Silhouette Avis 32

I recently got the Silhouette Cameo 5 Alpha and honestly I am really enjoying using it so far. The cuts come out super clean and the machine is much more quieter then I expected. I mostly use it for vinyl and stickers and it works really good for my projects. Setup took me a little time but after that everything was pretty easy to understand. Overall really happy with my purchase and would totally recomend it for craft lovers.

Silhouette studio is TRASH! Never works! Just freezes and shuts down the computer! Was great until all these updates and now it’s useless.

Save yourself and go to canva!

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?

studio is garbage, equipment is garbage, TEMU called they want their glorified plotter back. worked fine did update now its a paperweight. THANKS CHINA

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 again

Update. 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

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.

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.

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.

The Silhouette Design store has a minimum three months term. If you want to cancel, you have to pay an early cancellation fee. If this would've been clear from the start, I wouldn't have subscribed.

Basically a bunch of thieves. Besides having hardware that works nicely but is also not better or worse than competitors products, their subscription model is pure betrayal.

Nearly everything is extra. But the best part comes when you want to cancel the subscription to their content store. They keep all your money but cancellation is executed immediately and all credits you have are deleted.

Those are the kind of companies that ask themselves why they went bankrupt. Trying everything to optimize their margin on the back of their customers.

Greedy folks.

I have multiple issues and they will not give me a customer support number!! If you are looking a cutting machines this companies customer support is horrible. Sadly they have lots of bad reviews on customers service and don’t seem to care. Go with Cricut

Why can’t we give zero stars?? Bought this machine and can’t even get it to work. It will never connect to the design store. Tried to go in and cancel the monthly subscription as their website says “ Yes! You can cancel or modify your subscription at any time. However, please note that any unused credits will expire at the end of your billing cycle.” but when I try to cancel it says I will be charged a 20.00 early cancellation fee. So NO, you cannot cancel at anytime. This company is a joke. Regret even wasting my money on this thing. Should’ve just bought the cricut.

I recently invested heavily in Silhouette products, purchasing a Silhouette Portrait 4, an Electrostatic Sheet, replacement protector sheets, the auto-sheet feeder, and the top-tier license for Silhouette Studio. I was excited to start creating, but I quickly discovered a major problem: the Silhouette Studio software on macOS would not allow me to select any tool except the move tool.

After some research, I found that this is a common issue with the software, and there are countless articles and forum posts online discussing the problem. Unfortunately, I learned about this far too late, and by the time I realized it, I was stuck with expensive equipment and software that simply did not work as advertised.

Reaching out to Silhouette’s support was a nightmare. It took well over a month to get any response, by which time the return windows had closed. I was left with no choice but to try and troubleshoot the issue myself. As an experienced software engineer, I explored various solutions, eventually finding that running Silhouette Studio on Windows 11 Pro ARM Edition in a virtual environment worked. However, this was a clunky and impractical workaround, significantly degrading my Mac’s performance and increasing power consumption. It was far from ideal. I had to purchase the Windows 11 Pro license just for this.

When I informed Silhouette support about my findings, their response was shocking: they refused to provide any further assistance because I was using a virtual machine. I repeatedly stressed that my goal was to get the software working natively on macOS, but they just would not listen. They seemed more interested in proving that the problem could be reproduced on Windows – something completely irrelevant to my situation.

After much frustration, I finally managed to get the software working natively on macOS. However, I soon noticed that the app was consuming over 50% of my CPU overnight while simply idling in the background. This spike in power usage translates to approximately £5 a day, forcing me to constantly close the app when not in use. The app takes several minutes to start each session. It’s unbearable and renders are very powerful machine useless.

Despite repeatedly requesting to speak with management about my issues, Silhouette consistently ignored my requests. They claimed their lead developer was on leave – but given how long it’s been since they updated their Mac build environment, I’m convinced they don’t have a lead developer. The software doesn’t even run properly on Apple silicon, which has been out for five years!

Silhouette’s customer support has been nothing short of appalling. They don’t listen, they don’t read, and they haven’t made any effort to resolve the issue or offer practical solutions. It’s clear they don’t care about Mac users or about their customers in general.

If you’re a Mac user or value good support, save yourself the headache and choose a different brand. Go to Cricut instead – their products are more reliable, and their support actually listens.

*edit*

I made one final attempt at getting help and was as clear as possible this was about native macOS and the reply?

‘We understand how frustrating it can be when software doesn’t work as expected. I want to point out that using Silhouette Studio in a virtual machine isn’t officially supported, which can lead to the problems you’re experiencing. For the best performance, we recommend running the software on a compatible operating system.’

The woman is truly stupid and needs to learn to read.

Been with this company since 2011. The past couple of years has seen it go from fabulous to the worst imaginable. I can no longer recommend their machines because of the lack of support and the software has become a bloated mess that does not function as advertised. I am jumping ship. Not sure where my next cutting machine will be from - I am positive it will not be a Silhouette product.

I bought a cameo 4 a year ago and have had problems ever since. It doesn’t feed the mat correctly or cut correctly. I emailed several times with no response. I finally after several emails got an automated email that did not address my problem. Now after a year they said they would replace it with a refurbished one. I paid full price for one that didn’t work. Why should I have to settle for a refurbished one. I wasted so much vinyl trying to get it to work. My first cameo was great which was purchased in 2015 but was dropped when I moved. No customer service and machine is a piece of junk. Please avoid purchasing

I've been a customer for years. And all was well until May 2024, when they decided to completely uproot their Design shop and move it to Adobe. Ever since then the shop hasn't been working correctly. Double triple and quadruple purchases of the same design were possible, owned designs were no longer marked as owned, the download orders feature has been removed, we now have to download each purchased design individually, which wouldn't be a problem, if I didn't own more than 1000 of them by now.
And now I can't "upgrade" purchases already completed to include the .svg file, which was possible until a few weeks ago. It's frustrating as they're adding new shop features all the time but not fixing their bugs!

Contacting customer support is absolutely fruitless, you don't get a response for weeks, and then you get a computer generated "Hey, we've noticed there's an open ticket from 6 weeks ago, is this still an issue, please reply with code xyz if you still require assistance" and then you never hear from them again, even after replying with the code.

The silhouette software broke around the same time as they moved the shop, because owned designs no longer showed up in the library, this issue may or may not be fixed (I know for some users it's still not fixed in November 2024, 6 months after the move), and a new update of the software appears to also have significant bugs introduced.

I would not recommend silhouette to anyone currently, because you need a lot of luck for them to actually work for you.

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 !