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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:08/04/2024

    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.
    After purchasing Silhouette America's Cameo 4 cutting machine in 2020 I received an email from them offering a free trial to their design store good for 30 days after activation, up to $25 in downloads. I've never activated the offer. Every time I signed into my account for the last 3+ years there was a pop-up reminding me its available to activate, up until the company did a server migration in May. I've been patient waiting for them to fix mistakes they've admitted to with the migration. I've sent 4 emails explaining that I want to activate the offer and askkng when I can expect the issue to be resolved. Each response has been either obscure or irrelevant, and never helpful. On July 31 I received a response telling me to register my machine, which had obviously already been done. I attempted to anyway and it failed because my machine was already registered. The same day I sent another email expressing my frustration with their lack of service. I attached the offer email from 2020 and the screenshot of the failure message of re-registering the machine. I also gave them 3 possible solutions: 1) give me a different code 2) activate it for me 3) credit the amount to my account. I also asked them to actually resolve the issue and not send me one sentence emails that aren't helpful. On August 1 I received yet another one sentence email, this time asking for my machine information. I responded within a couple of hours with the information and haven't received a response. There is no phone number to call and now I see on BBB others who complain about receiving the same treatment. Their site currently still has the same offer posted under the machine description page, so it's not an expired offer. Please help me to rectify this issue. Thank you,
    Leah Kozicki

  • Initial Complaint

    Date:08/02/2024

    Type:Billing 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 been unable to log into my account since about July 10th. I want my account restored. When I go to login all is does is spin saying waiting for server. I have sent 3 emails, I have used their chatbot in which their phone number that no one answers says a representative would be there to help. I have checked my spam several times. I am losing business because I cannot use my files and design space I have paid them for.

  • Initial Complaint

    Date:07/24/2024

    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 placed an order for a Silhouette Cameo 4 Plus - Starter Bundle, Order # *********, on July 3rd, 2024. The website states orders are fulfilled in 1-4 business days and tracking info is updated once the order ships. I have not received the product or tracking information. the website states my order is still processing. I have inquired about my status via email, their websites chat bot, and Facebook messenger over a dozen times and only once did I receive an automated response about an unrelated technical issue they're having with logins. The only way to cancel is through the same support email. All of their social media reviews have countless similar experiences.

  • Initial Complaint

    Date:07/17/2024

    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 cancelled my subscription with Silhouette America some years ago after I had sold my Silhouette machine, they re-enabled my subscription (without my permission) and took money from my debit account on 7/12/2024 and on 7/15/2024 for the amount of $9.64 each. I emailed customer support and received no reply from them. This thing they have none is criminal. I’m over 80 years old and on a fixed income and this money means a lot to me. They may take more from me.

  • Initial Complaint

    Date:07/13/2024

    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 am writing to express my deep dissatisfaction with the service I have received from Silhouette America regarding the upgrades I purchased for Silhouette Studio. I paid for both the Designer Edition and the Business Edition upgrades. However, over a month ago, following your company's data transfer, my Silhouette Studio was automatically downgraded to the Basic Edition because my license keys were lost.

    Despite my repeated attempts to resolve this issue through your customer support, the problem remains unresolved. Silhouette America has not fixed the communication issue that led to the loss of my license keys, and your team has refused to provide a one-use license key that would allow me to continue using the service I paid for.

    As a result, I have been unable to utilize the functionalities of the Designer and/or Business Editions, which are essential for running my business. This has caused significant disruptions, resulting in a loss of thousands of dollars in potential revenue.

    I am requesting the immediate restoration of my Designer and Business Edition licenses or the provision of new license keys to rectify this situation. Additionally, I would appreciate compensation for the financial losses incurred due to this prolonged issue.

    I have been a loyal customer and have always valued the quality of your products and services. However, this experience has been extremely frustrating and has severely impacted my business operations. I urge you to address this matter with the utmost urgency and provide a satisfactory resolution.

    I look forward to your prompt response and a swift resolution to this issue.

  • Initial Complaint

    Date:07/11/2024

    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.
    On June 14 2024 First contact customer service regarding registration issues, calibration issues On a cameo for pro 24 inch purchased June 26,2023, Received July 6, 2023. After sending photos and video of the issue, it was determined that the machine was still under Warranty and a replacement machine will be sent. I requested a prepaid return label was denied and subsequently requested to cut the belt machine to make in operable. I sent documentation of the cut. After some confusion on both party’s And incorrect Replacement Machine was sent and received. A shipping label was sent on July 3 and the incorrect machine was returned via FedEx on July 5. Email documentation of acceptance of the machine from FedEx was emailed on July 5 2024. I have emailed no less than four times asking for a tracking number for the correct replacement machine to only be ignored. After being assured to “reach out if I have any further problems”. I just want a working machine. I have lost business because of not being able to use the previous machine in any capacity since the belt has been cut upon their request.

