Complaints

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.

• Initial Complaint

  Date:12/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 $25.00 Gift Certificate on November 30, 2023. I received the confirmation email from Silhouette, for order # *******. I also received the actual e-mail to use as the electronic gift certificate, but in the area where the 16-digit code that the recipient uses to redeem the certificate, no number was included.
  
  I also went to my Silhouette account online and it shows the gift card purchase, but when I click on it, it just takes me to Silhouette's home page and gives me no option to print a certificate and does not give me the 16-digit code for redemption.
  
  I have tried numerous ways to contact Silhouette in order to rectify this situation. I tried Chat twice on two separate occasions, December 10 and 11, which was with a bot, and asked for an e-mail response, which I never received. I've checked my Spam and Trash as well as my inbox.
  
  With great difficulty, I found a customer service phone number, which was also answered by a bot, and it directed to go to Chat.
  
  On Wednesday, December 13, I emailed Silhouette America customer service directly and still have had no response.
  
  I have asked for a cancellation of the charge through my credit card company; this is still pending.

• Initial Complaint

  Date:11/25/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 currently have 3 Silhouette machines, Business Studio software, and accessories. Silhouette America advertises bluetooth on the Cameo machines. It does not work. Ive submitted a complaint and the response I received was that the bluetooth simply doesn't connect and I have to use the cord connection. To this day it has never been fixed. I returned the machine. I purchased an upgraded model and results are the same. Bluetooth simply doesn't work. None of my computers can detect it.
  Second, the recent Business Studio software update isn't compatible with MAC Sonoma 14.1.1. Red lines show on the screen when using the text tool. Customers service's response to that was to download an older version. But now the program is ridiculously slow, constantly freezes, and is pixilated. I simply cannot use it. This is a major inconvenience.
  Third, the customer service is beyond frustrating. You cannot reach anyone via phone. There is a chat line, but you cannot reach anyone there either. Upon submitting the required info, you get a ticket number instead of being put through to an agent. You get an email response 1-2 days later. You respond to that, and wait another 1-2 days for another response. This is unacceptable and unethical when you have machines AND software that cannot be used.

• Initial Complaint

  Date:11/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had a subscription with them for years - own two of their machines. My original card was compromised and had to be updated. I am unable to contact them or update my card information and they keep sending me emails asking for payment. Their 800 # is a recording to go to the website. When I go to the website to enter the new information- it will not allow me too. I keep getting emails my payment is rejected and I owe them a balance. Emails go unanswered, their BOT is totally useless. The service this company provides is DEPLORABLE.

  Business Response

  Date: 11/17/2023

  We are very sorry for the frustration encountered with your subscription and payments not going through. We have attempted to resolve this concern but have found that the current card on file is not being accepted when it is charged. A message of "Do Not Honor" is returned from your bank. In order to resolve this concern, you would need to either a) provide a new credit card to properly pay the monthly subscription service charges to continue service, or we would be happy to have your subscription canceled for you so that there are no further pending payments. Please contact us again at ********************************** with case #******* in the subject as you require additional help on this concern.

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20883904
  
  I am rejecting this response because:

   

  I have tried two different cards and waited the 24 hours, called my bank and it is not them.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/17/2023

  We unfortunately have no recourse to push your card through. We are very sorry that we do not possess this ability.

• Initial Complaint

  Date:09/07/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 5/14/2022, I purchased a Deluxe monthly subscription for Silhouette America’s Design Store with an auto renew option. My credit card was charged $170.89 upfront for $50 of monthly credit. On 4/29/2023 my credit card was charged $170.89 to renew the subscription for the next 12 months. I also received an email from PayPal stating that they covered the automatic payment for the renewal; Transaction ID *****************, Transaction Date April 29, 2023. I received credits on 6/29/2023 and on 07/29/2023. I did not receive credits on 8/29/2023.
  On 9/01/2023, I emailed customer service, “My monthly credits are not issuing. My subscription renewed on 05/15/2023. I received credits on 6/29/2023 and on 07/29/2023. I did not receive credits on 8/29/2023. Why haven’t I received one for August? My account has 73 cents. Seems like I should receive a $50.00 credit on the 29th of each month. That would be an appropriate solution to the problem. Thanks.”
  I attached screenshots from their website showing that I had paid and that those credits had been issued. I heard nothing back and used the chat bot on their site on 09/06/2023. I also tried calling their customer support number but got a recording. On 9/07/2023 they credited my account $170.89 (the amount of the upfront payment for month $50.00 credits in the Design Store).
  I should receive $50.00 credit in the Design Store for the next 10 months. Instead, they shorted me $320.11, and that really should be $370.11 since they also shorted me in May 2023.

