xTool EU Anmeldelser 111

Exceptional Support and Professionalism – xTool Really Cares!
I want to share my experience with xTool's customer support, which has been nothing short of amazing. I initially purchased a refurbished machine that unfortunately arrived with some issues and wasn't working correctly.
Despite the initial setback, the support team handled the situation with incredible professionalism:
Replacement: They replaced the faulty unit with another one that is indistinguishable from a brand-new product.
Refund: Since there was a price drop on the website during this time, they proactively refunded a significant portion of my purchase price to match the discount.
Extra Bonus: To top it off, they provided me with a €50 discount voucher for my next purchase.
The service was extremely attentive and fair. Even with the time zone differences, every single question and issue I had was resolved. My advice to anyone facing an issue is to just be patient—the team is reliable and will make things right. It’s rare to see this level of customer care these days!
I highly recommend them!

xTool machines are designed to be user-friendly, but at the same time they are highly advanced and really push the limits of what is technically possible in this segment. When you operate at the forefront of technology, it is almost inevitable that challenges can arise.

What truly stands out with xTool is how they handle those situations. They clearly understand this themselves and have invested heavily in building one of the best support teams on the market, backed by fair and generous policies that give customers confidence.

In my case, I was supported by Cara from the xTool support team, and I can honestly say it was one of the best support experiences I have ever had. Her patience, professionalism, and structured approach made a complex situation much easier to handle and ultimately led to a good resolution. 😊👌

If you are considering xTool, you are not only getting an advanced machine, but also a company that stands behind its products and takes customer support seriously.

I purchased xtool a30 m v2 and i asked before paying if it covers my car jeep renegade 2018 and they assured me that it does .When i received i discovered that it did not. I asked to return it and they started assuring me that soon there will be an update with my car. I bought it October 2025 and up to date nothing happened. They even stopped replying to my emails. Be careful to get guaranties before you buy

Très mauvaise expérience avec XTool.
Machine achetée il y a environ un an et déjà en panne.
Depuis un mois, j’attends une pièce de remplacement via le service après-vente. Malgré plusieurs relances, personne n’est capable de me donner un délai précis, la seule réponse étant que la pièce doit venir de Chine.
Pendant ce temps, la machine est inutilisable.
Pour un équipement vendu à ce prix et souvent présenté comme adapté à un usage sérieux ou professionnel, laisser un client bloqué pendant des semaines sans visibilité est totalement inacceptable.
Le service client répond, mais les réponses restent vagues et n’apportent aucune solution concrète. On a surtout l’impression qu’on fait patienter le client sans réel suivi.
Je laisse cet avis publiquement dans l’espoir d’obtenir enfin une réponse claire du SAV XTool sur la date d’envoi de la pièce pour que je puisse moi-même faire la réparation.
À ce stade, je ne peux absolument pas recommander cette marque, surtout au vu de la gestion du service après-vente.

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

I recently purchased an xTool laser, and although the machine ultimately wasn't the perfect fit for my very specific needs, I am incredibly impressed with the quality of the device itself and, more importantly, the company's service.
​The build quality of the xTool is top-notch—it is clearly a professional-grade machine that performs beautifully. What truly sets them apart, however, is their customer service. We encountered some challenges, but the support team handled everything with extreme professionalism and fairness.
​I would especially like to thank Yana for her outstanding help; she was incredibly patient and made sure everything was resolved perfectly.
​It’s rare to find a company that stands behind its products and its customers like this. Even though I’m moving in a different direction for my specific project, I can highly recommend xTool to anyone looking for a great laser and a company you can trust. Five stars for the support team!

I purchased the xTool P3 CO₂ for professional workshop use.
Although the refund was ultimately processed, the information regarding the machine’s real-world cutting capabilities was not sufficiently clear.
This resulted in tangible losses, including time, operational effort, and direct financial costs due to purchasing additional materials, conducting repeated tests, and preparing the workspace based on expectations that were not met in practice. These losses could have been avoided if the product specifications had been presented with greater accuracy and transparency from the beginning.
On the positive side, after continued follow-up, the return was processed and the full refund was issued via Klarna, which I appreciate. However, I believe the technical performance details should be communicated more precisely to prevent other customers from experiencing similar situations.
(ID: 858672)

Thank you for your response.
At the time of my purchase, the promotional materials referenced “20mm wood” without clearly distinguishing between basswood and MDF. This created a reasonable expectation that MDF cutting performance would be comparable. This distinction was not sufficiently emphasized, which was also acknowledged in our previous communication, where it was mentioned that the information provided was not detailed enough to avoid potential misunderstandings.
It appears that the product information is now presented more clearly, which is positive. My intention in clarifying this point is to emphasize the importance of transparent and precise material-specific specifications, especially for professional buyers making investment decisions based on those details

I was frustrated by what I believed was a bug in the xTool Studio software.
The dimensions of SVG files changed after importing them into XTool Studio.
This is very annoying when you laser-cut items that have to click perfectly together.
It took the technical support team a while to understand what my problem really was.
Shirley of the xTool support team took the matter to heart and even arranged an online meeting with a software developer to ensure the topic was fully understood.
Within 24 hours, I received a beta version of the updated software to check if my problem was gone – and it was.
Great job, thanks.

I have bought 3 machines from xtool(M1 ultra, F1, F2) and everything works as is supposed to work, zero problems till now. I also have a very good experience with the support. I had 5-6 problems(caused by me) and we solved them easily. Thanks Jennifer for the support.

