The iFISH StoreReviews of theifishstore.com

Response from The iFISH StoreJul 18, 2018

Hello Grover, It is pretty standard procedure across the industry for fish which are being prepared for shipment to be quarantined for at least 24-48 hours to ensure their general health. During this period they are not fed in order to 'clean out' their digestive system and limit their ability to soil the water during shipment. This lessens the chance of fish dying in transit due to poor water quality. We have been following this procedure for years and believe it ensures our customers receive fish that are transported safely and arrive healthy. You can view our complete Quarantine and Shipping Procedure on our site at https://theifishstore.com/pages/how-we-pack-live-fish-for-shipment. It’s unfortunate that your fish perished and we’d like to communicate further with you on the acclimation process you followed and potentially your tank parameters. We certainly strive to make our customers happy with their purchase and would like to pursue further discussion to pinpoint a cause. Can you provide us with further detail via email at [email protected]?

Response from The iFISH StoreJul 28, 2018

Hello Tracey; We are always happy to work with our customers that are not pleased with their order. A couple of things here: 1) In the case of the Discus with the deformed eye, it is so very helpful to receive a photograph immediately as it apparently was not spotted on our end. This type of immediate feedback and photo documentation helps us in our quality control procedures we have in place. We apologize for the deformed eye and would have liked to have seen the extent of the deformity so we can address it with our suppliers. Nevertheless, we were more than happy to replace the fish. 2) Our Shipping and Customer Management Systems are fully integrated and securely record and track all transactions. Our system shows that a Shipping Confirmation was sent via email and also by text when we shipped the replacement. We have just resent both as proof that they were in fact sent out. If you do not receive the text and emails I just resent, please notify me immediately so we can correct your contact information in our system. We would NEVER stoop to "fake" emails...there is nothing to be gained taking that path except extremely poor customer service. And that simply is not what we are striving for. 3) Our 2" Discus are juveniles and depending on the species can sometimes be slightly under 2". The parameter that is consistent is their age and when raised correctly develop into beautiful 5-6 inch Discus. So we apologize if the actual size was slightly smaller than 2" and we have since clarified that on our site. In summary, we really care about our customers and that they are pleased with their order. We also work hard at having set procedures in place to ensure the delivery of healthy fish. We are always more than happy to communicate directly with customers once they have received an order that they are not happy with. Wish we had the opportunity to turn this assessment around because "Shady" and "Shifty" are certainly not descriptors we are used to getting. As a minimum, can you verify the email and text I have just resent from our system...we stand behind the fact that a replacement was sent to you and if you did not receive it, we want to get to the root cause as to why that happened. Thank you for your feedback...positive or negative, it always helps us improve our business.

Response from The iFISH StoreJul 24, 2018

Hello Julianne; You had placed a couple of separate orders with us back in May and we'd really like to know more about the situation in each case since we never want to see a single order let alone two result in all of the fish ordered perishing. We looked back in our records and aren't aware that you communicated with us back in May when this happened. Can you offer more detail at this point so we might be able to look into this further? Thank you!

Response from The iFISH StoreJul 24, 2018

Hello Joshua; We'd really like to hear more detail on the qualities of the Discus that you were not pleased with..it is valuable feedback for us since we are always working to maintain a level of quality with our stock. Was it size, coloration, health?...this would be great information for us to have as we can then cross-reference it with a specific batch. If you can provide more detail to us we would appreciate your input...and would hope that you would consider becoming a recurring customer with us.

Response from The iFISH StoreJul 24, 2018

Hello Grace; We'd really like to hear more detail on the strains you received vs what you ordered. Some photos of what you referred to as "chipped eyes" would have been helpful so we understood more clearly the physical attribute that you were referring to. It is valuable feedback for us since we are always working to maintain a level of quality with our stock. This would be great information for us to have as we can then cross-reference it with a specific batch. If you can provide more detail to us we would appreciate your input...and would hope that you would consider becoming a recurring customer with us.

Response from The iFISH StoreJul 24, 2018

Hello Megan; We would highly encourage you to communicate with us directly and as soon as possible when it would appear that your fish were unhealthy so that we could potentially work with you on solving the problem. We really strive to deliver a good customer service program which begins with direct and open communication between us and our customers. We're sorry this was the outcome on your order but would also like to hear more detail on it if you are willing to provide that to us at this point. We do appreciate your feedback and are constantly incorporating all feedback into improving our service.

Response from The iFISH StoreJul 24, 2018

Hello Frantz; You had ordered the 2" Discus which are considered juveniles and with proper care will grow to their full size of 5-6 inches. Just for our clarification, do you believe that the 2" size was too small to be sold or that the fish you received were less than 2"? Thank you for feedback and any further information you can provide.

Response from The iFISH StoreJul 24, 2018

Hello Grace; Just for clarification you had requested that we schedule your shipments per your request which resulted in the delivery period being spread out longer than is our standard practice. We typically quarantine fish 24-48 hours and then they are shipped out via UPS Overnite on the next Monday, Tuesday, Wednesday or sometimes Thursday (depending on your location) - whichever comes first. In most cases, we do NOT ship Friday or Saturday as these days are quite busy for UPS and we do not want to risk on-time delivery. So we are a bit confused on our end on how your order took months for you to receive. But more importantly, if the fish perished once they were received, we certainly would have wanted to hear about that immediately and addressed the problem. We're sorry this was your experience with The iFISH Store and not one that we would hold as broadly representative and would like to encourage you to return and we will work closely with you on your next order. Thank you for providing your feedback!