The iFISH StoreReviews of theifishstore.com

Response from The iFISH StoreJun 16, 2020

Hello Ryker; We're sorry this was your experience with us. We have to say that this isn't the typical customer experience and the COVID pandemic has certainly thrown a monkey wrench into our supplier and outgoing customer shipment process. We've tried to keep our customers updated throughout but we still apologize for the speed bumps. At this point, we are informing our customers that when an order is placed, they will be received in approximately 7 - 10 Business Days. Yes, we ship via UPS Next Day Air but that is primarily to lessen the time the fish spend in transit. As we distance ourselves from the COVID impact, our turnaround time will vastly improve. You also mentioned not receiving a shipping email. Our system automatically sends out two email notifications to customers. The first is an Order Placement Verification Email on the day the order is placed. The second is a Shipment Confirmation Email that is automatically sent the day the order ships. We are aware that due to some firewalls, our notification emails make it into SPAM folders. But it appears you did receive your Shipping Confirmation email which was sent at 2:40PM on June 2nd. It would appear that you were expecting a shipping email before your order was prepared to ship. Nevertheless, we are sorry for the delay as we are trying to catch up in the midst of the impact the COVID pandemic has had on businesses. We are very happy that you were pleased with the quality of your fish. As we work around the operational challenges presented in a pandemic environment, we hope you'll consider using us agin for your future needs. Thank you for your business and your feedback!

Response from The iFISH StoreJun 16, 2020

Hello Reginald; Your order was placed on Friday, May 29th and shipped on Monday, June 1st. Much like you pay us for UPS Next Day Air shipping, we also pay UPS for Next Day Air shipping on all our orders. Unfortunately, due to the COVID pandemic, it has caused some delays in UPS delivery. It is infrequent but can be 1 - 2 days. We take great care in packing your fish so they can stand this delayed delivery in the proper environment. We also have a Live Arrival Guarantee for added protection should any of your fish perish during transit. Nevertheless, once the package leaves our facility, it is in UPS's hands. Your package was actually delayed by one day, not two as you indicated in your review. Our system shows that UPS delivered it on Wednesday, June 3rd at 12:01PM. We have to say we object to your representation of how our telephone conversation went with you. We tried to explain what we we laid out above but you refused to engage in a civil conversation. We even tried, more than once, to offer you a refund or credit, realizing you would still receive your order anyway. No matter what approach we tried, you were not having it. When we realized there was nothing we could do we wished you a nice day and ended our call because we refused to continue a highly unproductive and uncivil conversation. We treat all of our customers with the utmost respect and work extremely hard to to make every experience with us a good one. So we take exception to you describing the interaction with us as you did in this review. We are sorry your experience with us did not meet your expectations.

Response from The iFISH StoreJun 16, 2020

Hello Jenna; We're sorry you did not have a good experience with the Discus you purchased. You received them on March 4th and wrote this review on May 30th. If you observed a problem with the Discus when you received we certainly would have liked the opportunity to address this back the when we could have proactively addressed the problem. Typically when we are notified immediately we work with the customer to solve the problem. We would ask for the following information: water parameters, tank mates, Discus food used and frequency of feeding. We would be more than happy to still pursue this if you are willing to open communication with us by replying to the email we sent you requesting the info we mentioned above.

Response from The iFISH StoreJun 16, 2020

Hello Deonta; Your order was placed on May 21st and our system automatically sent an Order Confirmation email that day at 3:18PM. We know there are times that are email notifications make it into SPAM folders so you may want to check there for that email. We tried sending it again on May 28th at 2:24PM. Your order was shipped on June 1st and you were sent a Shipment Confirmation email with UPS Tracking information that day. We can see in our system that you received your order on June 2nd. We'd certainly like to clear up the email issues here. Can you confirm that you received our emails? And also, were you satisfied with the fish that you ordered?