Complaints

This profile includes complaints for Cricut's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cricut

  10855 S River Front Pkwy Ste 300 South Jordan, UT 84095-5762

• 

  Cricut

  10855 S River Front Pkwy South Jordan, UT 84095

• 

  Cricut

  99 Brainerd Rd 4F/11 Building Boston, MA 02134

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:07/02/2025

  Type:Service or Repair 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.

  After researching for 1 year, I purchases a Cricut Joy Xtra on line from Michaels and received it on June 17. After working with it, realized it would not work for my needs despite the information I obtained during my research. On June 20 I called the customer service line and spoke with Tra. I referenced their 45 day guarantee. Tra asked me to send her my proof of purchase which I did via email and she confirmed receipt. I asked if the return would be thru a check to me; she put me on hold and came back stating that it would be refunded to be thru a check. She stated I would get am email with the return shipping information.
  
  Instead of receiving an email with return information I received emails requesting additional information but not saying what that information was. I called and spoke with Tra again, She said she told me wrong information and they would not taking the machine back. My extensive experience in retail/customer service dictates that you honor what your employee says to a customer. Tra said she was unable to do anything and I requested to speak with a supervisor. Spoke with ****** and she stated that they would not take the unit back due to 'policy' despite being told otherwise.
  
  She did offer to schedule a Zoom training call which I reluctantly agreed to and gave her a date and time I would be available. I never received the zoom invitation.
  
  Tra did send me a workaround to my issue but it did not work to my satisfaction, In addition, every time I tried to work with the machine I had troubles and spent some time with customer service working thru the issues but I am still not satisfied with the machine or the company as a whole.
  
  Bottom line is I would expect a business to honor what their employees tell a customer. That's just good business.
  
  Thank you -

  Business Response

  Date: 07/09/2025

  We apologize for the experience you had with your Cricut JoyXtra and our Member Care team. The JoyXtra comes with a 1-year manufacturer's warranty when purchased from an authorized reseller. For Cricut products not covered by our limited warranties (such as materials and tools), we offer a 45-day Satisfaction Guarantee in the United States and Canada. I sincerely apologize for the confusion regarding this policy. We are actively working to ensure our team provides accurate information moving forward.
  
  As the machine was purchased by a retailer, we are unable to honor your request to return/refund the machine as we cannot provide refunds for orders not placed directly through Cricut.com.  For more information about our return policy, please visit ********************************************
  
  Upon further review, I found that our team scheduled a video call with you. We tried to reach out a few times last Thursday to arrange this, but we were unable to connect. We would love to continue reviewing this matter and exploring options that will help you maximize the benefits of your machine. Please keep an eye out for further communication from our team. 
  
  If you still wish to return the machine, please explore that option with the store where it was purchased, as we as the manufacturer are unable to accept a return for a machine purchased with a retailer.
  

• Initial Complaint

  Date:05/21/2025

  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 Cricut Heatpress 2 on January 18th 2024 from Target total was $180, I used the machine a handful of times and now the heat sensor on the machine is broken, it will be set at 315 degrees and goes all the way to 400 degrees within minutes and the machine is extremely hot and burning shirts. I contacted Customer Service and was told because it's over a year there is nothing they can do, they don't sell replacement parts and was told that they would have gave me $50 off another one but because the price of the new one is only $130 not over $150 they cannot give this to me either. So I am stuck with a $180 door stopper and out $180. How convenient the unit breaks 3 months after their 1 year warranty. Such a crappy outcome and I don't recommend buying Cricut Heatpress units as I have seen online multiple people complain of these same issues and Cricut does nothing because of course they happen right after the year warranty. DO BETTER CRICUT!

  Business Response

  Date: 05/22/2025

  We sincerely apologize for your experience with the Cricut EasyPress. We will further investigate this matter to better assist you. Our Member Care team will be reaching out to you soon to offer additional assistance. Thank you for your patience and understanding as we work to resolve this issue.
  

  Customer Answer

  Date: 05/28/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair 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.

