xtool.com Reviews 1,011

I contacted the customer service team listed on the website, as I had purchased one of their machines. I had previously researched which brand was the best in terms of work quality and efficiency. Unfortunately, I have yet to receive the machine; the justification given for the delay was the holidays—a delay of 14 days—and the tracking information shows that the item is still on the other side of the world. The expected delivery date was May 12th, but this did not happen. When I contacted FedEx regarding the delay, they informed me that the company, xTool, had not yet paid the shipping invoice—a statement that directly contradicted what I had been told previously. It is truly incredible how helpless one can feel when there is no effective response, and when you are left waiting for these companies to decide—only *after* payment has been made—to finally provide you with decent service.

It is difficult to find a support team with a company who provides the attentiveness that Xtool support has shown. Several emails were exchanged, each with something helpful and in a very timely manner. I had parts exchanged and necessary information about these parts provided. My issue was resolved as expected.

I purchased an xTool S1 for professional use, but it has been a complete disaster. The machine is defective out of the box, suffering from severe calibration issues that make it impossible to use reliably. It randomly shifts positions, wasting time and expensive materials.

The customer service is even worse than the product. For over a week, they were unreachable. They consistently closed my support tickets without providing any answers or solutions, even sending automated emails asking if my problem was solved when they hadn't even replied. I was forced to open a dispute and invoke my legal right of withdrawal (retractation) under French law just to get a human response.

Even now, they are dragging their feet with redundant questions, causing a massive loss of time and productivity for my business. A brand that claims to be "premium" should not treat its professional customers this way. I have issued an ultimatum and am still waiting for a proper resolution.

Avoid this brand if you rely on your equipment for work. The lack of reliability and professional support is unacceptable.

XTool Online and all of their services are top-notch. Every time I call or email, their team responds quickly and resolves any issues I have with my XTool Pad 100. I absolutely love this product, and even after owning it for over a year, I’m still receiving outstanding support. I’m very glad I made this purchase!

As of today, the company has only sent non-essential parts, while the critical components required to operate the machines remain outstanding. I have not received any updates despite multiple follow-ups, and my repeated requests for a formal support ticket number have been completely ignored.

At this point, it is clear that there is a serious lack of urgency, accountability, and organization in how this issue is being handled. I spent several thousand dollars on these machines, and instead of being able to use them, I am still waiting on basic components that should have been included from the start.

This experience has been extremely frustrating and disappointing. Based on how this has been handled, I have little confidence in the company’s ability to properly support its customers.

I strongly advise anyone considering XTOOL products to proceed with caution, do thorough research, and seriously consider other companies that provide better customer service and follow-through

Marcelino Díaz, if it wasn’t for his/her fast reaction I would have not became a Xtool customer. I am looking forward to being part of the xtool famliy. Very excited for my future.

Steer well clear of this company and it's products, it has been an absolute nightmare for me. Since owning an XTool machine, every time I have done a software/firmware upgrade it causes failures of function for the machine. Their live chat on their website is completely non-functional, whenever you connect to an agent it drops your connection and even if it appears to allow you to reconnect, everything you type goes into the ether, so you have no way of communicating with the agent. This error happens 100% of the time. Their customer service agents that you can reach on the phone don't know anything about the products they are providing service on, so I have had to spend an inordinate amount of time troubleshooting all of the issues with the machine on my own. If I knew the chaos I was in for I would not have purchased any products from this company. I only hope to spare at least one poor soul from the hardship I have endured with this company.

I have been working xtool support for a week now on the issue of gas cylinder/exhaust accessory not installed when they are. You have not provided a resolution other than sending a new gas cylinder which did not fix problem. I then reached out to Facebook xtool P3 group and discovered this is a common problem with no way to fix it. And support has not been any help whatsoever.

So far a mid review. They are not 100% accurate with shipping times and only when I inquire status of my machines , they tell me there is a shortage of the M1 Ultra. No notice on website or when I ordered. Only when I asked for update. My other 2 machines come this week.. or so they say.
I will update my review after I finally get my machines and get them working.

