The iFISH StoreReviews of theifishstore.com

Response from The iFISH StoreFeb 15, 2021

Hello Anesha: We have a Live Arrival Guarantee and ask that if our customers receive a perished fish that they notify us within 2 hours after receiving the order and provide photos of the perished fish. In going through our emails, we don't see any communication from you. We would have been happy to provide a refund or credit on a future order. At this point, we aren't even sure which of the fish you are referring to in your order and would certainly have liked photos of the leaked bag as well. If you would like to open communication with us on this so we can discuss it further, please email us at [email protected] and provide further detail. Thank you!

Response from The iFISH StoreFeb 15, 2021

Hi Tyler, We’re sorry that you are so disappointed in your experience with us. We would like the opportunity to respond to a few issues that you raised in your communications with us by phone and email so you can hopefully understand our perspective and policies as a business. Our Live Arrival Guarantee: We stand by this guarantee and have well-defined guidelines that we follow as well as instructions on what we expect from a customer that are published on our site (https://theifishstore.com/pages/how-we-pack-live-fish-for-shipment). We clearly state that should any fish perish during shipping, in order to receive a credit or refund, we require a clear picture of the perished fish within 2 hours after the first delivery attempt with the fish removed from the shipping bag and placed on a white background. Not only did we not receive the photos as requested with the fish out of the water after you received your shipment but you also did not notify us until 5 hours later that the Long Fin Black Tetra perished and you advised all others arrived alive. You then advised us the next day that the Yellow GloFish perished the night before without providing any photo, we still accommodated you with offering a refund or credit for both fish. You notified us again 7 days later that 1-Bumble Bee Catfish, 2 Gourami’s and another GloFish perished which is well past our guarantee policy. We tried to work with you to understand the reason the fish were perishing after being in your aquarium water for 7 days by trying to see what your water parameters were, which is common practice in this industry as water conditions are critical for the fish to thrive. You stated we were being “rude” and it’s “none of our business”. The only information you provided was the water temperature is 82 degrees which we would like to add is on the high side for those type of fish. We requested pictures of the other perished fish which, again, you provided pictures of them on top of your aquarium water in a net. We feel we have gone above and beyond our own guidelines in an attempt to make this a better experience for you even though you have ignored our standard requests for our guarantee policy. We honored our refund offered to you of the Long Fin Black Tetra and GloFish and have issued that refund. For the 2 Gourami’s , 1-Bumble Bee Catfish and 1-GloFish, we felt offering a credit on a future order is fair seeing as we were going beyond our policy timeframe. Again, we are sorry this was your experience and we strongly believe we did the best we could to accommodate you. We don't believe we we're ever "rude" to you and maintained our business composure while, based on the telephone and email conversations with you, we found you to be quite challenging to work with and we did not appreciate your offensive tone with our customer service representatives.

Response from The iFISH StoreFeb 16, 2021

Hello Scott; First off, we'd like to apologize for missing the addition of the replacement fish in your second order. That was an operational error on our part and the instruction just did not make it into our order system. Second, and more importantly, we are very sorry to hear that all of the fish in your aquarium perished, apparently from ich, after the ich appeared in your second order from us. Ich is quite insidious and only becomes visible after the fish are stressed. On our end, we certainly do visual inspections and treat our tanks but ich may not bloom until the fish are stressed from something such as shipping. Be that as it may, we'd like to try and make things right here. We'd like to offer you a credit for all of the fish in both of your orders. This would be a credit for $128.83 for the first order and $59.90 for the second order (Total Credit = $188.73). To use this credit, you simply have to enter in theNotesComments Section on your next order that you'd like "to apply the $188.73 from Order Nos. 15932 & 16199 to this new order." Again, we apologize for the inconvenience and the loss of your other fish. We hope this credit will help rectify the situation and you will place your confidence in us again on a future order. Thank you for being so open-minded in working with us on this.