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Business Profile

Novelties

Cricut

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Novelties.

Complaints

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

Find a Location

Cricut has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • 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

    Customer Complaints Summary

    • 250 total complaints in the last 3 years.
    • 69 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:12/05/2023

      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.


      Complaint: ********



      I am rejecting this response because: one of there employees should know the warranty information before telling a customer that they are shipping out a new machine! Follow thru on your employees words or they should look up all that information before telling customer that they are shipping out a new machine! 



      Sincerely,



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

      Business Response

      Date: 12/06/2023

      Hi ******, we are so sorry for the confusion. At this time your Mug Press is a year and 8 months out of warranty. Because of this we are unable to replace the machine. Here is a link to our warranty policy for more information. **********************************************************************

    • Initial Complaint

      Date:12/04/2023

      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.
      2 years ago I purchased a Cricut Marker. The rubber rollers on the machine began to shift. Eventually one of them melted. I was informed by Cricut that my warranty had expired. Looking for solutions to fix it brought me to thousands of other people who bought the same machine and had the same problem. Cricut knew this was a defect in their machine and released a newer model with the issue fixed. They did not make a recall. They did not offer to replace the faulty machines. Cricut refused to fix or replace any of these machines. They only offered $25 off a new machine which costs $400. It has ruined multiple cutting mats and cost me $1000s of dollars in wasted and destroyed material and business. Many customers, like myself have lost money and have a useless machine.

      Business Response

      Date: 12/04/2023

      Hello and thank you for your feedback. We appreciate you taking the time to contact us and apologize for the experience that you had with our machines. We do include a 1 year warranty with all our machines to serve our members. If you have further questions or concerns, we'd be more than happy discuss this situation further if you reach back out to us at ****************************************.

