xtool.com Reviews 1,011

XTool was able to assist us rapidly in repairing our machine. They were able to login remotely and do the repair which made it easy for us. They also guided us in changing the module that was causing the issue.

Order a f2 ultra uv also ordered extra k9 crystal. Site did not show backorder on the crystals but they didn't show up with the machine. Chatted on the website told would ship 1/4 or 1/5 now there saying some time in February. Would not recommend if you want to do crystal engraving.

Support is always helpfull and respond in a timely matter even in the weekends.

Only had the F2ultra UV for a month and it started to surface engrave on glass very patchy, then nothing at all. I was given thorough instructions on how to install a plug in for focus on the machine and now it once again works like a dream.
It was pure panic I tell ya!

I had a very strange problem with my xtool s1 40w. Everything worked fine if I was connected via is, but over WiFi the machine wouldn’t function. It was connected, but wouldn’t frame or process. After a few messages with Jennifer and whatever magic she and the engineers worked on their end she came back with a solution to an anomaly they found in the motherboard. Problem solved and it’s functioning better than ever.

The worst Heatpress I ever purchased! So complicated, not heating up well in relation with the temperature it’s showing and delivered in separate box with the meter so I claim that it’s missing found out it’s in the other package of the other order. So I tried the machine past the one month window but in contact with the missing items. Until now it’s not delivered so my order still delivered incomplete and when I want to return it they would want me to cover the shipping or return fee which might cost me hundreds of dollars since it’s going to be a big box and heavy. So beware where to order your machines. I have Apparel printer with them as well and F2 but their customer support is very bad. Better find a better company.

I worked with Cheryl on the Xtool support via Facebook. Cheryl helped me isolate the problem rather quickly, sent me a replacement part and the laser is working beautifully.

It was an absolute pleasure to work with Cheryl. She was prompt returning my messages/questions. I couldn't be happier.

Excellent experience, anytime I've had an issue they resolved it fast. The team is professional and easy to talk to.

Kathy was AMAZING! She knew all the right questions to ask, quickly answering and giving me options to help get me rolling again! Thank you so much Kathy, Xtool is very lucky to allow you to represent them.

Hannah is beyond awesome and amazing!

I just wanted to take a moment to sincerely thank Hannah for her warm and wonderful customer service she provided to me. Hannah's kindness, generosity, and patience truly made all the difference, and it did not go unnoticed.

From start to finish, she treated me with such care and understanding, taking the time to listen and help without ever making me feel rushed or overlooked. Hannah's calm and thoughtful approach turned what could have been a stressful situation into a genuinely positive and great experience.

It’s rare to come across someone who is not only knowledgeable but also so genuinely kind, and I am incredibly grateful for the support she gave.

Thank you so much for going above and beyond — you are truly appreciated.

xTool Managers, you truly have a precious gem in Hannah! She deserves a raise!

With heartfelt thanks,
Andrea

I ordered a pre-filter for my AP2. Three weeks later, Xtool still hasn’t sent it to the carrier for shipment. I’ve called three times and was told that “someone from the logistics” team would get back to me. Well, crickets. Tons of orders unfulfilled because of this bs and xtool has proven not to care. Do you think the’ll refund me for my losses? Of course not. This company has terrible customer service and if you’re American… fuggetaboutit!

Put a deposit down on a laser system coming out, but I wasn't sure of the monthly payment breakdown on the laser until after it was release, so I decided not to get one and per their site policy you can ask for your deposit back at any time, which I did, and I have not received any response OR my deposit back! They stole my deposit illegally! (My order # is 344635)

If you’re thinking of getting an xtool apparel printer don’t bother I wasted 8 grand and I have a worse printer than my old converted epson and the 1k cheap Chinese knock off. Dont waste your money it’s a gimmick it can’t produce any colours and the white is as thin as water it doesn’t cover on light colours and on black forget it give up and use vinyl this thing is only fit for the bin the colours are faded and the white is pathetic it doesn’t allow enough time for the ink to firm enough before adding the powder and there is no heater to aid this and help get better prints I won’t be buying any other cheap Chinese crap sorry I mean xtool products again. Very disappointed

Ordered an F1 ans it was supposed to be here on November 24th, 2025. FedEx claims they lost the package but I'm sure it was stolen by "Reginald" since it was on his truck last and "out for delivery" for a week. After an exhausting battle with FedEx, I contacted Xtool support. After a 2-day investigation, they shipped me a new unit without hesitation. This one did arrive in perfect condition yesterday (12-15-25), and I engraved my first project shortly thereafter. The customer service was great! My advice is to go through Facebook Messenger for faster replies and less confusion. Also, XTool, PLEASE STOP USING FEDEX!!!! But thanks for taking care of my issue.

X tool has responded almost immediately every time I have written to them. Responses are great. They’re very polite thorough and give me all the answers I need so far. I’m extremely pleased with X tool plus my machines which I have two of work great I’m enjoying learning new things on XTool studio. My daughter uses it and she teaches me things as well. She also loves her machine. Great product great service. I would recommend them to anybody. Thank you for having a great product and having great service.

Review, which review? I was literally let down. I was the chosen one, I bought the Xtool Apparel printer, ohh, I thought it would be the game changer of my life. On the first day it already had printing problems: film melting, powder not adhering to the print, film jamming all the time. Something that was supposed to bring me profit gave me the worst nightmare of my life. I quickly contacted support and from that first contact they started stalling me. It's been 20 days and every day that passes an agent says something different. I requested a response, nobody says anything concrete. They keep asking me to wait 1 to 3 business days, and I keep talking to them and nothing gets resolved. I definitely don't want this damn equipment anymore. Now they're forcing me to keep it, or else, because of company policy, I have to pay for the return shipping even though I was within the 14-day return period. What a nightmare! The pallet is already packed and ready, and nobody is coming to collect it. Nobody tells me anything. Customer service support horrible gets a -0 rating; it's awful. And I'm still waiting for them to tell me something that can be done. But so far nothing, very disappointed with XTOOL. I wouldn't recommend it to anyone.

Purchased the S1 last few months and as these things go, I had an issues with my 2W ir laser. Jennifer from the xTool support team acknowledged the issues I was having and was extremely helpful and sympathetic. She responded quickly throughout and kept me well informed every step of the way as she communicated with other teams involved. We did a few tests and quickly came to the conclusion there was clearly a fault. In less than a week I had sent my faulty laser back and had a new one delivered. Happy Days!!!

I have had my laser for almost a year now, I began having issues and the customer service is amazing. They’re sending me the new part, didn’t make me jump through hoops

I have had a bitter/sweet experience with Xtool P2 overall. It is not a bad machine… but I have encountered some issues with the machine and software, every time I got help from support and get the machine back to work.

I would like to share my experience with xTool support, especially with Kathy.
My order for the xTool F2 Ultra UV has been a bit of a journey with some ups and downs. As an early-bird customer, I initially felt uncertain when I noticed that later orders seemed to be shipped sooner, which caused some frustration.
However, once I reached out to support, I was positively surprised.
Kathy handled my concerns with great attention, kindness, and patience. She explained the reasons behind the delay clearly and gave me a realistic understanding of the expected shipping timeline.
What impressed me most was her personal approach, reliability, and consistently professional communication. Despite my understandable questions and concerns, she always remained friendly, clear, and very supportive.
In the end, the whole back and forth turned into a positive experience, because I truly felt taken seriously and well supported as a customer.
Thank you to Kathy and the xTool support team for the excellent service!
I am now looking forward to receiving my machine and starting future projects with xTool.