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Business Profile

Paper Cutting Machines

Silhouette America, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Paper Cutting Machines.

Complaints

Customer Complaints Summary

  • 97 total complaints in the last 3 years.
  • 49 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/16/2025

    Type:Service or Repair 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.
    My husband purchased the incorrect product. I have been trying to speak to someone about returning the product and receiving the correct product. I cannot get a hold of an actual person to speak to. They just keep jerking me around between different computer agents with auto responses.

  • Initial Complaint

    Date:02/26/2025

    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.
    I submitted a support ticket to Silhouette America on December 12, 2024, during the busiest season of the year, expecting reliable assistance. The only advice I initially received was to unplug and plug the machine back in, which did not resolve my issue.

    Since then, I have repeatedly emailed customer support, followed up multiple times, and even posted on their Facebook page, yet I have received zero response. This lack of customer service is unacceptable, especially for a company that sells premium crafting machines.

    As a loyal customer who has purchased three Silhouette machines over the years, I expected better support. However, their failure to communicate or address my issue has completely lost my trust. I will no longer support their brand, and I will ensure others are aware of their poor customer service.

    I am requesting immediate action on my case or, at the very least, an acknowledgment of my issue. If Silhouette America values its customers, they need to improve their support system significantly.

  • Initial Complaint

    Date:12/31/2024

    Type:Service or Repair 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.
    I purchased a machine bundle from this company on December 17th. I received the machine a few days later; however, I knew I couldn't keep/use it and contacted them immediately to get a return label. I have emailed them half a dozen times without a reply. Their policy states only unopened merchandise can be returned within 30 days. I'm halfway through that now and haven't gotten a response. The item is unopened in the box waiting to be returned, but they don't take items back with a return label. I'm afraid I'll get a response on day 31 and they will say too bad so sad.

  • Initial Complaint

    Date:12/31/2024

    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.
    I placed an order on 12/2/2024 for a $200 cutting machine straight from Silhouette's website.

    Their return policy clearly states that all orders are eligible to be returned for a full refund within 30 days of ordering, provided the goods had not been opened yet.

    I emailed their customer service asking for a refund on 12/26, 12/27, 12/30, and 12/31, and included in each email all of the information they ask for (Order #, email, and confirmation that the goods were unopened).

    I have only ever received one response, and it was an automated message repeating the details of their return policy. Well, what good does that do me if you don't read or answer your emails? I have reached out to Silhouette via email, Face Book, and Instagram, and have not received a response.

    At best this is incompetence. At worst - intentional fraud. I want my order refunded.

  • Initial Complaint

    Date:12/13/2024

    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.
    I have reached out to them multiple times by email-as that is their only contact. I need help with my act and no one will get back in touch with me and it is extremely unprofessional that I sent the email for assistance with every piece of information they needed and 2 times I got an email asking for the information that was included on the email they replied to. I’m not sure what is going on with them but I want to make a complaint that there is zero way to communicate with them and the only way they have listed they don’t respond. I would like some sort of resolution to this before I close my act with them

  • Initial Complaint

    Date:12/09/2024

    Type:Sales and Advertising 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.
    I have a subscription service that I pay monthly for. Since September, I have not received the credits for Each month automatically. I’ve had to email them. I never get a response. They just end up showing up on my account later. It has been 3 week since I have been trying to email for this month’s credits. There is no phone number or chat service to be able to communicate with them. And now I understand why. Because they have no intention of answering their customers. I am not gonna upload the emails because there are just too many. in addition to a response from the company, I am looking for the credits that have been paid for over three weeks ago as well as compensation for having to wait.

  • Initial Complaint

    Date:11/26/2024

    Type:Delivery 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.
    I am military veteran and On November 16th we ordered the silhouette curio 2. It arrived on November 20th had the following issues
    : The machine appesrs to defective
    1. Doesn’t cut properly.
    2. The machine often gets stuck.
    3. Something sounds loose inside in machine. We contacted customer service via phone and email several times no response whatsoever.

  • Initial Complaint

    Date:11/19/2024

    Type:Service or Repair 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.
    I purchased a Silhouette Cameo 4 in April of 2024. When I try to use a rotary blade in Slot #2, it doesn't cut properly and makes a grinding noise. I have tried to call and email Silhouette America several times...nothing. There is no phone number listed on their website. I called the number listed on the BBB website, and all you get is a recording that tells you to go their website and chat with a live agent. That is a lie! It's just a chatbot that tells you that someone will email you concerning your issue...again, nothing. Supposedly, there is a one year warranty. I would like to get my machine fixed or exchange it for a new one.

  • Initial Complaint

    Date:10/30/2024

    Type:Service or Repair 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.
    I originally had a cameo 3 for years. We finally decided to upgrade to the cameo 4 pro and it has truly been nothing but issues. The machine is never consistent in if it will actually cut a material. Months ago I reached out to support and they made me do email before they would schedule a call. Now I’m having another issue and they claim they don’t have phone support available at all anymore. Half the time they don’t even answer my emails. I’ve asked for a supervisor more times than I can count. With the amount of money I spent in this machine, they should have a far better customer service team. I can’t even use this machine. I own a business and use it to cut material and I have wasted hundreds of dollars in materials. And the “customer support” just want me to send them videos via email to show the problem. Ask the same questions over and over and give me solutions I’ve clearly told them I’ve already tried. I will absolutely never buy from this company again and I’ll make sure to tell anyone who’s in the market to buy a machine to stay far away from them. I’m so disappointed.

  • Initial Complaint

    Date:09/26/2024

    Type:Service or Repair 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.
    Purchased machine on 9/13, purchased wrong machine. I have been trying to get order canceled then returned now that it has arrived. Company has been absolutely useless and won’t send a return label. I have contacted them over 20 times since with no resolution and 3/4s of the time no response at all.

Silhouette America, Inc. is NOT a BBB Accredited Business.

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