The iFISH StoreReviews of theifishstore.com

Response from The iFISH StoreMay 18, 2019

Hello Meisha; Thank you again for voicing your feedback. And we are happy that our TrustPilot service offers you the opportunity to do that. With that being said, we are having a bit of a challenge addressing your ever changing updates and resubmissions of your reviews. With respect to this most recent post, we really need to object to your statement that the water the fish arrived in was “filthy and disgusting and smelled terrible”. We take great pride in our shipping/packing procedure and invite anyone to view exactly how that is done at www.theifishstore.com/pages/how-we-pack-live-fish-for-shipment. We really would have preferred that you had taken a photo if you felt that strongly about it and contacted us immediately. We have yet to ever receive a report of the water being in that condition...particularly since the fish are shipped via UPS Next Day Air and we take such precautions in packing them. As a side note, the water coloring that you see is from the methylene blue that we add to prevent bacterial growth and is standard procedure in shipping live fish. With respect to the ich, we thoroughly inspect our fish when we receive them and prior to shipping. We also treat our tanks to prevent/cure ich. It’s always difficult to hear that our fish were received with ich and difficult to pinpoint the cause. But, regardless, we always offer to rectify the situation. You have really been quite unhappy with us from the moment you placed your order and we have been extremely diligent in trying to address each and every issue you raised along the way, including voicemails when we could not reach you and telephone conversation when we did make contact. As stated in an earlier reply we left on one of your earlier reviews, we would have been more than happy to offer you a full refund at any point in the process. But you did not accept and wanted to continue. So now we are at the point where you are not pleased at all with your fish and we will say once again....can we offer you a refund to finally rectify what you feel has been a poor experience with us? We will send you an offer for a refund via email to ensure that you receive it. We truly tried our best to make your experience with us a good one and are sorry that we couldn’t seem to accomplish that for you.

Response from The iFISH StoreMay 18, 2019

Hello Krystal; A couple of things here to help rectify this situation. First, we take extra care in packing fish for shipment and are always alarmed to hear that the water leaked out of the first bag (we triple bag). We are in continuous improvement mode on our packing procedure and would like to know if you can clarify when you mentioned the fish arrived “with hardly any water”. The shipping bag should be 2/3 filled with water. We’d like to know if it leaked out or your saying the bag was not at least 2/3rds filled. Second, we’re sorry to hear that two of your fish perished and you mentioned the others aren’t doing well. As for the ich, we inspect all of our incoming fish upon arrival and before shipment. We also treat our tanks to prevent/treat ich. So it’s always difficult to hear when this happens and try to identify how it happened. All this being said, the bottom line is that you are not happy with your order and we’d like to address that. We are going to send you an email and would like to know the status of all the goldfish you received so we can supply you with a credit toward a future purchase or a refund. We want to rectify this situation the best way we possibly can. Please look out for an email from us and you only need to reply to that to give us an update and let us know if you’d prefer a credit or refund. We’re very sorry you experience with us was not as expected and genuinely hope you’ll give us another try.