The iFISH StoreReviews of theifishstore.com

Response from The iFISH StoreMar 24, 2025

Hello Derek; We're very sorry you weren't pleased with the Discus you received from us and the follow-up communications we had with you. We did attempt to assess the situation with you, however, the photo you sent really didn't represent what you were describing in your email. In all fairness, you received juvenile Discus that, as per normal procedure, were quarantined prior to shipping. Given their age, typical stress from shipping and quarantining, it isn't uncommon for them to be slightly duller in color and lacking in energy. In most cases, with proper diet and tank conditions, they come back up to speed in no time. We have to say that the description of them being "skin and bones" wasn't quite on the mark since they didn't appear as such in our inventory or quarantine tanks. Nevertheless, we would have preferred better photos and follow-up with tank conditions to look into it further with you. In addition, we had filled dozens of orders from that same stock of juvenile Discus and had no other reported problems with the customers that received them. As conscientious as we are with our prep for shipment and the actual packing/shipment of our fish, on occasion, fish will perish in shipment or shortly after. We are always happy to work with our customers when this is the case. However, try as we might, we couldn't quite resolve the situation in your case. We're very sorry this was your experience with us and wish it had turned out better for you. As it stands, we wish you the best in your aquarium endeavors in the future.

Response from The iFISH StoreDec 29, 2024

Hi Jane; Thank you for your feedback. We’re truly sorry to hear about your experience. We take the health of our fish and the satisfaction of our customers very seriously. We’ve checked our records and, unfortunately, couldn’t locate an email from you regarding this matter. It’s possible it didn’t reach us due to a technical issue. Please verify that your email was sent to us at [email protected]. If that checks out, please resend the email and we’ll be happy to assist you promptly. Your satisfaction is important to us, and we’re committed to resolving this for you as quickly as possible.

Response from The iFISH StoreDec 26, 2024

Hi Tracy; We sincerely apologize for the inconvenience and confusion regarding your order. We strive to ensure every order is accurate, and we believe the problem arose when we were communicating with two different people on your end. We had communicated that we were out of stock on the Bumblebee Catfish in your order and were instructed to ship the order anyway without them. We then issued a refund for the catfish. Per our policy, we do not ship out of stock items at a later date when our inventory is replenished without applying a shipping charge. This is typically a refund scenario. We’re sorry you were disappointed in our policy, communications and the outcome. We do hope you are pleased with the rest of the fish in your order and hope you will consider us again in the future. Your feedback helps us improve, and we truly value your business.

Response from The iFISH StoreDec 11, 2024

Hello Melissa; Thank you for taking the time to share your feedback. We strive to provide the best quality fish and customer service to all our buyers and we’re sorry your experience did not meet your expectations. We believe it’s important to address some points for clarity. Our live arrival guarantee clearly outlines the process for reporting any concerns, which includes notifying us within 2 hours of delivery if the fish appear stressed. Even though it wasn’t clear to us that you unboxed the Discus in a timely manner, we extended this guarantee despite these incidents occurring days after delivery as a courtesy to you and even refunded the cost of the fish that perished, We take great pride in the quality of our fish and consistently receive positive feedback. We have found no other customers who received Discus from the same batch that have indicated the same difficulties as you have. Additionally, the concerns you raised about their size were not substantiated despite multiple requests for photos. While we respect your perspective, it seems the issues with your order may have stemmed from factors outside of our control, such as water parameters or acclimation procedures. We feel we went above and beyond to resolve your concerns and are disappointed by the subsequent PayPal dispute, especially as we had already issued a partial refund. Your PayPal dispute will actually result in you collecting more money than you paid for your iFISH Store order and we believe your efforts are sketchy at best. We value our customers and appreciate all constructive feedback, but we also stand by our policies and efforts to ensure customer satisfaction. We wish you the best of luck with your aquarium hobby in the future.

Response from The iFISH StoreOct 30, 2024

Hi Tim; Thank you for providing this feedback. We’re sorry to hear about the loss of your fish and understand how heartbreaking this is, especially when you’ve had success with previous purchases. We take the health of our fish seriously, following strict quarantine and health protocols before shipment. However, even with these precautions, illness can occasionally occur, especially when fish are introduced to a new environment. We’d like to help determine what might have happened, whether from potential tank-related factors or an unforeseen issue with one of the fish. Please reach out to us directly so we can work with you to investigate further. Your satisfaction and the well-being of your aquarium are important to us, and we’re here to support you in any way we can. Thank you for being a loyal customer, and we’re committed to finding a resolution for you.

Response from The iFISH StoreAug 21, 2024

Hi Amanda; Thank you for sharing your experience with us (via email and this review), and we genuinely regret to hear about the loss of your fish. We understand how disappointing this can be, especially after you took the steps to ensure they were quarantined before being added to your aquarium. We want to assure you that we take the health and well-being of our fish seriously. Unfortunately, there can be many variables that affect the health of fish once they are transferred to a new environment, and sometimes issues may arise that are beyond our control. It’s difficult to determine what the issue could have been without you providing the numbers for the water parameters that we requested. In our years of experience when they all start to perish at once, many times it is an issue with the water conditions. Especially if they arrived alive and healthy and were in a quarantine tank before adding them to your regular aquarium. Sometimes overdoing water changes can also throw off the balance of good bacteria. Clearly there are several factors that come into play here and without being hands on it would be difficult for us to know what the actual cause was. At the same time, we also checked for any reports from other customers that received fish from the same batch as yours and we've have had no issues reported. While our systems and processes are designed to minimize risks, we recognize that not every situation can be anticipated. We appreciate your feedback on the water changes and the measures your tank maintenance guy took. Moving forward, we suggest maintaining a stable environment and regularly monitoring water parameters, as these are crucial to the health of your aquarium. Please feel free to reach out to us directly at [email protected] if you would like to look provide more information and pursue this further. We are here to assist you and always try to find an amicable solution. Thank you for your understanding, and we hope to have the opportunity to serve you better in the future.

Response from The iFISH StoreAug 13, 2024

Hello Anthony; Thank you for bringing this to our attention. We're truly sorry to hear about the unfortunate situation with your tank, and we understand how distressing this must be. Ensuring the health and well-being of the fish we ship is our highest priority, and we take incidents like this very seriously. We conduct thorough health checks and quarantine procedures for all fish before they are sent out. However, sometimes, despite our best efforts, issues can occur. We do need to better understand what might have happened and we would appreciate the opportunity to review the situation with you in more detail. This can help us identify any potential causes, whether related to the new fish or another factor in the tank. We always hope that our customers will notify us at the first sign of ill health so we can address the problem immediately and possibly turn it around before it escalates in the tank. We weren't notified by you prior to you posting your review but hope you'll consider contacting us at [email protected] with additional information. We're certainly committed to ensuring the satisfaction of all our customers and heavily rely on them notifying us when there are problems so we can address the issue and find a resolution. Once again, we apologize for your experience and appreciate your feedback, as it helps us improve our service.

Response from The iFISH StoreAug 11, 2024

Hello John; We're very sorry to hear this. Especially since this is your second Koi order with us. We would have been happy to look into it for you if you'd notified us. If you would like to re-open this with us, please contact us at [email protected]. And thank you for your feedback.