    • Initial Complaint

      Date:11/30/2023

      Type:Delivery 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 the mug heat press from Cricut $190.79. The shipper (Cricut) facilitated delivery through (fed.ex).It was mistakenly delivered to my neighbor and took a picture of the incorrect location they delivered too, I had been advised it would be delivered after Thanksgiving and began to look for it on that Friday.I found an email stating it was delivered Nov 21, 2023, to my neighbor with a picture confirming the delivery. I sought to confirm it was in their possession and they did not confirm the delivery. __________________________ I began the claim with ***** and who told me to wait 48 hours and they would reach out to me. I was then told to contact the supplier for further assistance.I then contacted Cricut, who told me there was nothing they could do, it was delivered. (Done)!I confirmed it was delivered to the incorrect address and I do not have my item I was told to call the police and file a police report. That's all they are willing to do..I explained I have done nothing wrong and needed my item or money, they said sorry.>See the below chat... and email from the manager for the follow up.(12:52:14?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: Are you telling me that there is nothing else you may do for me...Due to your partner that you have procured as a delivery mehtod made an error showed the error and is willing to correct it and you are saying the paper work necessary you will not fie.(12:53:41?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: What do I need to do to get my money back (12:54:03?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: Fed Ex said they made a mistkae and took and posted the picture (12:54:10?PM) *************************: I will check what can be done from our end, We will need to investigate more into this and get back to you via email.(12:54:16?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: They said to share the info with you of what to do (12:54:23?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: You say go to them (12:54:26?PM) *************************: Can you please confirm shipping address?(12:54:55?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: I am out of the equipment and $190. No one is being *********************?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: ********************************* ****************************************************************** (12:55:28?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: 616.(12:55:33?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: 616 (12:55:41?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: ******** (12:55:48?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: ***************** (12:56:06?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: I have no reason to tell a story and I did nothing wrong.(12:56:23?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: My billing address is the same for (12:56:24?PM) *************************: I know that it isn't your fault at all (12:56:32?PM) *************************: What is the 616 ?(12:56:35?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: my card I used to pay you guys.(12:56:52?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: I work at Koeze Gourmet and Nuts (12:57:07?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: We also us Fed.Ex due to prices being lower (12:58:29?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: But we honor our customer claims if they file a claim. I honestly would no tell you a story and risk God being upset with me over $190.(12:58:57?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: But I also just started working again on 10/16 and do not have any extra (12:59:21?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: ************ It was my phone number.(1:00:16?PM) *************************: I will do my best to investigate into this, Your issue has already been raised to the concerned team, We will work into this, I know it's hard nowadays with the money and all.(1:03:36?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: I appreciate your tenacity. I would appreciate a manager reviewing the details. ******, one thing concerns me, the fact that you said we cannot confirm that it was lost or stolen...the reason it concerns me is this. I the customer paid in good faith for an item to arrive, via your partner the delivery person made an error and delivered to an incorrect address, then posted proof of their error. I do not have the item and do not have my refund. But again did nothing wrong.(1:04:19?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: ******...I realize things happen for a reason and I will leave this in God's hands, he knows I am telling the truth.(1:04:53?PM) *************************: I already raised this to my managers to review, I believe you and I will do my best to follow up with you for any updates.(1:06:54?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: I don't mean to be a wuss, but I did not tell a fabricated story nor was no forthcoming. Please have a manager refund my payment (1:07:24?PM) *************************: I will see what can be done, Maybe we can replace it or refund it.(1:07:43?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: I look forward the resolution. I guess I just forgot bad things do happen to good people.(1:08:20?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: I do not wish to have it replaced. I simply wish to have my money given back to me. Please and thank you.(1:09:18?PM) *************************: We cannot promise a refund here, However I will be checking this from our end, I will do my best (1:09:48?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: ******...Thank you for you help. Have a Blessed Holiday Season for you and your family.(1:09:58?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: God Bless (1:10:11?PM) *************************: You too, My regards to your whole happy family!(1:10:20?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: Will they email me my refund info (1:10:32?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: I am claiming that in ***** Mighty Name!(1:10:46?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: Please take care.(1:10:51?PM) *************************: You too!(1:10:56?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: I will.(1:10:58?PM) *************************: You will receive an email with all the details (1:11:09?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: Okay and thank you for everything.(1:11:11?PM) *************************: Have a great holiday and a happy new year!(1:11:16?PM) *************************: Sure thing!(1:11:35?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: Working on it. :)(1:11:46?PM) *************************: I am sure you got this!(1:12:07?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: Regardless...If I don't God Does.(1:12:30?PM) *************************: Amen!(1:12:45?PM) *************************: Is there anything else I can help you with? Please don't hesitate on asking me anything!(1:13:15?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: No, but it was nice to chat with a Believer. Amen and Amen...(1:13:39?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: You may end the chat now and I will look forward to my resolution.(1:13:48?PM) *************************: Thank you!(1:13:51?PM) *************************: Please note that you might be receiving a really short survey, the rating is about me specifically and my performance as I want to make sure you're highly satisfied with my service today. However, if you'd like to submit any Cricut-related feedback, there will be a short comment in the end, you're always heard.(1:14:19?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: Okay. I will respond.(1:14:25?PM) *************************: Thank you!(1:14:27?PM) *************************: Bye!(1:14:38?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: You are most welcome.(1:14:39?PM) *************************: God bless you!(1:14:50?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: You and your family as well.(1:15:49?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: I know my little order means nothing to a big company like this. But if they keep treating the little people with no regard it will catch up with them.(1:16:06?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: They will have to become more mindful.(1:16:21?PM) *************************: This is not the experience we want our member to have for sure!(1:17:32?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: My boss says I have to get off chat and back on phone and my chat here at our company. She has been most generous and is in awe of the way no manager is willing to step up and take responsibility for an error that has picture proof provided.(1:17:42?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: I have to go now. Take care.(1:17:52?PM) *************************: you too!(1:17:58?PM) *************************: Thanks for your patience (1:17:58?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: Is there anyway I may print this chat?(1:18:36?PM) *************************: You will receive a transcript after the chat ends!(1:19:53?PM) Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund: Okay. Thank you see you later.(1:20:08?PM) *************************: :)(1:20:12?PM) *************************: To end the chat, Kindly click on the *** top right (1:24:25?PM) *** Two Requests: Please FILE Claims.Claim #1: Initiate the "Loss Package Procedure" online Claim #2: Claim online at fed.ex.com, to allow processing of refund left the chat ***____________________________________Manager Response: Your request (*******) has been updated.**** (Cricut)Nov 30, 2023, 1:08?PM MST Hello *********************************, My name is ****. I am a supervisor here with Cricut ************ We tried to contact you today but were unable to reach you. I truly apologize for any inconvenience the delivery issue has caused. I was able to review the case, and I am truly sorry we are unable to replace the order due to the order being shipped and delivered. What we recommend for you to do in this case is to please file a police report and show them the image taken by *****. I will attach the image and file on the bottom of this message for you. If you have further questions or concerns please don't hesitate to give us a callback, we will be more than happy to continue assisting you. Your case number for today is ******* Phone support is open Monday - Saturday 7 am to 6 pm MDT, ************** (1-877-7CRICUT). Chat support is open Monday - Saturday 7 am to 6 pm MST. (Click the green question mark on the contact page). cricut.com/contact Thank you so much for your time, and Thank you for being a part of the Cricut Family ?? I hope you have a fantastic week ?? Should you have any inquiries or require further assistance, please do not hesitate to reach out to us. Please note that replies to this email will go unnoticed; however, our dedicated customer support team is readily available to assist you via phone should you have any additional questions or concerns. Once again, we appreciate your understanding and continued patronage, and we look forward to serving you in the future. Cricut Contact ************************ ??Happy Crafting ??****??Experience Maker *************************************** *************************************

