I spent £202.41 on two products from Fab marketplace. Both are broken and not fit for purpose. Fab support ignored my refund request for days. Epic Games Support refused to help. I missed a promotional sale because of their inaction.
I submitted a refund request to Fab support. They ignored me. For days.
I specifically asked for the refund as account credit because Fab’s sale was ending on April 20th. I really didn’t want to miss the sale.
Fab support never responded. The sale ended.
I contacted Epic Games Support on April 21st with a detailed explanation of what happened. I explained that Epic owns Fab and is responsible.
The support agent gave me a canned response: “We only help with Epic Games Store purchases.”
I told them again: Epic Games owns Fab. This is your marketplace.
They repeated the same canned response. They clearly didn’t read what I sent.
Then they closed the chat and told me to contact their legal department in North Carolina.
Not my email. But paper mail. They literally pasted their address.
Are you living in the 1900s?
Send ACTUAL MAIL across the globe, to a random office???
seriously that really annoyed me.
I tried to follow up via email to both support@fab.com and help@support.epicgames.com.
Both emails bounced. Delivery failed. The email system had a problem processing the message.
Their support email addresses don’t even work.
Fab sold me broken products
- Fab support ignored my refund request
- Epic Games Support refused to help and didn’t even read my complaint
- I missed a promotional sale opportunity because of their inaction
- Total loss: £202.41 (money I was given as compensation for other issues, which makes this worse)
This is not okay.
Epic games,
You own this marketplace. You’re responsible for the products sold here. You’re responsible for support.
When someone spends £202.41 on broken products, loses months of work, and asks for help before a deadline… you have to respond.
You didn’t. That’s on you.
You can’t hide behind “we only support Epic Games Store” when you own Fab. You can’t let support email addresses bounce. You can’t ignore customers and then act shocked when they escalate to regulators and their banks.
THIS ISN’T THE FIRST TIME
I’ve purchased from Fab multiple times. This is a pattern:
Purchase 1: Game template that downloaded as raw FBX and PNG files dumped into my project folder. Nothing worked. I had to fight for a refund. Eventually got it after persistence.
Purchase 2 Product advertised as having specific features. Didn’t have them. Support kept saying “our policy states it works as advertised” despite me providing evidence it didn’t. I had to fight again. Eventually got refunded.
Purchase 3 & 4 (this complaint): Two more broken products. Same runaround.
And before that, countless more. each report back providing screen shots and even the full crash.log showing what happened.
again. “OUR POLICY STATES”
Support uses this like a legal shield. Like their internal policy somehow overrides UK Consumer Rights Act 2015. It doesn’t.
UK law is clear:
- Products must be fit for purpose
- Products must be as described
- Products must be of satisfactory quality
When products fail these tests, you’re entitled to a refund. Full stop. No internal “policy” changes that.
That’s not customer service. That’s a system designed to wear you down until you give up.
Eventually I did receive an email back from Fab.
and this just added to mix.
I left a review, a honest one about one of the refunded products. The one that came with 1000s of raw fbx files and pngs with it and then didn’t work at all.
oddly enough Fab didn’t ask any further questions, they instantly refunded this.
but thats not where the story ended. nope.
"Your Post for “Souls-Like RPG Template” has been moderated for violating Fab Reviews rules for SPAM.
As a consequence we applied the following sanction(s): Your Post has been removed and will no longer be visible to the public.
We identified this violation and reached this decision using a combination of human moderation and automated tools. For more information about our content moderation practices, please visit our Safety And Security Center."
You may appeal this decision or pursue judicial redress. EU users disputing moderation decisions concerning Fab may also pursue an out-of-court dispute settlement by an appropriate out-of-court dispute settlement body. More information and an up-to-date list of certified bodies are available at the European Commission’s website: The Digital Services Act | Shaping Europe’s digital future
To file an appeal, please respond to this email and provide additional context that you think is relevant to the decision.
Thanks,
The Fab Team
The money I spent—£202.41—was compensation I’d been given after six years of dealing with serious mental health issues, depression, and anxiety. I chose to invest it in something creative, something that would help me heal and move forward.
Instead, I got broken products and silence.
Now I’m in a spiral. The depression is worse. The anxiety is back. My project—the one thing that was helping me cope—is destroyed. The money is gone. And the company that took it won’t even respond.
This isn’t just bad business. This is taking advantage of a vulnerable person.
Epic Games and Fab knew nothing about my situation, sure. But they also didn’t care enough to respond when I asked for help. They didn’t care that I had a deadline. They didn’t care that the money was important to me. They just… ignored me.
And now I’m here, exhausted, broken down, trying to fight back against a multi-billion-dollar company that won’t even read my emails.
and that’s that. Im done and broken. Im going to crawl into a hole because I dont know what else to do.