  Purchased a refurbished Cricut machine for over $300. I did not test it immediately, and it's now two weeks past the warranty expiration. Upon first use, the machine was completely non-functional. Despite never being used, Cricut refuses to offer a refund, replacement, or repair—only a $50 coupon. Seeking a fair resolution for a defective product.

  Business Response

  Date: 05/20/2025

  We apologize for the experience with the Cricut Maker. The manufacturer's warranty covers the machine for a year from the date of purchase. Our team has exhausted the troubleshooting available. As the Cricut Maker is outside the warranty period, the courtesy compensation provided is intended to assist with the cost of a new machine. Please refer to our warranty policy for additional warranty information: ********************************************************************. If you have any further questions, please contact our Member Care team, to discuss our warranty policy with you.
  

• Initial Complaint

  Date:05/16/2025

  Type:Product 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.

  Cricut does not provide any form of advance notice for an annual renewal charge to allow the user an opportunity to cancel. And once charged, they refuse to issue any refund even though the service is not and has not been used.

  Business Response

  Date: 05/19/2025

  We sincerely apologize for your experience with the Cricut Access subscription. We will investigate further. Please watch for communication from our team.

• Initial Complaint

  Date:05/07/2025

  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 cancelled my account on May 1, 2025. My account cancelation was confirmed. After I canceled, I was billed for May and my account was restored. I would now like to be refunded for May and cancel my account, as was already confirmed. I was told via online chat that I cannot be refunded because cricut is non-refundable.

  Business Response

  Date: 05/09/2025

  We apologize for your experience with the Cricut Access subscription. Please note that your subscription billing date falls on the 1st of each month. Your Cricut Access subscription was canceled on May 1, 2025, which is also the date it is billed. To avoid being charged on the next renewal date, you must cancel your subscription before the renewal date.
  
  Cricut Access is non-refundable, and we are unable to refund the subscription. The subscription was canceled effective 5/1/2025 and will not renew in the future. Please refer to our Cricut Access policy for additional information: *************************************************************************************;
  
  If you have any further questions, please contact our *********** team so we can discuss our Cricut Access policy with you.

• Initial Complaint

  Date:04/21/2025

  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 was charged a monthly fee for a year and never used the service. It's called Cricut Access. I just recently canceled but they refuse to refund my money. My bank won't go back that far when I dispute it. They've taken my money and say they have a no refund policy. This is unethical I want my money!

  Business Response

  Date: 04/23/2025

  We are sorry to hear about your experience with the Cricut Access subscription. Cricut Access is non-refundable, and we are unable to issue a refund for the subscription. Your subscription has been canceled, effective April 17, 2025, and it will not renew in the future. For more information, please refer to our Cricut Access policy at *******************************************************************************. If you have any further questions, please reach out to our *********** team. Thank you.
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23232107
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/18/2025

  Type:Product 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 paid $1373.39. I tried to cancel the order, and was told I'd have to refuse the shipment. When the items arrived, I promptly took them back to the shipper, ****** Tracking # shows it was signed for a month ago. Seller has issued two refunds in the amounts of $354.74 and $279.35. The remaining refund of $739.30 hasn't been issued. I keep being told to wait, but then when I reach out, they tell me I didn't return it right. I am concerned they will not refund the remaining $739.30.

  Business Response

  Date: 04/23/2025

  We sincerely apologize for the inconvenience you experienced with your order. Our team has received the tracking information you provided and has confirmed receipt of the items.

  A refund for the remaining balance of your order has been issued, and you can expect to see the funds in your account within the next 7 to 10 business days.
  
  If you have any further questions, please feel free to contact our Cricut *********** team.

• Initial Complaint

  Date:04/07/2025

  Type:Product 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.

