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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.

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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

    Customer Complaints Summary

    • 325 total complaints in the last 3 years.
    • 94 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:02/20/2025

      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 online order with them. I received tracking information. Cricut says that *** Ex has the order and *** Ex claims they have not received the package. I have contacted their (Cricut) website a few times and I get a run around.

      Business Response

      Date: 02/21/2025

      We sincerely apologize for the experience with your order and our Cricut *********** team. We are currently investigating this further. Our team will be contacting you directly to assist you. 

    • Initial Complaint

      Date:02/13/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 received a new Cricut 3 heat press as a gift. When I tried to us it, it wouldn't turn on it had an error code of E05. I called Cricut support, spoke with ****, I explained to him, and asked what the E05 meant, he said the cricut machine will not work, it needs to be sent back, b/c it's defective, but dont worry cricut will get you a new machine. He sent me an email stating to send in a video with the case number, and showing what's wrong with the Cricut. **** verbally told me that if I had the receipt, it would be helpful, and not to worry that cricut would send out a new machine. I tried to get the receipt from my family member, but they didn't have it anymore. I sent in the email with the video and an explanation of my family member not having the receipt. I would only get back from Cricut (****) that I didn't follow the instructions, and until then nothing will be done. I did follow all the instructions, I've called 3 days in a row and keep getting different customer service ***** sent in 11 emails, they act like they don't get them, once I was so frustrated, all of a sudden one of my 11 email were received. My 3rd (rep) **** came back with an email saying Cricut will not replace the Cricut 3 heat press b/c I don't have a receipt, when it was a gift. On the emails that I have it state nothing about having a receipt. They need a video and my case number. I have tried to get this receipt, but it's from and elderly family members, who live out of town. Please help, I just want to use my gift, that my family paid a lot of money for to be defective. This upsets me from a big company, that they aren't willing to help, replace a machine that was manufactured defective. According to **** it will never work, and Cricut will get you a new machine. I've email cricut, that I'm contacting the BBB. I've gotten no responce from Cricut. It looks like I'm not the only one that this is happening to, sounds like they take your money and send out faulty equipment.

      Business Response

      Date: 02/14/2025

      We sincerely apologize for the experience with your EasyPress 3 and our Cricut *********** team. We are currently investigating this further. Our team is in contact with you directly to assist you. 

    • Initial Complaint

      Date:02/11/2025

      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 cricut machine as a gift for my wife. There was an issue with the machine, so I disputed the charge. Lo and behold, once I made the dispute, the issue suddenly solved itself. Once it was resolved, cricut promptly deactivated my machine making it useless. I then canceled the dispute with my credit card company to regain access to my machine and now cricut is refusing to re activate it after receiving my money. All while still charging me for their months subscription service. $375 +$10 money subscription, and I can not even use the machine. I have contacted customer support on 5 separate occasions and they all refuse to help me. I have no idea what to do and have never been scammed like by a company before in my life.

      Business Response

      Date: 02/13/2025

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

      Customer Answer

      Date: 02/13/2025



      Complaint: ********



      I am rejecting this response because:

      I have been reviving this same message over and over from cricuts “team”. They simply just send this message and never do anything to solve my issue. I will be contacting my lawyer for my money back if this is not resolved by Friday 2/14. It took them 5 seconds to deactivate my machine. I know for a fact it will take the same amount of time if someone who actually wants to help does it for me. Problem is everyone just keeps passing the issue to someone else without any real action being taken, and I am done being scammed. 




      Sincerely,



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

      Business Response

      Date: 02/14/2025

        We apologize for the inconvenience. We have been making attempts to contact you in order to inform you that the Cricut Maker 3 is active and is available for use.

    • Initial Complaint

      Date:02/09/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 never told me that my subscription was renewing. I reached out to customer support twice and was told they were working on the issue. I had mentioned i wanted it cancelled since I hadnt used it but again no notification that it was renewing. Which is required by law in ******** to notify you within 72 hours of the renewal.

