CGTraderReviews of cgtrader.com

Response from CGTraderAug 22, 2024

Thank you for taking the time to share your feedback. I’m truly sorry to hear about your negative experience, and I appreciate the opportunity to address your concerns. We understand how frustrating it can be to encounter steps in the process, such as the registration requirement. Our intention is certainly not to mislead or inconvenience our users. We have the registration step in place to ensure that we can provide you with ongoing support and updates for the models you download. However, I completely agree that this should have been communicated more transparently from the outset. It’s worth mentioning that registration requirements are quite common practice across many digital marketplaces. In fact, many platforms do not offer free models at all. We aim to provide value to our users by making certain models available for free, and registration helps us ensure the quality and continuity of our service. Your feedback highlights an area where we can improve, and I want to assure you that we’re taking it seriously. We are actively working on making our process clearer and more straightforward to enhance the user experience. Thank you again for bringing this to our attention.

Response from CGTraderJul 30, 2024

Hi Areno, First and foremost, we are deeply sorry to hear about the issues you’ve encountered. We are committed to addressing your concerns thoroughly and transparently, and we want to assure you that we will do everything in our power to resolve them. I also wish to emphasize that if you have any issues, please first contact us via our support email or help button on the site instead of contacting PayPal since they are a third party. In the past, you had contacted our support team regarding an issue with purchasing a 3D model and an issue with your account, but why haven't you contacted us regarding this issue ? Our support team does not take any side and reviews all cases as an independent party, and I think you can agree with this since earlier, when you purchased an item that had a misleading description, the refund from our side was issued right away. As for this case we see that with this order you purchased 33 items in June, and all models were downloaded the next day by the same device that was used for purchasing, which confirms that your statment is not true (there was no "internal error" since purchased items were opened right after successful payment and files were reachable to you since you have downloaded all of them). This was also confirmed by PayPal as a 3rd party. If you have any issues with our site please contact our support and we will do everything we can to help and solve any misunderstanding or issues that could occur.

Response from CGTraderJun 11, 2024

Thank you for taking the time to share your experience. We genuinely regret to hear about the issues you’ve encountered, and we want to address your concerns thoroughly and transparently. I assure you that we are actively working to determine the cause of this unauthorized transaction. It’s important to clarify that all our payment processes are securely handled by our payment provider, and we do not store your credit card details on our servers. This means that your card information is not held by us, reducing the risk of theft or misuse directly from our platform. Our support team does not operate around the clock, which can sometimes lead to a slight delay in responses. However, in your case we have responded within the timeframes stated in our support policies. Regarding the “load of models” you mentioned, we have checked that the purchase in question was a single individual item. It appears there might be a misunderstanding or an attempt to exaggerate the situation, which we aim to clarify and resolve fairly.

Response from CGTraderJun 11, 2024

Thank you for bringing this to our attention. We are truly sorry to hear about your recent experience with our service. First and foremost, I would like to indicate that our system doesn’t deduct any fees from the transaction if sent from our website directly to Hyperwallet. Whether or not the transactions go through, we take no extra charges for transfers. It seems, by what it looks like, there may have been confusion from your side. We are committed to ensuring a positive experience for all our users. In that respect, we would like to look into your case more personally and get a good insight into how this happened. We also want you to reach out to our support team directly via email or our site and provide the details of the transaction or, in general, user account details. We are here to help you and ensure that this money earned is transferred to you. We would always want to hear from you through your feedback on our performance, and we genuinely value your input to help us improve our services constantly. We appreciate your candidness in bringing this to our attention.

Response 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.