xtool.com Reviews 1,011

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!

What made the experience great was the fact that the response time for my under warranty xtool laser system was outstanding. As stated in their auto reply when placing a ticket for troubleshooting, they got back to me within 1 day and having listened to the info I provided and looking a the image I supplied outlined an immediate course of action to begin to try to find out the root cause of the problem. In my case the issue was a less powerful beam on my F1 Ultra suddenly after just a few cuts after the laser had been sitting for a couple of months. The issue however was resolved by me, but because of the information that xtool had provided, it had me on the path to check some simple things, and that ended up being the upper lens had become clouded from some dust from a previous job, and the laser had lost effective power. After cleaning this with alcohol and surrounding areas, the laser was back at full power and I could proceed to work. I appreciate their quick response, and I have no doubt that we would have ended up at the same place in resolving this if I had needed to proceed with their assistance, but just that little memory jog help me get back up and running quickly. Kudos to xtool for being there and quick to be ready to respond and help with issues that pop up even if the user is in error.

When I looked at many laser engravers I checked the reviews about customer support. So many reviews mentioned bad customer service and the company's software wasn't usable. I choose xTool because people said that the XCS software was great and it could also run Lightburn. The other thing I noticed was the number of tutorial videos for xtool machines. I purchased their F2Ultra ultimate bundle. I made the best decision because I did need help and the support was amazing. I see others complain about something going wrong and I ask them have you sent support an email? The majority said not yet. Every email question I sent was responded to within a day. I am very happy that I chose xTool. Thank you Shirley for all your help. I will buy from Xtool again.

I was interested in ordering a laser, but there was a problem with their website. I started chatting, and they did not seem to understand until I uploaded screenshots of the problem. Hanna said there was nothing she could do (so I could not place an order) and that she would have to contact the website department. She said she would get back with me in one business day, and I got a Ticket ID of 623449.

Fast-forward four days and there is no reply on the chat, no reply in email, follow-up emails are unanswered, chat support "can't assist me" because the person who was helping me is off today. All they can do is send her a message (which I already did).

I was looking at purchasing a refurbished unit and now the entire refurbished section is gone off the website, so even if she gets back to me, I can not purchase what I was looking for as it no longer exists. Makes me wonder is that was the intention, maybe they needed the refurbished units to replace warranty units or something so they thought they could just make me purchase a new one? Maybe they get higher commissions off new sales?

If this is how they treat people trying to give them money, I am not sure I want to find out how they treat people after they have their money already.

I will write a thoughtful essay about the importance of xTool innovation in the creative industries!
Without getting into any specific detail regarding the shipping dates and etc.. I’d like to talk about the way xTool has consistently been a proactive partner in efficiently solving a wide range of customer service issues quickly and to my betterment. You helped me figure out serious problems with F1-Ultra and updated my software and making sure I was taken care of.
What I personally see as important in this kind of symbiotic partnership to stay sustainable, over the long term growth of my vision and methods I count on.. invest in!!
So what I am saying is that for all these things to work and stay healthy, i need accountability. We all do! It’s the key to everything in business. So xTool has been 100% accountable and has actively engaged with me to solve real issues that affect my life profoundly!
I want to add that through your creative innovation, you’ve made it possible for me and many other full time creative professionals to enter the DTF world and the engraving and metal working world! I am seeing that you have a F2 Ultra with a MOPA!! Omg!!! Awesome! The New CNC metal cutter system is incredible too!!
This is the stuff we need!!!
You are really improving the way I work and my whole life has changed since I discovered what I can achieve with your high end solutions!!
The point is this.. you opened doors for me that were locked till now! That is a profound gift you have given all of us dedicated craftsmen!
To me it’s a big deal!! It’s my dreams manifest to artifacts that will tell the story of my life long after my life on earth is over!

Very responsive and helpful! Customer service is AMAZING!

My F1 Ultra, the laser beam was off center, big deal, except when using the conveyor or the curved surface settings with jigs built for the center of the workspace. It took a few messages to convince them that this was a problem, sent the machine back, when it returned it still wasn't right, they replaced the machine with a new one and it is perfect.

Xtool truly provide incredible products and unrivalled service. Their support is second to none and problems get resolved swiftly and professionally. Just brilliant.

Still have not received my order after two weeks. XTool is unable to resolve this issue evidently. I have called, emailed, messaged numerous times. I have called Fedex five times. This is absolutely ridiculous. This company has the WORST customer service of all time.

The cutter has been missing for ten days. They have not sent one out. Instead, XTool feels that it is okay to hold up my small business needs by not sending a new one out right away. Perhaps if the packaging didn’t outwardly display what the item was, it would not have gone missing.

After my motherboard for my S1 went dead, I was dreading the customer service after reading the reviews for a replacement. We'll let me just call a spade a spade. This honestly was one of the easiest returns I have every done, Ms. Shirley was amazing to work with very professional at her job. Other competitors of Xtool that I know who have other lasers are considering the change to Xtool due to the quick response and turn around time.
Xtool i highly recommend. I also recommend getting the Xcare it's worth the money.
Semper Fidelis
Dom C

Well it seems xtool can’t be trusted in what they state on their website or chat, I purchased a F1 on the basis it would ship with in 1 day but the order has not even been processed, I expect this day and age for a company to do what is advertised on their web site at time of purchase. So 1 star for trust. I just thought it was Time to update my review. After receiving my F1 after 3 days (which is better than most companies), and on reflection, the issue I had was not appreciating the time scales of when I ordered the product to when it was processed. All orders are processed in China and shipped from the UK, and you have to allow at least one day for this it was shipped very quickly. The customer service was 10 out of 10, they responded online query and my review promptly and professionally with detail, and I've also received a follow-up today to see if everything is ok so again Well done Xtool for great customer service, And the F1 is just Brilliant well made, easy to use, Software is perfect for begginers. I've upgraded my review to 5 stars due to the quality of the machine and Xtool's customer service. Would i buy from Xtool again Yes, I would without a second thought In fact my next purchases are planned.

I am pleased with the product - S1 - as an entry into the laser world. I was happily learning and ran into a small glitch. I reached out to customer support and received help within 24 hours. They followed up to make sure the issue was solved. I would recommend their product to anyone wanting to get into the laser field and their support is also first class...

I could not be happier with my choice of purchasing an XTool P2S. The machine is impressive as was the bundle of accessories. (I purchased the all-in-one bundle) Sometimes you can get a great product followed by lousy customer service. But not with Xtool. I am really impressed with the customer service. I've contacted them three times with questions and three times I have heard back almost immediately and was given great advice, lots of resources and it was all with a kind and helpful tone. I really felt like they cared about helping me and that doesn't happen often. Looking forward to building a strong relationship with this company and will definitely purchase from them again.

Just a good time fabricating all kinds of stuff. Solid builds and customer service, every issue I had was user error or pushing the limits of the machine.
My basic machine punches well above it's weight for the price point and you can see the company's attention to detail in putting together a capable product. Specific to my machine, the in-built homing isn't particularly accurate in one dimension but the precision of the laser's output is second to none; again, a very acceptable compromise given the price point.
D1 pro 40w & 10w with extension kit, rotatory engraver, air assist and a bunch of aftermarket including extractor and ancillaries. Used in a light industrial workshop including the manufacturing of boats.