6 Customer Reviews
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Review from Dianne M
5 stars08/24/2023
Suport is AWESOME! ****** is the best. He was very patience w/me. Explained everything completely. He is my go to person. Thanks, ******.
USCutter, Inc. Response
08/25/2023
Thank you so much for the kind words! We are always glad to help!Review from Walter G
1 star06/20/2023
I guess I am not the only one with return issues.USCutter, Inc. Response
06/21/2023
Hello again ********* I am sorry that you are not happy with our resolution of your return. We understand that customers sometimes make mistakes in ordering or change their mind after placing an order and that is OK. To recap our resolution of your particular situation, soon after we communicated tracking of the order via email, you realized your error and let us know, at which point we immediately took action to reroute the package with the carrier at our expense so that we could save YOU the time and expense of shipping this back to us as a Standard Return. Because you are a brand-new customer, we also waived the 20% re-stock fee that would normally be associated with such a return. Additionally, because it was a relatively small order, we were able to refund the cost of the material back to the original form of payment in advance of our actually receiving it at our warehouse so that you would not be inconvenienced at all by that.
We see ourselves as business partners with our customers,and strive to have our customers view us similarly. As such, in an instance such as this we ask only that you share a much smaller portion of the burden of this by taking responsibility for the original small shipping fee.Review from Charlie and Barb W
5 stars12/09/2021
Wore out my silhouette cameo and was considering upgrading to cameo 4 pro but could not reach a live person in their company for consult. We opted to go with UScutter Prismcut p28. The first machine had serious issues that required us to spend 8+ hrs on the phone with service reps who were quick to respond and long suffering in trouble shooting resulting in replacement of a faulty machine. Service reps again were quick to assist and set-up fine tune the new cutter (replacement) again with great patience and empathy leaving us more than happy with this decision for a great cutter and great support team. Also want to share that management was quick to respond when we made request to speak to a supervisor.USCutter, Inc. Response
12/10/2021
Thank you so much for the kind words! I am so glad we were able to help. If there is anything we can do for you in the future you know where to find us!Review from Kate R
1 star05/24/2021
On 05/05/21 I placed an order for Vinyl order #*****. The ordered was canceled by someone in customer service on May 6th 2021. On Monday May 10th, I logged into my email to view the shipping information regarding my order, I had paid extra to have it overnighted. Upon checking my email I noticed I didn't have a shipping verification from US Cutters so I longed into my account where I notice my order was canceled but the funds were taken out of my account. I called and spoke with someone regarding my order and he was kind and couldn't tell me why my order was canceled without communication. He did tell me ORACAL is back logged 6 months to a year for the product I ordered. I asked for suggestion of a different material with the same spec's, he told me ORACAL is the only company with the AIR release vinyl. This in fact is not true as I was able to purchase a less expense product from a different company that worked perfectly. This has happened on 3 different occasions, the customer services is subpar and they never follow through with their commitments to their clients.USCutter, Inc. Response
05/26/2021
I reached out to this customer right away upon receiving this review to thank them for their feedback, apologize that notifications about shipping times on the product page could have been missed, and ask about their phone call to our office so I could investigate those calls and see what I could learn about the past experiences that they refer to. My call has not been returned. Unfortunately there are a few things mis-represented in this review. The order was placed on the evening of 5/5/21, requesting 3-Day Select shipping (not Overnight), despite a notification on the web page of the item that clearly states: “Availability: Your order will dropship from the manufacturer and may require additional shipping time of up to 4-6 weeks.” Because we indicate that shipping time for this can be in excess of a month our Order Processing Team automatically cancels and refunds orders requesting expedited shipping, processes a refund immediately, and sends a notification that this has been done. The refund was processed at 7am on 5/6, with an email communication being sent to the customer at 10:27am that morning. We record all of our inbound calls and so I was hoping to listen to a call to investigate further. Searching the numbers on her account I found one call that came in on 5/20 but hung up after a 79-second wait, so never actually spoke with anyone. Our staff is well-versed in the products we carry, but we carry no suitable alternatives. Finally, I was concerned about this happening on 3 other occasions. Since July of 2018 I only see 2 other orders, neither of which have any notes or seem to have anything irregular about them so I can only assume that the issues may go back further than that. While this is still regrettable, we had an entirely different staff at the time. While I would not agree with many of the details of this review, the bottom line is that we were unable to provide the product for the customer, and for that I am very sorry.Review from Jon W
5 stars05/19/2021
My wife and I stopped at the retail store there in Redmond. We were greeted at the door by some guy that seemed like he knew what he was talking about... Michael, yeah that's his name..... We walked in wanting to purchase a new machine, but didn't really want to spend too much money.. Michael asked if we had an idea of what we were after and maybe a price range.. We were looking to spend as little as possible of course, but knew that " you get what you pay for". My wife has been in the vinyl cutting game for a few years now as a hobby, using a Silohuette cameo. It's a fine little machine, but it was time to graduate from being a little kid to a big kid.... Michael took her to the new ********, showed a few things it could do, showed the software it comes with, and she was hooked. The ******** was a bit more than we wanted to spend, so we continued to look around at different media and machines asking Micahel all sorts of dumb questions... That guy had an answer for everything.. ( Keep him around, he is not only a plethora of knowledge, but a great people person, great salesman, and all around loves his job). Michael would be chatting with my wife, and I would rudely interrupt and he would answer my question... then go right back to what he was telling my wife. We poked around for what I think was a couple hours, asking questions, almost settling on a cheaper machine but ultimately going back to the ********. Michael asked the budget, I told him 3 or 4 hundred. He showed us the machines in That range, said they were all good machines and will do what we are after, but does not have the features of the ******** P28. Michael never once pressured us into purchasing anything, and that made me feel good as I HATE salesman that pressure you into making a purchase... Well, we ultimately purchased the ******** P28... right around $1000, Which was a little over my budgeted price but....... Its OK... I will say this, if Michael had a terrible attitude, did not like his job, treated us like we were a bother like other stores and salesman, we would've walked and not spent a red cent. But Michael is not like that, the man knows his stuff, loves his job, is passionate for his job and from what I can tell, loves to be a kind human... The only problem I have is........ im a $1000 poorer but............ we will be back 100% and I will spend more.. Folks, if the customer service was not the caliber it is, I would not recommend this place at all... but I will recommend them 1000% . Michael, we thank you for being kind, helpful and knowledgeable..Im sure he was tired of all my witty dumb jokes by the end, but it all worked out... To the Admin from US Cutter, keep this guy around.. He such an asset to your company.Review from Melissa P.
5 stars05/17/2021
Wonderful customer service! If I could select 10 stars, I would! Highly recommend them. The retail store, the service department and the supplies department. They are all great and knowledgeable about all of the products and supplies I have received from them. Michael in the retail store also went above and beyond helping me pick out the right equipment I need to run my business.USCutter, Inc. Response
05/18/2021
We are really happy that you have chosen to partner with USCutter as you grow and develop your business! Thank you so much for the kind words. Hope to see you again soon!
Customer Review Rating
3.67/5stars
Average of 6 Customer Reviews
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