  My machine stopped working. I called cricut. Talked to ***** *. She had me do multiple things to the machine and test the cords. It did not work. She than told me to write down the code she was sending me threw email. To write the number down plus write the serial number down. Take a picture of that information next to the serial number on the bottom of **********************. Than record the actual issue I was/am having with machine. Than send that to her threw the email she had sent. I did but I sent the a video of my cameras. She stated. I have now sent 4 emails back of all the information she requested. ***** G is repeatedly sending me emails requesting this. ***** G is acting like she has not received any of the emails I have sent now. This machine is not even a year old. It does not turn on. Cords and outlets are working correctly. The machine is not. I want a replacement like I was told I would receive. Or my full payment amount plus shipping I made towards this machine. I have a second video of plugging machine in hitting the on button and it not turning on. But for some reason this sure won't let me upload it. Stating it is to big. ******* is the number I was sent by ***** G serial number on ********************** ************ Model ********. I should not of had to send 4 emails to ***** G and still she says to send that information. What a scam.

  Business Response

  Date: 04/09/2025

  We are sorry to hear about your experience with your Cricut Explore 3 and our *********** team. We will be investigating this matter further. Please keep an eye out for communication from our team.

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23174344
  
  I am rejecting this response because: I did receive a phone call from Cricut. April 10th. Regarding a Explorer 3 will be shipped out to me. Including a return label box to return the one that is not working. I was to receive a email. With the  tracking number for the new machine. I have not received this information yet. I gave my correct address and email address.  I do not want to close this complaint. Till I literally have the new machine. Explorer 3 in my hands. Working properly.  Not trying to be difficult. But just because a person from a company. States that they will do something. Does not mean that the employee will do as they say.  Thank you for responding in a timely manner. I appreciate it. 
  
  Sincerely,
  
  **** **********

  Business Response

  Date: 04/17/2025

  We apologize for the inconvenience. Your replacement, Explore 3, is on its way! We have directly emailed you the tracking details to check the status of your replacement. A return label will be emailed shortly to return the defective unit. If you have any questions, please contact our Cricut *********** team. 

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair 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.

  Following a software update to the Cricut Maker, the "Print Then Cut" calibration feature has ceased to function properly. This issue has persisted for an extended period, effectively rendering this key feature of the machine unusable.I am concerned that this may have been an intentional change, as a Cricut representative informed me that my only option was to purchase a new machineoffering only a $50 coupon toward the replacement.This response is unacceptable. At a minimum, users should be given access to the previous version of the software that allowed the machine to operate as originally intended. Customers should not be forced to buy a new device due to a software update that disables core functionality.

  Business Response

  Date: 04/04/2025

  We apologize for your experience with your Cricut Maker It was determined that this was an issue with the Print-then-Cut sensor on the physical machine. Although the Print-then-Cut feature does not function on the machine, it can still be used for basic cut projects.
  
  Our team has exhausted the troubleshooting available. Repairing the machine is not an option we have available. We are sorry for the inconvenience. As the Cricut Maker is outside the warranty period, the courtesy compensation is an option provided to assist with the cost of a new machine. Please refer to our warranty policy for additional warranty information: ****************************************************************************************************. If you have any further questions, please contact our *********** team, to discuss our warranty policy with you.
  

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair 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 purchased a brand new cricut machine 2 years ago, I have used it sparingly. I went to use it and saw that the power light is red. Cricut customer service says the machine is dead and because it is out of the one year warranty timeframe, the only thing they can do is give me $50 off a new machine. The cheapest replacement option is listed for $180 on their website.

  Business Response

  Date: 04/02/2025

  We apologize for the experience with the Cricut Explore Air 2. The manufacturer's warranty covers the machine for a year from the date of purchase. Our team has exhausted the troubleshooting available. As the Explore Air 2 is outside the warranty period, the courtesy compensation provided is intended to assist with the cost of a new machine. Please refer to our warranty policy for additional warranty information: ********help.cricut.com/hc/en-us/articles/360009431214-Cricut-Warranty. If you have any further questions, please contact our Member Care team, to discuss our warranty policy with you.

  Customer Answer

  Date: 04/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: a one year warranty, which was not posted on the online listing for the item, is insufficient for a product which costs $170. I was not offered any possible solutions until I escalated twice. The solution I was offered felt like it was to placate me. 
  
  
  
  Sincerely,
  
  
  
  ********* P