      Business Response

      Date: 02/11/2025

      We apologize for the experience you had with the Cricut Access subscription. We have passed your feedback to the appropriate team here at Cricut. A refund for the most recent Cricut Access renewal was processed yesterday. The funds will appear in your account within 7-10 business days. If you have any further questions, please contact our *********** team.

      Customer Answer

      Date: 02/11/2025

       
      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:01/23/2025

      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.
      Inconsiderate return policy, especially during the holidays. In order to have the item delivered in time for Christmas, the return window closes 15 days from receipt. No *********** just cant order these products as gifs because theres no reasonable refunds. It was delivered Monday, December 14th. It was a gift, so at best, I should be able to return this through January if the new year.

      Business Response

      Date: 01/27/2025

      We apologize for any inconvenience. We have forwarded your feedback to the necessary teams here at Cricut, as we seek to improve the member experience. Per our return policy, no returns will be accepted after 15 days of receipt of your order. You can view our return policy here, ************************************************************. If you have any additional questions, we recommend reaching out to the *********** team for direct assistance.

      Customer Answer

      Date: 01/27/2025

       
      Complaint: 22849059

      I am rejecting this response because:

      This policy is impractical for the holiday season and does not accommodate gift returns.
      Sincerely,

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

    • Initial Complaint

      Date:01/19/2025

      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 bought a Cricut Explore Air 2 on November 25, 2024 from Michaels. The following weekend I used the machine for 4 projects. The next time I tried to use the machine, it would not turn on and only a solid red light showing. I spent at least an hour trying to troubleshoot the problem with their website and videos on YouTube. This is clearly a known problem by Cricut because in their help section, red light problem is one of the options to select for help. It was a busy time with the holidays, so I reached out to their customer support on December 30th. I used the online chat feature and spoke to a representative identified as Kevin. I had to repeat that I had already tried all the steps listed for them to try. I was assigned case number 7675087. I then had to spend more of my time making a video showing how the product is dysfunctional by plugging it into multiple outlets in my home and using more than one Cricut brand power cord. Thankfully we had a cord I could borrow from work, or I am assuming they would have told me I needed to buy another cord from them. I submitted the video back on December 30th. I was messaged back the same day from Kevin that I would be receiving a new machine within 10-14 business days. I quickly received the FedEx label to return the broken machine. I have not received my new one though. I emailed twice for a tracking number and I only received an automated response saying thank you for contacting customer service. I used the chat feature again on January 17, 2025, this time with Jesse. They were unable to find a tracking number and said they needed to reach out to the warehouse. I was assured I would be emailed back, but I was not. The amount of my own time I have had to spend trying to get a working machine is ridiculous, especially considering they are selling a product with a known problem. I have been offered no compensation or real apology for all the hassle I have been put through, other than understanding my crafting is delayed.

      Business Response

      Date: 01/24/2025

      Thank you for bringing this matter to our attention. We are sorry to hear about your experience with your Cricut Explore Air 2 order and our Member Care team. We will be investigating this matter further. Please keep an eye out for communication from our team.

      Customer Answer

      Date: 01/29/2025

       

      Complaint: 22831466



      I am rejecting this response because: other than the general apology message from Cricut, I have received no communication or actual action from the company. It has been one month since I originally reached out to the customer care team and a week and a half since I contacted BBB. I have provided my case number, and the dates and names of who I spoke with regarding my replacement machine. I was sold a faulty product with a known problem that is included in their own website's help section. This should be cut and dry-send me a new, functional Explore Air 2 ASAP, I I also expect some sort of compensation through products or a gift card for the ridiculousness amount of time I have had to spend trying to resolve this situation.



