xtool.com Reviews 

I would like to share my experience with xTool support, especially with Kathy.
My order for the xTool F2 Ultra UV has been a bit of a journey with some ups and downs. As an early-bird customer, I initially felt uncertain when I noticed that later orders seemed to be shipped sooner, which caused some frustration.
However, once I reached out to support, I was positively surprised.
Kathy handled my concerns with great attention, kindness, and patience. She explained the reasons behind the delay clearly and gave me a realistic understanding of the expected shipping timeline.
What impressed me most was her personal approach, reliability, and consistently professional communication. Despite my understandable questions and concerns, she always remained friendly, clear, and very supportive.
In the end, the whole back and forth turned into a positive experience, because I truly felt taken seriously and well supported as a customer.
Thank you to Kathy and the xTool support team for the excellent service!
I am now looking forward to receiving my machine and starting future projects with xTool.

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.

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!

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.

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

I have been using xTool for my business needs for over a year now and they have never let me down. The machines I have, F1 and F1 Ultra, perform flawless for me. Customer service has been amazing. Any time I reach out via Facebook or email I get a quick friendly response and a quick solution.

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.

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!!!!!!!!!!!!

I purchased a brand-new xTool F1 from a private seller on eBay. The machine broke down in about 1 hour of running time. Since more than a month had passed, I couldn’t claim eBay’s return policy. When I contacted xTool support, they refused any repair or replacement, citing that it was purchased from an unauthorized dealer.

Update:
I’d like to share that xTool’s customer service did eventually respond to my concerns. While the initial communication was a bit rocky, their follow-up was prompt and they provided a solid solution to my issue. I was quite skeptical at first, but in the end, their support proved to be genuinely helpful.

Additionally, the larger xTool community has been a great resource for resolving smaller problems it's also reassuring to know there's a network of users willing to help.

I just purchased the M1 Ultra at first everything was going good. Then two weeks later the machine started to have issues and giving me an Error Code: U-Axis Driver exception, which made it impossible to use the machine in any way. I tried all the troubleshooting issues several times on my own and with customer service. Nothing worked to fix the problem I have tried to contact them on Chat, Phone and e-mail on several occasions and all their customer service team can do is have me send them videos of what the machine is doing and send in the work log, which is not working either, so their team can research the problem. I would think you would need the machine to research the issues that the M1 Ultra is having. Videos do not show every aspect of the problems a machine is having .Trying to send customer service these videos and items that they requested has not been an easy process either. They requested that we email the videos, which was impossible since they were so large, than they wanted access to my Google Drive, which I would not allow, then we had to publish them on YouTube and send customer service the "link" for their viewing pleasure. I have spent most of the last five days either on voice calls, phone chats or email correspondences trying to have my X tool M1 Ultra's problems fixed. Now, it is the weekend and customer service are telling me that they will not be able to get to the problem until Monday, then to give it 48 hours from Monday and they hopefully will have an answer? So here I sit with a really expensive machine that does not work and maybe by the end of next week they will have a solution......... I even asked them if I could send it to a service center or if they could send me a machine that works and I would send this one back to them. Oh no they said, it could be easy for you to fix the problem.......... I highly would do my research about how the companies customer service works to fix issues before buying any machine but do not purchase a product from X tools . NO CUSTOMER SERVICE OR EASY SOLUTION TO FIX THE PROBLEM.

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.

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.

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!

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.

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'm so grateful for the service I received for my Xtool M1 Ultra and wanted to thanks sincerely the support team for accompanying me during the all process. Good team support and quick response.

I had an issue with my xTool F1. It started making a terrible screeching noise, the blue light/dot would not come on, and it would not engrave. I contacted support via the support website and received a fast response. After a couple of messages back and forth and some basic troubleshooting, they agreed to replace my F1. They sent a return label, I shipped the defective unit back and they sent a new one quickly.
Overall, a good experience with "Maxton" and "Terry" at xTool support.

I’d like to share my real experience with xTool — especially for anyone considering buying their high-end machines like the F1 Ultra or the AP2 air purifier. I run a small business that relies on precise and reliable equipment, so I invested in what I thought would be a premium setup. What followed was one of the most frustrating and exhausting customer journeys I’ve ever had.

⸻

December 2024 – My brand-new F1 Ultra and AP2 purifier arrived. Right from the start, the laser lid didn’t close properly. I reported the issue immediately.
Their first response? They sent me a replacement laser shield, which I had to install myself. I did that — but the issue remained.
When I followed up, they simply said it was “within spec.” Which is absurd — we’re talking about a high-power laser here.

⸻

Early March 2025 – With the issue still unresolved, I was told I could only get a replacement unit by paying a €1600 deposit. Only once the money was received would a new device be shipped. The other option was to return the faulty unit first, and then wait. So, not only was the machine faulty from day one — I now had to either risk more money or lose more time.

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Early April 2025 – The AP2 air purifier completely shut down. A red triangle warning appeared and the device stopped responding entirely.
I had already cleaned every filter, checked for dust, washed the cyclone tray, and even tested the fan manually — it spun freely. Still, the unit remained unresponsive. Not even Manual Mode worked.

I opened a support ticket, clearly described everything, and attached photos. What did I get?
A generic link to a troubleshooting article and a request for the serial number — which I had already submitted when opening the ticket. These are small details, but they reflect poor case handling and a lack of attention.

After explaining multiple times that the unit could not be tested further because it was fully locked out, they kept asking me to test filters I couldn’t access. Meanwhile, my business was on hold — again.

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And what did they offer as compensation for two malfunctioning units, weeks of lost productivity, hours of unpaid troubleshooting, and all the stress?

An €80 gift card.

Honestly, after everything, it felt like an insult more than a gesture of goodwill.

⸻

Throughout this entire experience, I repeatedly brought up EU Directive 2019/771, which guarantees a full refund or proper replacement at no cost to the customer in case of non-conformity. Not once did they address it. Not a single line. Just silence.

Eventually, after I pushed hard and escalated the situation, they offered four options for F1 Ultra replacement — one of which finally didn’t require a deposit.
But let’s be honest: this still isn’t a fair solution. It’s just the least bad option among a group of bad ones.
The only truly acceptable approach would be for them to ship the replacement unit first, and if needed, have the courier take the faulty one at the same time. How that’s arranged is not my job — it’s theirs. That’s what a real customer-first experience looks like.

⸻

To summarize:
• Two devices with serious issues straight out of the box
• One dismissed as “within spec,” the other completely dead
• Self-repairs expected from the start
• €1600 deposit demanded for a replacement
• Compensation offer that’s borderline insulting
• Legal rights (EU refund law) blatantly ignored
• Poor internal case management and repetitive responses
• A customer support experience that left me feeling alone and powerless

⸻

If you’re considering buying from xTool: don’t.
The products may look sleek, the branding may be polished, but if anything goes wrong, you’ll be chasing answers — and you’ll be doing it alone. This is not a company that stands behind its customers when things get complicated.

I will be sharing this post across all relevant platforms and communities. Not out of anger, but because people deserve to know what happens after the purchase.

XTOOL F1 happy user!
I am obsessed with this machine, I love it so much.
Yes, it has it's limitations, but for the price, you can do sooo many many things with it. And I would recommend buying the slider plate thing so you can engrave/cut bigger surfaces.
10/10 .