The iFISH StoreReviews of theifishstore.com

Response from The iFISH StoreAug 11, 2024

Hello George; Thank you for the feedback. In looking into your order, you actually ordered and we shipped 9 fish (8 Central American Cichlids and 1 Pleco). Our system has recorded that you were sent an order confirmation email on June 11th and a shipping confirmation email on June 24th. Are you claiming there was no communication from us because you believe you contacted us about the perished fish? We have no record of communication (via phone or email) from you to report anything about your order. If you would like to look into this further with us, we can start with verifying all contact information and go from there. Please consider emailing us at [email protected] so we can at least begin by verifying your proper email address. Oh, and by the way, we are under the same management we've had for the past 25+ years. Not sure what you're comparing it to since this was your first order with us. It does sort of beg for us to ask if you are perhaps confusing us with another online fish store that you use? Whatever the case, we appreciate your input and your business and would be happy to look into this further with you.

Response from The iFISH StoreJul 28, 2024

Hello Ray; We're sorry to hear your African Cichlids perished. The last we heard from you was when you had received them and they were being acclimated. But it sounded like you didn't notice any problems with them at that point. We wish you had contacted us when you began to notice a decline in their health or behavior so we'd have an opportunity to work with you and turn the situation around. We're sorry this was your experience with us. We hope you'll consider giving us a try again in the future and please know that we are always here to assist our customers with any problems.

Response from The iFISH StoreJul 25, 2024

Hi Jenny; We're a bit confused about your review. After you received your order from us, you sent us an email that said: "I just wanted to thank you, and compliment you on the quality of your fish. I had placed an order from your site, and from another site the same week early this month, and the fish from your company were far better quality and much bigger than the other company!!! None of the fish from your company have died, but from the other company I had half of them die and they were only about 1 inch not the 2.5-3" that I ordered. Your fish are thriving and growing fast! Thank you for producing quality fish!!!! I will absolutely be ordering again!" Is your review meant for the other company that you ordered from?

Response from The iFISH StoreJul 17, 2024

Hello Eli; We're sorry to hear that you were not pleased with all aspects of your order from us. With respect to the time it took to receive your order, you had placed the order on May 31st and it was delivered to you on June 5th. The total time from order placement to delivery was less than 3 business days which is well within the 7 -10 business day timeframe that we quote on our site. Granted, there was a one day delay by FedEx since your order was due to be delivered on June 4th. However, we were quick to notify you by email of the anticipated delay and reassured you that we pack our fish with enough air to last a couple of days and have a Live Arrival Guarantee. We requested that you please let us know if there was any issue with their condition once delivered. Even if they look stressed, we asked that you continue to follow through with the acclimation process. If your fish did not recover or were "sick" as you suggested in your review, we would have liked for you to notify us immediately so we would have the opportunity to address the problem and correct it. We are genuinely sorry you did not have a better experience with us. We did the best we could in this situation and only wish you had contacted us.

Response from The iFISH StoreJan 2, 2024

Hi Stephanie, We’re very sorry you’re experiencing this with the 4” Discus you received from us. There are a few things we’d like to share: (1) You notified us by email of the situation on December 25th after receiving the Discus on December 12th. If the fin appeared tattered when you opened the box, we would have preferred that you immediately captured a picture and sent it to us at that time. We would have been able to address it very quickly. However, you didn’t notify us until 13 days after by email with no photo attached. We replied by email on the 26th asking for more detail (water parameters, acclimation method, tank size and other tank mates) and when we received no response, we resent the email on the 28th. There was no reply to either email from us and then we saw this review. We always recommend to any of our customers on our site and in the Acclimation Guidelines document we enclose with each shipment, to contact us immediately if any problems are detected with the fish. We wish you had given us the opportunity to work with you on the day you received your Discus. (2) For the record, every fish we ship undergoes a thorough visual inspection before it is packed for shipping. We believe we would have detected fin rot on a 4” Discus. Fin rot is a bacterial disease which occurs due to bad water conditions and we certainly would have seen it in the other Discus in our Adult Tank as well as during Quarantine. If for some reason, the fin was damaged during the overnight shipment to your home, once again we would have preferred that you contacted us as soon as you unboxed the Discus and observed the damaged fin. Unfortunately, we’re at a point where we can’t, with great confidence, say the fin rot did not develop in the ~2 weeks it spent in your tank whether from acclimation method, water conditions or aggressive tank mates. We’re sorry this isn’t what you want to hear but genuinely wish you had contacted us immediately on December 12th.

Response from The iFISH StoreJan 2, 2024

Hello Leah; Twelve Cichlids dying within 24-hours of acclimation is a bit shocking and we have so many questions since you didn’t alert us to any problems after you received your shipment. We highly recommend to all of our customers to contact us immediately at the first sign of any health issues after they receive and/or acclimate their new fish. The Cichlids you received were in our stock inventory in treated tanks for a few weeks and then placed in quarantine prior to shipping. We visually inspect them prior to and after quarantine and as they are being packed for shipment. Our operational notes show no 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 tankmates. 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 StoreNov 28, 2023

Hello Roselene, We’re very sorry your Cichlids perished. We would have liked the opportunity to work with you when you first observed signs of ill health. We’re not quite sure what the exact timeframe was that they perished after you received them but If you’d notified us we may have been able to recommend treatment, advise on tank parameters and tankmates or offered another course of action to rectify the situation. We certainly would like to know how the fish appeared and behaved upon receipt and once acclimated as a start. We are always more than happy to work with our customers if they are having difficulty with the fish they received from us. We are sorry this was your experience with us and wish we had the opportunity to look further into the situation.

Response from The iFISH StoreNov 6, 2023

Hi Jessica; We're very sorry to hear this! You have been a customer of ours for a couple of years now and we know in the past our Discus have done well in your aquarium(s). This most recent order is perplexing. Were you able to get a hold of anyone on our end when you first spotted a problem with this batch of Discus? We'd really like to get further details from you to understand what happened. Would you be willing to contact us at [email protected] and let us know what you had observed with the Discus and your other fish on this order? Thank you!