I am submitting a complaint regarding the repeated failures, refund obstruction, and consumer harm I have experienced through the Fab Marketplace over the past year. Across hundreds of purchases made for my game project since 2025, I have repeatedly encountered broken, incomplete, or falsely advertised assets. Many packs have been unusable due to missing files, corrupted downloads, or misleading descriptions. Each time, I have had to fight for refunds sometimes successfully, sometimes ignored despite clear evidence of product faults. The most recent incident involved the RPG Souls Template, which downloaded via Fab with nearly 4,000 assets missing, rendering it completely broken.
When downloaded directly via Epic, the same template worked perfectly, proving the fault lies with Fab’s download system. In addition to the technical failures, Fab Support has repeatedly ignored explicit refund instructions. In multiple refund requests, I clearly stated in both the title of the report and the body of the report that the refund must be issued as store credit, specifically to avoid missing sale prices due to ongoing issues with my payment provider.
Despite this, Fab refunded to the original payment method anyway. This is not a one‑off mistake. It has happened multiple times, even when I repeated the instruction in every field available. Fab has previously issued store‑credit refunds for me without issue, so their claim that “store credit can only be issued if the original payment method is unavailable” is inconsistent with their own past actions and does not justify ignoring my explicit instructions. This behaviour has caused direct financial detriment, including: Missing sale prices due to refund delays Being forced to repurchase items at higher prices Time wasted repeatedly correcting Fab’s errors I also emailed Epic Support before the sale ended, warning that my refund request was being ignored. No response was received until after the sale concluded the second time this exact pattern has occurred.
his appears deliberate and violates the UK Consumer Rights Act 2015, which requires timely remedies for faulty digital goods and prohibits practices that cause financial harm through inaction. I am therefore requesting: A full investigation into Fab Marketplace’s download, search, and refund systems. Compensation for the repeated financial and emotional harm caused by these failures. Assurance that refund requests especially those specifying store credit will be handled promptly and accurately.
Confirmation that Epic Games acknowledges responsibility for Fab Marketplace’s compliance with UK consumer law. I have retained extensive documentation of these incidents, including dated support tickets, screenshots, and correspondence showing ignored refund instructions, delayed responses, and defective downloads. I am prepared to provide these upon request. Please treat this as a formal complaint under UK consumer protection law. I expect a written response within 14 days confirming receipt and outlining next steps. extra:
A another incident occurred with(Superior RPG Kit).
The order total was £50.50 after sale discount. Upon downloading, the pack was not functional the camera logic was broken and worse, the entire pack was empty. There was nothing inside it, despite being sold as a “Superior RPG Kit.” I do not know whether this was caused by Fab’s download system or seller misconduct, but either scenario is unacceptable. I submitted a refund request immediately and explicitly asked for store credit before the sale ended, yet Fab ignored the request until after the sale concluded. This resulted in direct financial detriment, as I was unable to repurchase the item or alternatives at the sale price.
I also emailed Epic Support before the sale ended, warning that my refund request was being ignored. No response was received until after the sale concluded the second time this exact pattern has occurred. This appears deliberate and violates the UK Consumer Rights Act 2015, which requires timely remedies for faulty digital goods and prohibits practices that cause financial harm through inaction. If this matter is not resolved promptly, I will escalate it to UK Trading Standards, as the issues described constitute repeated breaches of the Consumer Rights Act 2015, including the supply of faulty digital goods, failure to provide timely remedies, and actions resulting in financial detriment. I will also seek guidance on further escalation through Alternative Dispute Resolution (ADR) channels applicable to digital marketplaces operating within the UK. I am prepared to submit all documented evidence, including screenshots, correspondence, and order histories, to support a formal investigation into Fab Marketplace’s conduct. Under the Consumer Rights Act 2015, digital content must be: As described Fit for purpose Of satisfactory quality Fab Marketplace has repeatedly failed to meet these obligations.
Additionally, the Act requires that remedies for faulty digital goods be provided within a reasonable timeframe and without causing significant inconvenience. Ignoring refund requests until after sale periods, failing to follow explicit refund instructions, and supplying corrupted or empty digital products all constitute violations of these statutory requirements. Furthermore, delaying refunds until after a sale ends may be considered an unfair commercial practice under the Consumer Protection from Unfair Trading Regulations 2008, particularly when the delay results in financial loss to the consumer.
Epic Games, as the operator of Fab Marketplace, is responsible for ensuring compliance with UK consumer law and may be held accountable for systemic failures within the platform. Timeline of Documented Issues with Fab Marketplace (2025–2026) 2025 Multiple purchases delivered with broken assets, missing files, or false advertising. Repeated refund requests required due to defective products. Early signs of download corruption and inconsistent asset delivery. First incidents of refund delays during sale periods. Late 2025 Search system begins failing to return owned items. Library search fails even with exact asset names. Refund requests ignored until after sales ended, causing missed discounts. Reports submitted regarding “suspect AI content,” stolen assets, and fake seller accounts. Early 2026 Continued supply of faulty digital goods. Defective asset reports submitted for packs that crashed on load or contained broken logic.
Fab Support begins issuing contradictory explanations regarding refund methods. Multiple incidents of refund instructions (store credit) being ignored. September 2026 Superior RPG Kit (Order ID A2609090039561516) delivered completely empty. Refund request submitted immediately with explicit store‑credit instruction. Fab ignored the request until after the sale ended, causing financial detriment. Email sent to Epic Support before sale ended no response received. Pattern of systemic failure now fully documented across dozens of tickets. Major incident: RPG Souls Template downloaded via Fab missing ~4,000 assets. Same pack downloaded via Epic worked perfectly, proving Fab’s download system was at fault. Increasing number of broken packs traced back to Fab’s delivery system. Second sale‑period refund delay, identical to the previous year’s pattern. im tired. im exhausted and im utterly sick of this. fix it.
