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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

    • 325 total complaints in the last 3 years.
    • 93 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:12/20/2024

      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.
      My subscription to Cricut renewed automatically for $100.00. It's a service that I haven't used and I wanted to cancel the subscription. I did not get a renewal notice....when I called to cancel, they told me they can't refund me my $100. When I stated that I didn't receive a renewal notice, they told me that they didn't have to do that and that it was non-refundable. In 1 conversation, they said that I missed the cancellation notice, yet I was told they could never cancel it. I have called them 4 times (11/20, 11/23, 12/3, and 12/4). When I called on 11/20, they said that a supervisor would call me back within 24 hours. That never happened. They did call me back on 11/23. I asked to speak to a supervisor and they said 1 wasn't available again and I would get a call back. I never heard back from them, so I called on 12/3. I was told a supervisor would call me back. On 12/4, I received a call back, spoke to a supervisor and was transferred to another supervisor and was given the same information. I could never talk to a supervisor.They never offered me any solution and it took them forever to call back (if they did) and this whole process took way too long to solve. I'm still out $100 and don't use the service. If they would have refunded it when I first called, it would have been in the refund window.

      Business Response

      Date: 12/23/2024

      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 11/20/2024 and it 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, to discuss our warranty policy with you.



      Customer Answer

      Date: 12/23/2024

       
      Complaint: 22711303

      I am rejecting this response because:

      Sincerely,

      **** *******

    • Initial Complaint

      Date:12/18/2024

      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.
      They took my money and I never knew about what it was about and I talked to them to refund me my money and they did not refund me my money and been over 15 days and I let them know I don't have no account number I don't have anything I don't even know what it was about

      Business Response

      Date: 12/23/2024

      We apologize for any inconvenience. Upon further review, we could not verify the details of this transaction with the information you provided. Since you don't have a Cricut account, we recommend reporting the charge to your financial institution. They will be able to further assist you with this. If you have any additional questions, please feel free to contact our Cricut *********** team. Thank you!

    • Initial Complaint

      Date:12/17/2024

      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 am requesting that Cricut replace my Cricut Maker (Champagne) with a replacement device with a functional blade sensor.I have invested approximately $600 into this machine, only to find out that my machine is faulty.I have been struggling for a long time to get it to work properly and invested additional money into supplemental blades and accessories because I thought I was doing something wrong. Unfortunately, I have discovered that a tiny part of the device (the sensor) does not work and all of my additional time and expense was in vain.I have spoken with customer service many times and finally learned that the device will never be able to use the many blades I have invested in.Apparently, in its current state, this machine only reads devices without the crown housing, so I can only use the fine point blade, which is not helpful to **** use this machine very seldom; it is in pristine condition other than the fact that it is faulty.I wish for everyone's sake that I discovered this sooner, but because I do not use it often it is out of warranty.Nevertheless, I was not advised when I purchased this device that the company does not support any type of repairs. I have never heard of an appliance that was unable to be fixed.The Original Maker isn't even made anymore so it will not cost Cricut much to replace mine with one of the refurbished or open-box models that they offer.

      Business Response

      Date: 12/19/2024

      We apologize for the experience with your Cricut Maker. The manufacturer's warranty covers the machine for a year from the date of purchase. 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 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: 01/03/2025

      Hello, I filed a complaint on 12/17/2024 against Cricut. The complaint was assigned ID ******** and was subsequently closed before a resolution was reached. During this time I learned that products sold in ********** are subject to Right to Repair laws. Cricut is breaking the law by not replacing faulty machines sold here, or offering a repair option. I would like to offer Cricut another opportunity to follow the law and send me a replacement machine or offer the parts and instructions necessary to keep this machine working for seven years, as required by law. I am very pleased to discover that my state has such a valuable and important law to protect consumers, and I appreciate the help of the BBB to ensure that Cricut follows the law in my state. I would be very happy to repair this machine if Cricut would provide the necessary parts and instructions, but a replacement machine would be welcome too. With gratitude, *** ***** *********, **

    • Initial Complaint

      Date:12/15/2024

      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 bought a cricut explore - the newest & greatest & received 3 years ago at Christmas. A year later it wouldn't communicate & therefore I couldn't use anymore. I called *************************** wouldn't help me since it was over the time limit. Now it was only used a handful ************ I bought tons of ************* & the press & now I have no machine. I have been trying to get a new cutter for almost a year and a half & I am Mad because I can't afford... I expected mine to last awhile but after we spent over $600 I have nothing !!!

      Business Response

      Date: 12/17/2024

      We are sorry for your experience with the Cricut Explore. The warranty provided by the manufacturer covers the machine for a duration of one year. Our team has exhausted the troubleshooting available. Since the machine is beyond its warranty period, we are unable to replace it. In this instance, the compensation offered is the option available. 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:12/13/2024

      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.
      Took money after canceling app numerous times even switched credit card number they still went back to old credit card and stole money,without authorization

      Business Response

      Date: 12/17/2024

      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 12/07/2024 and it 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, to discuss our warranty policy with you.

