The iFISH StoreReviews of theifishstore.com

Response from The iFISH StoreOct 11, 2023

Hi Mindy; Based on the information you provided us on how you acclimated your new fish, we firmly believed it stressed them which ended in them perishing. We would have preferred that you followed the Acclimation Guide that we provide with our shipments. It’s extremely critical to acclimate them to your tank parameters by slowly introducing small quantities of your tank water as outlined in our Guide. You relayed that you allowed the closed bags to float in your tank for a period of time and then released the Gouramis into the tank. This only accomplishes acclimating them to your water temperature and not the other water parameters, such as pH, Nitrate, Nitrites and Ammonia, in your tank. We also advised to always have a test kit on hand instead of relying on a pet store. This way if your parameters change you can make the proper adjustments. Based on the pictures you provided and our years of experience, we believe the fish were stressed by being introduced so quickly into the tank without gradual exposure to all the water parameters. This weakened their immune system and made them more susceptible to disease, the source of which could easily be dormant in any tank until it has the opportunity to latch onto a weaker immune system. All of this occurred after ten days of residing in your tank. There was no report of the Gouramis appearing in ill health or stressed when they were delivered. We try the best we can to assess these situations on an individual basis by collecting as much information as possible from the customer as well as how the fish from that particular stock appeared and behaved after residing in our tanks for a few weeks, after leaving quarantine and then again upon packaging and shipment. In the end, we’re sorry your experience with us was not a better one but we stand behind our assessment of the situation.

Response from The iFISH StoreOct 10, 2023

Hello Igor; We really wish we had the opportunity to assist you with this at the first sign of ill health in your Discus but we had not heard from you. We wonder what their condition was when you received them, how well they acclimated, your tank parameters and their tankmates. We always like the chance to try and determine the root cause when any of our fish perish so we can work with our customers to rectify the situation. We’re sorry your experience with us wasn’t a better one and we simply encourage all of our customers to contact us immediately when the fish we shipped are not doing well or perish.

Response from The iFISH StoreAug 24, 2023

Hi Paul; We apologize for the delayed response in informing you that we ran short on our Flame Dwarf Gouramis to complete your whole order. Since we have a large turnaround on our stock, we rely heavily on our suppliers to fill our inventory consistently throughout the week. In this case, the Gouramis we expected to receive from them to replenish our inventory did not arrive. We had hoped that they’d be available in the next shipment so we could fill your order and unfortunately, they were not…again. This was the reason behind the delay in contacting you. We apologize for the inconvenience this caused you and we were happy to refund the whole order as requested. This type of supply chain issue happens pretty infrequently but we’re sorry you were caught up in it. Hopefully, you will consider giving us another try again in the future.

Response from The iFISH StoreAug 6, 2023

Hello Kristen; Thanks for your feedback. When we’re given a 1-star review, we really want to understand why (beyond the observation that the fish perished) so we can use what we learn to improve our business. However, the limited scope of the information you provided doesn't allow us to do that. Do you have any further insight as to the root cause for the koi perishing? 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) on your end, your pond conditions (water parameters, pondmates), feeding schedule and 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. In the end, we are sorry the koi perished and wish your experience with us was a better one. 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. Addendum: Thanks for the update, Kristen. We typically would start with a few more details which we can follow-up in direct communication with you. For example, we would typically start looking further into these things: (1) How did the koi appear upon arrival, (2) Did you perform the acclimation as outlined in the enclosed document we send with our shipments and (3) What are your specific water parameters? If you’d like to open up this discussion further and provide this info to us at [email protected], we can look into it further. Thank you!

Response from The iFISH StoreJul 31, 2023

Hi Jared; We see you are still upset. But the fact remains that we have a copy of your request when you placed your order, verification of what was shipped to you as well as the email you sent after receiving our shipment. And as much as we dislike calling you out on this, it was by far the rudest, expletive-laced email we’ve ever received and take exception to your accusations that we are scammers. We were reluctant to answer an initial email that was so combative, threatening, inaccurate and honestly, unhinged. Were you aware that younger female plecos have no nose bristles and as they mature, the adult female Bristlenose will develop “bristles” but will only occasionally appear around the edge of the chin? We understand how the mistake in identifying the few female Bristlenose Plecos you received as Common Plecos can happen. So it’s important for us to see the photos of all of the received plecos you were referring to which we’re not attached to the original email. As we stated in our reply to your previous posted review, you enclosed a note with your order requesting that "some" of the 7 Bristlenose Plecos that you ordered be females. We in fact included almost an equal mix of females and males. If you’d like to hit the reset button, submit the photos to us at [email protected] without the expletives and threats, we will be more than happy to reply and work with you. Until then if you wish to keep reposting the inaccurate accounts of your situation here which is quite unfair to us, we will have to continue to reply here.

Response from The iFISH StoreAug 1, 2023

Hello Ralph; Thanks for leaving this feedback. We take all of our reviews seriously and when we are given a 1-star review, we really want to understand why so we can use what we learn to improve our business. However, the limited scope of the information you have provided doesn't allow us to do that. Do you have any further insight as to the root cause for the catfish perishing? 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 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. In the end, we are sorry the catfish perished and wish your experience with us was a better one. 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.

Response from The iFISH StoreJul 27, 2023

Hello Andrea; We’re sorry you weren’t happy with the koi but we’re a bit confused about your feedback. You had ordered a Gold Ogon Koi which is what we shipped to you. Our site lists them as “Gold Ogon Koi” and provides a picture we took ourselves from our inventory to display their size and coloring. “Ogon”, meaning gold, belongs to the Hikari Muji group of koi. An Ogon has a solid-colored metallic appearance from silver to gold. We don’t reference “yellow” or “lemon” koi anywhere on our site. Again, we’re sorry you’re displeased with your koi and aren’t sure what your expectations were when we provided you with a koi you had ordered and accurately listed on our site.

Response from The iFISH StoreJul 26, 2023

Hi Garrett; We’re sorry to hear that your Cichlids perished! We do quarantine all our fish before shipping and do a visual inspection as each one is selected and packaged. We would not risk shipping a fish that showed visible signs of ick. Our fish are kept in tanks that incorporate a 300 watt UV light as part of our filtration system to kill any bacteria. We take all ich reports seriously and once we receive one we immediately check our tanks and orders that were shipped from the same batch to see if there have been other reports. In this case, there have been no other reports. Ich 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 ich is very treatable and we could have worked with you on a treatment plan to work toward a more positive outcome. We’re very sorry your second experience with us did not go so well. We hope you will be willing to give us another try in the future and know that we are here to assist when you run into these issues. We always hope for the opportunity to work with the customer on addressing the problem in a timely manner.