Monday, April 20, 2015

I just cancelled my Club Silhouette membership. {Buyers Beware}

So I joined Club Silhouette in March after hearing folks talk about the 30-day free trial and getting a mat and blade for free. I ended up paying $9.99 to stay on as a member for a second month because my mat and blade did not ship within the first 30-days. The exclusive shapes that I unlocked for both months did not impress me and so after some consideration, I decided to terminate my membership. (Click HERE to see why I had signed up, and HERE to see why I decided to leave.)

I was under the impression that cancellation would be quick and easy and so I was surprised to see that the Silhouette website did not allow me to cancel until after May 15. That's 3 months after I have joined, and they would have charged me $9.99 TWO TIMES by then. I was miffed that the information was not posted and conveyed to me at the time that I signed up and so I sent an email to Silhouette Support.

I sent the message on Saturday evening and I was impressed that I got a response the very next morning and on a Sunday no less! I had forgotten to tell them the email address that was associated with my Silhouette account and so I sent my reply back immediately. Just a little while ago (on Monday morning), Silhouette replied that they had cancelled my membership.

While I am glad (and relieved!) that they responded so quickly, I am a little disappointed that once again, they did not provide full disclosures about their products. When they advertised the Silhouette Cameo 2 machine, they had offered 100 free shapes to customers but they did not mention that existing Silhouette Cameo (1) users looking to upgrade to the new cutter will only get 50 new shapes. In this case, they did not tell potential Club Silhouette members that they need to stay for a total of 3 months before they can cancel.

I like my Silhouette Cameo machine a lot and even though I dislike Silhouette Studio version 3.xx, I am happy that I can use the Legacy version (v2.9.45). Silhouette's once-stellar customer service has gone downhill but I have hope that they will one day be great again. So I am bummed to say that after having two recent purchase experiences that left a sour taste in my mouth, I've become wary of what Silhouette advertises. I will definitely be more cautious the next time I buy a new product from them. That's kinda sad considering how much I used to love them. :(


15 comments :

  1. It's a shame you weren't given ALL the info, but it's great that they were willing to accommodate your request and quickly.

    Why do you prefer the legacy version of their software?

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    1. It's really just a personal preference. In a nutshell, I find that the Legacy version is more fun to use than all the v3s. That's all. :-)

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  2. I just got mine last week and I am also a little disillusioned. I ordered from HSN after watching the demo of all that it could do. however when I get it I have to upgrade the software for $50.00 before it will do all of those things...SMH.

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    1. Are you referring to the Silhouette Studio Designer Edition? Do not pay $50! You can almost always get it cheaper elsewhere. For example, you can get it for almost half-off HERE.

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  3. I cancelled my club membership after downloading the first months shapes, as i was not in love with them. I had no trouble, but I also did not get a free mat or blade. I am usually not one of those "kit" kind of members anyway, I want to pick and choose what I get.

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    1. Oh hind sight, I probably should have cancelled after downloading the first shapes but curiosity got the better of me and I really wanted to see what April's shapes looked like. Oh well, live and learn! ;)

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  4. With the Cricut customer care and product being revamped and getting rave reviews (from what I've seen), Silhouette is doing themselves a huge disservice. Hopefully they step up and realize there are more options that are becoming more attractive to users and better themselves as well to keep current customers etc alone attract new ones.

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  5. I'm so glad to see your update. I have been considering signing up for the first free mat/blade then canceling. I will just stick coupons or Amazon sales for them!

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  6. I'm so glad to see your update. I have been considering signing up for the first free mat/blade then canceling. I will just stick coupons or Amazon sales for them!

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  7. I'm always suspicious when companies offer subscriptions. You know that if wasn't in THEIR best interest, they wouldn't be offering them. They usually don't work in the customer's favor from what I've seen.

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  8. Hey Jin, so sorry to hear this! SA's customer service was so wonderful....I'm still wondering what happened with them?? Did they cut back on staff or what? The Cameo is such an awesome (an affordable) little machine. I really hope they can get it together. (BTW~ I LOVE and still use the legacy SS version, too!).

    As always, thanks for your honest and straight-forward feedback on the subscription thingy. Such a shame.

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  9. Interesting that I ran across this post today. I'm cancelling my subscription too!!! Today!! I decided to give their chat session a try, since I hate calling them and then waiting for a callback. The entire session took about 30 mins...15 min waiting for someone to come on the line and then the remaining pretty much waiting for the agent to respond to my request and confirm the subscription was in fact cancelled. What irritated me was there was no "have a nice day", no "thank you for your business", NOTHING. None of the customer service norms that you would expect. I almost felt like I was interrupting them or something. I hate waiting for a callback, but this chat session wasn't much better. At least on the phone they say "Thank you".

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  10. A great example of what good/bad customer service can mean to a company. Sadly, I've had similar good/bad experiences with other companies. But, once one has lost such faith in a company it is really hard for them to draw that customer back in and regain customer loyalty.

    QuiltShopGal
    www.quiltshopgal.com

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  11. That's too bad their once exceptional standards are sliding. It's like a bad relationship we're in isn't it? We want to love them regardless of all the let downs and half-promises. I still love my Silhouette SD, but when it comes time to move on, I might just look at other brands more seriously.

    Thank you for sharing all your experiences with us all with such great detail, Jin! You are simply priceless! <3

    Cecelia

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  12. :( Thanks for the great information you share about all the products you use. I appreciate your feedback!
    Hugs,
    Carmen L

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