ComplaintsforSilhouette America, Inc.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased the Cameo 5 Plus and received it in December 2023. This machine was advertised to do Embossing. I purchased at an additional cost to me the embossing mat and tools required to do the embossing. After testing, it was found there is a software bug which Silhouette America is aware of and to this date no software fix nor is any anticipated fix for at least 6 or more months. They, Silhouette America, continues to advertise this machine with the feature it can Emboss. It cannot. I wish to have Silhouette America reimburse me for the monies I spent to buy the additional Embossing mat and Embossing tools which are useless at this point. $14.99 + tax for the Embossing tool and $29.99 + tax for the Embossing mat. Total costs $54.97 for both.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought the machine in Oct 2023 I have had several issues with the machine such as not sutting correctly and espeicaill not registering for print and cut I have sent emails to the company with bo response

• Initial Complaint

  02/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am trying to cancel my subscription, without success. I have repeatedly logged into my account, gone through the cancelation process, and received the message "incorrect password" at the last step of cancelation. I have reset my password several times. I have sent multiple emails to the company. I have called the customer service line. It gives a recorded message with no opportunity to press a number or stay on the line to speak to a representatve. I simply want my account closed. My bank account is debited every month for my membership, and I don't use it. Their product is extremely difficult to use, as it came without any instructions. You are required to use Youtube tutorials to operate the silhouette machine. My membership payment is set up through Silhouette, not through my bank.

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a Silhouette Portrait 3 cutting machine, which advertises itself to include a 1 year warranty for the machine. I purchased it in October, and as of January the machine has not been working properly. Not cutting as intended, not reading registration marks at all, as well as dozens of other issues. I did weeks of research in an attempt to fix the issue but had no luck, and their customer support keeps leading me in circles over email, asking me to send videos and pictures of the issue despite me telling them the solutions they're offering are not working. I asked numerous times, as well as searched everywhere I could on their website for information on how I can use the warranty, and they keep dodging the question. I want this machine replaced as it looks to me like its defective, as well as the dozens of other Silhouette users I've asked for help from online.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The ***** # ******* for a Cutting Machine, Cameo 4 Plus Ultimate Upgrade Bundle was placed on Dec 26, 2023. However, next day, I tried to cancel the order because of a similar machine was already purchased by a friend of mine, so I had to cancel this order. After contacting via email, the customer representative instructed me to refuse the order on delivery, because the item had already left their warehouse, and they could not cancel the order. Here are the ***** 1Z3YX6800343636891 (Shipped December 27th, 2023)***** 1Z3YX6800344550703 (Shipped December 27th, 2023), The shipment was refused and they have already received the packages on Jan 10 & 11th signed by ****. So I contacted them for the refund, and since then, the customer service representation will not respond, the phones have an automated message ************** and can't leave any messages. Nor does the chat system work, all I get is a bot that promises to get back giving me several iD references. There is no way to reach them. Tried many times to reach them by email, phone, chat, but to no avail.All I need is my full refund, the package was unopened, sent right back, I refuse to accept it, so I am claiming my refund within the *********************************************** resolving this issue,Thanks -

• Initial Complaint

  01/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Have been using a Silhouette machine for years. The last few days of December, I decided to treat myself to a Cameo 4 Pro.The box was missing part and I cannot use my machine. I've emailed Silhouette America 3 times with no response. There is no chat support - just a chat bot that has you log a case and does not give you a case number. No response from the company.Phone numbers immediately go to a recorded message and then disconnect. This company only wants to collect $$$ and does NOT wish to speak to their customers to replace missing parts that should have been in the box.

  Business response

  01/22/2024

  We are very sorry for the frustration encountered. The items that were missing from the original packaging are being shipped to the customer directly now. No additional action is required by the customer.

