Aquatraders.com Worst internet petshop ever!!!!!!! and the customer service is just as bad. Never been treated so unproffesional. San Bruno, California

This is the report I sent to the BBB in San Bruno California. I hope they can help me with this issue

Problem occurred 7/13/12. I purchased a saltwater tank light fixture. Got an e-mail saying item was ship 0n 7/12/12. After trying to track item showed not received by UPS. Contacted Aqua traders, Lady I spoke with said UPS failed to pick items up on the 12 and asked me if I wanted to cancel the transaction which I reply yes, and that I would order another light more suitable for my tank. She then say she'll need to talk to her supervisor to approve it and that the supervisor would call me back. I ended up getting a cancellation e-mail so I went back and order the light I needed. Since supervisor was suppose to call back and didn't
I decided to call the store back. A different lady answered my call and I requested to talk to the supervisor, she question me why, so I told her that my previous order was cancelled and I placed another order for the light fixture that fits my tank. Then she turned irate telling me I couldn't cancel the original transaction, that UPS was at the warehouse location at the time,that my package was already set to go. I tried to explain to her that it has been already cancelled by the previous representative I spoke with 30 minutes prior to that and she kept saying no, that she can call the warehouse and have it ship today. She kept interrupting me while I was trying to explain that everything was cancelled already yet she wouldn't let me get a word out. I told
her again, that order has been cancelled and that I had make a new order, then she reply I'am going to cancel your new transaction and not to order anything else from them. I asked her what was her problem, that I was trying to explain to her several times that the original transaction was already cancelled by their company and also received an e-mail from both, the company and pay pal which is the payment method I used to pay for the item. I requested to talk to the supervisor and she was verbally abusive telling me not to order anything else from them and that she will make sure my new order will be cancel by her,
which she did. I felt I was in a nightmare. I was nothing but polite. I went back and try to order the light fixture again but she must of did something to my account because when I put my e-mail address it wouldn't let me go past that giving me an error message. I ended up placing another order under a different email. I called back and spoke again with the first lady I spoke with.

I started telling her what happened, and she said yes it was cancel I did it.

Then I told her the way the other lady spoke to me an argue and cancel my second order. Then she replied a supervisor will contact me. I never heard back so decided to call again to try to speak with the supervisor. I guess they only have a couple of people working there because I spoke again with the first lady, the one that cancelled my transaction and ask her why the supervisor hasn't call me back, told her I contacted the BBB and they suggested to try to resolve this issue by talking to the supervisor, then she replied, no one is calling you back, if you wanna purchase this fixture to go someplace else, not to call them anymore. I asked her why, she was the one who offer to cancel the transaction then she got angry and told me not to call back.

I had my room mate call and ask to speak to a manager and she ask for his name and number and the supervisor by the suppose name Steve Met will call him which has not call either.

Purchased date was 7/10/12. The model # for the light fixture is 20" 72W (4x18W)T5 h*o Light fixture extended Series by Odyssea, order #59890 amount $54.90 payment method pay pal. then 2nd order that she cancel on me is order #60019. I printed all the orders #s from both aquatraders and paypal receipts of purchased and cancellations. Provide me your address and I will mail them to you or I can fax them to you, that way you have proof of everything that is on paper.I just now received another cancellation from the last order I made. I feel discriminated. All I want is what I attempted to order. It was your employee's suggestion that I cancel the original order and place another order for the light fixture that suits my needs. I never thought it was going to be like this. I was very polite, I hope you record your business conversations that way you can hear everything that went on. How disrespectful and unprofessional the staff you have working for you are. There was no reason
at all for them to speak to me the way they did, it was very unprofessional and if I was their boss  I will be shame of having them work for me. An excellent Customer Service is the key to a good businesses but for the experience I just had today, I have to think twice about the kind of business you are running.: I have a lot of information I would like to provide you regarding this issue. If I can just forward all the e-mails to this website address, Better Business Bureau oakland.tta@bureaudata.com with the
case #,will you be able to receive them and attach them to my file, there is too much and it won't fit on this window. Please let me know, either that or I can fax you or mail you the e-mails printed. I believe there is too much that you need to be aware of. after reading the company policies it doesn't make sense of what they did to me. Also I had my partner order the light fixture I want on friday 13/2012 and I believe they noticed is the same shipping address, even though is under a different name,and different e-mail address I believe they noticed is under the same shipping address and is been now 6 days, when their policy is 1 to 2 business after payment to ship the item and my partner hasn't received any tracking number, contacted the company and they say they didn't know exactly where the order is. I believe since my partner paid with Bill me later, a pay pal service, they are waiting for my partner to open a non receive item so they can cancel the order and reimburse the money, that way it doesn't look suspicious. We contacted pay pal and they say they can't make them ship the item, that if this does happen, they already have notations of my complaint and my partners also and they will investigate and there will be the possibility that Aqua traders will be removed from using their services. They are aware of me contacting the BBB and they are investigating to see if this
has happen to other people using their services. What they are doing is unethical and very unprofessional. Customers shouldn't have to go thru this, specially when we have done nothing wrong at all. I'll be waiting for your response. Once you are able to read the e-mails when supposedly they ship the item, which they provided tracking number, it was not ship. You'll understand
once you read the cancellations e-mail, why it was reimburse, you will notice that what they did was wrongfully done. I want justice to be done on this matter. And I hope you people can do that for me.