ShelLuser posted at 5:25 AM Mon, 28 July 2025 - #4498231

So.... IMO this is a very interesting thread, lots of different takes on things, comments which can be picked up as official (or close enough), I learned a thing or two.

But at the same time I also can't help but pick up a lot of personal bias (also from myself!). Yet therein lies a problem. I see people above complain about Daz3d customer service. I actually needed / wanted their help 2 times in total, and the last time (several years ago) was to request a refund because I was kinda upset with the quality of the product I bought. No questions asked, it got processed in a few days and I was asked to please remove the item from my computer (I had already done this, but still you guys... talk about a display of trust). This is kinda on-par with what I assume is the official Daz3d refund policy (I tried finding something more recent but...).

Meanwhile....  Renderosity's refund policy is quite clear: if you download the item you basically accept it for what it is. "That other site I talked about" roughly uses the same approach.

And if there's one thing I know about refunds it's that it's a (major) market expense. Time, administration, money... while the store makes no profit. I think there's a good reason why both Daz3d as well as Steam make it perfectly clear that if you abuse the service then you may be fully denied refunds completely.

Then there's also the issue of Daz3d doing more than just being a marketplace: providing & maintaining software such as Daz Studio, but let's also not forget about the Daz Install Manager. Software development... is also a whole other level of expenses. That too should be factored into any criticism I think. It's easy to make comparisons when you only have a 3d marketplace in mind where the community is basically doing most of the work and where your own overhead expenses are only so much.

Not trying to "play" both sides here, but I just want to emphasize that even though I don't agree with some posters above, I do agree with what they're trying to say (assuming I picked up their message correctly): There's (usually) always another side to a story.

As always... just my 2 cents here. And I really need to work on my avatar ;)

In reference to the “customer service” issue.
As I have noted before in other threads. Some responses from DAZ were great. There is a new person that is responding to tickets and I don't know who they are, but kudos to their honesty, their bluntness and their "on the ball" mentality. The fact they are saddled with trying to deal with tickets that are from 2023, not their fault. 
I appreciate their responses and have told them that. 

BUT...when there is a blatant dropping of the ball and instead of going "hold on, we messed up. let us fix it". They go and try to make it the customer's issues and not theirs, or flat out ignore it. No. that is not acceptable. 
And when that happens more than, say...5-10 times. It's not a "one off". 
(And I am not the only one that experiences this)
I too, have had an issue of "This is not what I was expecting when purchasing" and the person replying, was like "ok let me do your refund". Guess what. No issue!
But when an item is provably, not what is being sold(first reported back in 2018). Is continued to be sold broken. And they ignore a request for a refund? Then TWO YEARS LATER, reply to the ticket? THAT is a VALID issue.

When you report an issue such as many of us have over the subscription thing…and it is flat out IGNORED. That is a VALID issue.
I am not the only one being vocal about it. 
When a customer is sitting for years, trying to get some response, some action, some resolution for a valid issue…yes. They get angry. Rightfully so.  We are not talking about "Oh I thought the texture would be a different colour" issue…we are talking about products being unusable. File associations not working at all (and they admit it!), Financial loss on a subscription that had no declaration and was purposefully missold. 
Those are valid issues. Issues, a customer has every right to be angry about, frustrated about...VOCAL about.

And btw, I get vocal about good service too. Just as I have noted here Renderhub, I have had (to date) no issue at all. The artists have been fast to reply, fixes offered, the support staff there reply to customers…I have had nothing to complain about. You get to work directly with the artists. 
I am also vocal when it comes to artists that have great products. One of my absolute fav artists((romarovprivate),  I made sure to leave feed back on. (btw for those looking for bang for buck...cant beat their products. Details, quality, usability, *chefs kiss*)
I happily point people to artists that provide great assets and customer service. 


People get pushed to a limit, to the wall and when they stand up and go "NOPE" and become vocal...perhaps look at the reason they are being so vocal instead of making out like they are just being difficult. 

https://www.darkelegance.co.uk/

Commission Closed till 2025