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

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

• 

  Cricut

  10855 S River Front Pkwy South Jordan, UT 84095

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:12/16/2022

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 dispute with Cricut is with regards to my purchase of their Cricut Premium Access subscription on 1/26/22 for $148.70. The premium access subscription offers "design perks" for your Cricut that I never lost access to but I lost access to all the "savings perks" starting sometime in July 2022. The savings perks include: $10 coupon for cricut.com every 3 months, 10% off cricut.com purchases, including machines, 20% off all materials, FREE economy shipping on $50+ orders. I lost complete access to my online shopping account with Cricut starting sometime in June 2022, they would be able to tell you I was a very loyal, routine shopper until then. I called right away and the calls kept getting escalated to supervisors and technical support tickets were placed. Ultimately it took until October 2022 for them to solve the issue, this was after what was likely over 100 hours on the phone with Customer Service and often being told I would receive a call back, and then never receiving such a call. They did refund 3 months of the subscription but refused to refund the other 3 months they neglected to fulfill. They did say the only way they could solve the problem was by me creating a new account & signing up for premium access again for 1 year, and they could then add an extra 3 months on that subscription. I did this and I definitely got scammed. I was also promised numerous promo codes from various service representatives, as well as product. The promised product never arrived, with the exception of once in the color I hadn't requested, and the promo codes didn't work or didn't work right (taking less monies off than promised). Cricut has been deceitful and shady through this entire process of trying to obtain the cheapest materials to supply my small crafting business. I have lost a great deal of money having to purchase through other means without the savings I purchased.

  Business Response

  Date: 12/27/2022

  Hello ********,
  
  We are so sorry to hear that this has happened to you. WE looked over you interactions with our member care and it looks like they were able to get you taken care. You have new materials on it's way to you with tracking number: ********************.
  
  Please contact our member care a t cricut.com/contact for any further inquiries. 

  Customer Answer

  Date: 12/28/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  It doesnt solve the problem that I had to get another year of access to get refunded for 3 of the 6 months that I wasn't able to access.  Also, these were only 2 rolls of the many items I was promised.  This in no way makes me satisfied.
  
  Sincerely,
  
  ******** ***
  

• Initial Complaint

  Date:12/12/2022

  Type:Order Issues
  Status:

  UnansweredMore 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 the Cricut Joy on Black Friday. When it arrived it was cracked. The machine still worked so I didn’t want to go through the hassle of returning it but called customer service to let them know. They offered compensation in form of materials.
  I received 4 vinyls in the same color and one pack was open and already had something cut in it. I unrolled it to measure the size and it was smaller than what’s listed on the box.
  I called to let them know and was compensated with one iron transfer after having to send proof of the open/cut vinyl.
  Customer service employee was nice but they said I could not be compensated in any other way and they could not send out a variety pack of vinyls or a material bundle.
  It’s disappointing as paid full price and was ok with keeping the cracked machine to avoid the whole return process that I got “compensated” with less than $30 worth of material since one was a return and the vinyl was all the same color.

• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Cricket has an online membership form you get to use their form for monthly access fee the company charge me twice monthly for a year refused to refund me the full year and only gave me 3 months refund, they have an online interface that a member can shut off their membership for a period of time I did that for four months and they still proceeded to charge me twice monthly. They even told me they can see that my membership went to the same serial number of my machine what happened when I set up my account is it didn’t like it and wanted a different email so I used the alternate email come to find out two emails were set up under membership for the same machine I did not know this when I didn’t notice I called them. They kept telling me that their policy is no refunds on digital purchases I explained it’s not a digital purchase it’s a membership fee a monthly membership fee.

• Initial Complaint

  Date:12/05/2022

  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 ordered an easy press on Nov 14th. On November 17 i received the essential bundle but no easy press. I kept checking my order and it said label created but not shipped. When I called about it ******* said I should get it in 2days. I never received it. I called back and the same rep said he would send out another one. 5 days later I haven't received confirmation about the new one. I just called back two days ago and I got a female rep and she did the same thing of the previous rep. *** said to give it 24 hours before calling in back. It has been 3 days and I haven't heard from anyone. I wish I had just gone to ******* and bought one. So disappointed.

  Business Response

  Date: 12/06/2022

  Hello ****,
  
  Thank you so much for letting us know. We were able to review your case and thank you for your patience. Our ********************** is communicating with you towards a solution and we recommend staying in contact with them. Please let us know if you have any further inquiries. Have a great day!
  
  

• Initial Complaint

  Date:12/02/2022

  Type:Billing 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.