I ordered the S1 package on 3/29. Didn't hear anything from XTool. Emailed twice and submitted a ticket. Didn't hear anything. In the meantime I decided I wanted to SPEND MORE MONEY and get the P2S all in one bundle. CAlled Xtool on 4/8 after not hearing anything since I placed the order on 3/29 to cancel the S1 so I could order the P2S. Was told the S1 wasn't supposed to ship until May so not a problem and I would receive a cancellation email within 12-24 hours. Wake up on 4/9 to an email that the S1 has shipped. Call Xtool and am told if I am not home to refuse delivery from Fed ex then I would incur the fees and return shipping cost. Was told he would escalate to the back office because I was furious that I had emailed and called and was told my order was to ship in May yet I was the one to incur the fees. Never heard from the back office. Stayed home for two days to intercept Fed Ex and was able to refuse delivery only for Fed Ex to come back the next day and try to deliver again but luckily I was here to refuse delivery AGAIN. Gave it a few days for the package to be returned to Xtool. Call so that I can order the P2s and have the balance from the S1 returned package applied to the new order and I waited on hold so long the recording said I had maxed out hold time and disconnected the call. Call back a little later and finally got a person and was told he couldn't help me and that I needed to go to the online chat feature on the website and they could help me transfer the balance and place the new order. So I go to the website only for the online chat to tell me I will receive a notification within 24 of the S1 return being complete and that will tell me when my refund will be issued and I can order the P2S through the website. I asked for a number to contact a manager and that was ignored. I will say the only thing the online chat did follow through on is my request to honor the pricing from when I called on 4/8 because the price had increased by over $300.00. I have never had such a hard time when spending over $5,000 nor such abysmal service. To be honest my entire Xtool experience led me to believe they could care less about their customers because to be fair their product is exceptional and so for that reason there is no need to care what the customer thinks. I will be posting this on social media and Google as well. There is no excuse for the miscommunication and lack of communication at times and then to still have the customer be the one that incurs the repercussion of that poor communication. I should have received some sort of compensation for my poor experience. The price honor was the bare minimum because that is what I would have paid anyway if I had been able to place my order on 4/9 when I should have received the cancellation for the S1 that wasn't supposed to ship until May.

I have a wood crafting business so this is not my first laser purchase but it is my first from Xtool. I think it will be my absolute last!! It shipped late, arrived with missing parts and the customer service response: "sorry, look for an email with order updates." No promised resolution or action to ensure I was satisfied with a resolution. Do not order from Xtool unless you love poor but timely customer service!

Updating with my ticket number as requested: 982349. You still have not sent me 1 of the 2 parts I have been missing for 2 weeks. Your customer service has offered me "$30 credit to my account" for being patient, but I go to use the promo code for a shopping cart with $73, I get an error saying the code can't be used with this order. I have been more than patient but if the missing item does not ship by end-of-day tomorrow, I am starting the refund process for selling an inoperable laser.

Excellent experience with Libby for our xTool F2 Ultra purchase (Order #78KVAV8YE). The machine arrived perfectly and was easy to calibrate. Libby’s support throughout the process was top-notch and professional. We’ve already finished our first test projects and are very impressed!

4 months of messing around with f2 ultra. Never successfully engraved anything.very little help or information. To be honest I wont be buying anymore xtool equipment ill go with gweike instead.

I have the S1 40w with extra heads , the filter package and co2 protection. I had a different brand that failed and caught fire. Xtool has stood behind their product. There were some items missing in shipment, but they quickly sent them. There is a large following and community for this product for a reason.

Unfortunately after several years I cannot recommend the xTool lasers. I'm was not surprised to see them retired the D1 pro, the laser I originally bought, as it is quite frankly an appalling machine. The laser itself is ok however it required far more maintenance and understanding of laser cutters than the average novice would possess.

Although my machine is still in use it has been a frustrating and disappointing experience. The customer support has been lacking, the USB cable provided with the machine was faulty requiring a new one to be sent out which never arrived, the WiFi connection rarely (if ever) works... altogether a very unsatisfactory experience. I wouldn't consider xTool again unforunately.

I bought my xTool F1 laser engraver bundle less than a year ago and at the same time I purchased a new computer to go along with it because my original computer was a piece of junk. I've enjoyed using my xTool until recently when the damn program started crashing. Now I regret buying from this company because you can't call them for tech support, you have to go through the AI bullshit on-line and it doesn't help fix the problem. Prior to this, I've been wanting to upgrade to a more expensive model like the F2 Ultra or a bigger unit but now this makes me want to find another company that offers tech support by real people and not a bullshit program that just keeps giving you the same damn answer that doesn't resolve any issues. Now I have a $2000. paperweight set because it crashes every single time I try to use it.

Nothing but problems multiple updates glitches and a ton of wasted product don’t recommend!!!!!

Review: xTool F2 Ultra UV Laser

I recently purchased the xTool F2 Ultra UV Laser, and overall the machine itself is solid. Build quality is good, setup is easy, and it delivers nice engraving results for the price. My only suggestion would be a slightly more powerful UV source, around 10W would make it even better.

