, we are located in NY State...not outside the country. Something you pondered in one of your theories in your email. Something else for you to consider...LiveAquaria is owned by a large international corporation. We are a family-owned business that has been providing freshwater aquarium and pond fish for the past 20 years. Comparing shipping capacity between our business and LiveAquaria is a stretch but we invite anyone to compare our customer service and pricing. Or our reviews for that matter. We take great pride in our personalized service we give to each and every one of our customers. We really do take exception to you stating that we did not "offer any kind of customer service hospitality". We have read every email communication with you and our responses are completely friendly and accommodating. We wish that your experience with us was a better one. We also wish you luck with your new additions to your aquarium.

Response from The iFISH StoreFeb 16, 2021

Hello Bill; We did receive communication from you concerning the fish that perished in shipment and had addressed that issue. But we had not heard from you until this review about fin rot. Typically, we like to work with our customers to try and understand the cause of these type of issues to see what we can do. If you are willing to open communication with us, please consider emailing us at [email protected] with additional information on behavior, tank parameters, feeding and tank mates. And if you have any photos of the fish with fin rot, that would be extremely helpful. We hope you take us up on our offer to look into this further. Thank you!