Silhouette Reviews

Got a cameo 4 about a year back and it's been nothing but trouble since day one. It won't feed the mat right and the cuts come out wrong. I sent several emails and got nothing in return. After bugging them with multiple messages, I finally got an automated response that didn't even address what I was asking about. A year in they say they'll replace it, but only with a refurbished model. I paid full price for one that was broken. Why should I accept used equipment? I wasted so much material trying to make it work. My first cameo from 2015 was solid until I dropped it during a move. Skip this company and their faulty machines, plus their nonexistent support team.

I've been shopping with them for quite a while and everything was solid until May 2024 when they overhauled their design shop and moved everything to Adobe. Since then, the shop's been a mess. I could accidentally order the same design multiple times, my owned designs weren't showing as purchased anymore, and the batch download feature disappeared - now I have to grab each design one at a time, which would be fine if I didn't have over 1000 designs. I also can't upgrade my older purchases to include the .svg format anymore even though I used to be able to. It's really annoying that they keep rolling out new shop features but won't fix the existing problems. Support doesn't help either - I wait weeks for a response and then get an auto-generated message like 'We noticed your ticket from 6 weeks ago, please reply with this code if you still need help' and then nothing after I reply. The software broke around the same time as the shop migration because owned designs stopped showing in the library.

Both the product and customer service are absolutely terrible. These eyeglasses cost way too much and should be built to last, but they're not - the side frame snapped twice within just a couple months even though the optician said I was treating them carefully. When I reached out to their support team they gave me completely unhelpful responses. The whole thing is junk and their customer support is even worse.

Customer Support basically doesn't exist here. My Cameo 4 started malfunctioning just one month in. I tried emailing their support address twice and got nothing back. I even used their chatbot and can show proof of where I submitted all my details, and all it said was 'Thank you for your submission. Your ticket ID for this case is #' - no number even showed up. Getting them to respond to literally anything is impossible. Their warranty sounds good on paper but it's worthless because you can't actually reach them to use it.

The equipment ran smoothly for about 3 months initially, and while I understand that problems happen I wasn't too bothered. The real issue was dealing with their customer service, which is basically nowhere to be found. Assuming your machine stays in good working order, you'll probably be satisfied. However, the second you need any kind of assistance, you'll regret putting money toward this company. GET OUT WHILE YOU CAN.

The device performed wonderfully for the first few months, and I get that problems crop up occasionally so I wasn't too bothered by that. Where things fell apart was with their customer service which is basically nowhere to be found. As long as your machine keeps working without issues, you'll probably be happy. But the moment you need actual support, you'll wish you'd never given this company a dime. JUST DON'T DO IT.

Support and shipping are basically nonexistent. I ordered a refurbished cameo and they didn't think to throw in a cutting blade, work mat, or instruction guide. Then it got shipped to the wrong town since there's another place with the same name. Took a whole month to arrive. I signed up for their monthly subscription where you get 2 items every three months. The first shipment was the same issue, then it vanished. After 2.5 months it showed up. Before any of this I'd already told them about the shipping problem, and I gave them a heads up again before the next box was supposed to go out. It's been three months and still nothing. They use these tiny shipping companies that act like Canada isn't even a country. Getting a response from customer support takes weeks or months if they bother at all. The last rep told me to contact the shipping company directly. Problem is, shipping companies won't share details with anyone except the person who paid for shipping. The actual machine works okay, but the software you have to pay for is confusing and unintuitive. I have to hunt down YouTube videos from other owners, and half the time they're using different software versions. I'm thinking about selling the whole thing.

I bought the Cameo 5 back in late 2023 before the holiday sales. None of my issues have been resolved since then and now we're well into 2024. I get that holidays happen, but they were slow to answer even before the holidays and since then the responses have been pointless. Their customer service barely exists. The phone number they give you just tells you to send an email or try their chatbot. The chatbot is useless - all it does is tell you to email them. Getting in touch with them is nearly impossible. When you do reach someone, they take forever to respond. I've been working with an agent named Allan. I've sent him tons of messages that explain my problem in detail with screenshots where I've highlighted the exact spots in the program that are causing issues. His response back? 'Can you send me a sample of the material you're using?' REALLY? The description 'Foil Transfer Paper' isn't clear enough? Does he want an actual sample mailed to him? There's no way to get help from a manager, supervisor, or team lead - you're stuck with whoever they assign you and if that person isn't helpful you're out of luck. I can't even reach them to arrange sending the machine back. I'm really disappointed with how they've handled everything.

Sending Back Silhouette Cameo Pro - Service Is Terrible! They won't respond to anything and the only option is chatting with a bot that doesn't even keep a record. When you call the company you just get voicemail and then it hangs up on you telling you to use the website bot. They took 15 days just to get back to me, I sent my items back a week ago and still waiting on a refund. STAY AWAY FROM THIS COMPANY! BUYING FROM THEM IS AT YOUR OWN RISK.

This company is sketchy at best. They say they support Mac, but I've run into serious problems with the Studio software on my Cameo 4 over the last couple years. The real nightmare started after May 2022 when every update introduced a major bug that makes everything print super pixelated no matter what resolution you use. Mac users all over the internet have mentioned the same thing and had to stick with the old V4.4 version just to get anything done. I've sent them multiple emails and they don't respond to any of them. Switching from Cricut to Silhouette was honestly one of the worst decisions I made for my business. Steer clear of this company and their products completely. Their stuff breaks down and their support team basically doesn't exist.