      Business Response

      Date: 12/01/2023

      We are so sorry to hear about your experience. Upon further review of this matter, we recommend working with your local authorities for help retrieving your package. If you have additional questions please contact our *********** team. 

    • Initial Complaint

      Date:11/30/2023

      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.


      Complaint: ********



      I am rejecting this response because:

      Firstly, I must emphasize that your reply is wholly unacceptable. The return policy displayed on your webpage failed to provide any information about the possibility of returning items to a U.S. address. When I made my purchase on your Canadian website and paid with CAD, there was no notice or indication whatsoever on your website about the return location. This lack of transparency is extremely disconcerting.
      It is unreasonable to expect consumers to bear the burden of an international shipping fee when such crucial information is not clearly communicated during the purchase. While I acknowledge that your policy states consumers are responsible for the return shipping fee, returning to a foreign address significantly differs from returning to a local one. Had this been explicitly mentioned on your website, I would have made a more informed decision, potentially choosing to purchase from a local store instead.
      During a conversation with one of your support agents, I was informed that the return location would be determined by the return team, potentially in Canada or the United States. This contradicts your recent response, which claims there is no return location in Canada. The shipping fee for purchases on your website is 15 CAD, indicating that you can provide shipping at this price. However, requiring customers to pay substantially more for returns seems intentionally designed to make the return process difficult for consumers.
      I must also highlight that your return policy mentions a 15-day window for returns after receiving the return address. If the delay caused by your response extends beyond this period, I will be unable to return the product. In such a case, I may be left with no choice but to explore legal avenues to address this matter.

      I am reaching out with the hope that we can find a resolution that is fair and considerate of the circumstances outlined above. Clear communication and transparency are essential for a positive customer experience, and I trust that your company values these principles.
      I kindly request your prompt attention to this matter and a response that addresses the concerns raised. Your cooperation in resolving this issue appreciated.



      Sincerely,

      ******** **** shipping fee.

      Business Response

      Date: 11/30/2023

      We apologize for any inconvenience, upon further review we don't have a local return available. Per our return policy return shipping is the customer’s responsibility. The return details have been emailed to you. If you have any additional questions, please contact our Member Care team.

    • Initial Complaint

      Date:11/29/2023

      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.

       

      Complaint: ********



      I am rejecting this response because:

      The machine was never received, only the paper and stuff was received for the machine.

       

      I’ve tried calling to no avail and emailing them.

      they sent an rma and no form attached 



      Sincerely,



      **** *****

      Business Response

      Date: 11/30/2023

      Hi ****,

      After reviewing your case, it looks like we were working with you on a return for your machine. We would love to assist you with this, please keep an eye out for an email from our team!

