NO refunds or exchanges at Aqua Traders.
Beware.. if you go to Aqua Traders and you decide to buy anything, before you leave.
1) Make sure the item works.
2) Inquire as to what the policy is if the item fails.
3) Make sure you don't want to return or exchange the item.
4) If you are purchasing fish, make sure you exam them before you pay for them, I've bought fish from them and they ended up dying after a couple of weeks.
Also note that they do not return or exchange anything. It is like you are buying these items as is...
Customer Service is a Joke and Rude.
I called and asked them about the pump for their PS160 Skimmer as it was pumping inconsistently and did not have the needle wheel impeller they stated it had on their site. Well I was told I could get a new impeller for the cost of shipping by the very nice man I spoke to that day. I called and paid the shipping the next day and was told it would ship Friday, I called today as I had not gotten a tracking # or confirmation and the same person I talked to last week answered and said I never maid the payment, then she proceeded to tell me I was being rude when I was asking her why she never posted the payment last week, she then stated she wasn't the one who I talked to and put me on speaker and told me she was canceling out the ticket as I did not pay for shipping (I most certainly did pay it). She refused to transfer me to anyone else, first saying she was the only one there, then saying she won't transfer me because she didn't like me, then saying I'm putting you on speaker phone so everyone in the office can hear what your saying. How can you be the only one there and then say that!!?? If you want to get the best product for less price don't go here. I have had the skimmer running for only 3 months and the pump is not running correctly. Buy from someone else.
They don't stand By their product, I think I was calling China by the way as I could barely understand a word she was saying other then the I will cancel your ticket.
They are frauds and will take your money. Order elsewhere.
Update: 11/16/11 I called today to try again to pay for the shipping, apparently they do not send parts to people they don't like. The girl I spoke with yesterday (Sandy) locked my order and stated that I was yelling and screaming at her. I may have raised my voice but she was the one who told me she wasn't going to help a person like me because I am a b$%^&. Exact quote. Do not order from them their customer service is horrible and they will insult you when you catch them in a mistake. Their excuse was they are short handed. I have the time date and length of the call when I paid the shipping on 11/9/11. They refuse to honor their prior agreement. Do not use them for anything!
Watch out!. I recently ordered two Odyssea 20” 72W (4x 18W) T% HO Light fixtures from Aqua traders. My order came to the house relatively quickly (less than five days). When I took the lights out of the package, I was initially impressed with the sleek styling of the fixtures. Unfortunately that is where my enthusiasm ended. After closer inspection, I noticed the one of the bulbs in one fixture was not working and two bulbs in the other fixture were not working. I trying out swapping out bulbs in attempts to find out if the units just came with bad bulbs but I’m afraid that was not the case. I immediately e-mailed Aqua traders to get a RMA number so that I can exchange the fixtures for ones that work properly. I will update this posting after Aqua trader contact me
Terrible Experience!. Ordered several items online. Shipped UPS. Broken items took forever to get replaced. I had to pay second freight charge. No address for manufacturer of light. It burned up in two months. They would do nothing. I changed planes in San Francisco and visted them as they are only minutes from SFO.Salesman was very knowlageable and helpful until I mentioned I had problem for months. He then could not speak English hardly at all. Eventually with another as interpreter he promised to send replacement via UPS. It never arrived. Oh Yeah, Bye the way, I returned half an hour later and heard him speak fluent English to other customers. I did notice a huge pile of returned lighting hoods and wires and ballasts. So I know they have a lot of bad products out. I mentioned this experience to a larger store in the city and was told this is also Aqua Tech which wholesales. That dealer too had encountered massive problems. I now purchase name brand products with a guarrantee in writing and an address of where the item is made. I still change planes in SFO and might return.
Worst experience ever!.
Rude person on the phone.
NEVER answer emails!
I was hung up on dozens of times when i asked for either an exchange or refund.
I had to make a thread to put a hold on my credit card before they even STARTED the UPS damage claim. This was after a dozen calls.
Aquatraders is the worst company in the world! i would NEVER recommend anyone ever buying anything from them. It's not worth the time, it's not worth the savings and it's not worth the chance you will not have a problem.
Do some research there's 100's of complaints out there about them. i though ok what's the odd's mine will be bad also? and sure enough it was!
It's been 6 weeks now and i still have no product nor my money!
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