xtool.com Reviews 1,011

Received my F1 Ultra and struggle right away. Took about 3 hours of messaging on different platforms for them to tell me it needed to be replaced. Then another several days to get notice that the new machine is shipping. Not ideal during the busiest time of the year. Still waiting on it and hoping I can recoup my lost income. Just expect better for what I paid.

Amazing service. Katrina was assigned to my case. I was impressed with how she walked me through every troubleshooting step before we both came to the same conclusion that my D1 pro module was not coming back from the dead. She didn’t push product and offered affordable solutions. Not only have I had great experience in using my module the customer support will keep me as a loyal XTool customer. Thank you Katrina.

Scammers alert. Don’t buy from this company. I order my machine in nov its been 10 working days they been ignoring me after taking all the money

I am overly pleased with the assistance Shirley provided after I messed up my order. She was very quick to respond and resolved my issue.

I had an issue with a machine and submitted a support ticket. They responded quickly. Troubleshooting was thorough and their instructions were very clear. When it was determined that a replacement machine was required, they promptly shipped me a brand new machine. All shipping was provide at their cost. They stand behind their product and go above and beyond to make things right.

The customer service is fantastic. I've reached out to a lot of companies for support on various products and services, and xTool is by far one of the best. They're fast and easy to work with.

Amazing customer service from XTool. They always deliver five star service. I have been a loyal customer for many years now. They are my go too for anything laser engraving related.

I unboxed my XTool F1 late, I’m sure after the warranty exprired. It beeped the entire time I was using the software. I reached out Facebook and Cheryl helped me through the problem. She was tireless. She asked thorough questions for us to narrow down the problem. Problem solved! I’m loving my F1!

horrible support a 20$ PIECE broke on my x tool p2s and x tool doesnt sell a replacment rendering my 6000$ machine useless junk

Machine is 14 months old laser just packs in and they want me to purchase another for £450. I dont even use it often. Customer service has been absolutely awful she said basically buy a new one we can’t help you, then when I asked to escalate my issue she said we can’t do that we don’t have any complaints department. Pathetic company

I contacted XTool for technical support and I received the best customer service including a replacement part. What a great company that stands behind their product. I loved the set up manuals that were so easy to follow with accuracy!

XTool stood by their 60 guarantee and refunded the price difference when the machine I bought went on sale Black Friday and was cheaper than the amount I initially paid and refunded the difference. Aside from that , from enquiry to after sales support the company has been exemplary. Look forward to future innovations. Thanks XTool .

Arterial I bought is great quality, very satisfied with my purchase.

Xtools does nothing but lie just to get you to shut up. Ordered with Kickstart program. Payed my money when it went live and have been nothing but lied to since they took my money. Like a cheap lady of the night tell you they love you till they get your money then your screwed and they didn't even kiss you.

I ordered a replacement motherboard for my D1 PRO 20 watt and it was shipped but DHL lost the package. I have been waiting for customer service to send a replacement. Now 15 days later and ZERO response from XTOOL!
Be very care trusting your small business to a company that lets you flap in the wind without a single answer for replacement parts!

I ordered the XTool F1 bundle (£1,723) on October 25, which included the F1 machine, smoke purifier, bed extension with rotary, and the F1 Care plan. I was genuinely excited about the purchase, until just two days later, XTool released the new F2 model at nearly the same price due to a presale discount. Naturally, I wanted the newer model instead, so on October 27, I immediately called customer service to cancel my order before it was shipped.

To my surprise, the agent told me they had no access to cancel orders and could only “forward the request to the back office.” It was strange and disappointing, in today’s digital world, a cancellation should take seconds, not days. Despite multiple calls and emails, they still went ahead and delivered the order on October 29, in three separate boxes (F1 machine, smoke purifier, and bed extension + rotary).

What followed was the worst after-sales experience I’ve ever had. I made it very clear that I wanted to return the entire order unopened and get a refund. Yet, customer service repeatedly falsely claimed they had sent me return labels. When I told them I hadn’t received anything, they continued insisting they had. They even confirmed my email address three different times, the same one we were already communicating on! It was both absurd and frustrating.

For over two weeks, I was left completely helpless, with all three boxes sitting unopened in my home. The excitement I once had turned into daily frustration. Then, they informed me that their “back office” was out until November 11, which, coincidentally, is the same date their F2 presale ends. It honestly felt like I was being stalled.

