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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.

Reviews

Customer Review Ratings

1

Average of 29 Customer Reviews

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Review Details

  • Taylor B

    Date: 04/11/2025

    Terrible customer service.The only phone number they have has no way of talking to a person. It says you can get help via chat on the website then hangs up.The chat on the website is automated replies and also doesn't let you chat to a person. If you are persistent enough, you may get an email back from them.I bought a new Cameo 4 Pro for Christmas last year, and it went completely unresponsive 3 months later. It was still under warranty, so I was trying to get it replaced. It took 12 days to get them to agree to send me a replacement. Sometimes there were days in between replies.When I opened the original ticket, I included all the information they would eventually ask for again. Pictures of serial number, video proof that it doesn't work, etc.I wasn't offered a refund for a nearly brand new machine, or I probably would have taken it over a replacement. But that would have extended this whole process by another 2 weeks and I wanted to be done with it.

  • Eric M

    Date: 03/28/2025

    **************** is NON EXISTANT! I tried calling, no way to talk to a representative. I tried the chat online, it was a bot fielding the responses. I sent an email, I got a generic response saying "someone will get back to you" I STILL haven't gotten a response! I bought ANOTHER machine, exact same issues right out of the box! This company is a JOKE!I wish I could give them a 0 star rating because they don't even deserve a single star!

  • Angel V

    Date: 09/27/2024

    I have sent multiple emails to this company asking for support and fixing issues with my account. I have been a customer for 8 years. Sadly someone in the company decided to fix something that was not broke. I have been charged for the same designs multiple times on the same purchase. I have had subscription funds in my account taken when I didnt make a purchase??? I am being forced to spend subscription funds or lose them. The wish list is a total mess and rarely lets us know if we have already bought a design. NO customer service, no answer to emails and zero appreciation for customers. Do not waste your money until this company fixes ALL their problems.

  • Chanda R

    Date: 08/13/2024

    Terrible. No phone number to contact for any issues. Cancels account after money spent. Advise to never waste your money!

  • Sherry B

    Date: 07/18/2024

    The customer service with this company is below poor. They will not communicate with their customers except by email and then do not respond in a timely manner, if at all. You can not speak to a human being, it is email or a robot. This is very cowardly. They have completely messed up my design store library - it is not available to view at all - I have spent 4 years buying designs from them and built a large library, added items to the library, created designs and added them to library - that is hours of time and hundreds of dollars spent and is not available for me to access. This all happened because of an upgrade they did 2 months ago and they still have not gotten it fixed yet. People have been more than patient waiting for them to correct the mess they made with the upgrade/update back in May 2024.

  • Da A

    Date: 05/21/2024

    I would give them 0 stars for customer service. I have 2 issues with my ********************** Cameo 4 Plus, and have emailed them several times, but no response. Theres no one to talk to.

  • Catalina V

    Date: 04/29/2024

    Bought a cameo 4 at the end of February 2024, less then 2 months and its not cutting correctly and making an ugly grinding noise. I have tried emailing to fix the problems with my machine and I just keep getting the run around. I have asked to speak with a supervisor or to speak to someone on the phone and they will not listen. Customer service has been horrible. I have done everything they have asked and they have given no real solutions. They don't have a phone number to call for help, you can only email. Emails take forever to get a response if you're lucky to receive one. If I were able to return this machine I would in a heart beat.

  • Mario M

    Date: 04/28/2024

    My wife was charge for different amounts on her credit card by this company!! total fraud!!!! be careful giving them any info. Someone there is making charges without authorization of the credit card holder. She never had contact with these people but someone get her credit card information and spend money on hee name.

  • Beatriz S

    Date: 04/15/2024

    I would give less if I could. I ordered a cameo 5 on directly from the silhouette website. They sent an email stating the order is in review, and the invoice states the item is backordered. There is no indication on the website that the item is out of stock. The only way to cancel the order is by emailing non-existent customer support. A phone number is provided, but the number directs me to the chat and chat directs me to the support email and the chat does not give me a ticket number for following up. I have gotten zero confirmation that any of my emails have been received. Silhouette has my credit card number to charge at any time, and I have no way to cancel the order. How is this any different from giving my cc to a scammer to run at any time?

  • Dirk B

    Date: 04/08/2024

    Purchased a Cameo 4. First the Autoblade was defective out of the box (first cut went through the vinyl on "1" second worked ok next cut through the vinyl now it won't adjust when clicking on it and won't cut at all.A week after I got it, it kept searching for firmware update. After freezing multiple times I got it to "update firmware" but then it freezes again. I really wish I could return it but no returns even though 1 week and 3 cuts later I can't even use it.4 + hours of my time wasted and still can't get the firmware updated. I think I'll drop kick it out a window or run over with my truck and try getting my money back on TikTok views since I can't use the machine to do what it is supposed to do.

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

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