This happened a long time ago and I still an irritated about it to this day. Obviously not gonna namedrop becauee I gueniunely like the artists work, but it did leave such a bad taste in my mouth that I never commissioned them again
In their tos they clearly stated they accept image maps, so I made one up using the examples THEY PROVIDED and sent it to them. They came back and said "oh I don't do that" when I asked for an explanation they just ghosted me.
Like, you could have simply said "sorry I don't think I can do this one" or something, but straight up lying to my face when YOUR TOS SAYS YOU PROVIDE THIS SERVICE is poor customer service.