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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:09/24/2024

    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.
    The software does not work, I have lost numerous clients due to the malfunction of their software I have tried numerous times to contact them with no luck. Their customer service number states that there is a chat option on their website and I have been there a million times and there is no chat link there. This has been happening since I purchased this software with no resolution.

  • Initial Complaint

    Date:09/05/2024

    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 brand new Silhouette Cameo 4 a few months ago for personal use, so I haven't used it very often. This comes with a 1 year warranty. What they don't mention is how impossible it is to get in touch with anyone that represents the company. I've sent several emails, none of which have been responded to. The firmware for my Cameo keeps getting stuck so the machine is absolutely useless, but prior to this I loved the product. I've been trying to contact them for help on making it work again for months.

  • Initial Complaint

    Date:08/30/2024

    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.
    On August 12, 2024 I canceled a subscription with Silhouette America, Inc. The monthly subscription was $9.99 a month. On August 17, 2024, I received an email confirmation from Silhouette America telling me the subscription had been canceled.

    On August 18, 2024, I found that Silhouette America had not only taken out $9.99 on the 17th of August, they took out $9.99 on the 12th of August as well. Double charging me on an account that was canceled.

    I have contacted Silhouette America Inc. 8 times by email and 2 times by phone. I have not received any replies from them at all. In the meantime, they continue to take money from my checking account. I have enclosed my call log to Brian at Silhouette (he has never returned my calls) a copy of my bank statement showing the debits and one of the 8 emails to Silhouette America, including their email telling me the subscription was canceled.

  • Initial Complaint

    Date:08/29/2024

    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 have purchased two cutting machines, a Cameo and Portrait. I have also purchased upgraded software to use with these machines. Recently, my account was deleted by the company without reason. My email address does not exist in the system in association with any account. The software requires a login to function, even though it is an offline, single purchase, stand alone app. In order to download or open it, your account has to exist, and mine does not. I cannot open the software, cannot download or install the software, and therefore cannot use either product at all. Despite repeated attempts to contact the company via email, their website chat feature, and their help desk site, I have been unsuccessful in getting any reply at all for several weeks. No public phone number exists for customer support. There is no reason for these machines - and the software upgrade I purchased, which does not and never has required any sort of active paid subscription but has always been a single purchase standalone desktop application - to be bricked in this manner. One day they worked, and the next my account was gone and they no longer worked. I would like either my account and all previous design store purchases, including the software upgrade, reinstated in full, or a refund for both machines and all software purchases.

  • Initial Complaint

    Date:08/21/2024

    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.
    I ordered a product from this company online that was $429.99 on August 6th. The charge has been processed through my checking account, but the item has not arrived. My account on their website says that the status of my order is "suspected fraud". I don't know what this means. I've tried to contact them several ways, including by email, phone, support ticket through their website, and Facebook Messenger. They have ignored all of my attempts to contact them. After the order, I received an email from them confirming my purchase, but I have not received anything else, not even a tracking number. This company sells their products in all big box crafting stores across the United States. I have also filed a complaint with the FTC.

  • Initial Complaint

    Date:08/20/2024

    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.
    After a 5/2024 update by Silhouette to their Design Store web site, my purchased designs in my library do not match up with what I purchased. Example: The thumbnail may show a dog but the written description and my purchased design may be a flower. I have sent their support team 3 email asking for help. Their first response did not solve the issue, and they never responded to my subsequent 2 emails in which I provided multiple pictures of a few mismatches. I have over 3500 designs accumulated since 2013, and I am not sure how to fix the mismatches. It would be unreasonable for me to manually redownload my designs because of on their programming/migration failures. Navigating their new website is slow and cumbersome. Until resolved, I do not want to spend the $50.00 credit I have on my account. I am asking for your intervention to ask the Silhouette Support Team to answer my emails and/or call me so we can return my library of 3500+ designs to match the thumbnails of my purchased designs.

  • Initial Complaint

    Date:08/19/2024

    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.
    Silhouette America has no customer service phone center. Everything is done via email. They do not answer email in a timely manner and they only have a 30 day return window. I have been emailing this business daily since August 16th for a return authorization and there has been no answer. No response at all. The order does not even contain a return slip inside the packaging. This seems like fraudulent behavior to me. Why doesn't the company include a return slip for possible problems with their merchandise? All other companies have a paper return slip included inside the package for easy returns. Why doesn't this company have actual people answering telephone calls? Don't they want to help their customers? All I need to do is return items I bought for a machine I do not have. I thought this product would be compatible for the machines I have, but I found that it is not going to work and I just need a refund.
    All businesses should be easily accessible via a customer service phone center to quickly handle customer issues. This needs to be rectified before their 30 day return window closes which they will probably look at my email at day 29 and say, "oh too bad for you." This is such scammy behavior and they need to be required to offer same day telephone support.

  • Initial Complaint

    Date:08/14/2024

    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.
    My husband purchased a Cameo 4 from Amazon on August 23, 2023 for $256.93. The Cameo 4 is made by Silhoutte America. On July 15, 2024 I went online to Silhoutte's website to request help with my machine. When I tried to cut vinyl on the mat, it had a lag in moving the mat, and it was cutting everything in one place. I had already tried all of the recommendations listed on their site, and nothing worked. I filled out a request for information via Silhoutte Bot for sending my machine in for service since it was still under warranty and was given the ticket number #*******. I never received an email from the company. I emailed their **************************** on August 5 explaining the problem with my machine, my report to the Silhoutte Bot and did not receive an email. I emailed them again on August 8th and no reply. I emailed again on August 13th and still have not received a reply. I called their number (**************), on August 13th but the number does not allow you to leave a message seeking help. I have a machine that doesn't work, and a company that will not respond to its consumers.
    I took a screen shot of my first inquiry with the Bot, and have all of my emails to the company. I want Silhoutte to respond before the August 23rd deadline where my one year warranty ends and I want Silhoutte to repair my machine since it is under warranty.

  • Initial Complaint

    Date:08/09/2024

    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 bought a silhouette cameo 5 recently and the left roller broke. it is still under warranty. The phone number with silhouette America has no customer service. The phone recording sends you back to the website where you can leave an email. The email response is long and then they ask you for the serial number and pictures and then no response after that. It has been weeks since I first reached out for assistance. If I used this machine for a business I would be out of business.

  • Initial Complaint

    Date:08/07/2024

    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 received a Cameo 5 for Christmas. On Friday August 2, 2024 the stationary pinch roller broke. I emailed Silhouette America. So far no response. There is no other way to get ahold of them about a product under warranty. Meanwhile I am left with a machine that I can not ise

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

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