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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

  • Jan M

    Date: 05/24/2023

    I love the Silhouette machine. But the customer service is terrible. I would not recommend a gift certificate to Silhouette America. Silhouette America and the Silhouette Design Store do not share gift certificates for purchases. I decided since I couldn't use the certificate at the Design Store (which my children bought for me for Mother's Day, not knowing the difference in the two websites) that I would buy the upgrade for my system. They would not let me purchase the sale price of $12.50 with my certificate only the $50 version! The $12.50 could only be purchased with a credit card. On that note, I had to enter my credit card information to use the gift certificate, even though the balance was $0. I email the company 5 times with these and other concerns and only received boiler plate information back. There isn't any "service" in their customer service!

  • Lori B

    Date: 05/12/2023

    They have horrible customer service and technically support. You can only get in touch via email and the chat room is unavailable. I have been having issues with my Silhouette Cameo (I think it is a 2) and I sent 4 emails and I got a email response telling where to go on website and I had told them in one or all the emails that I had already tried that. They stated they one did phone calls if things could not be fix via email. I have asked and supplied my phone number and NO ONE has returned my call. I feel like they are very interested in selling but not in help to those who purchased their products. I can not even figure out who the *** is for this company. I feel that the BBB needs to check into this company and straighten things out for the consumer.*****************

  • Shannon F

    Date: 04/12/2023

    Same as all the other reviews. **************** is non existent. I have had trouble from the get go. Just bought the machine and tried to get all the free products promised with the bundle I purchased. I have gotten a generic response stating that I need to register my machine. I have done that exactly as was laid out, step by step, and nothing! I tried to sign up for my free month subscription, but was charged immediately and then tried to cancel right away, and was charged a fee for canceling. I canceled within minutes of signing up, guess that I must have made an error, but I followed all the instructions, line by line. Tried to contact them......nothing.

  • Jon W

    Date: 03/20/2023

    This Company has to have the WORST support of ANY company I have tried to contact. They don't deserve even 1 star. I have tried multiple times to get help and can not get any response. Now I just want my money back! I can't get any kind of return started because I can't get in touch with a real person. Please don't give your money to them?! I will be looking for another type of machine to purchase.

  • Christina S

    Date: 03/05/2023

    I have had my unit for two years now. I enjoy the silhouette cameo 4 and have had very minimal issues. **************** was on point and helpful when I had to cancel my design store subscription, I've had dealings with customer service here and there before, and overall have had minor issues sorted out just fine. I understand companies can have customer service that isn't quite up to par, but when your company BLOCKS someone's EMAIL ACCOUNTS ( that is purposely plural because silhouette design studio has blocked 2 of my email account for reaching out to support) I have a big problem with you. Now I have aachine that I have to worry if I do run into a problem I cannot contact anyone because someone decided to do this. I never sent a threat, didn't call anyone names, didn't act in any I'll intent, and did not speak out of line. I was having trouble with my library being wiped out and I was distraught - I sent 3 separate emails explaining my steps and where I was on my end to fix it at that time. No one answered after I had a gentleman named ********************* contact me the first time. Then boom, started to get undeliverable email messages. Tried another account, first went through then the rest - blocked. Tried to reach out on the physical site. Mentioned restarting my subscription and oh someone got back to me just about that. Asked about my email problem, blocked. As a company this is NOT ACCEPTABLE, ZERO tolerance and it is outrageous that this is happening. I am not one to stay quiet and this won't be the only place I'm posting. I hold high quality customer service, while in school and through my jobs. I have also seen bad customer service but this tops the cake as a customer was blocked for NO REASON other than not resolving my issue. It's not right, childish, and downright selfish as most their customers pay a lot for these units. I will be placing resources to see all this info on machines and products in stores too moving forward.

  • Claire W

    Date: 01/17/2023

    Technical support is non existant. i keep getting an error message when trying to cut balsa wood. I have watched numerous videos, tried chat and emailed. The only response I got from email was word for word what their website help section said, which did not fix the issus. there is either no one there who knows how to make these machines work properly or they just aren't willing to help.Wish I couls give zero stars!

  • Jeanne W.

    Date: 12/12/2022

    I have tried contacting Silhouette America several time through their website, ******** page, and emailing them asking them about resetting the Designer Edition license keyafter re-installing my old (but still working great) Silhouette Cameo 2 on my new computer, I'm unable to update it to the latest version in order to re-install the Designer Edition that I also purchased years agoI read in their FAQ that they will need to reset my license key for me...I have 2 remaining installs on itbut its been several weeks and Silhouette America still hasnt responded to anything Ive sent them. Reading through the reviews, it looks like Silhouette America has responded to some of themso Im in hopes that someone will respond to mine! I'll be checking back frequently! Thanks!

  • Jessica T

    Date: 11/30/2022

    These people OBVIOUSLY do not back their product. I should have read the fine print before even ordering! If you so much as OPEN the box on anything you order, any returns are NULL AND VOID! I reached out to customer support, got one email back and have tried emailing them again and have not heard anything. I opened this product and used it ONE TIME and they will not return it even though it won't even cut through a simple piece of medium weight cardstock. it's loud and obnoxious, and doesn't come with very good instructions on top of that.

  • Todd J

    Date: 11/04/2022

    Silhouette Studio software keeps crashing and freezing. I have been having this issue for 8 months. **************** is through email only, I have done what they told me to do to resolve the issues, and the software still have issues. I have contacted customer service several time, and keep getting the same canned messages. At this point I don't know what to do next. I have a vinyl cutter I can use, because the cutting works best with the softwire is came with. I researched and other people are have the same issue and response from customer service.

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

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