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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:04/11/2023

    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.
    Silhouette cutting machine 4 plus 549.00
    Purchased Dec of 2022. I have sent numerous emails to support because the machine completely shut down and will not go on, I was instructed to send videos of a powering cycling process, with the cord number, machine serial number and model all was done. I followed up with 4 emails because there was no reply, after the 4th email I received a machine replacement warranty form. I was asked to fill it out and again provide the serial number and model I did and sent it, during this time I was dealing with Lucas and and Kerbens, I waited and received no response I sent a follow up email after 3 days asking for next steps, I received no response I sent another at this point I receive an email asking me to try the powering up process. I responded we done this and I have sent you videos on this process. I sent follow up emails and have not received a response.

  • Initial Complaint

    Date:03/23/2023

    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.
    Machine never cuts correctly, have tried multitudes of their videos and tutorials, other's videos/blogs/articles, and it still has issues. I can't even complete the calibration on the machine because it literally will not register properly. Nothing about the machine is as advertised, and the arrows to move the cut pieces in and out aren't even correct (why does the up arrow move the mat OUT OF THE MACHINE FRONT??). Overall, I think I got a bad machine, but I am done dealing with this company. They have been HORRIBLE to deal with, the customer service is atrocious.

  • Initial Complaint

    Date:03/22/2023

    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.
    I previously had a design store subscription. I received an email stating it was time for auto-renewal. Aftering not using all of my credits the previous year, I decided not to renew. I went to the website to update my preference, but the option to turn off auto-renewal was grayed out. I could not stop the auto-renewal through the website. I was charged for a subscription, but there is no subscription in my account. I was charged for a product I did not receive. I called both customer service numbers, but it is just a recording telling you to go to the website and send an email or chat. I've sent numerous emails with no response. The chat function does not work at all. I attempted to reach customer service both before the auto-renewal and after I was charged with no subscription. I cannot talk to anyone about the issue because every form of communication they pretend to offer is does not work.

  • Initial Complaint

    Date:03/19/2023

    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 bought 2 bronze credit boosts via Amazon pay and neither has credited to my account.

  • Initial Complaint

    Date:03/13/2023

    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 purchased a sticker-cutting machine and additional items on February 8th, 2023 for a total of $429.44. Within a day or two my bank had processed the credit card transaction and I was expecting the product to ship out within the time frame stated by the business. I kept an eye on the status of my order through the company's website but after a week the status had not changed from "processing". I contacted the company via phone, email, and the website's chat feature several times to see if there were any updates on my order. The phone number associated with the company redirects customers to the chat function on the website, however, the chat function is never in operation. I have tried multiple times within business hours and have never successfully been able to contact a customer service representative through that means. On February 17th, 2023 I finally received the first ever response from a customer service rep letting me know that someone would be in contact with me. I never heard back from that specific representative or anyone else about my order. I tried emailing several times and on February 24th, 2023 I received another email from a different customer service rep stating that the order was in fact never processed and I would be receiving a refund. I tried replying to that specific representative to ask for an estimate on my refund but have not heard since. It has been over a month that the company billed me for the products I ordered, yet I have not received any of them, nor have I received a refund.

  • Initial Complaint

    Date:03/09/2023

    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.
    Over the past few years my CC was being charged for a membership ($8.99/mo) for credits to use in their store to buy files. In Sept. 2022 I realized I was not receiving the credits to my account, but my card was still being charged. This had been the case for 12 months.
    I contacted them and after providing them w my CC#, a copy of the charges….I was told there was a “glitch” on their end and there was nothing they could do- I should ask my CC for a refund! SA would not even provide me with the credits I had paid for let alone a refund - even though they admitted it was their fault!!! I told them to CX my subscription and not to charge me the $8.99/mo. As of February 2023 they are still billing me (they even REBILLED me for the 3 mos of credit I got from the CC company)
    At this point they will not respond to my emails requesting to speak to a manager. I have told my CC to not allow charges from this company, but somehow they stopped using my CC and now bill my husbands card.
    SA will not Reconcile with me on any request: 1. Stop billing me for credits I’m not receiving 2. Provide me with the credits I’ve paid for or issue a refund.
    I have been more than patient with them and asking for what I should reasonably expect for resolution, but they are 100% unwilling to take action despite admitting it’s their fault!
    Below is a pic of my CC statement and SA account ($30 credit is what they gave me in September in return for their mistake…. This equals the value of 2 months membership points)

