xtool.com Reviews 887

I recently had an issue with my Safety Pro AP2 air purifier from xTool, and I’m very pleased with how their customer service team handled the situation. Jennifer from xTool was responsive and helpful throughout the process, making sure my concerns were addressed. While there was some delay in communication — understandable given they are overseas — I think adopting a “follow-the-sun” business model, where customer service is regionally based, could make things even smoother for customers in different time zones.
One thing I greatly appreciated was that, after some discussion, xTool shipped my replacement unit before I returned the malfunctioning one. This gesture really showed their commitment to minimizing downtime for customers. My only real complaint isn’t directed at xTool at all, but at FEDEX, who delivered the replacement at 10:30 PM and left it in the driveway. Had I not been awake to bring it inside, the package could have been damaged by overnight rain.
Overall, xTool stood behind their product and resolved my problem in a fair and customer-friendly way, and that earns them high marks from me.

The first issue I had was the misleading advertisement that pre-orders get a specific discount, saving X amount of money, only to find out later that we only saved a fraction of that since the release day price was only slightly higher than the preorder, and not at all by the significant amount they told us we were saving.

The second issue was finally getting the product and the “bonus” material package we were promised for reaching a milestone in support was nothing like described and didn’t even include all the materials they advertised with. There was a big push of brass engraving and yet not one sample was provided in the kit. The entirety of it was underwhelming and did not feel like a reward at all, it was just a basic kit that came with regular orders, not special to early buyers of the F1U.

My third gripe is how now, my “free” gift of the pedal switch to use with the F1U has suddenly stopped working, just under a year, after updating to the latest software. Of course there was no real dialog about this but an AI reply explaining that I’m not entitled to a replacement. The product page shows once again a claim that it has a one year warranty. Of course there is an exception for “consumables “ within the info, which this is, but why would you go out of your way to even put the false appearance of it being warrantied when you knew it was a CONSUMABLE product page?? You all consistently lie and deceive the people who fund your business and lifestyles.

Because of xtool’s inability and unwillingness to be a company and brand of actual integrity, talking their way out of all the promises they make to get your sales, instead of honoring them- I have zero interest in any new and coming products. The standard of integrity is far too low to be spending such high amounts of money with them.

Edit: The ticket number is 700086.
I understand the policy it explained, I just don’t like how on the pedal product page you all list “12 month warranty” on there like a feature knowing it doesn’t apply. If your AI can tell me that in private why can’t it update the product page to reflect that as well?

Edit 2: wow. Wasted my time again pretending to want to help just to have a human email me that the bot was wrong, but tell me something even more ridiculous? Not one solution offered just another technicality to hide behind. I had something fail after YOUR UPDATE and you feel no responsibility to me but to tell me you don’t have to do anything about it? You’re crazy if you think I will buy a product that you can’t even demonstrate to last a year. That’s poor service, hiding behind “rules” when a good business knows when to make exceptions and take responsibility. Do not contact me again and trust I will not make the mistake of buying any more of your products and I will advise those I know to follow suit.

To the ones considering launching a laser business I have this to say. Xtool machines and ecosystem is nothing short of life transforming. Every single detail has been thought of. This is by far the best brand in the market taking into account the quality of their machines in combination with the supporting software. I knew nothing about lasers however 6 months down the road I was able to launch a business. I don't think I could have made it without Xtool.

Jennifer has always been super helpful and have always delivered exceptional service and support.

Still learning my Xtool. But Kathy with Customer Service was amazing help. So far, its been rather easy to use if you are using the correct material settings. Its been fun learning to use.

Extremely helpful and very efficient and effective, they got to the source of the problem. Very understanding towards the situation and very happy to help. They're the backbone of xTool if you ask me, the after sales support team, weather it be hardware or software, the even to the time to figure why my pc (nothing to do with xTool) was struggling to launch their new software xTool studio, which I love by the way, what an upgrade. Thanks to both Ally and Libby I get to enjoy all the new features across both my laptop and desktop! I love xTool and will continue to use there products and team!

Purchased a S1 and it arrived fast and well packaged. Came with a range of sample materials and setup was quite easy.

Printed a pencil box as using the included material and it was a pain less experience. Disappointing that not safety glasses that meet Australian standards are included, but that’s a nitpick.

Unfortunately the second time I went to use the device, it’s broken. I get an Error code M222 S22 and it won’t do anything.

Followed the user guide and raise a ticket but of course support isn’t Australia time. Expensive paper weight atm.

The customer service team at Xtool went above and beyond when my S1 had an issue. The individual I worked with was very communicative, and didn't stop responding until my issue was resolved. I ordered another accessory because of this great experience and can't wait to use it. I will be an Xtool customer for life because of this wonderful experience.