    • Initial Complaint

      Date:12/10/2024

      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 ordered the circut maker 3 as a gift for my daughter for Christmas. This was part of a Black Friday sale bundle. I received an email stating the order was to be delivered in 2 shipments via *****. The labels were created as per *****, but nothing was shipped. I called the company and the customer service agent was unable to help stating he would submit a ticket. I then received an email stating. the company shipped me the wrong device, the circut explorer and that I could either request a return shipping label or keep the device with a $50 credit. I contacted the company and stated that I did not want the explorer device and given that it wasn't shipped, that I wanted the order canceled and my money returned. The customer service agent was unable to help. I asked for a supervisor and was told there was no one I could be transferred to and that someone would call back in 24 hours. I disputed the charge with **** and tried to contact circut business through Instagram. A supervisor then called and stated that in order for a refund to be processed I had to rescind my dispute through ****. The wrong cricut was received at my home. I again requested a return label and a refund and have not received either. The. company has $487 of my money which I want immediately refunded as I have not received the equipment that I ordered. I do not want the incorrect device or the $50 credit. I need my money refunded to me immediately so I can purchase. the correct circut maker 3 for my daughter in time for Christmas. Thank you.

      Business Response

      Date: 12/11/2024

      We sincerely apologize for the inconvenience caused by the shipping error that occurred with this order. A supervisor from our *********** team is currently in contact with you to assist with this matter. We recommend you continue working with them to get this resolved. 

    • Initial Complaint

      Date:12/05/2024

      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 have a Cricut Machine and a Cricut online account. Machine Purchased May 2024. Suddenly even with brand new blades my machine isnt cutting through on print to cut. I get a Java error also. I have manually adjusted the pressure to the max and the machine doesnt cut through and it did thousands of times. I sent an inquiry, was told to call someone else. NO. I pay for your service and have your machine and its not working. Im not chasing which department handles what. My machine also cant seem to cut on the lines anymore except in calibration. It calibrates perfectly. Buty cant cut the proper ticker line. I responded that the Java script its the machine. I got ignored. They can send me a new machine if they cant fix the errors they programmed to this one. This isnt a machine issue, it's their updates.

      Business Response

      Date: 12/09/2024

      Thank you for bringing this matter to our attention. 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.

    • Initial Complaint

      Date:12/02/2024

      Type:Product 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 purchased a refurbished Cricut Maker in August of 2024, It supposedly came with a 1 year warranty. It stopped working 3 months later, the rollers stopped rolling. I did all of the suggested things to remedy, no luck. I called and was told to send a video of the hand written case number, the serial number and the error message. I sent two separate videos showing that information. They keep emailing me to tell me to include more things, every time they email me, they add on more things to include! This is ridiculous! I feel they don't want to replace their faulty machine and make customers jump through too many hoops. I am a 64 year old crafter with a business and can't work without this machine. The machine is not hooked up. I feel I have given them the information they originally asked for.

      Business Response

      Date: 12/04/2024

      Hello *****, we apologize for the experience that you have had with the Cricut Maker and our Cricut *********** team. We appreciate your feedback as it helps us improve our members' experience. Upon further review, we confirmed that a replacement for your Cricut Maker has been processed. The tracking details for your replacement will be emailed to you once they are available. If you have any other questions, please contact our *********** team. Thank you. 

      Customer Answer

      Date: 12/05/2024

       
      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:11/29/2024

      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 received a Cricut ********** 2 as a gift at the end of December 2023. My machine started malfunctioning on November 26th 2024. It would no longer heat up and itll provide an error code and itll shut off. I looked up the error code and its a temperature sensor issue internally in the machine. I contacted Cricut immediately and they refused to honor the warranty because the purchase of my Cricut easy press was November 21, 2023. I was just 5 days over the warranty and they refused to make an exception and honor it. They said theyll offer me a really good discount to buy a new one and it was only a 10% off promo code. I really expected more from this company and their customer service.

      Business Response

      Date: 12/04/2024

      We are sorry for your experience with the Cricut EasyPress 2. The warranty provided by the manufacturer covers the machine for a duration of one year. Since the machine is beyond its warranty period, we are unable to replace it. We apologize for any inconvenience. Should you wish to purchase an EasyPress 2, the compensation offered to you will help you with the purchase of an EasyPress 2. 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:11/22/2024

      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 cancelled my subscription with Cricut in August. On September 1st I was billed $10.61, I called the company and asked for it to be refunded. The company said they now had no record of me and therefore couldnt stop the payment nor refund me. I didnt know what to do. On October 1st I was charged again for $10.61. This time I called my bank and told them what was happening and got my September and October payments back. On November 1st, I once again was charged for $10.61. This is ridiculous and I would like it to stop and get refunded for November.Thank you. ******* ********

      Business Response

      Date: 11/25/2024

      Thank you for bringing this matter to our attention. We are sorry to hear about your experience with canceling Cricut Access. We will be investigating this matter further. Please keep an eye out for communication from our team.

      Customer Answer

      Date: 11/25/2024

       
      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,

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

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