    Thank you in advance for your assistance-
    ****** ****** 

  • Initial Complaint

    Date:02/27/2023

    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’m having trouble cutting with my Cameo pro 4. I have repeatedly email with no response. The chat won’t work to talk to a live person and the phone number is just a recording. It’s impossible to talk to a human.

  • Initial Complaint

    Date:02/13/2023

    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 purchased a Cameo 4 via the Silhouette America website. The machine does not work, I have had silhouette machines since 2016 and so I have done all the troubleshooting and anything possible to get this machine to work correctly but it will not. I have reached out five times to customer service via the ONLY option available (email) and had no response. I spent 100s of dollars on this new machine and cannot reach support for over a week. I have no way to return it or get a refund, and it does not work properly. This is unacceptable.

    Business Response

    Date: 02/13/2023

    Hi ******! Thank you for bringing this to our attention. We will have a Customer Support Agent reach out to you directly shortly to resolve your concerns! 

  • Initial Complaint

    Date:01/31/2023

    Type:Product Issues
    Status:
    Unresolved
    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 two orders with Silhouette America in December 2022. I initially ordered a Cameo 4 bundle and a bunch of accessories on 12-10 the total order cost was $330.27. After further research, I decided that I wanted a larger, more expensive machine bundle with the Cameo 4 Plus. Before placing an order for the new machine I contacted Silhouette regarding canceling my order. Their response took long enough that my order shipped the day they replied and told me that it couldn’t be canceled, only returned. The order arrived 12-21. After much back and forth and trying to return to sender twice after receiving approval for the return, the machine and all accessories were received at their warehouse in unopened packages on 1-11. I contacted support on 1-12 to inquire about refund processing time and was told 10 business days. After failure to refund after the allotted time, I have filed a dispute with my credit card company.
    On 12-15 I placed an order totaling $431.98 for the Cameo 4 Plus bundle and a bundle of mats, which were received on 12-22. From the time it came out of the box to present, it has destroyed supplies and it’s own mat due to being defective. I have troubleshooted using all of Silhouette’s tutorials and techniques as well as using information learned in the greater community, and nothing has fixed the issue. The machine begins cutting too far up on the mat and so does not properly complete jobs. I contacted support on 1-18 with a ticket to request they tell me how to fix it and that I considered the machine defective, and that a replacement was in order. I have received absolutely no communication from the company other than an automated response on the date that I submitted the ticket. I have now opened another dispute for $404.99, as the mat bundle I ordered is fine, but the machine is defective.
    I would like a new, not refurbished, replacement for this machine.
    The customer service at Silhouette America is absolutely atrocious.

    Business Response

    Date: 02/01/2023

    Hello! We're sorry to hear of your recent experience. We will have an agent reach out to you via email shortly! 

    Customer Answer

    Date: 02/08/2023

    Hi!  While I acknowledge that you had an agent reach out to me, I have received no responses since replying  the same day with the information and files that were requested.  My issue with the defective Cameo 4 Plus machine remains and no solutions have been provided. 

    Additionally, the first issue mentioned in this claim, having to do with the returned merchandise is resolved.  Your company issued a refund, so I withdrew my dispute; fortunately my credit card company continued to look into the dispute, as you canceled the refund and the credit card company then sided in my favor.

  • Initial Complaint

    Date:01/20/2023

    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 am simply trying to get troubleshooting assistance. I have sent them countless emails and not response. They say they have chat, but the option has been disabled since last year. I am only seeking to get help and this seems like the only way since no one will respond to my emails. I have a copy of all the emails if you would like to see. I kept track but its several.Thank you

    Business Response

    Date: 01/23/2023

    Hello! Thank you for this information. We will have the Support Team reach out to you immediately! 

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

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