XTool had a new release last night that included a Free accessory if ordered right away. It showed a clock on my phone telling me how much time I had left to order, so I waited. Today when I ordered it told me I was too late. Kathy at XTool went to bat for me and after being told NO several times by her operation team, she was able to get the item for me Free. Thank You Kathy. XTool don't send out things you won't back especially when it's your fault.

I've reached out to Xtool for support on a request with my P2S. I had Liz reach out to me, and she has made the process as smooth as possible, and she's been helpful with clear instructions on my request. Thank you, Liz, for all that you do to help me and for being the best support.

I had a problem with my xtool F1. The customer service did a good job. At the start they were a little slow to response but later a service agent reached me out and fixed the issue quickly.

Great customer service and great products! Very precise laser system. The Creative Space software that they developed is super user friendly and works well.

I had an excellent experience working with xTool. Siri Song was incredibly helpful throughout the decision-making and ordering process — responsive, patient, and knowledgeable. Her support made the entire experience smoother and more confident.

I did run into issues with their financing partner, Clicklease. Unfortunately, they lacked the transparency and communication I needed to feel comfortable using their services. That said, xTool Product Expert Maja went out of her way to try and assist, and I really appreciated her professionalism and effort, even though I chose a different financing route in the end.

Wrote a review for X-Tools down below this experience and then they responded with a glowing we will help you response and we will get this fixed. Do not let that response make you think they have helped me in anyway, because that is not what has happened.

PURCHASED THE M1 ULTRA A FEW MONTHS AGO PROBLEM AFTER PROBLEM.THEY FIVE YOU NO CUSTOMER SERVICE AT ALL. THEY JUST WANT YOUR MONEY AND THEN GO AWAY EVEN IF THEIR MACHINE DOES NOT WORK. THEY MAKE YOU CONTACT THEM THROUGH E-MAIL, WHICH TAKES 24 TO 48 HOURS TO RECEIVE A RESPONSE UNLESS IT IS A WEEKEND THEN IT IS LONGER. THEN THEY SAY WE WILL SEND YOU A NEW CIRCUIT BOARD, WHICH YOU MUST REPLACE YOURSELF AND IT TAKES TWO WEEKS TO RECEIVE. THEN YOU YOURSELF INSTALL THAT CIRCUIT BOARD, WHICH CAUSES MORE ISSUES MAKING THE MACHINE INOPERABLE. SO NOW YOU HAVE A REALLY EXPENSIVE PAPERWEIGHT THAT IS GARBAGE. SO YOU SEE THEIR GLOWING REVIEW THAT THEY RESPONDED WITH IS VERY INCORRECT. PROBLEM NOT SOLVED!!!!!!!!!!!!!MAYBE HERE IS A THOUGHT REFUND THE MONEY FOR THE M1 ULTRA MACHINE OR SEND ME ONE THAT ACTUALLY WORKS AND I WILL SEND THIS PIECE OF GARBAGE BACK TO YOUR COMPANY AND YOU CAN TRY AND FIX IT!!!!!!!!!!!!

Xtool is such a quality company. Anytime I have ever had a question or experienced an issue they are quick to reach out with solutions.Katrina has been extremely helpful with a recent question I had for my new apparel printer. Super quick to respond which I sincerely appreciated. I currently own 4 of their machines because after the first purchase, I knew it was a company I could trust. They are definitely dedicated to innovation with a heavy commitment to their customer satisfaction. Xtool is always listening to customer feedback to make the experience with the Xtool machines the best they can be. Thank you Xtool. I look forward to all the new product innovations you will produce because I’m probably going to buy all of them 😄

Zoey was great! They helped me identify the part I needed to get back up and running. It was reasonably priced, and I got very prompt service! Thank you!!

Really Poor Comms.... You may think because youre buying a £3000 item that there would be some interest from eh seller in keeping you informed. But no, ordered on Friday, no update since, order is just sitting there as confirmed, Ive emailed, called etc and there is no proactivity from xtool, just messages that itll be a few more days. Not exactly a premium experience given the premium price..

I note in the response they are constantly monitoring to ensure it arrives on time despite the fact its already late and they havent specified what on time means..

We have an F1 laser from xTool and now we have the Apparel Printer with Shaker Oven combo in house too. Their support team is always extremely quick to respond. Most questions have been resolved with their first answer, and the documentation shared back is very helpful. Lots of videos, websites, and well written steps to follow. We’re xTool fans!!! Compared to other creative tools we have (pro grade lasers, embroidery, etc.) we are always happy with the cost vs value ROI on the xTool items.

Kathy was absolutely fantastic today at helping direct me in what I needed to do to change my order very patient end explained everything perfectly I didn’t really have to do much as it was taken care for me this customer service is exactly why I’ll always choose XTool

I'm considering purchasing an F2 Ultra and had a lot of questions. Siri Song, from their support team was a fantastic help and answered every single question I had. Thank you!