      Sincerely,



      Becky Swiontek

    • Initial Complaint

      Date:01/15/2025

      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 bought a cricut machine and decided to return it. I return in its original package never opened it through **** paid the shipping. The company didnt give me all my money back. I had to contact them multiple times and they still owe me and tell me that I am entitled to a full refund of 386:33 I am still owed 9.99

      Business Response

      Date: 01/27/2025

      We sincerely apologize for the experience you had with the return of your order. Upon further review, we confirmed that a refund for the remaining amount of $9.99 has been processed on 1/20/2025. The funds will appear in your account within 7-10 business days. If you have any further questions, please contact our *********** team

    • Initial Complaint

      Date:01/14/2025

      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 purchased a cricut, I called to get it calibrated and it never worked. I haven’t been able to use the product at all. The company told me they were going to replace it within 7-10 business day. Time has passed and I haven’t received my item. I called and they are giving me the run around saying they need additional video. The item is packed and ready to ship back. It’s aggravating because it has been a month and I haven’t used the item. I rather my money back

      Business Response

      Date: 01/22/2025

      We apologize for your experience with the Cricut Explore Air 2. Upon further review, we can confirm that our Member Care team is processing a replacement for your machine. Once the tracking is available you will receive an email with those details. Please continue working with our Member Care team for assistance in this matter.

    • Initial Complaint

      Date:01/09/2025

      Type:Billing Issues
      Status:
      Unresolved
      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 billed my credit card to renew a subscription without my authority or knowledge. I submitted a request to cancel and get a refund within 17 days of the charge being done and they refused, saying that their policy is cancellations must be done within 15 days. They billed me during the holidays, and without prior notice.

      Business Response

      Date: 01/14/2025

      We are sorry to hear about your experience with the Cricut Access subscription. Due to our non-refundable subscription policy, we are unable to refund the subscription. The subscription was canceled effective on 01/08/2025 and it will not renew in the future. Please refer to our Cricut Access policy for additional information: h**************************************************. If you have any further questions, please contact our Member Care team, to discuss our warranty policy with you.

      Customer Answer

      Date: 01/14/2025

       

      Complaint: ********



      I am rejecting this response because:

      1) I was never notified of the automated renewal and therefore was not given sufficient time to cancel and request my refund.

      2) You had no authorization to bill my credit card.

       

      A chargeback has been filed with my bank and online reviews will follow if you don't do right by a client that has spent over $1000 on your products.



      Sincerely,



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

    • Initial Complaint

      Date:12/27/2024

      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 the Cricut Autopress in November of 2022 for $800. I used it lightly over the course of 2 years (once a month or less). In December of 2024, the press gave an error code and would not heat up. I contacted customer service, who instructed me to unplug it, wait 1 minute, then plug it back in. I repeated these steps 3 times, after which I continued to get the same error code. The representative told me that since it's out of warranty, I could simply buy a new one with a $50 off coupon. A machine of this cost should last longer than 2 years of light work. A company that stands by its products should replace a defective unit, even if it's 1 year past warranty. After searching Reddit, I have found that it is very common for Cricut products to malfunction shortly after the warranty is expired. It seems like this is a case of "planned obsolescence". Otherwise, Cricut would replace a faulty machine rather than encouraging me to spend more money on a new one.

      Business Response

      Date: 12/30/2024

      We apologize for the experience with the Cricut Autopress. 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 Autopress 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 *********** team, to discuss our warranty policy with you.

      Customer Answer

      Date: 12/30/2024

       
      Complaint: 22735121

      I am rejecting this response because:

      After reading dozens of other complaints from Cricut customers whose *********************** have also died shortly after the warranty ends, Im beginning to believe this is intentional on the part of Cricut.  No machine that costs $800 (or $1000 when it was first introduced) should quit after 2 years of light use without any recourse for the customer.  I would accept either a greater discount, such as 50% off a new machine, or a complimentary extended warranty, in good faith that I wont experience this issue in the future.


      Sincerely,

      ***** *****

      Business Response

      Date: 01/07/2025

      We offer a one-year manufacturer warranty with the intention of covering issues that may arise as a result of manufacturing. Unfortunately, it appears that this issue was not discovered until that warranty had expired. We do not offer repair services at this time. We apologize for the inconvenience and frustration. The courtesy compensation provided is the only option available in this instance. 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.

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