I can just say that Jennifer makes all the efforts to fix my problem in the best way possible. Fast & proactive solutions. Thanks for your time and help.

I bought a refurbished machine, which was actually delivered a week late. Several accessories were missing from the machine. At first, I found the communication with Xtool frustrating, as they kept asking for proof that certain items hadn’t been delivered; but how can you prove you didn’t receive something? Certainly not with photos of items that were never sent. Eventually, my complaint was forwarded to Jennifer, and from that moment the service sped up considerably. Jennifer managed to resolve the issue in a short time and communicated very well throughout the process. All in all, a difficult start but in the end a satisfied customer. Now it’s time to start production and see how the machine holds up!

I purchased an XTool M1 and have experienced problems from day one.
Within the first two weeks, multiple components failed and had to be replaced. Now the machine has developed a major fault where the laser no longer cuts in alignment with the software layout. This issue makes the machine effectively unusable and not fit for purpose.

Despite the product being brand new, XTool expects us to cover the cost of returning the faulty machine, as well as pay an excessive “holding” fee until they receive it back. This is unreasonable and inconsistent with consumer law, which clearly states that customers are not responsible for return costs when a product is defective.

While their customer service is adequate for minor issues, the support provided for serious faults—such as the laser misalignment—has been disappointing. Their requirements for us to obtain a working replacement are unfair and place the burden on the customer rather than the manufacturer.

Overall, the machine quality and after‑sales support have not met expectations, and I cannot recommend the XTool based on this experience.

We want to make our experience with xTool public, because it shows how badly they treat paying customers.
We bought the M1 Ultra two months ago. From day one it was faulty — multiple components failed, meaning we could never use the product in full capacity. Each time we reported issues, the company admitted the faults but dragged their feet. Weeks of delays, poor support, and now the main machine itself is defective.
Instead of resolving this, they’ve demanded we pay €750 as a deposit before they’ll send a replacement. They’ve also told us that we must pay to ship and pack the faulty unit ourselves. Both demands are not legal under EU consumer law, which requires repairs, replacements, or refunds to be provided free of charge and without undue delay.
We’ve been patient for two months, but the product has never been usable. EU law is clear: the seller must bear all costs and act promptly. Yet we're being stalled, burdened, and treated as if we're at fault.
Influencers may get free machines and only show the sunshine, but real customers like us are left with broken products, endless hassle, and unlawful demands.
Transparency matters. If you’re considering buying from xTool, know how they treat genuine customers when things go wrong. Very disappointed in xTool.

Update: I posted in the M1 Ultra Facebook page. It was getting so much traction that they deleted the post. VERY, VERY indicative. It speaks volumes about their lack of care for the customer. STAY AWAY!

Update No.2: Looks like xTool are suppressing our posts so no-one can see our story. What more proof do you need to avoid them?!

Update No.3: xTools reply below is typical of their use of AI, lots of platitudes and NO action. A charge back is the only option at this stage as well as spreading the word. It seems that they don't want to comply with EU consumer law but I will be filing a complaint with the relevant EU authorities.

Update No. 4: xTool ONLY started to move once a chargeback was initiated. TOO LATE. These guys string you out and try to do ANYTHING to avoid replacing faulty machines. They want YOU to pay for their shipping costs. Totally against EU laws. AVOID LIKE THE PLAGUE.

Update No.5: xTool tried every trick in the book to wriggle out of the refund. I WON. Mastercard upheld the chargeback. I now have a FULL refund AND two machines. All because xTool refused to replace a faulty unit. NEVER BUY XTOOL!

Something is not right with the XToo! store in France!

And why would the verification code come in the spam folder..

UPS wanted to charge me tariff on a tool coming from France which is part of the EU.

Besides, XTool store in France seem to have issues with numbers and bills.

The XTool store in France is connected to AliExpress. I bought it over the AliExpress site.

Great products, but even better customer service. After contacting xtool regarding delayed delivery of a (for by business critical) order they immediately took action and made sure my experience was optimal.

Thanks Cara for your quick response! I know where to look for additional laser machines

My experience with the XTool company is all in all good, some difficulties with the machinery but the assistance, especially in the person of Katrina, was fundamental to solve some problems.

Thank you

Sono molto meravigliato ( positivamente) per la loro disponibilità e gentilezza e soprattutto la professionalità. Un azienda seria e con qualità medio alte.

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.

My two cents on xTool and the shipping concerns/delays. I made a purchase on Friday 7th of November 2025 and I had to use SEPA bank transfer because of online payment limits on my card. In general SEPA payments are instant / same day, so I expected prompt acknowledgement on their portal (reading the information available .. 1-3 days for linking payments and orders based on notes from the bank transfer). I was a bit worried of mistake on my part and opened ticket asking for payment confirmation ... I was kind of concerned I had to wait month for shipment (based on reviews and comments) and my fear was that they will delay at every step, but on the third day my order got acknowledged and the shipment process started. Six days later I got the machine and two mystery box packages, which for DHL shipment to my country is kind of perfect. So in conclusion ... xTool support is doing its job and are professionals, the purchase process and shipment can be improved, but are OK at the current state (linking SEPA payments and orders). Shipment is fast and most of all, product and software quality are at impressive high levels and polish.

The jil was awsome she work great she understand my issue and resolve in just 20 mints keep it up