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Business Profile

Computer Software Developers

Reallusion

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/11/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company is a 3D character making company that has been promoting advertisements on ******** so I purchased the product (Character Creator 4) and its plugins from this company on April 17, 2024, and also induced me to buy membership for a total of $940. Because I happened to be quite busy when I bought it, I started using this product two weeks later. However, I found that it was not what I wanted. When I asked him for a refund, he said that it could not be refunded for more than 14 days (there was no reminder when I made the purchase). Today is May 20th, 2024. In fact, I only used it once, but he said he cannot refund it. If it's under $100, I may not file a complaint. I paid nearly $1000 this time, which is too expensive for me, and the product is not what I want. So I hope you can help me handle it, thank you.

  • Initial Complaint

    Date:06/01/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They have no way to contact Customer service. Their ticket system is always answered days later and most of the time it seems by folks who have no idea how to use the program. They suggest their forums where folks who have been using the program for 15 years tell you to watch the tutorial which hasn't been updated correctly in many versions. They force you to buy the next Update for the program or you lose all support for the last. For example I have iclone 7.93. There are no longer upgraded, plugins, etc. since 8 came out. Mine is now considered legacy. They force you to the next version. I went to use a Vanilla Visa gift card to buy their points with that you use to purchase props, sets, avatars, etc. I have used it on and offline everywhere. After trying a few times as the card indicates, and it being refused, Reallusion placed a block on me being able to get to their checkout with anything I add to cart. I have to wait until they get around to unlocking this, since the only way to contact them is their shotty Ticket system. I sent one, yet I doubt it will be answered soon, if ever. In closing, Reallusion needs some form of Live support. Either chat(they have a bot, it's terrible), or phone. They don't even have a way to email, just those awful tickets.

    Business Response

    Date: 07/06/2022

    Consumer Response /* (-5, 9, 2022/06/24) */ ***Document Attached*** Pic is small, yet since a patch to the Hub of the program yesterday I'm now locked out of downloading ANY content I have purchased even the Surf Boards I purchased last night. I sent in a ticket, yet without Live Chat they most likely will not get back to me until after I have to air this show I'm working on. It's so frustrating to pay to be treated like this. No amount of repaired or new tutorials can help this kind of problem with a company. They need to be able to communicate with everyone that paid for their program(s) and content.

Reallusion is NOT a BBB Accredited Business.

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