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 April 6 2023 I ordered a "Silhouette Cameo 4 Pro 24" Bundle" sold by Swing Design on Amazon for $529.99 ($571.06 w/tax) (Order# *******************). It arrived on April 12 2023. Once I had learned all the tricks and workarounds to overcome the device's various shortcomings, the Cameo Pro 4 worked well for several weeks. But then one of the motors started to momentarily lose traction, grinding away without moving the mat, throwing off registration entirely and ruining sheet after sheet of material. And then the Cameo stopped working entirely (wouldn’t even power on). I contacted Silhouette America, assuming they would offer to repair or replace my defective Cameo.
  
  Their website clearly states that "Silhouette machines have a one year limited warranty...Should you experience any issues relating to the hardware of the Silhouette machine within one year of the original purchase, please email us at: [email protected]".
  
  Silhouette America provides no phone support whatsoever (you can’t even leave them a message), and the chat feature on their website is inaccessible – you have to go through a lengthy questionnaire every time you try to access it, at the end of which you’re informed that chat is unavailable & that your only option is to send a message that will be replied to by email.
  
  That’s what I did, since I had no other choice. The responses I got were almost entirely canned and mostly irrelevant, and there was always at least a full day between responses, meaning that an issue that probably could have been resolved in a single conversation got dragged out for days (and now weeks).
  
  After a number of exchanges, I was able to at least get the Cameo to power on, but by then the motor that moves the cutting head had stopped functioning entirely. Despite the inescapable fact that my Cameo is defective and needs servicing or replacement, Silhouette America has so far refused to provide an RMA, and has now stopped responding to my messages altogether.

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 contacting this business for over two weeks about my Cameo 4 not powering on. This is the second Cameo 4 in 2 years that has done the same thing without warning. I have sent them over 7 videos describing what the issue is and provided all other information that was asked. I have not received any form of communication and you can not call or chat with anyone from this company. This is not fair that I have to continuously reach out to them without any action. This is a very expensive machine and you expect it to last for years but I have to have this machine replaced twice before as I previously stated. I need someone to reach out and offer me another machine immediately.

• Initial Complaint

  Date:05/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 new computer and want to be able to use all the designs I have purchased that are in my library on my new computer. I have reached out twice asking for help, but the company is not very responsive, doesn’t understand my concern and has not helped me. I followed their instructions and tried to sync my library, but it doesn’t work. I have spent so much money and I don’t want to have to buy the same things again.

• Initial Complaint

  Date:05/23/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 Cameo Pro on March 31, 2023 and received it on April 6, 2023. I used it maybe 5 times and then go to use it only to learn that it powers on but the touch panel is unresponsive. I contacted Silhouette support on May 2, 2023. They sent me an email just like most others who’ve filed complaints. I tried everything they said and sent pictures and videos like I was asked to do. Nothing worked. I was told that my ticket would be escalated on May 3rd. I still haven’t heard back from anyone. I want a new machine before my warranty runs out. I will email everyday if I have to. This is horrible customer service! Y’all should be ashamed of yourselves for taking us crafters hard earned money! Y’all need to do better. I hope I haven’t purchased a super expensive paperweight, but I’m leaning more towards that every passing day. DO BETTER! After all the complaints I should just say I want a refund but, don’t look like y’all do refunds. So instead, I want a Cameo 4 plus and the money difference between the plus and pro refunded or compensated somehow and not some bull crap compensation!

• Initial Complaint

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 Cameo Silhouette 4 Pro 2 weeks ago and spent 499.99. I spend a total 783.24 buying other things Id need for the unity. The unit wouldn't connect via Bluetooth and it wouldn't cut materials using it's own registration marks.
  
  This company does not have a phone number so you can only e-mail. sihloutteamerica.com for help. emailed on the night I bought the unit with 3 issues. 1. Bluetooth wasn't working; 2, wouldn't cut using registration marks; 3. I couldn't get my credit card number in their system to pay for an upgrade to their design studio.
  
  That night, I got an e-mail back from them only addressing issue number 3.
  
  Tuesday, 5/9, since I hadn't heard back from this company regarding issue 1 and 2, I took that unit back to the store where I purchased it to replace it.
  
  Well I still can't get bluetooth to work and they only send out a script of how to fix it. That script doesn't work and I have asked again for help. I even called apple.com to ensure that my bluetooth was the correct 4.0 or higher so that it would work. Apple advised me, my bluetooth will work that it's just a unit issue. They even tried to help me fix it, and it's not their unit. I just want silhouette America to call me and help me with these issues. I spent a lot of money for absolutely no support.

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 brand new machine and it came with $25 in credit on the Silhouette Design store and a one month free subscription. I later paid for an addition $9.99 per month. I had credit on my account that had not been used yet. I decided that I didn’t use the service much and canceled the monthly subscription. All of my credit was taken away! Not only what I had gotten with my machine but also for the months that I paid for. I have reached out numerous times and no one will respond to the messages. I’ve asked for a call and no one has called. I called the only number that I could find and it wouldn’t allow me to speak to anyone. I would like my credits back or my money. Either way it is a minimum of $40 that I am out.