xtool.com Reviews 

If I could give a zero I would.
Bought the M1 Ultra 20w (£2k) machine with the promise it does everything under the sun for beginners. Tested it out only to find it doesn’t cut CLEAR ACRYLIC or WHITE acrylic. The main purpose I needed it for. So when they advertised it cuts acrylic they missed out the part it only cuts certain acrylics, for beginners this should be highlighted!

I asked to return the item on the 2nd December, got sent the return policy, because I’ve opened the machine, used it and have the accessories I’m going to be charged atleast 30% as a service charge to return it. Ontop of that I have to pay for shipping!! They’re “based in Canada”, (it’s actually a Chinese company with a Canadian front.). Anywho, With all that in mind I still wanted to return as it’s not fit for purpose, sent an email back saying yes I would like to return. I’ve heard nothing since! I’m based in the UK, rang the canadian support desk on the 6th December, she “escalated the return” and I’ve still heard nothing. The return is only valid for 30 days otherwise they don’t take it back, there’s 4 days left from today.

I can’t send anymore emails as “I’ve reached my limit” with their Ai help desk, because there’s an open ticket which no one is responding to at all! They’re not responding to any of my previous emails. £2k down the drain for a machine that doesn’t even do the stuff I needed it for. Get a Cricut, a printer, and a desktop engraver, because that’s what you’re getting, at a much more expensive cost. The response I received whilst being sent the return policy was “we’re sorry you had this experience, unfortunately our m1 ultra machines do not cut clear, only co2 machines have that ability, which is our P2 range”, at £2.5k+ more. There’s better machines out there that are co2 cutters that are much less in price and have better reviews than xtool so save your money and go elsewhere.

I’m selling mine if anyone wants it! Barely used, as they charge you if you’ve used the laser over 50times. This is laughable!

Albrecht helped distinguish between a compatibility issue that the cart was erroneously alerting about for the: xTool Smart Air Assist [Compatible with xTool S1/M1 Ultra]
So, ultimately, I made it a part of my purchase.
Thx.

If I could give 0 stars, I would.
I am extremely disappointed with your customer service—or lack thereof. You are incredibly difficult to contact, and you don’t respond to emails.

I ordered an M1 Ultra Deluxe, over a week ago, and I still haven’t received the entire order. Some items are still in transit, and according to your overview, some haven’t even been packed and prepared yet.

I find it deeply unprofessional that a company of your size cannot manage to ship everything at the same time. If an order is split into multiple shipments, you should at least inform the customer in advance. This is simply unacceptable.

I will not be recommending your company to anyone, as this experience has been far below any acceptable standard.

Siri , the employee, was a great help. Will be purchasing an f1 this evening

I bought an xtool m1 ultra deluxe package and was recommended to buy their air purifier by the xtool sales rep after explaining my needs. Before I received the air purifier the new better model was offered to me by email. I called to make an exchange and was told multiple times I would receive a call back. Still no exchange and I wish I never placed the order.

I recently bought the F1 bundle and it is

Iris was very helpful in finding a solution to the issues I was having. She got the cable that was missing from my order sent out almost right away.
When I couldn't find the info on the xtool care I had purchased for my m1 ultra she made a great effort to find out why & what to do about it. I guess for some reason the Canadian version of xtool isn't set up to display the binding. She reassured me that because xtool knows I purchased it, I'll still get the coverage, I just won't be able to see it on my account.
She always responded to each message in the support ticket within a day & was friendly, explained everything fully & was pleasant to deal with.

Everything was chaotic at first, I ordered the f1 ultra and ups said they delivered it.. however... it did not arrive. All the help xtool gave me was amazing. They reassured me things would be taken care of. Thank you very much for great customer service.

Purchased an F1 Ultra with all the bells and whistles and it worked amazingly well for a couple months. Unfortunately an issue slowly developed with the Galvo unit where at first, the visible blue light laser, would start to randomly dance around before usually settling back to its proper position usually after engraving something. Before the light started to move, it sounded like air was hissing from somewhere. I later discovered after removing the lens, it was the Galvo mirror spasming all on its own. Then one day, the issue presented itself while running a project and it ruined the project as the fiber laser beam jumped erratically and scored the part making it unusable. I reached out to Xtool on the 5th, which was a Saturday and Gabby with their awesome support team got back to me early on the first business day which was the 7th. After a couple message exchanges she determined that I needed a whole new unit and had me send the original one back to them. The new one was shipped out quickly and helped save my small company from losing a customer who had given me a rush engraving job to work on. Their customer service is TOP NOTCH! Not the way I like finding this out but glad I was not disappointed and glad everything worked out thanks to Gabby's quick assessment and actions.
Will definitely purchase my next laser from Xtool as this level of customer service gives me piece of mind.

