CGTraderReviews of cgtrader.com

Reply from CGTraderMay 3, 2024

Thank you for bringing this matter to our attention. I really regret that you were frustrated. Your satisfaction is really important to us, and your description of the events falls out of line with the feeling of safety and security we try to communicate with our customers. Can you please share some specific details with our support team about your account and the problems faced during it? This would help me pinpoint the issue further and hence be of more help to you. The accusation of fraud is not something we take lightly. I can assure you that this issue will be taken up on a very high priority. Our aim is to redress your grievance and make sure you leave us as a happy person. Thanks a lot for your kind cooperation, and I hope to hear from you very soon.

Reply from CGTraderApr 19, 2024

Hi there, We are sorry for the inconvenience and frustration that might have caused you. We always try our level best to provide you with an efficient and transparent platform that will be of immense help and benefits to all 3D artists and sellers. It seems your case was related to the exchange format limitation, which is not a native model file and not related to model issue. An exchange format is a 3D model file format that is not specific to any particular application and is used to transfer files between applications. Native file formats are specific to 3D applications and are designed to hold all data, but most 3D programs also have the ability to export and import some exchange file formats. Exchange formats usually are limited and cannot support some of the features that are specific to a 3D application and their native formats. All exchange formats can usually hold the 3D model's geometry information, but other information such as textures, mapping, rigging, and animation might not be supported properly or on the same level as it is in the native format. Please note, that if model parts, details, textures or files are missing or not working properly due to exchange format limitations, it might not be covered by our Refund policy. When purchasing the model, please make sure to check what file formats are included, are those files are native or exchange files to the model and if they are compatible with your software. Please feel free to reach out to us or the designer (seller) if you have any doubts or questions about the model formats and compatibility before making a purchase. Our refund policy is designed to protect both the seller and the buyer, so it needs to be fair for both sides. We always issue a refund if the buyer did a mistake when buying (and did not download the files) or if there is anything wrong with the model (technical issues, missing or corrupted files, incorrect or confusing description), but we can't issue refunds if the model is working, matches the description and user has already downloaded the file.

Reply from CGTraderApr 12, 2024

We really regret the frustration you have been going through. We recently changed to a new payment provider in our efforts to support our sellers better with improved functionalities, faster payout time, more payout options and ensure that our payment processes are even more reliable. Please rest assured that our intention is to provide clear and meaningful support, not just generic responses. We are here to solve every problem, and we will be able to help you. So this is what we and the new payment provider are giving to the consumers, which the old payout system was not able to do. Your feedback is important in order to help us improve. We aim to make this right with you and all our sellers. Would you please get in touch with our customer service team to enable us to take this up further with you so that your earnings are accounted for? Thank you very much for your patience and bringing this to our attention. We are keen to ensure the best user experience, and we will.

Reply from CGTraderMar 18, 2024

Hi Char, I want to extend my sincerest apologies for the frustrations and inconvenience you've experienced with our service. I understand your concerns regarding our refund policy and want to clarify its purpose and the principles behind it. Our refund policy is designed in such a way that it should safeguard the seller and, at the same time, secure fairness and equity to the buyer. I understand your concerns regarding our refund policy and want to clarify its purpose and the principles behind it. Our refund policy is designed with the intention of protecting both the seller and the buyer, ensuring fairness and equity for all parties involved. We recognize that there may be instances where a purchase does not go as planned, which is why we always issue a refund if the buyer made a mistake when purchasing (and did not download the files) or if there is anything wrong with the model (technical issues, missing or corrupted files, incorrect or confusing description) However, it's also important to consider the rights and efforts of the designers (sellers) who contribute their work to our platform. Therefore, we cannot issue refunds if the model is working as described, matches the provided description, and the user has already downloaded the files. This policy ensures that the designers are fairly compensated for their work while also protecting the interests of our buyers. We are committed to finding a mutually satisfactory solution for you in every way, to ensure our future relationship will be one that is positive and fulfilling for you and for us. We are always committed to giving our customers the best services they can possibly experience. Once again, I feel really sorry for the inconvenience that you experienced. We take the feedback from our customers very seriously and value the opportunity that allows us to climb the peaks of perfecting our services. Thank you for letting us know about this.

Reply from CGTraderMar 8, 2024

Hi there, Thanks for your opinion regarding your experience with CGTrader. We are sorry for the inconvenience and frustration that might have caused you. We always try our level best to provide you with an efficient and transparent platform that will be of immense help and benefits to all 3D artists and sellers. Let me kindly explain a misconception about our payment system. In CGTrader, we never impose a charge over any payment transferred from our Company to Hyperwallet. This ensures, in effect, that there are no losses in terms of money through successfully completed or failed transactions via this payment channel. We are committed to ensuring that you get all your earnings in full, delivered to you safely. On the tax/royalty rate you have mentioned, please note that the commission structure includes support for the improvement and continuous operation of the platform that in turn helps in marketing your products, providing customer support, and developing new features for improved selling. We are committed to creating a thriving marketplace for 3D content creators. We understand the importance of every transaction and the impact it has on our users. If you have experienced issues with a specific transaction, we encourage you to reach out to our support team directly. We are always willing to advise you in any issue or doubt that may arise, leading us to obtain a solution that can satisfy your needs. Thank you once again for the valuable feedback. Your observations are really appreciated in improving our platform and services. Feel free to get in touch if you need further assistance or share more feedback.