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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:01/12/2023

    Type:Product 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 contacted Silhouette America Customer Support in December after my 2 month old Silhouette 4 machine would not longer load the cutting mat.The load button is not working on my machine that is 2 months old. It was working, but it has stopped working. I have done all of the things they asked me to do in the emails they sent, but the load button still does not work.The last email I got from them on Dec. 27, 2022 asked for a video of the problem. I sent the video in an email multiple times in case they didn't get the previous email. The video was sent to them on December 28, 2022 and it is now January 12, 2023 and I still have not received a response from them.I opened another support ticket with all of the information that I have tried, and I have not received a response to that support ticket either.The chat button on their site is not a chat. It forces me to submit a ticket, so there is not way to actually talk to a person.

    Business Response

    Date: 01/16/2023

    Hello! We're sorry to hear about your recent experience. We will have an agent reach out to you as soon as possible! 

    Customer Answer

    Date: 01/16/2023

     
    Complaint: 18730599

    I am rejecting this response because:

    You should have had an agent contact me 3 weeks ago when I repeatedly asked for help, before I had to bring it to the Better Business Bureau in order to get a response from you. Your customer service is terrible. 


    Joanne 

    Customer Answer

    Date: 01/17/2023

    Please close this complaint. 

    Although the Silhouette company did not fix the issue, the seller I bought the machine from is sending a new machine to replace the defective machine.  I no longer wish to correspond with the Silhouette company about this issue.

  • Initial Complaint

    Date:01/12/2023

    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.
    I placed an order with Silhouette America for Auto Blade Bundle BF2022-14 (replacement blades) and was charged $24.75 for the blades in the beginning of December (Dec. 11). I have not received my package so I have been emailing the company repeatedly (since they do not offer any other means of contacting them-poor customer support/service). It is now January 12th and I have not received a response from them. I am a long time customer - I have used their products for over well 15 years now and invested a lot of money on their equipment and designs, etc. *********** is not what it used to be and I am extremely disappointed and frustrated with how they are treating customers.

    Business Response

    Date: 01/24/2023

    Hello! We're sorry to hear of your recent experience with the ******************* We are showing your order was reshipped on 1/10 and was delivered on 1/12. If you have still not received this please reply to the agent assigned to your case with the confirmation of your shipping address so we can attempt another shipment for you. 

  • Initial Complaint

    Date:01/10/2023

    Type:Product 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 Pro on 12/16/22 from Swing Design.com. The order number is ******. I followed set-up instructions thoroughly, even connected the *** to my computer before using bluetooth. However, the machine will not connect via bluetooth. Ive read and performed every troubleshooting step with no success. I have reached out to Silhouette America, but it is ridiculously impossible to get results. They only respond via email, and it takes days to get a response. This is time I do not have. I need to return the machine as I cannot use it. Right now, it will only work via *** but due to lack of space, I cannot place the machine in reach of the computer. I havent performed any jobs because it *********** not connect. I tried to contact Silhouette America via chat, and the chat is closed, yet the company is still operating during business hours. These machines cost hundreds, and not being able to speak with an agent is unethical. It is taking days for something that could be fixed in minutes because you cannot get a rapid response. This is causing problems for those like me who have projects with due dates.

    Business Response

    Date: 01/11/2023

    Hi ******! We would be happy to continue helping you with your machine. We will have a Customer Support Senior Specialists reach out to you shortly to schedule a call time. 

  • Initial Complaint

    Date:01/09/2023

    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.
    Placed order on December 19th knowing that the return policy only accepting unused, unopened items. Emailed on 12/30 asking for a return. Support emailed back and asked a few questions and that they would respond with instruction on how to return items. Answered their questions on the same day and never heard anything back. Emailed them again on 1/5 and 1/9 and opened two more cases for this same issue. Called their support line and it just directs to their online chat and email. Tried to use the online chat and it doesn't work. Unacceptable business to ignore customers that want to return items.

    Business Response

    Date: 01/10/2023

    Hi *****! We're sorry to hear of your recent frustrations. We will have an agent respond to your email today with further instructions for your refund! 