  • Initial Complaint

    Date:07/10/2024

    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 and electrostatic mat to go with it on February 16. On May 30, I reached out to Silhouette America for a warranty replacement as my Cameo 5 had a feeder wheel break. I have had many corespondents with them. I have done everything they asked and was promised a new machine. It’s been three weeks and I have yet to hear back on when my machine will ship. I just want my money back at this point. I can’t even go into my orders for the receipt. I have a packing slip and bank accounts.

  • Initial Complaint

    Date:07/09/2024

    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 purchased about twelve different designs from Silhouette totaling $15.91. I tried to sync the designs to my Silhouette library so I could use them, but I kept receiving an error message informing me that there was a new software update that I needed in order to use the new designs. I have download the new update and still cannot access the designs I purchased. I emailed them Sunday and again today and have yet to receive a response. I have tried using their only chat service and I sent them a message through Facebook messenger and have had no luck getting any sort of help from them. I went to their Facebook account tonight and I see a ton of comments where many other customers are complaining about the same exact issue I am facing. At one time I thought Silhouette ran a reputable company, but now it seems more like a scam or a way to rip off their customers.

  • Initial Complaint

    Date:07/01/2024

    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.
    COMPANY UPGRADED THEIR SERVER/WEBSITE IN MAY 2024. I HAVE A MONTHLY SUBSCRIPTION AND HAVE NOT BEEN ABLE TO USE IT SINCE THIS UPGRADE HAS OCCURED. I HAVE NOT BEEN ABLE TO PURCHASE NEW FILES, AS I CAN'T VIEW MY CART OR CHECK OUT! I EMAILED SILHOUETTE ON JUNE 17, 2024 WITH MY COMPLAINT AND THAT I WANTED TO CANCEL MY SUBSCRIPTION BECAUSE OF ISSUES THAT I AM HAVING AND WEBSITE STILL HAVING STILL AND HAVE NOT HEARD BACK FROM ANYONE. I TRIED CALLING ###-###-#### AND YOU CANNOT SPEAK TO A LIVE PERSON. I CAN'T EVEN GET A LIVE PERSON ON THE ONLINE CHAT THAT THEY RECOMMEND YOU DOING WHEN YOU CALL THE 800 NUMBER. I AM TRYING TO CANCEL MY SUBSCRIPTION, BUT THEY ARE TRYING TO CHARGE ME A CANCELLATION FEE OF $47.98, WHICH I SHOULD NOT HAVE TO PAY IF THEY ARE HAVING KNOWN ISSUES WITH THEIR SITE AND CANNOT SUPPLY PRODUCT. I WANT THIS FEE WAIVED AND I WANT $23.99 REFUNDED FOR MAY AND $23.99 FOR JUNE PLUS THE $23.99 THAT THEY WILL BE TAKING OUT TOMORROW JULY 2ND OF MY BANK ACCOUNT THAT I CAN'T STOP. THE ONLY WAY THAT I CAN CANCEL MY SUBSCRIPTION IS TO PAY $47.98, WHICH I SHOULD NOT HAVE TO DO. THE COMPANY IS AWARE OF THESE ISSUES. IT HAS A STATEMENT ON THEIR WEBSITE REGARDING THE ISSUES. I CANNOT SPEAK TO A HUMAN AND I AM NOT GETTING ANY RESPONSE VIA EMAIL AND YOU ARE MY ONLY RECOUSE AT THIS POINT. THEY HAVE THE WORST CUSTOMER SERVICE AND THIS UPGRADE HAS MADE ME REALIZE THIS AND THAT I DON'T WANT TO HAVE A SUBSCRIPTION TO A COMPANY THAT DOES NOT CARE ABOUT ITS CUSTOMERS OR THEIR CONCERNS AND HAS AN 800 NUMBER THAT DIRECTS YOU TO EMAIL THAT THEY DON'T RESPOND TO OR A CHAT THAT YOU CAN'T EVEN UTILIZE.

    THIS IS A COPY OF WHAT COMPANY HAS ON THEIR WEB SITE REGARDING THE KNOWN ISSUES DUE TO THE UPGRADE.

    *****************************************************

  • Initial Complaint

    Date:06/21/2024

    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.
    Can't sign into my Image Library that I bought from them. I get an error when trying to sign in- Too many devices error. I do not have too many devices. Silhouette botched a server transfer and now I can't access the images that I have purchased. I have been unable to use for a month. Silhouette Support department only supports failed payment transactions, not issues. Silhouette failed to notify their customer only compounding the problem. They have basically shut my crafting down completely as it has been a month already. Just got charged for next year but can't even access the images that I have already purchased. I NEED ACCESS TO WHAT I ALREADY BOUGHT AND A REFUND FOR THIS YEAR

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

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