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Silhouette (silhouetteamerica.com) has 37 customer reviews on Five Star Index, with an average rating of 1.2 out of 5.
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isabella V.
Very expensive glasses because they should be the excellence in therms of resistence, flexibility, nothing of that: the lateral bar broke twice in a few months even if the optician confirmed that the eyeglasses were very well treated. When I reached out to the customer service they gave useless answer, this product is crap and their service worse !
Cheryl T.
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.
Joel W.
No response, machine has a software problem and the don’t have a solution for there own software. So I can’t use it anymore and the just don’t respond on our emails.
Sheridan S.
Machine worked great for about 3 months. I understand issues happen, so that wasn't the big deal. The problem is Silhouettes customer service is useless/ non-existent. If your machine will consistently work well, I'm sure you'll enjoy it. But if you need any help at all you will instantly regret giving silhouette any of your money. RUN AWAY.
Margot P.
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).
Gloria B.
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.
Darius
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.
Net
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.