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a $25.00 Gift Certificate on November 30, 2023. I received the confirmation email from Silhouette, for order # *******. I also received the actual e-mail to use as the electronic gift certificate, but in the area where the 16-digit code that the recipient uses to redeem the certificate, no number was included. I also went to my Silhouette account online and it shows the gift card purchase, but when I click on it, it just takes me to Silhouette's home page and gives me no option to print a certificate and does not give me the 16-digit code for redemption. I have tried numerous ways to contact Silhouette in order to rectify this situation. I tried Chat twice on two separate occasions, December 10 and 11, which was with a bot, and asked for an e-mail response, which I never received. I've checked my Spam and Trash as well as my inbox. With great difficulty, I found a customer service phone number, which was also answered by a bot, and it directed to go to Chat. On Wednesday, December 13, I emailed Silhouette America customer service directly and still have had no response. I have asked for a cancellation of the charge through my credit card company; this is still pending.

• Initial Complaint

  11/25/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I currently have 3 Silhouette machines, Business Studio software, and accessories. Silhouette America advertises bluetooth on the Cameo machines. It does not work. Ive submitted a complaint and the response I received was that the bluetooth simply doesn't connect and I have to use the cord connection. To this day it has never been fixed. I returned the machine. I purchased an upgraded model and results are the same. Bluetooth simply doesn't work. None of my computers can detect it. Second, the recent Business Studio software update isn't compatible with MAC Sonoma 14.1.1. Red lines show on the screen when using the text tool. Customers service's response to that was to download an older version. But now the program is ridiculously slow, constantly freezes, and is pixilated. I simply cannot use it. This is a major inconvenience. Third, the customer service is beyond frustrating. You cannot reach anyone via phone. There is a chat line, but you cannot reach anyone there either. Upon submitting the required info, you get a ticket number instead of being put through to an agent. You get an email response 1-2 days later. You respond to that, and wait another 1-2 days for another response. This is unacceptable and unethical when you have machines AND software that cannot be used.

• Initial Complaint

  11/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had a subscription with them for years - own two of their machines. My original card was compromised and had to be updated. I am unable to contact them or update my card information and they keep sending me emails asking for payment. Their 800 # is a recording to go to the website. When I go to the website to enter the new information- it will not allow me too. I keep getting emails my payment is rejected and I owe them a balance. Emails go unanswered, their BOT is totally useless. The service this company provides is DEPLORABLE.

  Business response

  11/17/2023

  We are very sorry for the frustration encountered with your subscription and payments not going through. We have attempted to resolve this concern but have found that the current card on file is not being accepted when it is charged. A message of "Do Not Honor" is returned from your bank. In order to resolve this concern, you would need to either a) provide a new credit card to properly pay the monthly subscription service charges to continue service, or we would be happy to have your subscription canceled for you so that there are no further pending payments. Please contact us again at ********************************** with case #******* in the subject as you require additional help on this concern.

  Customer response

  11/17/2023

   
  Complaint: 20883904
  
  I am rejecting this response because:

   

  I have tried two different cards and waited the 24 hours, called my bank and it is not them.
  
  Sincerely,
  
  *****************************

  Business response

  11/17/2023

  We unfortunately have no recourse to push your card through. We are very sorry that we do not possess this ability.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 5/14/2022, I purchased a Deluxe monthly subscription for Silhouette America’s Design Store with an auto renew option. My credit card was charged $170.89 upfront for $50 of monthly credit. On 4/29/2023 my credit card was charged $170.89 to renew the subscription for the next 12 months. I also received an email from PayPal stating that they covered the automatic payment for the renewal; Transaction ID *****************, Transaction Date April 29, 2023. I received credits on 6/29/2023 and on 07/29/2023. I did not receive credits on 8/29/2023. On 9/01/2023, I emailed customer service, “My monthly credits are not issuing. My subscription renewed on 05/15/2023. I received credits on 6/29/2023 and on 07/29/2023. I did not receive credits on 8/29/2023. Why haven’t I received one for August? My account has 73 cents. Seems like I should receive a $50.00 credit on the 29th of each month. That would be an appropriate solution to the problem. Thanks.” I attached screenshots from their website showing that I had paid and that those credits had been issued. I heard nothing back and used the chat bot on their site on 09/06/2023. I also tried calling their customer support number but got a recording. On 9/07/2023 they credited my account $170.89 (the amount of the upfront payment for month $50.00 credits in the Design Store). I should receive $50.00 credit in the Design Store for the next 10 months. Instead, they shorted me $320.11, and that really should be $370.11 since they also shorted me in May 2023.

*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. ↩