The iFISH StoreReviews of theifishstore.com

Response from The iFISH StoreJul 25, 2024

Hi Jane; Thank you for providing a review on your recent purchase of Neon Tetra Bulk Packs with us. We certainly value your feedback and wish you'd provided a bit more information for us. Did they have a low survival rate due to an illness or because they are a smaller shoaling fish in a community tank? We're sorry this was your experience with us and wish we could have had the opportunity to address it with you when you first observed the problem. Addendum: Thank you for further information on your tank. And please understand we are not questioning your expertise as an aquarist. We’re trying to determine how the neons perished. Was there a noticeable health problem? Did you use our recommended acclimation process and were your tank parameters much different from our tanks? We’ve reviewed our records for other Neon Packs shipped from the same lot yours was and have not seen any issues with increased mortality rate. To have so many Neons perish begs further review of all factors. We’re sorry for the questions and, again, are not questioning your expertise. We also have decades of expertise and would like to identify the root cause. If you’d like to communicate directly with us on this, we’re happy to do so at [email protected].

Response from The iFISH StoreApr 23, 2024

Hello Dionne; We're very sorry that you were disappointed in so many aspects surrounding your order. However, at this point, we really can't positively identify what specifically may have caused several of the fish to perish because this is the first we have heard from you. Based on the information provided in your review, we can comment on a couple of things: (1) You stated that the order was "late" getting there. However, when we looked at your order history in our system it shows that you placed the order at 11:20 PM on March 16th and the order was shipped via FedEx Overnight Service at 3:00 PM on March 26th. They were delivered to you at 2:53 PM on March 27th. We state that our delivery time is 7 - 10 business days after an order is received and your order falls within that time frame. So we're unsure about what specifically you might mean by "Late". (2) We take all reports of ick very seriously and we would never ship out a fish that has obvious signs of ick. We have preventative measures in place including a quarantine on all fish before shipping and a visual inspection on each as it is selected and packed. We also have an integrated 300 Watt UV light system as part of our facility water filtration system to control any sources of infection. When we receive a report of ick, we have a standard protocol where we immediately check our tanks and all records for orders that were shipped from the same lots. In your case, we didn't uncover any other suspected ick cases. (3) Ick can be stealth like and can reside in a fish and not be noticeable until the fish is stressed. When they are stressed it weakens their immune system making them more susceptible. Common causes of stress can be from being in transit, how they were acclimated, fluctuation in temperature and other aggressive tank mates. When caught soon enough ick is treatable and we believe if it was ick you spotted on your fish, we could have worked with you to identify the problem and treat them. (4) We certainly understand that you had established tanks on your end and all of your existing fish were healthy. However, all of your fish were fully acclimated to those specific water conditions and we still don't know how those water conditions compare to the water conditions we tightly maintain for our inventory. As you know, these fish are very sensitive to water parameters and the slightest change could induce stress but it can be overcome with a slower paced acclimation and early treatment if an outbreak is observed. We really wish that you had contacted us immediately upon receiving your order if you felt that some of the fish did not look healthy. We encourage all of our customers to do this so we lose no time in assessing and addressing the issues. We would have requested photos of the fish you believed were infected as well as looked at your tank parameters and worked toward a mutual conclusion. We're sorry we didn't have that opportunity with you.

Response from The iFISH StoreApr 17, 2024

Hi Spencer; We're very sorry this happened to your Redtail Catfish, however, we can't seem to find any evidence in our call logs of a phone call from your number nor can we find an email from you. Just in case we missed something, we also asked the members of our staff that have access to incoming customer calls and no one recalls a conversation about this. Most important of all, we never would have recommended putting 2 inch catfish in with larger cichlids which can typically be quite aggressive. The compatibility chart we have available on our own site (https://theifishstore.com/pages/compatibility-chart) indicates that this combination isn't compatible. Are you positive you contacted us prior to placing your order? Needless to say, we really are sorry that the catfish perished and we would advise you to take a look at our compatibility chart if considering other potential tankmates for your cichlids in the future.

Response from The iFISH StoreFeb 6, 2024

Hello Vu; Thank you for your purchase and the review. Glad you’re pleased with the Discus. If we can be of any further assistance, please feel free to reach out to us!

Response from The iFISH StoreFeb 1, 2024

Hello David; Based on the email we received from you, we're genuinely sorry you were disappointed in the size of the six Green Cory Catfish you purchased from us. You mentioned that you had received "the wrong fish" and that you "ordered the large 2.5" green cory cats". We replied that the Green Cory Catfish pictured on the website illustrates what they will look like as adults. We list their Adult Size at 2.5" in the product description, however, you purchased juveniles ~1 inch as measured from the nose to the tip of the tail. We're sorry if this created confusion and understand your concern that they were going into a 2000 gallon tank. We're assuming 5 perished because they were too small for the community? Our apologies for this and we have clarified this on the site. We hope you will consider giving us another try again in the future!

Response from The iFISH StoreJan 24, 2024

Hello Bernard; You had purchased 13 juvenile African Cichlids and hearing they all perished in 3 days typically points to one catastrophic problem. We have so many questions since you didn’t alert us to any problems after you received your shipment. We highly recommend that all of our customers contact us immediately at the first sign of any health issues after they receive and/or acclimate their new fish. The juveniles you received were in our stock inventory in treated tanks and then placed in quarantine prior to shipping. They were visually inspected prior to and after quarantine and as they were being packed for shipment. We show no operational notes of visible issues with this batch. Had you notified us, we would have started working with you to determine the root cause, including an assessment of how they visibly looked and behaved upon arrival, your acclimation process, the tank parameters, tank size and tank mates. We potentially could have identified the cause and a solution. We’re sorry this was your experience with us and wish you had notified us immediately so we could have had the opportunity to work with you on this.

Response from The iFISH StoreDec 4, 2023

Hi Gene; Thanks for leaving this feedback. That's a very significant and dramatic loss for 23 out of 25 gouramis to perish in 24-hours. We don't have any record of you contacting us so we have a pretty limited scope of information that won't allow us to really assess why this occurred. Do you have any further insight as to the root cause? There are three environments that could have potentially caused this: (1) The iFISH Store (our tanks and/or packing procedures), (2) the shipping experience with FedEx and/or (3) your tank (conditions, tankmates), feeding schedule and/or the acclimation process you used. At this point, we really don't have enough information to determine what went wrong where and wish we had more information to address this. We are always willing to assist customers when our fish do not do well in the environment they are transferred to and highly encourage all our customers to reach out to us at the first signs of ill health. We wish we had the opportunity to work on the situation when it first started happening. We value your repeat business and if you'd like to provide more detail to us at [email protected], we'd be happy to work with you. ADDENDUM: Thank you for the update, Gene. We’re very sorry this was your experience with us this time around. We certainly hope you’ll give us a try again in the future.

Response from The iFISH StoreNov 6, 2023

Hi Anthony; We're sorry you're disappointed in our policy about providing a store credit or refund rather than sending out replacements when a single fish or two from a larger order perishes. In the infrequent situation where all of the fish in an order perish and are DOA, we do provide a full order replacement at no cost to the customer. We make no profit on shipping costs and sending out a replacement shipment for a fish or two just isn't viable or sustainable for us when a larger portion of the fish in rest of the order appear to be doing well. We think you'll find that it is pretty much industry standard to provide a credit or refund rather than a replacement in these cases. The only reason we asked if you were interested in purchasing more fish was to cover the shipping cost on the new order which would have included the replacement. We did apply a credit to your account as we communicated. And again, we're sorry you are disappointed in our policy in this situation. At the same time, we certainly hope your other fish are thriving.