The iFISH StoreReviews of theifishstore.com

Reply from The iFISH StoreDec 4, 2019

Hello Heather; We're sorry you were disappointed in your experience with us. We'd like to take the opportunity to clarify the events as they unfolded from our end. You had placed a large order for several Discus, a Pleco and Bumble Bee Catfish on Monday evening, November 18th. We quarantine all fish for 12-24 hours prior to shipping. We ship on Monday, Tuesday or Wednesday, whichever comes first following quarantine. Your fish would not be ready for shipment by Wednesday so the were scheduled for shipment on the following Monday. When we were removing the Bumble Catfish from quarantine for packing that Monday we did not approve of their general behavior or health. All of the other fish in your order were in perfect condition and ready to be packed. Unfortunately, we did not have any other Bumble Bee Catfish ready to leave quarantine or any in stock at that point to place in quarantine. We clearly did not anticipate having the Bumble Bee Catfish we had quarantined for you to take a downturn. Attempting to accommodate you as best as we could, we then called you and asked if you'd like something other than the Bumble Bee Catfish so we could ship your entire order that day. If you didn't, we simply would have either given you a credit on a future order or a refund for the catfish. Your request was to cancel the entire order which we gladly did. Again, we are sorry you had this experience with us and hope you'll consider giving us another try. We genuinely didn't wait a week to call you. We were following our standard of Quarantine, Inspection, Packing and Shipping Schedule and this is where the one-week timeframe came into play.

Reply from The iFISH StoreDec 2, 2019

Hello Arthur; We are disappointed in the way this transaction has played out. We take great care in preparing and packing our fish for shipment and place confidence and our reputation in the hands of UPS when we release them for shipment via UPS Next Day Air. It's extremely unfortunate that UPS was the cause of the delayed shipment in both of your orders to your location in NY. What's yet more disappointing is that you originally gave us a 4-star review citing the following: "Shipping and packaging very thoughtfully and professionally done; their Discus are a very hardy stock. The first Discus I got here got tied up in shipping for about 65 hours due to weather and the fish arrived ice cold - yet today it swims around my tank, happy and healthy. Very beautiful and reasonably priced Discus as well. A man named Frank stayed in touch throughout the process which was comforting." You went on to acknowledge the unreliable service from UPS in your location. How we went from that 4-Star review to this edited 1-Star Review is a bit boggling. You even went as far as to accuse us of not shipping your fish in the second order and we responded with a shipping verification from UPS. To now rate us with a 1-Star with a two word comment of "Incredibly unreliable" is quite unfair. We worked very closely with you and provided as much assistance as possible. We think some of your frustration should be aimed at UPS. We certainly provide our grief to them from this end but when our shipment leaves our facility they are in control. We are very sorry this has happened and wish we were able to appease you. That's very difficult to do when UPS is at fault here. We would just like you to know that we carefully packed your order for safe travel to your destination via UPS Next Day Air like we do the thousands of other orders we process. And we gladly replaced the fish that UPS' faulty delivery caused to perish. We did the best we could to make your experience with The iFISH Store a good one.

Reply from The iFISH StoreNov 20, 2019

Hello Max; We really need to provide a thorough view of the events as they unfolded here. You had ordered one Red Oranda Goldfish on November 1st. You included no additional notes on where you wished the package to be delivered at your home. After our standard quarantine prior to shipping, we shipped your Goldfish on Monday, November 4th via UPS Next Day Air to the address provided and we sent a shipment notification email with tracking information to you that same day. We were notified that your shipment was delivered by UPS on Tuesday, November 5th. On Thursday, November 7th you called us asking where your fish were. When you called, we suggested that we launch an investigation from both sides. When we checked on our end, our records indicated that the shipping notification was sent on Monday, November 4th and we had electronic verification from UPS that your fish were delivered on Tuesday, November 5th. On your end, you relayed to us that once you rechecked your emails, you found the shipment email from us so you, in fact, were not aware they were being delivered on Tuesday and did not check around your home for the package until Thursday when you discovered the unopened shipment email. This is when you discovered where the package was placed by UPS. We in no way, shape or form were being argumentative, trying to shift the burden of locating the package on you or were being deceptive. On the other hand, you were extremely argumentative on the phone and even after we offered a refund or replacement, you continued to be abusive. At that point, it wasn't clear what was going to make you happy about the entire transaction. Nevertheless, we went ahead and issued a refund. We take great pride in our Customer Service efforts and spend a lot of time on the phone, emailing and messaging our customers to maintain good communication and making sure our customers are pleased with doing business with The iFISH Store. Most important of all, we take great care in the health and welfare of the all the fish we ship, using exceptional shipping/packing procedures and maintaining a close relationship with our carrier of choice, UPS. Quite simply, the facts behind your order are that: (1) you did not check your email for our shipment notification, (2) if you preferred that UPS drop off the package in a better location at your home, you did not include that in the Notes section of your order and (3) you were quite disagreeable and aggressive in your phone conversations with us as we tried to work with you. We are very sorry this played out in this manner and at the same time believe we tried to help you to the best of our ability as a responsible online retailer.

Reply from The iFISH StoreNov 20, 2019

Hello Shirley; Just to clarify the cause for the delay, you had ordered a Red Oranda, a Red Cap Oranda and a Red and Black Oranda. We emailed you to explain that we had the Red and Red Cap Orandas you had ordered. We did not have a "bad batch" of Red and Black Orandas. The situation as we explained was that the few Red and Black Orandas we had left, at the time of processing your order, showed a high level of black in coloring and we wanted to wait until our next batch came in so that we could provide you with one that had a better red/black coloring. Our goal was to provide you with a nicely colored Red and Black Oranda. We didn't have a "bad batch" in any of the varieties that you ordered and we take exception to how you've chosen to word your review when we were simply trying to provide you with an exceptional selection of Orandas. Your order was placed on October 30th and you received your goldfish on November 14th. Yes, there was a delay that we attempted to explain was due to us wanting to hold the whole order until our next batch of Red and Black Orandas arrived to ensure you would be happy with the coloration. In the end, we are very sorry you were not pleased with your experience with The iFISH Store.

Reply from The iFISH StoreOct 10, 2019

Hello Ruffinette; We're very sorry to hear your Plecostomus died within 5 days. Even though we have a Live Arrival Guarantee we still would like to hear from any customer that experiences a perished fish within a few days after acclimation. We typically look further into the behavior and appearance of the fish, tank parameters and tank mates to help pinpoint the cause. We prefer to work with our customers to ensure a positive outcome. If you are inclined to provide us with more information, you may contact us at 516.524.6423 or [email protected]. We thank you for your feedback and hope we hear from you on the details of the Pleco.

Reply from The iFISH StoreSep 26, 2019

Hi Chris; This doesn't sound good at all. When this happens, we like to work with the customer to understand more about the tank parameters, tankmates and the behavior/appearance of the fish upon receipt and after. You ordered a Rasbora, Pleco and Guppies and it's unusual to have 3 different species of fish die in such a short period of time. We'd really like to know more about the situation. We do like to work with our customers in prepping their tanks and maintaining a healthy tank once they acclimate their fish. We encourage all customers to communicate with us so we can avoid these experiences and ensure that there is a positive outcome. If you are so inclined and would like to provide more information on tank parameters, tankmates and the behavior/appearance of the fish, please email us at [email protected]. We'd be happy to help determine what exactly went wrong in this situation. Thank you for your feedback and we hope we hear from you!