We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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.
  • 48 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/20/2024

    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.
    Business lost all data in the library. Been a customer for over 12 years and this has never happened. They cannot recover any of their customers library with all their data. Unacceptable

  • Initial Complaint

    Date:06/10/2024

    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 the latest update which was weeks ago nothing is working properly with the site and the sync connection. i pay for a business subscription i can not even log into and there is no way to undo the update and go back to working. on top of that the updated info for the machines has also messed up the configuration of the machine so i can't even free print off line. i have had to completely stop any thing i was doing with this program. they continue to take their monthly payments for svgs we cant get access to and subscriptions for parts on the machines i cant even use any more. when you reach out you are sent a generic message . when you ask for a refund they say they cant cause the system is messed up. if you speak out on social media the block you i have been a client since 2020 and can not beileve this is how this company is treating established customers . they are stealing our money now and have left us with hundreds to thousands of dollars in equipmment that is now useless
    i have spent $570 on a subscription i have lost access to. $161 on a secondary subscription for designs i cant use or access anymore. $635 in machines

  • Initial Complaint

    Date:05/31/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 2 Cameos last a 5. Approximately 2 weeks ago I replaced my hard drive. Suddenly my 8500 files disappeared and my 300 credits disappeared. I cant purchase now it goes on my card not able to use my credits. **************** states you can speak to an agent. When I try its a bot and get no.help. They take monthly fees yet where are my credits? This company is awful. Please assist.

    Business Response

    Date: 06/11/2024

    Hello,

    We are currently Mid-website transition. This should be majority resolved by the end of this week.

    As of June 11 the website has been affected by not allowing sign ins, showing errors in the library unable to view credits and error of too many devices.

    We are currently awaiting the website transition teams completion.

    Any expired credits on accounts will be extended 30 days once the site is back up.

    Currently customers can log in and purchase and do a manual download of files if they need immediate files.

    We expect this to be resolved soon and all operations back to normal

    Thank you

    Silhouette Support

     

  • Initial Complaint

    Date:05/28/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Website doesn't allow us to remove devices. It only allows for deactivation, but the studio software won't recognize the device we are working on and fails to sync as we have reached maxed number devices allowed. Called the phone number and said a live chat rep would be available between 8-5pm MST, but all we keep getting a bot.We have spent a lot of money with Silhouette that we demand a better service than being pushed over to AI.

    Business Response

    Date: 06/13/2024

    Hello,

    We apologize for your reported issues.
    Thank you for your  patience. As of June 10 2024.  We are continuing to work behind the scenes to  get the websites back to normal operation.  . 

    So far the  issues are as bellow- 
    Registering new machines
    Logging into library or error of "too many devices"
    Unable to change password
    Email of failed payment
    Designs missing from Library unable  sync or sync Error-
    Slow website operation.
    Unable to purchase
    No credit seen
    currency type reverted 
    Application of the license keys not applying 

     
    You can expect some functions to be back to normal while others are not. The website will be very slow while we continue to work on full functionality.
    We wholeheartedly apologize for the inconvenience and our wish was never to have this issue . We too are at a standstill until this is resolved as far as adjusting accounts and making changes.

    We hope this information is helpful. Please let us know if you have any other questions.

    Silhouette support

  • Initial Complaint

    Date:04/02/2024

    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 the Cameo 5 Plus and received it in December 2023. This machine was advertised to do Embossing. I purchased at an additional cost to me the embossing mat and tools required to do the embossing. After testing, it was found there is a software bug which Silhouette America is aware of and to this date no software fix nor is any anticipated fix for at least 6 or more months. They, Silhouette America, continues to advertise this machine with the feature it can Emboss. It cannot.
    I wish to have Silhouette America reimburse me for the monies I spent to buy the additional Embossing mat and Embossing tools which are useless at this point. $14.99 + tax for the Embossing tool and $29.99 + tax for the Embossing mat. Total costs $54.97 for both.

  • Initial Complaint

    Date:03/12/2024

    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 the machine in Oct 2023 I have had several issues with the machine such as not sutting correctly and espeicaill not registering for print and cut I have sent emails to the company with bo response

  • Initial Complaint

    Date:02/27/2024

    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 am trying to cancel my subscription, without success. I have repeatedly logged into my account, gone through the cancelation process, and received the message "incorrect password" at the last step of cancelation. I have reset my password several times. I have sent multiple emails to the company. I have called the customer service line. It gives a recorded message with no opportunity to press a number or stay on the line to speak to a representatve. I simply want my account closed. My bank account is debited every month for my membership, and I don't use it. Their product is extremely difficult to use, as it came without any instructions. You are required to use Youtube tutorials to operate the silhouette machine. My membership payment is set up through Silhouette, not through my bank.

  • Initial Complaint

    Date:02/17/2024

    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 Portrait 3 cutting machine, which advertises itself to include a 1 year warranty for the machine. I purchased it in October, and as of January the machine has not been working properly. Not cutting as intended, not reading registration marks at all, as well as dozens of other issues. I did weeks of research in an attempt to fix the issue but had no luck, and their customer support keeps leading me in circles over email, asking me to send videos and pictures of the issue despite me telling them the solutions they're offering are not working. I asked numerous times, as well as searched everywhere I could on their website for information on how I can use the warranty, and they keep dodging the question. I want this machine replaced as it looks to me like its defective, as well as the dozens of other Silhouette users I've asked for help from online.

  • Initial Complaint

    Date:01/19/2024

    Type:Product Issues
    Status:
    Resolved
    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 ***** # ******* for a Cutting Machine, Cameo 4 Plus Ultimate Upgrade Bundle was placed on Dec 26, 2023. However, next day, I tried to cancel the order because of a similar machine was already purchased by a friend of mine, so I had to cancel this order. After contacting via email, the customer representative instructed me to refuse the order on delivery, because the item had already left their warehouse, and they could not cancel the order. Here are the ***** 1Z3YX6800343636891 (Shipped December 27th, 2023)***** 1Z3YX6800344550703 (Shipped December 27th, 2023), The shipment was refused and they have already received the packages on Jan 10 & 11th signed by ****. So I contacted them for the refund, and since then, the customer service representation will not respond, the phones have an automated message ************** and can't leave any messages. Nor does the chat system work, all I get is a bot that promises to get back giving me several iD references. There is no way to reach them. Tried many times to reach them by email, phone, chat, but to no avail.All I need is my full refund, the package was unopened, sent right back, I refuse to accept it, so I am claiming my refund within the *********************************************** resolving this issue,Thanks -

  • Initial Complaint

    Date:01/10/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Have been using a Silhouette machine for years. The last few days of December, I decided to treat myself to a Cameo 4 Pro.The box was missing part and I cannot use my machine. I've emailed Silhouette America 3 times with no response. There is no chat support - just a chat bot that has you log a case and does not give you a case number. No response from the company.Phone numbers immediately go to a recorded message and then disconnect. This company only wants to collect $$$ and does NOT wish to speak to their customers to replace missing parts that should have been in the box.

    Business Response

    Date: 01/22/2024

    We are very sorry for the frustration encountered. The items that were missing from the original packaging are being shipped to the customer directly now. No additional action is required by the customer.

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

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.