Where it falls short is the software xTool Creative Space. It feels more like a hobbyist tool than a professional solution. There’s no virtual print driver like you get with systems from Epilog Laser or Full Spectrum Laser, so the workflow is slower and more tedious. You have to export designs (e.g., from CorelDRAW), import them, and reassign settings manually.

Overall: great hardware for the price, but the software limits productivity.

Horrible. Prior to the black friday sales of 2025, i would have given them 5 stars. However, this past purchase experience, I made from them to get my business off the ground was horrible. Even though I provided all verification that i have a legal entity and i'm using the purchases i made from them to manufacture products for sale, they told me they don't believe me and refused to reimburse the taxes paid, even though i was promised they would. They made the process to prove i own a business extremely difficult and then refused the exemption, even tough they are required to by law. Additionally I still have not received everything I ordered. I'm so beyond frustrated with xtool, it's not even funny. Don't buy from them. Their customer service is in the toilet.

As requested, here are 2 of the ticket numbers. There are more:
Ticket#762330/xTool M1 Ultra
Ticket#802621/xTool M1 Ultra

____________________________________

Regarding this: We sent you a REV-1220 Pennsylvania Exemption Certificate for you to sign and return, but we haven’t received your response yet. I completed and sent it 3 times to you. if you email me directly, i'll complete and send again to you.

as for this: Our team also replied to ask which specific items you haven’t received, but we haven’t heard back from you either. --- I did respond. I even was forced to open additional ticket numbers. I'm telling you. this experience has been horrible. they kept closing my tickets. telling me to wait to see if things would arrived. they never did. it was one of the bonus packages. Again, email me directly, and i'll respond and provide what i did not received. I'm tired of creating tickets, just to get the run around and have them closed with no resolution. since you have 2 of many ticket numbers, you have my email. please email me directly. I would love to have this fully resolved and increase the star rating here. but i refuse to do that, if you are just going to continue sending me down the same exact path i've been on.

Quick update to all interested: Xtool is still not fixing the issue, despite the response below. Since my last post 2 weeks ago, there has been total radio silence. If they ever decide to correct this, I will update again. There is a lot of money involved, and i'm not getting into the amounts that i've lost due to them not fixing this. Today's date is 4/2/2026.

Oh, I don't even know where to start...
It starts with their model of business. The actual xTool NEVER calls or answers you back. You must deal with the (very nice) crew, based far away from the actual xTool. They answer calls, email you back, and are actually very nice. The problem is that they CAN'T DECIDE ANYTHING. You can talk as much as you want, explain as much as you need-you will never talk to actual xTool, who make decisions. All they answer is-I am sorry, I will send email to xTool. AND THAT'S IT !!! The xTool themselves-terrible. Absolutely NO respect to its customers!!! It started with a lie, xTool approved and promised to ship via expedite shipping, as it took HUGE AMOUNT OF TIME for their sales team(same not related nice guys) to answer the questions (through the emails to the actual xTool via emails)and put a deal together. I am not talking hours, I am talking about weeks!! despite promise to expedite, they shipped regular shipping, which is significantly longer. That was a first red flag. Second red flag was when the shipping hasn't moved 4-5 days, we called the shipping company and xTool. The shipping company answered right away, said that the truck was involved in accident, and it's going to take 3-5 business days to rescue the truck and then few more days to evaluate if the equipment is damaged. Long story short, we are not going to receive the machine in 2-3 weeks. We understand, accidents happen, hope no one is hurt. We called xTool (the same nice guys far away) requested to prepare and send another machine for us, and claim the old machine with the shipping company (the solution provided by the shipping company). NO FRICKiN ANSWER FOR OVER A WEEK!!!!!!! The agents keep saying " our apologies, but we haven't heard anything back from the xTool team" !!! for over a week!!! If they were sending us the new machine-we would of got it by now! We lost two large contracts over this, and paid 4 workers to receive, move and assemble the machine on the day the delivery was promised. As of now, over $11,000 lost somewhere at xTool, we lost two large contracts, paid extra for workers, the frustration is through the roof, have NO IDEA when we are going to receive the machine and WHAT CONDITION it's going to be after the accident, AND STILL NOTHING FROM xTOOL!!!
It's all happening when they need us (the money). You can only imagine what's going to happen when they don't need you, but you need them!!! (for warranty, support etc') Just save few years of your live and avoid this scam!