xTool UK Anmeldelser 111

So as someone who has lasers and uses them in my job. This might look snazzy, it might be portable. However be very aware if you have fibre broadband you going to have tons of issues. The xtool f1 cannot link to modern broadband. You have to become a tech geek and split your WiFi router. As they work on different settings. Advice I got was to plug it into a non WiFi device. Connection otherwise does not work on mobile devices. Which as I brought this to use a craft fairs really defeats the idea of having it. Strange that my 3 other non xtool lasers do not have this problem. I been advised that could be breaching trading standards and the consumer credit act. Great looking machine but as above what is the point.

Update. The app is totally useless. You manage to sort out a connection, then when you go back later it not working. So have to fo it all again. The time it takes us to get it working we have produced 10 slate coasters, make a box and do 3 tap to review all on our other lasers.
The software is so bad compared to lightburn. Entering your own settings is right pain in the bum. Often we get weak WiFi according to Xtool yet as a business have top notch broadband and as other none of our other lasers have this problem.
A lot of money for a lot of hassle. Go for the pixi it alot better.

Only delivered 1 third of the product, which is very disappointing, ordered a bundle on a third of the packages have arrived, I would have expected the product to arrive together so I have accessories and no laser, i will update this review once received but so far not a good experience at all !!!!

I purchased an xTool F1 Ultra laser machine on Amazon and unfortunately the unit arrived completely faulty — the machine does not power on at all.

I contacted xTool support and initially they acknowledged the issue and said they would process a replacement after the 30-day Amazon return window had passed. I was told this was due to previous cases where customers abused the system by requesting a replacement from xTool and then also claiming a refund through Amazon.

Based on that explanation, I agreed to wait until the 30 days had passed so the replacement could be processed directly with xTool.

However, after the case was escalated to a manager “Cara”, I was then told that because the order number could not be found in their system,( bare in mind that I provided proof of purchase) they would not provide a replacement and that I should deal with the Amazon seller instead.

This is extremely frustrating after following the instructions given by their support team and waiting the full period they requested. The machine is completely non-functional and I rely on it for my small business, especially during busy periods like Mother’s Day.

For a machine costing several thousand pounds (£3,100), I expected much better support from the manufacturer. I still hope xTool will reconsider and help resolve this issue properly and send a replacement as agreed!

Ticket ID: 937207

This is a review about the customer service and separately packaged bundles, not the products. Products are great.
Customer service, absolutely terrible. Live chat, 20 minutes between each response, and got no where with answers to my questions.
WHY are you able to order a "bundle" but not receive a bundle. Offer a package deal and store them at different warehouses? Makes no sense.

BE AWARE, bundle items will not arrive together!

I was experiencing problems with my F1. I got in touch with xtools support and I was responded to very quickly considering. I was told the issue was abnormal and they would send me a new machine after returning my old one. there was a lot of back and forth at the start but I finally spoke to Jennifer who was amazing and she swiftly sorted everything. She kept me aware of what was going on and in the end I sent and received my new machine all in 4 days. All in all I am very happy with the experience.

I had a problem with the fan on my P2 laser cutter. I was lucky enough to get a support assistant called Kyle who was just outstanding. With the help of XTool videos and Kyle’s knowledge and endless patience I was able to replace the main control board (that’s what the problem was in the end) and got my cutter up and running.
I’m not that experienced with circuit boards; I’m a 66 year old retired teacher, but Kyle and XTool made this straightforward.
My laser cutter is one of the best things I ever bought. It gives me so much pleasure and despite XTool being based in Hong Kong, I know I don’t have to worry if anything goes wrong.
Thank you Kyle!

I bought the S1 after using AtomStack for many years and wish I had switched sooner! I had a few questions that were answered quickly, and the team were very helpful. Would definitely recommend!

As a small start up company I bought the xtool m1 ultra with the advertisement that it did all the things I needed it to do. The item arrived promptly and I was initially delighted. But as I gained confidence and tried to use some of the other functions it provides I found that it did not work. I contacted customer care in November whom sent troubleshooting things to try. These didn’t work so contacted again. This is where they became extremely unhelpful. Taking a long time to reply and repeating troubleshooting options that were unsuccessful. I asked for a refund and return as the item was not fit for purpose and it is now mid January with still no solution. Apparently they are waiting for a return label for the last month. My business is failing because they can not sort this quickly and it has cost me thousands of pounds in financial loss between not being able to provide products over my busiest Christmas period and the loss of a machine that doesn’t work properly. I do not recommend xtool as a company. Stay away!

