The iFISH StoreReviews of theifishstore.com

Response from The iFISH StoreSep 25, 2018

Hello Venkata; We're sorry you are so disappointed in your order. Our juvenile Discus are listed as ~2 inches and yes, they can sometimes be slightly under exactly 2 inches. But they are otherwise very healthy and quarantined to further ensure their health prior to shipment. Also, your statement about the coloring is very accurate. With Discus, juvenile coloring is rarely as intense as what you will see once they have reached adulthood. The photos on our website are of full grown Discus so that you can see the actual coloration of that particular variety once full grown. We think you'll be pleased with their coloration once they have matured. We hope you will see that come to fruition and eventually be pleased with your choice. We appreciate your business and certainly hope you will return to The iFISH Store. Thank you for your feedback!

Response from The iFISH StoreSep 17, 2018

Hi Eric; First off, thank you for your feedback. We typically meet all requested shipping dates and on occasion a Holiday or an unanticipated Supplier/Airline issue in the middle of it all provides a small speed bump. But we do try to keep all of our customers informed. When we received your order, we had every intention of meeting your requested arrival date but unfortunately the Labor Day Holiday and shipment issues caused some unanticipated roadblocks. Our genuine apologies for that and we tried to get your order to you ASAP. Because we had agreed to send the order to the UPS Store we included extra packing precautions with temp packs so the Discus would not be stressed. All of that aside, we are sorry you were disappointed with our Customer Service as we do work very hard at providing a good experience for all of our customers. We would like to provide you with a special offer which we will send to you via email so that you will hopefully give us another try and experience "how it usually goes" for most of our customers. At the end of the day, we want all of our customers to be pleased not just with the fish they ordered but with the experience they had with The iFISH Store. So, be on the lookout for an email from us which we will be sending shortly. Again, thank you for your valuable feedback....it helps us fine tune our processes and deliver even better customer service.

Response from The iFISH StoreAug 14, 2018

Hello Graham; We certainly need to address this if you did not get the Discus that you ordered. Among other things, we see that you ordered (1) Marlboro Red, (1) Cobalt Blue, (1) Snake Skin, (1) Blue Diamond, (1) Pigeon Blood, (2) Red Melon and (1) Super Red Turquoise which you should have received today (8/14). Can you provide a list of what you did receive and which arrived DOA? We quarantine and pack against our automated order management system so we'd like to track down the root cause of sending the incorrect Discus. We will contact you directly by email as well to follow through on this. Thank you for your feedback and we hope we can keep an open line of communication on this.

Response from The iFISH StoreAug 2, 2018

Hello Dwayne; This is something we need to address because we have a Live Arrival Guarantee and beyond that want to know potential causes. We guarantee that your fish will be delivered alive and healthy. In the unlikely event such as yours where you received perished fish, there are steps we typically take. You can choose to receive a refund or receive a credit on your next order. In order to receive a refund or credit, we usually require a clear picture of the fish emailed to us at [email protected] within 2 hours of the first delivery attempt. It's extremely helpful in addressing the problem in a timely manner if you give us a call within two hours of receiving your package at 516.524.6423 to inform us of the issue. Thanks for your feedback! We will send you an email to discuss the details of your order with you. We want to ensure all of our customers are pleased with the fish they receive and hope we can open up communication with you to follow through on this.

Response from The iFISH StoreJul 27, 2018

Hello Jim; We have recently sent you an email requesting a picture so we can better help you out but have not heard back yet. With our 2" Discus, the size is approximate as some strains are a bit small than others. However, if there is a big difference in size we would be happy to compensate you in some way to rectify the situation.

Response from The iFISH StoreJul 24, 2018

Hello Jeff; We do have a live arrival guarantee. It is essential and very helpful to resolving the problem if we are contacted directly within the first 24 hours so we can react quickly to resolve the problem. Beyond that should there be a problem with your fish we genuinely want to work with our customers to reach a positive outcome. It does happen on occasion that some fish don't make the transition after a few days in which case we work with these customers on a refund or a credit toward a future purchase. You received your order on July 10th and we're sorry your disappointed in the way communications have unfolded and that we have now been updated on July 23rd that the fish did not live. Execution of the credit or refund process needs to happen by you specifying in an email to us at [email protected] the order number, which of the fish in your order perished, a photo is usually required and if you would prefer a credit on a future order or a refund. We are always more than happy to respond and work with our customers. We address this process on our site in the FAQ section at www.theifishstore.com/pages/shipping-return-faqs. We sincerely hope that you would reconsider your experience with our company and work with us. We would like to see you as a returning, long-term customer.

Response from The iFISH StoreJul 24, 2018

Hello Sally; This isn't the typical outcome for us so understandably we want to look into it further. On our side, we consider it a fluke because of the quality control and customer service programs we have in place and hopefully you can understand that we want to see an experienced aquarist like yourself continue as a customer of The iFISH Store. Can you provide further detail to us at [email protected]? Thank you!

Response from The iFISH StoreJul 24, 2018

Hello Mark; It's extremely unusual for a full order of 12 African Cichlids to arrive alive and perish within two days. This is a significant event and we would have liked the opportunity to address it by you reaching out to us immediately and alerting us to the situation. First so we can assess what may or may not have happened during shipment as a quality control measure but also to rectify the situation with you. We would like to see you return as a customer and feel comfortable in reaching out immediately if you sense there is anything questionable about the health of the fish you received. Timely communication is key and it's what we count on to ensure our customers are satisfied with their order. We highly encourage you to return to The iFISH Store to experience the level of customer service and great care we take in ensuring our customers (and their fish) are happy by maintaining and open and timely line of communication.