Finally, on November 11, I received two additional return labels, but once again, with no explanation about which label corresponds to which box. The email just said, “here are your return labels.” I’ve now had to email them again for clarification.

At this point, I’m genuinely unsure if I even want to buy the F2 anymore. This entire experience has been stressful, unnecessarily prolonged, and completely unacceptable from a company of this size.

I understand that every company strives to be great, and perhaps the higher management isn’t aware of what’s happening with every customer on the ground. I’m writing this review in the hope that someone from XTool reads it, takes it seriously, and works to improve their processes and after-sales service, not just for me, but for future and existing customers as well.

⭐ 1-Star Review

This has been one of the worst investments I’ve ever made. I spent $3,000 on this machine, and it hasn’t worked since I got it. The customer service is terrible—I’ve been calling for three weeks straight, and every single time they tell me the same thing: “wait 24–48 hours.” No one ever follows up or helps resolve the issue.

They even sent someone to my house to pick up the machine without providing a return label. When I called about it, I got the same useless “24–48 hours” response. Now they’re refusing to take the machine back unless I pay $500 out of pocket just to return it.

This company clearly doesn’t care about their customers once they have your money. The lack of professionalism and accountability is unacceptable. Save yourself the headache and don’t waste your money here

Xtool - Not sure cares about customers

Poor customer service, Flash sales a joke... Not sure this is a company I would consider to be serious about their customers

Not only I tried to get answers from their customer service online who at the end sounded like I was a bother but gave it a try on the phone and the person did not seem to be knowledgeable at all. Still waited all day to purchase the P3 unit during the sale, was in front of my computer all evening waiting for the sale to kick in. Press the buy button the moment it kicked in and upon making payment (1 to 2 minutes) it came back that the unit was sold out and no longer in my cart.

Contacted online Chat and it was a joke, the first agent never responded and the second was not much help at all.

👋 Hello! I'm xTool Support Bot.
To help you solve problems faster, please tell me your product model and the issue your're experiencing in one message.
For example: "How do I calibrate the optical path for my P2S?"

was the sale on the P3 a joke?

It looks like this issue may need help from one of our support agents. Please leave your name and email in the form, and we’ll connect you shortly.

Name: Luis

You are now being transferred to the customer service team. Please wait a moment.
Got it! I will transfer you to our customer service team.

Dear customer, thanks for reaching out. I'll take it from here. How may I help?

Hi,this is Anata from the support team of xTool,I am pleased to assist you!

I waited all day to place the order, placed it on my cart the moment it came available for purchase and upon payment I am told that the unit is sold out
what a joke

Not only the customer service earlier was leaving a lot to be desired but this now. I am really upset, and maybe it is that this company does not deserve my business. I will be leaving not too happy reviews online.

Just wanted to provide my feedback

Hey! Welcome to xTool’s live chat. I’m Betty, and I’m thrilled you’ve stopped by! How can I assist you today?

well, I supposed the other agent chose to not attend me

Dear customer, thanks for reaching out. I'll take it from here. How may I help? Hi,this is Anata from the support team of xTool,I am pleased to assist you! I waited all day to place the order, placed it on my cart the moment it came available for purchase and upon payment I am told that the unit is sold out what a joke Not only the customer service earlier was leaving a lot to be desired but this now. I am really upset, and maybe it is that this company does not deserve my business. I will be leaving not too happy reviews online. Just wanted to provide my feedback
Maybe You can help me.

We sincerely apologize, but flash sale products must be purchased on the flash sale page.

I did and had the product within a second of becoming available in a cart and upon payment completion it told me that the item was no longer available. That was 1 minute

Really, that is how your company works.

Did not even honored those who had the product on the carts and making payment

Honestly very disappointed

So, I guess there is nothing anyone can do?
Still there
?

I sincerely apologize for any inconvenience caused to you.
So that is it??\

We sincerely apologize, but the quantity for the flash sale is limited. Customers who complete the payment will secure the flash sale price.

Our new F1 Xtool did not work. Support diagnosed it and said it needed to be replaced. They asked for an order number - which I did not have as we purchased it a while back at a Woodcraft store, not online. They will not replace it because we did not order it online. They said to contact the store, which is an 8 hour drive from home - there is not one in our state. Out almost $1300 on that plus almost $800 on the accessories.
11/03/2025
As of now, XTool has acknowledged that Woodcraft is an authorized seller and are replacing the device.
More upon receipt....
11/8/2025
Received a replacement .
Updating the rating to reflect a positive experience