Complaints

This profile includes complaints for Cricut's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Cricut

  10855 S River Front Pkwy Ste 300 South Jordan, UT 84095-5762

• 

  Cricut

  10855 S River Front Pkwy South Jordan, UT 84095

• 

  Cricut

  99 Brainerd Rd 4F/11 Building Boston, MA 02134

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/18/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the Cricut Maker 3 via the Cricut website on the morning of 11/17/2022 at about 7:30 AM. After purchasing I checked my email and saw 2 separate orders, I called Cricut customer support to cancel the second order, ended up speak to an outsourced call center, I explained the issue, and they said they would issue the cancelation of the second order within the 4 hour time limit stated on the purchase confirmation email. Later in the day, I called back in for a second time because the item is still showing being processed, The customer service representative said they are working on it. Company took the money out of my bank account and the item is still showing to be ordered on the cricut account page. THIS is unacceptable business practices.

• Initial Complaint

  Date:11/04/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In reviewing my bank account, I realized that for the past 7 months Cricut has been taking payments out twice a month, sometimes on the same date, sometimes a day apart. I had assumed that with it being a small overpayment of $74.27 I could handle it with a simple call and get a refund and have them correct the error so that I would only be charged once a month. Instead, I had to call twice and try to get the issue resolved. I was told that the representative I spoke to would ask someone to look into it, but sometimes they can't find the billing and I should go talk to my bank instead. I asked him how a company doesn't have billing records... and was told they'd try to find it, but it would be better to ask my bank to refund it. I explained that is not how things work, it was not my bank fault, and I cannot just ask my bank for money back. I asked for a supervisor, and he said no. He would ask someone to call me back. He doesn't have access to billing, or my account, or the ability to let me speak to his supervisor, which he confirmed he had. I am unsure what his role was other than to tell me to complain to someone else. (My bank)

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was gifted a Cricut last November 2021 and registered the product online. I was not aware I was automatically enrolled in their design space membership. I did not receive any confirmation emails from the company, or emails regarding my free trial expiring. I have been charged $10/month since last December. Other subscriptions I have send regular emails with charge updates as well as notices before trials are up - however, nothing from Cricut.I contacted customer service and was told that their policy is to only refund up to 3 months. I was also told that emails could have gone to my spam folder, but I checked there and no communications were found. Ultimately, Cricut should have more transparency and communication with their membership customers, and should not cap their refund policy.

  Business Response

  Date: 11/01/2022

  Thank you so much for reaching out and letting us know about your experience. We are so sorry to hear about reoccurring payments to your card for the Monthly Access. Due to our policy, we can only refund up to three months of access. We will be sure to forward your feedback for better notifications on reoccurring charges to our members. Thank you so much for your patience and understanding and please reach out to our member care at cricut.com/contact for any further inquiries. 

• Initial Complaint

  Date:10/25/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  never received a refund for machine that never arrived even though rep ensured a refund in addition cricut at some point started charging me a membership fee monthly going on for possibly a year. Please assist me in getting the right person at cricut that can resolve this and refund me.

• Initial Complaint

  Date:10/22/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I place my first online order with cricut 10-9-22 for a single $15 roll of glow in the dark vinyl. I was originally told it would be here within a few days. Well today is the 22nd and they just sent it out

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cricut Maker 3 under warranty Gifted in Dec of 21… Agent said it needed to be replaced Told replacement is a used machine, not new Very disappointed, since it’s a faulty part on Cricuts part I feel it should be replaced with a new machine Since it warranty says Replacement, money back or fix it Does not say exchange for another used machine

  Business Response

  Date: 10/31/2022

  Hello ******. Thank you so much for reaching out to us and letting us know about your experience. Our Member Care department is communicating with you toward a solution and we recommend staying in contact with them. Please let us know if you have any further inquiries. Have a great day!
  
  
  

  Customer Answer

  Date: 11/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I have received a 2 nD Cricuit Maker “used”

  Cricut customer care reached out about that machine.  Let the agent know I was concerned about the noise it was making.  Agsin, uploaded a video.  They said they had a team of techs watch the video of the machine I uploaded to the agent.  I was told the the noise coming from the machine was concerning and she has permission to send me a “Brand new machine”.  I’m happy, until I’m told it won’t be in a new box like if I ordered it or bought in store.  I didn’t get a reason for this, just was promised it’s a machine that has never been registered to a previous owner, but promised it new.  Was told these machine are put aside for situations special situations.  I asked since it’s a “brand new machine” does the warranty start as a “brand new machine”.  I am told, the warranty on the “brand new machine” is only thru Dec of 22 from the original date of purchase. 
  1.  Why not “brand new machine” in brand new box with brand new packaging if it’s new 

  2.  Why not “12 month warranty” if it’s a brand new machine 

  I now have (3) “Cricut Maker 3 machines in my house all have been disabled by Cricut and acknowledgement by cricut from my videos I have had to send them to prove that the machines didn’t function properly.  One is the original machine still under warranty, the other two are replacements I received.  One I never registered since right out of the box it was damaged.  The 3 machine used a few cuts, but didn’t sound like it should.  The agent escalating the original Bbb complaint told me needs to be replaced. 
  