  • Initial Complaint

    Date:12/13/2022

    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.
    I charged $50.00 for Silhouette designs and can't access the credit. I have emailed them many times and tried to contact them with no success. When you call, you can't talk to anyone and I have sent countless emails.

    Business Response

    Date: 12/14/2022

    Hi *****! We're sorry to hear about the credits for your account. We were able to locate the email sent and will have one of our Support Agents respond as soon as possible to help resolve your concerns! 

  • Initial Complaint

    Date:12/09/2022

    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 platinum credit boost in the Silhouette Design store on 11/29/22. It was $100 of credit boost for $50. I paid for it using Amazon Pay, which was a payment option offered by Silhouette. I reached out 12/01/22 using the vendor contact through Amazon Pay inquiring where my credit boost was, no reply.I went online to Silhouette America to get support. Chat is not an available option so I had to email. I did this on 12/06. All payment details were provided including the Amazon Pay reference number. No reply. I called the customer support phone number, useless! No person is available. They state chat is an option which it is not! Then it hangs up on you. I have contacted support at Silhouette via email 4 times and, 11 days later I still do not have my credit boost nor the courtesy of a reply. The company locks you out of getting ahold of them!I want my credit boost added to my account and the courtesy of a prompt professional reply and resolution to this matter.Needless to say with this poor customer service I will tell anyone looking for a cutting machine to get a Circuit ( and yes, people do ask me for my opinion).

    Business Response

    Date: 12/14/2022

    Hi *****! We do apologize for your frustrations with the purchasing of a credit boost. We are showing that you have been in contact with one of the Support Agents and will ensure they respond to your most recent email as quickly as possible! 

  • Initial Complaint

    Date:12/08/2022

    Type:Product 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 silhouette cameo 4 pro machine for $500 not including accessories. I have had constant issues with the machine since I opened the box. The machine does not work as intended. I have contacted customer support several times via email and explained the issue in great detail and even included pictures to the the issue that I was having. The only correspondence that I received back was auto-reply that did not address the issue at all. I repeated this process seevral times and even asked for a refund which they do not allow because I opened up the box already. Opening up a box should not void a faulty machine. They refuse to refund and/or help with the situation at all.

    Business Response

    Date: 12/20/2022

    Hi *******! After further review of your email transcripts it appears a refund will not be available as the machine has been used but we are more than happy to continue with the warranty option on your machine. If you would like to pursue this option please reply to the agent assigned to your case! 

    Customer Answer

    Date: 12/22/2022

     
    Complaint: 18542066

    I am rejecting this response because:

     

    Item was defective from the beginning. I sent an email in the first day I recived the item. I have gone through the necessary steps and the issue was not resolved. The customer service is also horrible. I do not want to support a company like this. The only acceptable solution at this point is a full refund. Thank you. 

    Sincerely,

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

    Business Response

    Date: 12/22/2022

    Hi *******! While we are unable to process a refund for your machine due to the warranty policy in place we are more than happy to help you in getting the machine working properly. Full warranty information can be found here: https://www.silhouetteamerica.com/legal#warranty-info If you decide to continue troubleshooting feel free to respond to the agent assigned to your case. 

  • Initial Complaint

    Date:09/16/2022

    Type:Product 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.
    When i purchased the item i was able to use the machine to cut SVG files. Now the tookbthis option away and you have to pay forcan upgrad to cut SVGs i feelvthid is bait and switch.

    Business Response

    Date: 09/19/2022

    Hi *****! We appreciate your time to provide your feedback! Please note the option to import SVGs was not an option in the Standard Edition. This feature was introduced with the upgrade to Designer Edition in 2012. We do apologize for any confusion regarding this feature. 

  • Initial Complaint

    Date:09/15/2022

    Type:Product 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 been trying to get in touch with them with regard to charges and no shipments received for the last 60 days. By email and chat - NO response. I want my product OR my money back.

    Business Response

    Date: 09/19/2022

    Hi *********! We were able to pass along your information to our ****************** and they will reply to your email shortly! 

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

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