Silhouette Reviews

I've been on hold trying to reach someone for over two hours now. My account suddenly got suspended for reasons nobody's explained, and I've got credits sitting in there. I've made tons of purchases over the years and now I've got a machine that's completely useless since I can't access the service. What's going on? How come I can't get a person on the phone? I can't get into the chat. Nobody's responding to my email. I can't even find a phone number. What do I do with a machine I can't use? Where's all the money and credits that were on my account?

Their studio software is garbage, the equipment is garbage, and honestly it feels like something TEMU dropped on the market. It was working fine until I updated it and now it's completely dead weight. WHAT A WASTE.

Charging extra for software that you need to actually operate a pricey machine is pretty ridiculous. Real companies usually throw in the core software as part of the overall package instead of putting it behind an additional paywall. But it gets worse - Silhouette Connect lets you download it, set it up, and walk through part of the process before blocking the finish step and asking you to pay. That's not made obvious upfront, so by the time you find out you've already put in time and spent materials. Really disappointing and feels like they're being sneaky about it.

I just got two emails saying I cancelled my subscription, but I absolutely did not. When I checked my account it shows I have an active annual plan that doesn't expire until November 2026, yet it's saying the account isn't activated despite me having paid for annual access. Their response was just a ticket confirmation with nothing to actually respond to. I'm really frustrated because I was a loyal customer from the start with an annual pass, but last year I dropped it due to constant problems. I thought things had improved so I signed back up for annual access, only to hit more issues three months later. Update: Silhouette finally got back to me and turned my account back on, but then two days later it got cancelled again. It's because I shut off auto-payments on my PayPal account like I always do. Even though I checked their website and it said cancelling auto-pay on PayPal doesn't cancel your subscription and you have to do that separately.

I'd rate this lower if I could. I have the receipt showing the one and only thing I ordered - a cameo device. Just one! They mailed me two and charged me for both including separate shipping costs. On top of that, they're making me pay to send the extra one back. They'll refund the machine itself but not the return shipping, plus I'm out the original shipping too, which comes to around 32 bucks total. I really should've just ordered through Amazon or gone with something completely different.

The Silhouette Machine itself is AWESOME!!!!! But their customer service? That's like dealing with a teenager hanging out in his grandpa's basement. If you can find a way to get the machine anywhere except directly from the company, do it - try eBay, Facebook, garage sales, online classifieds, estate sales, wherever. SERIOUSLY DO NOT CONTACT THEIR CUSTOMER SERVICE.

I got the Silhouette Cameo 5 Pro MK II and it only lasted 3 months before the machine disconnected while doing a firmware update. After that point it was totally dead - no lights, nothing. A device that costs as much as a new phone shouldn't just stop working from a routine update. The support situation makes it even worse. Their ticketing system keeps closing my cases on its own, and there's no actual way to talk to a real human. I've done every step they suggested, spent hours on this, and I'm left with a useless machine on my shelf. I depend on this for my business and now I've got nothing to use and nobody helping me fix it. I really hope Silhouette steps up and actually reaches out, but at this point I'm really let down and I wouldn't tell anyone else to buy this.

Honestly, these people are straight up thieves. Sure, the equipment itself works fine and is pretty much the same as what competitors offer, but their whole subscription thing is a complete ripoff. Almost everything costs extra. But here's the kicker - when you try to end your subscription to their design store, they pocket your money and shut you down right away while erasing all your leftover credits. This is exactly how companies end up going under. They're doing whatever it takes to squeeze more profit out of their customers. Really greedy operation.

Why can't they offer zero stars?? Got the machine but can't even get it working. It refuses to connect to the design shop. I went to cancel the monthly subscription - their site says 'Yes! You can cancel or change your subscription whenever you want. Just know unused credits expire at the end of your billing period' - but when I tried to cancel they hit me with a 20 dollar early termination fee. So NO, you can't just cancel whenever. This company is a joke. Wishing I never spent my money on this garbage. Should've just gotten the Cricut instead.

Take off running if you can. I've been buying from this company since 2011, but it's gone downhill fast lately. The last couple years have been awful - I can't recommend their machines anymore because the customer support is basically gone and their software is bloated and buggy. It doesn't work like it's supposed to. I'm moving on to something else. Wherever I get my next cutting machine from, it won't be Silhouette.