Review Time
I have been trying to reach customer service for over two hours. My account has been suspended for an unknown reason then I have credits on the account. I have many purchases. I’ve made over the years and now I have a machine that’s worthless because I can’t use the service what is going on? Why can I not speak to a person my account suspended? I can’t get into chat. Can’t get a response on email. Can’t find a phone number. What do i do with a machine I cant use. Where is all the money and credits going on my account t?
I have been trying to reach customer service for over two hours. My account has been suspended for an unknown reason then I have credits on the account. I have many purchases. I’ve made over the years and now I have a machine that’s worthless because I can’t use the service what is going on? Why can I not speak to a person my account suspended? I can’t get into chat. Can’t get a response on email. Can’t find a phone number. What do i do with a machine I cant use. Where is all the money and credits going on my account t?
It is already absurd to charge extra for software that is necessary to properly use a machine that was not cheap to begin with. Reputable companies usually provide the essential software as part of the product ecosystem, instead of locking core functionality behind an extra paywall. What makes this worse is that Silhouette Connect lets the user install it, set it up, and even go through part of the workflow before blocking the final send with a paid activation request. That should be made crystal clear from the start, not revealed at the end after the user has already invested time and material. Very frustrating experience and it feels like a deceptive business practice.
During checkout, the membership appeared to be a standard monthly subscription with the ability to cancel at any time. There was no clear or prominent disclosure of a required three-month minimum commitment at the point of enrollment. I only became aware of this requirement after attempting to cancel the subscription.I contacted Silhouette America support immediately upon discovering the issue. At that time, I had not downloaded any digital designs, used any membership benefits, or received any physical items associated with the subscription.Despite this, the company refused to cancel the subscription without charging the remaining months, citing internal policy. I requested a courtesy cancellation due to the lack of usage and the unclear disclosure of the commitment terms, but this was denied.I am requesting that Silhouette America cancel the subscription and waive any remaining charges, as the membership was enrolled unintentionally, was not used, and the commitment terms were not clearly presented during checkout.The checkout experience suggested a cancel-anytime subscription, which conflicts with the enforced three-month commitment. Their display button said the membership was monthly with no indication of a minimum time commitment or cancelation penalty, which implies it's an actual monthly subscription, not a quarterly subscription. I attempted to resolve this matter directly with the company prior to filing this complaint.
I have just received 2 emails stating i have cancelled my subscription which I have not. I have gone to my account and despite paying for an annual subscription it is stating my account is not activated despite taking out an annual subscription that does not expire until Nov 2026. I have contacted them and have received an email stating that a ticket has been raised, however when I do to the ticket it states it is waiting customer response but they have not actually asked me anything to respond to. I am really unhappy as I was a customer from the beginning with an annual subscription which last year I did not renew due to lots and lots of problems. I thought all the issues had been resolved so decided once again to get an annual pass only to find 3 months later problems once againUpdate. I finally heard back from Silhouette and they reinstated my account only to find two days later it has once again been cancelled. It is down to the reason that i cancelled automatic payments being taken from my PayPal account (I always do this). Before cancelling i double checked and found on line cancelling automatic payment on PayPal did not cancel your subscription you had to do this on the actual design studio site (this policy has since changed) I can't reinstate my account in PayPal and speaking to them I was told I had not cancelled my subscription only automatic payments being taken. I do have a concern is how they knew I had cancelled automatic payments as they should not have attempted to take any payments for another 9 mths. Also the subscription was not cancelled as soon as I cancelled automatic payments but nearly 2 mths later. Just want to warn people cancelling automatic payments will cancel your subscription
The Silhouette Machine is AWESOME!!!!!!However, the customer service might as well be an 18 year old living in his grandma's basement. If you can buy the machine...try anyway possible to purchase from anyone other than the company directly. Try eBay, FB Marketplace, Craig's List, Flea Markets, Attic sales, etc. YOU DO NOT WANT TO DEAL WITH CUSTOMER SERVICE.
If I could give less than one, I would. I have the reciept from the only purchase I authorized. It was for one of their cameo devices. Only one! They sent me two and charged me twice. That includes shipping for the extra. Now they want me to also pay to send the second one back and they will refund me for the device, but not the shipping both ways (total of 32$). I should’ve bought from Amazon, or found something else.
I bought the Silhouette Cameo 5 Pro MK II and after only 3 months the machine disconnected during a firmware update. From that moment on it became completely unusable. no lights, no startup, nothing. A machine that costs as much as a new iPhone should NOT break from something as basic as an update.What makes it worse is the absolute struggle to get support. Their system keeps closing my tickets automatically, and there is no real way to reach an actual person. I’ve followed every troubleshooting step, wasted hours, and still have a dead machine sitting on my desk.I run a business and depended on this machine for production. Now it’s basically ready for the trashcan, and I’m left without a working device and without support.I really hope Silhouette sees this and finally helps, but right now I’m extremely disappointed and cannot recommend this product to anyone.
I’ve owned the original Cameo, then the Cameo 4 back in 2022 — that one was a total workhorse. When my sticker business started to grow, I figured, “Hey, the new Cameo 5 is here in 2024, and it’s supposed to be quieter and faster.” Biggest mistake ever.In less than a year, it started grinding and cutting accuracy went out the window. To get sticker paper to cut properly, you have to use a brand-new blade on the highest setting. Meanwhile, the Cameo 4 handled the same paper perfectly on much lower settings, only needing higher pressure as the blade wore out — the way it should be.Bluetooth? Works half the time. I got so fed up I switched to USB just to get anything done. Then life happened — a family illness forced me to put my shop on hold. Now that I’m trying to get back to it, the machine won’t even function. It just grinds and stops. It’s spotless, no obstructions, and I’ve tried every troubleshooting step out there. Not to mention, it really wasn't much faster because when I tried to take advantage of the higher speeds, the stickers would come out awful.This machine is a DOG — plain and simple. I’m not the only one saying it either; just look around online. If you have a Cameo 4, stick with it. If you don’t, get anything else.Oh, and their customer support? Practically nonexistent. Silhouette has gotten too big to care about the people who actually use their products.
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