  After cancelling and deleting my subscription to their online service, Cricut charged me anyway for a renewal. When I called for a refund, they could not locate my account and denied my refund. After talking with two different customer service workers, they located my closed account and said a refund would be issued. After 4 days nothing. So I called back and talked to *** in customer service. It took 30 minutes for him to get my email spelled correctly, my address, my credit card information and date and amount of billing to only be asked to verify my name and email again and that it would take up to 10 days to issue a refund if they can locate my account that has been closed. I still have not received my refund. My case number is *******.

  Business Response

  Date: 12/13/2022

  Thank you so much for reaching out and letting us know about your experience. We were able to review your case and thank you for your patience. Our ********************** is communicating with you towards a solution and we recommend staying in contact with them. Please let us know if you have any further inquiries.

  Customer Answer

  Date: 12/15/2022

   
  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:12/01/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 made a purchase in Canadian funds. Was charged in American funds. When I called I was told they see their error but cannot return the 79.84 difference and they would cancel my full order and return my money but only in Canadian funds. So I would still be out the difference. It's been 72 hours and I have received nothing. I'm on a tight budget and this has left me scrambling to pay my rent. Yes, almost $80 makes a difference when you're on a tight budget. I just want my $292 back!

  Business Response

  Date: 12/06/2022

  Thank you so much for reaching out and letting us know about your experience. We were able to review your case and thank you for your patience. Our Member Care department is communicating with you toward a solution and we recommend staying in contact with them. Please let us know if you have any further inquiries.

  Customer Answer

  Date: 12/09/2022

  I still have not received the balance of my refund. 

• Initial Complaint

  Date:11/29/2022

  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 bought a Cricut Maker a couple months back. I have had no problem with it until I needed to use the print then cut function on it. I found out it doesn't work and called Cricut to find out it's a manufacturing issue and they were going to send me a new one. I got the new Cricut Maker in and it came in broken. The rubber pieces to hold the mat was not in its place and was forcing my mat in on an angle. I called again very upset and asked for a manager. I got a call from manager Mavrick on Thanksgiving and he said he was going to send me another replacement. I asked if I can have my first cricut that works 90% of the way to be reactivated so I can continue making things for my buisness. I got told no that it's not possible which upset me as well but I delt with it. I just got my 3rd replacement in the mail and I got sent a downgraded Cricut, not even the one I paid for. This is just wrong and I am a super unhappy customer who is now dealing with this problem for over a month!

  Business Response

  Date: 12/01/2022

  Hello *****!
  

  We are so sorry to hear about your experience with the replacement process and being sent a bad machine. It looks like the machine that was sent was the same machine that was being replaced with. The Maker.
  Please do reach out to our Member Care at cricut.com/contact so we can make sure that we get you back to crafting and help in everyway that we can :)
  
  Thanks so much! 

• Initial Complaint

  Date:11/28/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 made two orders and never received them. Was told multiple times I would be getting a refund. 4 different calls and still nothing. I used affirm and they said I have to contact the company. I don’t have the money to for them to keep taking. I never received my items and I have emails that say they would get on it. I need my money back it’s 614.31.

• Initial Complaint

  Date:11/25/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 placed an order late Wednesday evening for a Cricut Explore 3. Shortly after placing my order, I realized the machine was available from my local retailer for pickup which I preferred for both pricing (better price) and security reasons (porch package theft issues). However, there was no option to cancel my order in my online Cricut account. The phone support line was closed as it was late at night. Phone support was also closed the following day for Thanksgiving. I called Friday morning within 2 hours of phone support first being available since ordering and was told they could “try” to cancel my order but that it was not guaranteed if the cancellation was placed more than 8 hours after ordering. This is despite the fact that Cricut support was not available during the 8 hours following my order placement and there is no option to cancel an order in your online account. I called within the first 2 hours of them being available—that should be more than sufficient or they should provide cancellation options that don’t require live support. I have not received any shipping notification or any indication that we’ve reached a point of no return as far as sending me the order. If they are unable to cancel my order, the support line claimed I could return the order but I would be responsible for return shipping which would be very expensive ($50+) according to a bit of internet research.

• Initial Complaint

  Date:11/23/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 Explore Air 2 with Everything Bundle on Oct 29, 2022 for $254.09. The product arrived in three packages. I refused all three of the items and returned them via UPS on Nov 6th 2022 with the RMA number the company supplied me with. All packages have been delivered to Cricut...the last one on Nov 11th. On Nov. 12th I was issued a partial refund of $83.58 instead of the $254.09 I paid for the item. I have contacted the company multiple times requesting the additional $170.41 without success. I last spoke to them on Nov 14th and was told my money would be in my account within 1-3 days. Here I am still waiting for my money. I would like my money refunded ASAP. Also, according to the return policy there is no restocking/return fee, it just requires a RMA number.