  I have all the videos I sent to them, and I know the calls are recorded. It will be three weeks now without a working machine and disabled machines.  
  
  would like a “Brand New Machine” as if I bought it from a store or there store or a full refund of my original price my husband paid last Christmas from Michaels so I can by a “new machine” that has a full warranty.  
  
  
  

   

   

  
  Sincerely,
  
  ****** ******** 

• Initial Complaint

  Date:10/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted several times to resolve an issue with Cricut to issue me a complete refund via Affirm. Despite the claims from multiple Cricut representatives Affrim has not been notified of a complete and total refund. Affirm claims that there has only been a partial refund provided by the vendor, and because it has been well past 60 days, there is nothing they are able to do to rectify the issue. Thus, I am required to deal with the original merchant; however, the problem is Cricut refuses to rectify the issue and continues to give me the run around with the same canned statements that refunds take **** business days. It has been WELL OVER 60 days since my initial request for a refund and I have still yet to receive a COMPLETE refund. I have attempted 3-way calls between the two companies and still have gotten NO WHERE! This company has very poor customer service and the two systems are boarder line fraudulent. Cricut is quick to take your money and very slow to return what is rightfully your. I will do my best to NEVER shop with this company again.

  Business Response

  Date: 10/10/2022

  Hello Faith! Thank you so much for reaching out and letting us know about your experience. We are reviewing your case and thank you for your patience. Our ********************** is communicating with you toward a solution and we recommend staying in contact with them. Please let us know if you have any further inquiries. Have a lovely day. 
  

• Initial Complaint

  Date:09/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Cricut maker that has very light use since I purchased it a couple of years ago. The rubber rollers on it are disintegrating, which causes them to shift and cause the mats to get wrenched around and damaged. I reached out to customer care and after a process of having to film and upload the machine top to bottom with a note with my name and the date on it (like some sort of hostage negotiation) and provide lots of info plus several days of waiting after multiple attempts to get assistance, their advice to me was use their discount code to purchase a new machine. From what I have read in other complaints, this is not an uncommon problem but they don't provide replacement parts or a repair option. It's almost as if they intend the machines to break down after a short period to make users spend more money for a replacement. So aside from a very frustrating experience even trying to reach their customer service (I had to go through their ******** messenger because wait time on their phone line was literal hours) they're clearly unconcerned about throwing more plastic and electronic waste into landfills when the solution to a known flaw is to replace two small rubber rollers. They are selling a product with a known issue and refuse to do anything to fix it.

  Business Response

  Date: 10/03/2022

  Hi there! I am so sorry to hear about the trouble you had with your machine - our machines do come with a one year warranty in which we would be more than happy to look into options for replacement. If your machine happens to be outside of that one-year warranty, we may not be able to replace your machine but can still look into other options to get you into a working machine. Here is our contact information: cricut.com/contact - we hope to hear from you soon to look into an option that fits you best. 

• Initial Complaint

  Date:09/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has a history of not allowing customers to cancel subscription even though they tell you, you can cancel any time. They do not answer their phones, respond to emails, and have deactivated the option to cancel subscriptions online. I have told them they are no longer authorized to charge me for the services I have made multiple attempts to cancel.

  Business Response

  Date: 10/03/2022

  Thank you so much for reaching out to us and letting us know about your experience with the. Our ********************** is communicating with you towards a solution and we recommend staying in contact with them. Please let us know if you have any further inquiries. Have a lovely day. 

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my Cricut maker I believe under 3 yrs ago and it was well over $400. I did not use it often, when the pandemic hit I found it useful to cut out masks, I am a healthcare worker and our hospital is small and ran out of supplies so I was able to make masks for staff and having this machine was super helpful, after this I rarely used the machine, now in 2022 I'm using it more often to do church projects and have been experiencing issues with the rubber rollers wearing out. 9/11/22 I contacted customer service and although I had a great experience it is very disappointing to know that there is no way to repair my machine or replace this part. **************** ************* ******** tried to get me approved for a replacement machine but was denied and could only offer a $50 off coupon and some materials but must be purchased through Cricut.com, so if I find it less expensive at another retailer I am out of luck. This is very disappointing and I came across several customer blog complaints of this issue and defectiveness of this Cricut maker, why is this machine still being sold if it is expensive and will have to replace the machine often. It saddens me that I feel I may have to part ways with this company all together and research other options. I do not feel like I want to put more money into a company that hasn't addressed this issue and make customers aware. I feel they should at least have replacement parts or repairs for these machine even if its for a lesser fee than purchasing a whole other new machine.

  Business Response

  Date: 09/13/2022

  Thank you so much for reaching out and letting us know about your experience. We have reviewed your case and thank you for your patience. Our ********************** is communicating with you towards a solution and we recommend staying in contact with them. Please let us know if you have any further inquiries.