Hidden fees and support ignores all questions
Extremely disappointed with this service. When I tried to cancel my purchase, I discovered a 3% commission fee that was never mentioned in their terms of service or during checkout. This information only appeared in a pop-up window at the moment of cancellation, which is a classic example of hidden terms violating consumer rights. The customer support completely ignores the actual questions. Staff members respond to made-up questions I never asked, send formal replies asking me to "read the answer", and then stop responding in the same chat. My specific questions about the legal basis for charging this commission remained unanswered. Non-transparent terms and terrible support. Not recommended. UPD: hahahahahahaha omg, they are lie again =) Your explanation does not reflect the real situation from the user’s perspective at all. You do not clearly warn in advance, before the purchase, that if I pay for an item using the balance on your site and later decide to cancel the purchase, you will additionally charge a 3% cancellation fee. In practice, this is what happens: you immediately take the money from my balance, but I do not receive the item at that moment and have to wait until you actually deliver it. If I decide to cancel the purchase (for example, because I chose another item or do not want to wait for the trade ban), you then take 3% from me, which is 30 dollars out of 1000. Before the purchase itself, you absolutely do not warn that if I decide to cancel in the future, you will charge this 3% fee. Only at the moment of cancellation does this commission suddenly appear. Calling this "transparent conditions" and a "non-hidden fee" is at the very least misleading from the user’s point of view. UPD2: No, thank you. At this point I am honestly afraid to contact your support team again, because they threaten users with a ban after pushing them into an unstable mental state through ignoring the situation and showing complete indifference. I was eventually forced to use profanity as interjections. At the same time, I want to emphasize that I did not insult your service or your support staff. I also contacted admin(email) directly to resolve this, but I received only a dismissive response saying that it was all my fault. It is ironic that I had to pay with my own money and my nerves to help you improve your service, and in return I get ban threats and mockery. Of course it is very "funny" that your "small indie company" cannot properly resolve an issue with a customer that exists because of flawed logic in your service. This could have been resolved in a few minutes, but instead you chose a strategy of avoiding responsibility and shifting it onto the customer. I was the one who discovered this issue and politely pointed it out to your support team, but instead of any compensation or even a simple "thank you", I received a dismissive attitude. Many other services handle situations like this differently: when the problem is caused by their own product decisions or poor UX, they compensate the customer so the final outcome is fair. Alright, let’s agree to disagree: - I missed the chance to cancel the purchase properly because of an unexpected fee, and I did not buy the other skin I wanted. After all of this, I left a 1-star rating. - You kept 30 dollars and lost your reputation. In direct conversations with support and via admin(email), you blamed me for this situation ("your fault") and chose not to resolve it with the customer, dragging this whole circus out for several days.