I would defiantly recommend Xtool for you next purchase. I had a USB issue with my F2 and it was sorted bye there tech team over a few days. they took over my computer via Teamviewer and rebuilt my USB connection allowing me to go wifi. Absolutely marvellous. Customer service kept me informed via email every day. Can't fault them. I have just ordered the F2 ULTRA UV and am waiting for it to ship in early January. Well done Xtool

To XTool,

This is a Letter Before Court Action.

I purchased an XTool F1 Ultra on 20 November 2025, with a stated delivery time of 3 days. It has now been over two weeks, and you have failed to deliver the product or provide any credible delivery information. You are in breach of the Consumer Rights Act 2015.

Unless I receive either:
• Full delivery of the item

within 7 days, I will begin a claim against you in the Small Claims Court (Money Claim Online) without further notice. This claim will include:
• The full order amount
• Court fees
• Any associated costs allowed by the court

I hope to resolve this matter without legal proceedings, but I am prepared to continue if necessary.

Regards,

Scammers alert. Don’t buy from this company. I order my machine in nov its been 10 working days they been ignoring me after taking all the money

Completely disappointed by this company. I ordered an apparel printer setup (worth £7,500) and the order was dispatched and received promptly - that’s where the problems began.

We discovered the printer was damaged upon opening the box, which was immediately reported. It took multiple chasing attempts to finally get the item collected and, 10 days later, they tell me it's still not arrived at their warehouse and will not provide a replacement until it does.

I have been left with no option but to cancel the order and am now hundreds of pounds out of pocket after outsourcing the printing to another company.

Commande passée en France auprès de xTool.

Sur leur site officiel, il est clairement indiqué que les commandes quittent l’entrepôt sous 1 à 3 jours ouvrés (et 3 à 5 jours pour les articles volumineux).

J’ai fourni au support : – le lien exact de leur politique d’expédition,
– des captures d’écran de leurs propres conditions.

Malgré cela : aucune réponse écrite, aucun engagement clair, aucun respect des délais annoncés.
Le support est silencieux

À ce stade, je déconseille toute commande sans garanties écrites fermes.
J’actualiserai cet avis dès qu’une réponse officielle et écrite me sera transmise.

Very patient service from Xtool with a rookie engraver

I’d like to be able to review the F2 but it hasn’t arrived. Way overdue now and 4 emails chasing have gone unanswered. Have phoned the UK number twice and both times got disconnected after 10 minutes on hold. Now wondering if I’ve wasted my money on a product that when or if, it arrives will have zero support for any issues.

I have various enquiries made through XTool support (Cheryl). On each occasion my queries were answered fully, actions were done as promised and quickly.
I have bought three machines from XTool and have no complaints at all with regards the service and support from them.

Over the past few weeks the team at xTool have helped me to resolve issues I was experiencing with both my S1 and D1 pro.
Given the geographical and time differences involved their support was nothing less than amazing.
Emails were always replied to promptly with suggestions for solutions and direction towards support videos and where a solution could not be found, prompt arrangement was made for the replacement of parts.
Nothing was ever too much trouble.
My special thanks to both Shirley and Terry who were my main contacts and coordinators of the process.

The support team at xTool are very quick to respond and my issue was resolved very quickly. Which is very satisfying to know that when you need support, it's there for you.

I placed an order with Xtool for over £2,000, and the very next day it was cancelled by DPD as the item had gone missing in transit.

Since then, I have been chasing a refund for over a week and the level of support I’ve received has been extremely poor.

Despite DPD confirming the parcel is missing, Xtool continue to insist that they cannot refund me until the item is returned – which is impossible given that DPD have lost the product. I’ve provided the tracking number, yet Xtool have shown no initiative to investigate this with the courier themselves.

Instead, I’ve been repeatedly told that my case has to be reported to their “Back Office in China,” with no timescale or accountability. This has left me completely out of pocket and without any resolution.

For a company of this size, handling customers’ money in this way is completely unacceptable. If this is not resolved immediately, I will have no choice but to escalate this further and pursue legal action.

Really disappointing service – I would strongly caution others before placing an order.

Excellent customer service. I was able to resolve a problem with a faulty X axis sensor on my M1 laser very quickly. Xtool Customer Services ordered the necessary replacement parts for me and they arrived within 4 days and at very reasonable price.