Shocked with how bad Fab support is

Distribution UE Marketplace
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I have spent alot of money over the years on the old epic marketplace and Fab. I rarely request for a refund. I have had quite a few subpar assets from the marketplace that I’ve just had to bite the bullet.

One assest I requested a refund for was completely broken, and they said they had tested it and could not replicate the issue. But as a “one off I could get refunded” Thing is, the seller eventually got back to me and advised that it was indeed completely broken and not usable. So did they even test it? Or was it a blatant lie?

Recently I spent close to.£200 on an asset and its just not fit for purpose. I recorded a 30min video.of constant faults and it did not in anyway match what was described on the marketplace. I sent an email last Friday and got a generic response - probably automated saying contact the seller. I did, seller agreed to a refund, emailed Fab back and never heard anything, sent them another ticket and still heard nothing. It’s coming on a week.

The experience I’ve had is appalling. Im a paying customer and received poor assets from their marketplace and I’ve been lied to, made to feel like im in the wrong and ghosted.

Never again. I will never buy an asset of any kind from Fab. It’s the worst customer service I’ve ever had. Do they not care about quality or their customers? I think not.

So very annoyed.

1 Like
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I’ve had a few bad experiences also. I don’t think the QA team knows what they’re doing.

My advice is to make sure you know what you’re getting before buying. Check for reviews etc. There’s a lot of garbage on there.

I recall getting one thing that was supposed to be ‘scifi materials’. But it was just a bunch of EXTREMELY high poly meshes ( like millions of tris for a small flat plane ). I pointed out to support that a high poly mesh is not a material, and also got the ‘well, just this once, there’s nothing wrong with it’ response :rofl:

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Hi there,

First, thank you for taking the time to share this detailed feedback. We’re really sorry to hear about your experience.

What you’ve described is not the experience we want anyone to have, and it’s not acceptable. We understand how frustrating it is to spend money on assets that don’t meet expectations, and even more so when the refund process feels unclear, inconsistent, or unresponsive.

We will be investigating the situations you described, both the previous refund case and the recent ticket, to better understand what happened. We’re also going to work directly with the team to review and improve the process where needed to help prevent experiences like this going forward.

Thank you again for raising this.

Fab Support

1 Like
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Thank you @FabSupport86 :slight_smile: