xtool.com Reviews 

⭐⭐⭐⭐⭐ Outstanding Customer Service from Cheryl and the xTool Team

I recently experienced an issue with my xTool F2 Ultra that could have caused a significant disruption to my business. From the very beginning, Cheryl provided exceptional customer service and handled the situation professionally, promptly, and with genuine concern for getting us back up and running as quickly as possible.

Communication was clear throughout the entire process, and Cheryl stayed on top of every detail, ensuring that a replacement machine was arranged without unnecessary delays. She understood the urgency of the situation and worked hard to help minimize our downtime.

As a small business owner, having equipment out of service can be stressful, but Cheryl's responsiveness and dedication made a difficult situation much easier to manage. It's rare to find customer support that combines professionalism, efficiency, and genuine care for the customer, but Cheryl delivered all three.

Thank you, Cheryl, and thank you to the xTool team for standing behind your products and supporting your customers when it matters most. I truly appreciate the excellent service and would not hesitate to recommend xTool to others.

— Joe Gronda, The Northpole Workshop, LLC

I own 3 XTool Lasers, the S1 20W, the P2S and F2 Ultra UV and I love them. I added the P2S because I couldn't keep up with the orders with just the S1. The F2 Ultra UV was for us to greatly expand our product base with crystal engraving.
I soon will also be adding the Wonder Press to our line up.
Customer service is good, over seas so it takes a bit.
Im an Xtool girl all the way.

Update: The Xtool team reached out and confirmed that the first representative provided incorrect information. They honored the price match for me, so everything has been resolved. Thank you!

I bought the xTool F2 (ORDER 437254) and like the product, but their Price Guarantee policy is disappointing. The machine was listed for less on xTool's official Amazon store than on their website, where I purchased it. When I submitted a price match request, they told me they only match prices from their website, not from their own Amazon store.

A price guarantee that doesn't apply across a company's own sales channels doesn't make much sense. Good product, but the policy feels misleading.

Delivered in pieces over 15 days. Could not figure out what I had. Also, Instructions of use of M1 Ultra are non existent especially when it comes to connecting high end XTool Air Purifier. I have been working on the connection for weeks and can only find hearsay instructions from users in Reddit.

I have a student led business at the high school where I teach. These machines I have have been super valuable! We have the P2s and the F2 Ultra. I'm still learning how to use the F2 but the p2 has been wonderful!

I love my XTool F2 Ultra, but XTool really missed the mark by forcing the use of their software, exclusively on us. I can’t fathom the reason for not letting us use lightburn. It would make their machines much more attractive to the masses.

Although I was disappointed that the IR laser in my X-tool F2 quit working, Jessie and the X tool team quickly found the issue and decided to send me a brand new machine. They were very responsive, respectful to work with.

I honestly couldn’t be happier with my experience with xTool. The quality of the machines, software, and overall ecosystem has completely changed what I’m able to create for my business, Graftech Designs.

The precision and detail I’m getting from the F2 Ultra UV is incredible — especially on crystal engraving work where clarity and consistency matter. The machine has allowed me to create personalized keepsakes that genuinely impress customers. From UV printing to engraving, the versatility is outstanding.

What really stands out is how approachable the platform is while still being powerful enough for advanced users. XCS and Cockpit make it possible to go from idea to finished product quickly, and the workflow keeps getting better as I learn more.

I also appreciate that xTool continues innovating instead of standing still. Between the hardware lineup, accessories, and software improvements, it feels like they actually understand makers and small business owners.

As someone running a growing custom design and engraving business, investing in xTool equipment has absolutely been worth it. It’s helped me turn ideas into real products and elevated the quality of everything I produce.

Highly recommended for creators, small businesses, and anyone serious about engraving, UV printing, or custom fabrication.

Bought an M1 Ultra in January. Everything worked great and I was really impressed. In the last month or so, xtool pushed a firmware update that broke the link between the mobile app and the computer software, which was the ONLY way to transfer a background image to the computer software. After digging deep, I finally found a solution and backed out the firmware update. After that, I could only get the image to transfer randomly. In an effort to fix the issue, I deleted the mobile app with the intention of trying to get a clean start. Turns out, they no longer support the mobile software and it isn't even available in the app store. After contacting support, I was basically told there was no work around for getting background images other than importing a a file, which would not give you the ability to align work. Considering a lot of what I do relies on the ability to line things up, this is pretty ridiculous. This makes the device so much less functional. It is all either incredibly poor design and planning or a complete lack of concern for user experience.

It works great/when it actually works. The down time that the machine has definitely causes headaches. I ordered an F1 ultra. About every month it decides to disconnect from my mac for at least 2 weeks. Good luck getting ahold of tech support. All I get are emails asking if it has mysteriously started working again. God forbid they actually do their job and help someone. So much for user friendly.

I changed my review, because we finally found a solution. They sent me 2 machines with the same default, but I finally use my PayPal to ask for a total refund.
So they refunded me after the products return.
The people who take care of my ticket at the end were perfect, so I give them 4 stars.

I can forgot how they act at the beginning and close my tickets without any answers. Is the reason why I decided to conserve my former review, because it's totally true and it was ashame.

Thanks for the team members of xtool who help me.

And just for information I finally bought another xtool machine "F1 ultra" that I bought used ( this one work perfectly) and they made a gesture for some accessories to apologize. Thanks for that

Original review:
I purchased a 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.

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.

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 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.

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.

I bought an xTool F2. It is an amazing machine! I used it for about a week, but I found it wasn't a strong enough laser to cut as deep as I needed. I contacted xTool customer service to make sure I was using it properly. They were very helpful, but it turned out I bought the wrong laser. I discussed what my return options were for the F2 to purchase the F2 Ultra, which is about 4x the cost. xTool Customer Support told me I had a window of time to do a return but that there was a restocking fee and I'd have to pay to ship it back. But, if I bought the X2 Ultra first and send them the order number, they would do a full refund and pay to ship it back! I ordered the F2 Ultra and had a full refund within a few days!! The F2 Ultra is even more amazing!!

If your products are genuinely good, you do not need to rely on cheap, deceptive marketing tricks to drive traffic. xTool is currently running aggressive YouTube ad campaigns with the explicit, clickbait title "Win the xTool New F2 Now". However, this is a complete sham. As soon as you click the advertisement, you are simply dumped onto their standard e-commerce page where you are expected to pay over €1,200 for the machine.

There is absolutely no mention of a giveaway, entry form, contest terms, or a raffle anywhere in the video itself (/FAkFqxBQs8Q) or on the landing page. This is a textbook 'bait-and-switch' tactic designed purely to lure consumers to their webshop under false pretenses.

Not only is this highly unethical, but it also actively violates established advertising standards and consumer laws. Specifically, this ad breaches the Google Ads 'Misrepresentation' policy regarding 'Unavailable Offers', as the promised giveaway literally does not exist. Furthermore, operating within the EU, this tactic violates the EU Unfair Commercial Practices Directive (UCPD) - Article 6, which explicitly prohibits misleading actions and bait advertising that deceives consumers about the existence of a specific price advantage or free offer.

If a brand resorts to blatantly lying to potential customers just to score a few extra clicks and inflate their website traffic, how can we possibly trust their warranty, product safety, or customer service when a machine actually breaks? A company selling high-end, potentially dangerous laser equipment should operate with the utmost transparency and integrity. I strongly advise potential buyers to be cautious and not fall for these fake giveaways.

For reference to any platform moderators or consumer protection agencies reading this, the deceptive ad in question has the following details:
- Google Ads Report ID: 6697356011348094617
- Ad/Listing Link: CgBL-queoaYC7KcrVjLsPj7LtuQLFm_OZhQHo2tiXqRVkEAEgAGCRzJaFgBiCARdjYS1wdWItNjIxOTgxMTc0NzA0OTM3MaAB3-rX5yioAwTIAwqqBNIBT9Ak9LjqtNf19wK3MzAx3lmxOGCZ5gK9g8JU7brJojnnAWThZ7j_tMFrteUoRfI-AVog4J8xARcsYaAE_aj_PTWbG5YP5qTRHFI8CJUL5xEsmmR_D7kfmxBD6R0AbxO7Ypv2MsDRKV60DouzKUv3NXH5ckWW0-yx0wN_6K_9HEhdu4_XJPcUMOtbwDvz9n3vc1p2YEj4YwluCjRLMM1Jybqypj0MeP5WWBvri7Jy1GLYujtLAWcfV_wWlT8x27RArRgwLBgwBtueFRDc91GTIeMAiAWc2_SyVpIFCggTaAF4v67M3gOgBqEB2AYCgAffoqjHA4gHAZAHApgHAqgH8sCxAqgH8rSxAqgHuMSxAqgH4baxAqgHpc-xAqgH552xAqgH6J2xAqgH77WxAqgH8LWxAqgH-dOxAqgHqeCxAqgHhAioB6bUsQKoB6jSG6gHtgeoB7HcG6gHyJ-xAqgH5pqxAqgH-L-xAqgHsJuxAqgHrrGxAqgH5ryxAqgHyrqxAqgH_bKxAqgH97ixAqgH-LixAqgHyM-xAqgHyc-xAqgHzcexAqgH8dGxAqgH_NWxAqgH-9WxAqgHjNaxAqgHi9axAqgHndexAqgH9JmxAqgH-L-xAqgHndSxAqgHgcYbqAf8r7ECqAfj2RuSCAtGQWtGcXhCUXM4UagIAbAIDNIIOAiEwIDQBBACGFoyCKHGgI6AgKAIOhLC0ICAgICECIDAgICgwICAAjpI2aDSNVAUWID_z8fYh5MDyAkXyAmPAcgJwgG6C2sIAhAFGAQgBygBMBlABUgAUAFYZGAAaABwAYgBAJgBAaIBNwoiCAEgAigC2rgEGDIWOhQKEigwSM6fvIfgCpgXrIzmJZgZAPgBAYgCBKgCBbICBAgDEAHAAgLYAQGAAgGIAgW6AwV2aW

If I could give zero I would definitely need to make sure you know what you want my wife mistakenly purchased a f2 ultra for our Anniversary because I own xtool machines thinking she was getting me a f1 ultra bundle we call the very next day they made it seem like the exchange was going to be easy once the f2 got here everything they said changed from they were going to give me a return ticket to I need to return it myself so basically they made it feel comfortable till the machine was here didn’t even care that i didn’t want a refund I wanted an exchange