The iFISH StoreReviews of theifishstore.com

Response from The iFISH StoreJun 30, 2020

Hello Jesse; We are sorry that two of your fish perished. We checked on the shipping email issue that you mentioned. Our system automatically sends a shipment confirmation email when we fulfill an order to the email address the customer provides and it includes UPS Tracking information. Our records show that email was sent to you on June 22nd. There is a possibility that email ended up in your SPAM folder but not necessarily if you received our Order Confirmation Email on June 16th. As you mentioned and per our Live Arrival Guarantee policy, we are happy to provide a credit on a future order or a refund should some of the fish perish but we do not reimburse shipping costs or simply send replacements and cover the shipping fee. We make no profit on our shipping fee and the reality is that the fee you paid was, at a minimum, used to ship all fish in the order; 17 of which survived and we assume are doing well. We hope you understand our policy and thank you for your feedback.

Response from The iFISH StoreJul 1, 2020

Hello Pasakorn; We're sorry the delivery time was longer than expected. We have been steadily catching up with our typical delivery time after navigating our way through business challenges during the COVID issues businesses are facing. We did promise you an additional fish because of the delay and we apologize for that oversight. We would like to include an additional fish on your next order. You purchased a nice selection of Discus and we hope they are doing well. Please be on the lookout for an email from us about the additional fish on your next order. Thank you for your feedback and your business.

Response from The iFISH StoreJun 23, 2020

Hello Jeff; We are sorry that your Discus developed Ich after 2 days. Ich is a bit of a silent menace and can be present on any fish or in an aquarium without you seeing any symptoms appear on the fish. Stress is the main factor in ich eruptions and in this case, it may be from the stress of shipping, their environment, tank parameters or their tankmates. We closely inspect all the fish we ship and in our tanks to weed out any indication of ich. So upon shipping, we saw no evidence of Ich. Nevertheless, it’s not an impossibility that one could be asymptomatic until stressed. Just for reference, we keep our Discus at 82-86 deg F. We assume you have your other parameters under control. Treatment with a standard Ich medication which typically lasts 3 days but can be continued for 1 week if needed should clear it up. We are sorry this was your experience and hope the treatments return your established tank to optimum conditions.

Response from The iFISH StoreJun 16, 2020

Hello Joan; We’re sorry to hear that only two of your six tetras survived. Tetras are typically very hardy fish and we would like to look into this further with your assistance. We have a Live Arrival Guarantee but it sounds like your tetras perished after they were acclimated in your tank. If you are open to it, we can open communication with you on why this happened. If you are willing to email us at [email protected] the following information we can take a closer look at the root cause: appearance/behavior of fish upon arrival and after acclimation, tank parameters, tank mates and feeding schedule. Our goal is to avoid this happening again in the future and hopefully rectify the situation so you are confident in buying from us again. We hope you choose to provide the requested information and open communication with us.

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 StoreMay 5, 2020

Hello Damiana; We'd like to open communication with you and hear more details to see if we can help rectify the situation for you. We'd like to know more about the behavior and condition of the Goldfish shortly after acclimation, tank parameters and tankmates. If you are willing to provide this in an email to [email protected] we can look into this further. Please consider contacting us. We'd genuinely like to help you.

Response from The iFISH StoreMar 19, 2020

Hello Mark; We're sorry this was your experience with us. A few notes of explanation from our end and a note on how this resulted in you seeing the bagging that you did. Quarantine: We quarantine all the fish marked for shipment a minimum of 24-48 hours and then they are shipped out the next Monday, Tuesday, Wednesday or sometimes Thursday (depending on your location) - whichever comes first. During the quarantine period, the fish are fed up to the final 12 hours prior to shipping to ‘clean out’ their digestive system and limit their ability to soil the water. This lessens the chance of fish dying in transit due to poor water quality. Also, it may have taken a week to receive your fish, however, that doesn't mean they were quarantined for a week. At the most they would have entered quarantine on a Wednesday and then shipped on the following Monday. Nevertheless, they would have been fed up until the final 12 hours in quarantine. Packaging: The packaging procedure you see on our site is the procedure we have been using for years. We double bag with the first bag being filled ~25% with aquarium water containing methylene blue to prevent bacterial growth. We then fill the remainder of the bag with oxygen and it is tightly closed with a rubber band. We then put the double bagged fish upside down into a third bag resulting in a triple-bag scheme to contain potential leakage and provide extra protection, durability and longevity. Multiple bagged fish are then secured together with plastic wrap to ensure added stability during shipment. Here's the glitch which caused your bad experience. The above procedure is one we've been using successfully for years and believed it ensured a very safe and healthy environment for the fish we were responsible for packaging and shipping. However, most recently, we were evaluating new, more automated packaging equipment and did several beta tests on shipments to evaluate the method. Our conclusion was it is not a reliable and safe methodology and rejected adopting the equipment and procedure. We have immediately returned to our established and reliable methodology as is outlined on our site but unfortunately, you saw the results of one of our beta tests which was not good. We apologize for the bad experience you had with us and thank you for your honest feedback. All this being said, in order to rectify the situation, we would like to offer you a credit on a future order worth the full value of the fish that you purchased. We will be sending you an email outlining all that was stated here. We sincerely hope that you will give us another try and experience our established packing/shipping procedure. As you mentioned, the value of our fish is exceptional and shipping is fast. We hope to count you as a recurring customer in the future. And again, our apologies for the packaging mishap.