Review Time
I bought my Cameo 5 machine BEFORE Black Friday 2023. The issues I've had have not been addressed since then and we are into 2024. I understand the holidays - but taking DAYS to respond before the holidays and now "stupid" responses after.The Customer Service is basically non-existent. The phone number provided tells you to email or use the chat bot. The Chat bot does nothing other than tell you to email.You cannot get in touch with them easily. When you do - they take DAYS to respond.I have an agent (Allan) that I've been working with. I've sent MULTIPLE emails that detail the description of my issue AND screenshots with highlighted portions of the program that is my issue. The response back from Allan is "can you send me the material you are using?" -- REALLY? The software description "Foil Transfer Paper" isn't enough? Does he want a SAMPLE?There are no available managers, supervisors or other team leads you can contact to get some support. You are stuck with who they assign you and if that person isn't knowledgeable or interested in helping you are S*@# out of luck. I can't even get in touch with them to send the machine back!! I am appalled at the lack of anything from them after the sale.The new Cameo 5 has a lot of problems and you cannot even get help from them because there is NO contact information (other than email support).
Returning Silouhette Cameo Pro- Terrible service! Unresponsive and all you can do is chat with a BOT and not even get a record of your chat. If you call the company its a message only and then it hangs up on you after telling you to use the BOT on their website.It took them 15 days to respond to me, I returned the items purchased a week ago and still no refund. DON"T DO BUSINESS WITH THEM! USE ARE YOUR OWN RISK.
Customer service and shipping is nearly nonexistent. I bought a refurbished cameo and they didn’t think a blade, mat or manual would be helpful. Then the unit gets shipped to a town in the states with the same name as mine. Took a month to arrive. I joined the monthly service where you get 2 items every 3 months. Well first time it does the same thing, then gets lost in limbo forever. It took 2.5 months to arrive. Before that even shipped I had advised them of the shipping issue before. I then did the same thing before the next shipment. It’s been 3 months and nothing. They use these tiny shipping companies in the US that literally don’t even know Canada is a country. Customer support takes weeks or months (no lie) to reply to you, if they even bother to. The last time the person told me to contact the shipping company and ask them about it. Shipping companies don’t give out detailed info to anyone but their customer that paid for the shipping. The machine works fine, however the program you find out you have to pay for, is difficult to use. It’s very unintuitive and I need to watch YouTube videos from owners, who often have a different version of the software. I’m trying to sell it and get a Cricut. I’m not sure how Cricut’s shipping and customer service is but it couldn’t be worse than Silhouette’s.
Customer Support literally does not exist. My Cameo 4 stopped working properly one month on. I contacted them at their support email twice with no response. I used their chatbot on their site and can show screenprints of where I put in all my information only for the bot to return, "Thank you for your submission.Your ticket ID for this case is #" It gave no ticket number. It is absolutely impossible to get them to respond to any issue. The warranty is not worth the digital paper it is printed on because you cannot reach them to act on the warranty.
Extremely dodgy company. They claim to support Mac OS, but I've had major issues with the Silhouette Studio software for the couple of years that I've owned my Cameo 4. Worst of all is any software update since May 2022 has an extremely significant bug that prints everything extremely pixellated (regardless of resolution). There are countless complaints on forums from Mac users claiming that they have been forced to downgrade to V4.4 of the software just to be able to use it. I've written a number of e-mails to them and they ignore every one of them. Choosing Silhouette over Cricut was one of the greatest mistakes I made for my business. I would absolutely avoid purchasing anything from this company at all costs as their products are faulty and their customer service is non-existent.
Customer service is horrid. You cannot reach anyone, and attempts to use all forms of contact go unanswered. No response to emails, chat or messenger. Those who do get a response, generally wait at least 3-4 weeks. BBB shows a rating of F. It was not always like this. Perhaps they are struggling, but the product is worthless without any form of support.
There is no customer support what so ever. I have emailed, sent messages on Facebook and tried the chat feature. No luck getting my questions answered. Makes it hard to troubleshoot when all the info online doesn’t answer them. I’ve waited 6 months for anything and so far nothing.
I love my Silhouette cutting machine. I now have a Cameo 4 having had the very first machine they made for some 12 years. It's not just the capability of the machine, unlike some other Craft Cutting Machines, Silhouette doesn't feel as though they're out to fleece you - you can choose how much you want to interract with their store, suscribe, buy vouchers, buy single designs or buy none - the software is great for making your own designs and always has been. With the Cameo machines it takes some geting to know your own machine - but once you do, the flexibility offered from your ability to make tiny tweaks to settings (and personalised settings) gives lots of creative freedom.
Claim your business profile now and gain access to all features and respond to customer reviews.
Discover the creative world of Silhouette. Shop desktop cutting machines including the Silhouette Cameo® plus our selection of cutting materials and other accessories.