Was placing an order for a Xtool F1 Deluxe bundle and was having some issues with a code and bonus bundle. Worked with Alberich and he was able to refund me the proper amount and also add the additional materials bundle that was supposed to be included.

The galvo on my Ultra went and Gabby got me back in buisness. Once she determined I needed the machine replaced she sent me the lable and asked me through the process. It took time which was to be expected. Once I recieved my new machine she was able to get my care plan transferred will little issue. Not once did they close my ticket until I was satisfied.

The problems caused by the distribution centre have still not been fully resolved. Sometimes the parcels are addressed to my town, sometimes to another. The bundle that I ordered came on three separate delivery dates over a three week period. The xTool F1 does not connect to Wi-Fi 5ghz because it uses the old 2.4ghz technology, and the usb plug-and-play did not work either because I had to install a driver for it to function. I cannot therefore use my Samsung Tablet as intend due to the lack of compatibility. But, it must be said that, the XCS software interface that receives regular updates, is far easier to use than a famous rival company's software that requires an expensive licence fee.

However, in complete contrast to the poor logistical performance, the support that I received from Lia Zhang was first class. Polite, effective and efficient at all times, a credit to her department. Thank you for your tolerance and patience.

I have purchased the M1, F1 and the S1 lasers and I have always heard that Xtool provides good customer service. That rang true to me when I contacted Xtool about an order. Saraí reached out to me with in 12 hours of me sending an email. Sarai kept me updated throughout the process and was able to correct an item and ship it out within 48 hours of my original email. That's the kind of service that keeps me buying Xtool products. Great job Sarai.

We have a P2 and F1. The F1 was a recent purchase and when it arrived, the laser shield enclosure was scuffed and the button switch was missing. I reached out to customer services and 24 hours later, Terry got in contact and after asking for photos which I supplied, he asked if I wanted to return the F1 or get a replacement shield. Of course, I went for the replacement and it arrived a week later as did the missing button switch. Happy days and I LOVE our machines, they are great pieces of kit.

Gabby was very helpful and resolved my request for supplying the fixing details of our F1 Ultra in a prompt and friendly manner.

I want to thank Gabby and her team for taking the time to arrange a one-on-one Zoom meeting with me to resolve the issues I was having with my new F1 Ultra. I will be using my laser for marking parts that are non-standard in shape, so many of the online videos I had watched were confusing and only problems that seemed endless. The team quickly helped to sort these issues out for me. Now I feel very confident going forward.

The M1 Ultra was my first product at Xtool and first laser engraver. Even before I received the device, I had joined the Facebook Support Group for it where Cheryl has been awesome from the start. She introduced herself as the Support person for the M1 Ultra and has been helping people.

When I received by Desktop Air Purifier without the correct cable, she immediately responded and is sending me a new one.

Though my use of the device has been limited, it has been good and it is great to see the Customer service provided.

Customer service is exceptional. I had a critical failure on my F1 and needed a replacement unit with a looming commission deadline. I contacted Lia Zhang via Messenger and in a very short timeframe she confirmed I would need a replacement unit. She was aware of my deadline and responded with urgency. From the time I reported the issue to new unit in my hands was less than 1 week (and this included a weekend). I’m on track to meet my commission deadline and couldn’t be happier with how personal the response to my issue was.

I was having problems with the red laser on my F1, it was skipping lines randomly throughout my file. I contacted Lia Zhang via messenger. Only took a little while for her to respond to me, then we proceeded to troubleshoot my problem. This was on Friday, August 2. With it being the weekend and the time difference we had this problem diagnosed by Tuesday. She then sent me a return label to ship my laser back to them and began the process of shipping a new one back to me. That's what I call customer service. Hopefully I never have to get in touch with any of the Xtool customer service people again do to machine malfunctions, but if I do I am sure that the next experience will be as pleasant and quick as this one. One a side note, I own a total of 4 different Xtool machines. Thanks Lia, you are a star.

I can't say enough about how friendly and efficiently Ally handles my issue. My F1 IS IMPORTANT to my business and my hobby so having it down was a stress and Ally took care of that stress quickly and easily.

Machines break, electronics fail, that's a part of life, but having GREAT customer service and standing behind your product makes those situations easy to deal with! 100% amazing service XTool!

Thank you! All my future laser purchases will be your products after this experience!