      Business Response

      Date: 12/04/2023

      Hi ****,

      After reviewing our previous interactions we see we were working with you on troubleshooting the machine and then a return. We would love to assist you with this. 

    • Initial Complaint

      Date:11/28/2023

      Type:Billing 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 signed up for a free trial of the cricut subscription. I did not use it and cancelled BEFORE the time that was allotted. Now, they are still trying to charge my credit card and the website says that a membership is active when I HAVE ALREADY CANCELLED. CANCEL THE MEMBERSHIP AND ERASE MY CREDIT CARD INFORMATION NOW!

      Business Response

      Date: 11/29/2023

      Hello! We apologize for the confusion on your account. Based on what we show on our records, you did in fact cancel the renewal on time to prevent further charges. Your subscription will remain active for the duration of the trial period. If you need further assistance on your account, please reach out to us directly at ***************************

    • Initial Complaint

      Date:11/27/2023

      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.
      In order to have access to a large library of art and projects, Cricut offers a monthly subscription called Cricut Access for $9.99 / month. When I purchased my latest Cricut machine, I decided to also purchase the subscription (the subscription is optional and is not required to use the machine). I recently discovered that since at least October, 2021, I have been charged twice per month, $9.99 on the 4th of each month, and another $9.99 on the 20th of each month, for this subscription. A second fee is not otherwise useful - I do not get any additional access or extra features. It was a mistake that I believe was made by Cricut when I had an interaction with support over my inability to access the art and features of my subscription even though the monthly charge was being made. Upon talking via support chat to Cricut, they acknowledged that this additional subscription was a mistake and they disabled the 2nd subscription. However, I was only offered a 3 month credit (worth 29.97) as compensation for the mistaken expense. I was told the refund could not be made because my agreed terms of service for the subscription did not allow it. However, I did not agree to a second subscription. I view this is as fraud.

    • Initial Complaint

      Date:11/25/2023

      Type:Sales and Advertising 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.
      Cricut has been charging me a monthly fee of $9.99 since May 2023. I called and spoke with a customer service representative and asked that they stop, she informed me that she can’t do anything about it. She looked up my email that I provided and said that she couldn’t see any subscription linked to it. That the account was opened in October of this year but it was actually used on an account that was opened in December of 2020 which I informed her over and over again. She said that she doesn’t see that on her end and said that I need to stop the charges with the bank which will charge me even more money.

      Business Response

      Date: 11/27/2023

      Hi *******,

      Thank you for bringing this to our attention. Please keep an eye out for communication from our team.

    • Initial Complaint

      Date:11/25/2023

      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.
      In may I purchased a cricut maker 3 from Walmart. I did not attempt to use nor register it until now. Unfortunately the machine I purchased is defective as the bluetooth feature does not work. I use a Mac book which does not support the USB feature . I spent hours on the phone with cricut tech support attempting every possible trouble shooting solution. Concluding that that the machine itself is indeed the issue. my warranty is not up. the customer representative informed me that since I did not purchase the machine from the cricut site, she cannot help me replace the machine. again the machine is literally brand new never been used I paid full price for my machine and I did not ask for a refund, I asked for a replacement. It is completely distasteful that this company released defective machines to the public, costing over $ 200.00 and will not honor the warranty. I do not have a receipt for a purchase I made 7 months ago. The rep. refused to connect me with a manager and basically told me to call back when I have proof of purchase. I don't understand how the serial number on the machine itself is not proof enough of purchase especially if the machine is not even registered. And it is only not registered because it will not connect to my laptop to complete the registration process. I own a small business that depends on my cricut and I have lost a mass amount of money in the purchase itself, as well as for all of the orders I cannot produce because I unknowingly purchased a machine that is not bluetooth compatible. Although bluetooth connectivity is a major feature for the machine. It is all very frustrating to have purchased such an expensive defective machine and not be accomidated with a solution. Extremely disappointed.

      Business Response

      Date: 11/27/2023

      Thank you for reaching out with your concerns. We apologize for your experience with this machine and our customer service. We'd like to assist further with this so please be on the look out for more communication from our team via email.

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