xtool.com (xtool.com) has a 3.9 out of 5 rating on OK.one, based on 63 user reviews collected here. It is listed under Hobbies & Crafts and its reputation is mixed. 21% of reviews are 1 star, a relatively high share; The business has replied to 87% of negative reviews. Last updated 2026-08-10.
What people say
K
Kenneth Graham · 5 reviews · Experienced 2026-06-29 ·
★★★★★
XTOOL PROVIDED WORLD CLASS CUSTOMER SERVICE!
Tonight I had an amazing customer service experience with Ian from XTOOL. After getting through the first level of AI customer service, which is actually a fascinating experience in itself, I was routed to the first level of human customer service. Since I am an XTOOL owner (XTOOL F2 and M2) and plan to keep upgrading, I had some very important questions for them. I was routed to Ian and he answered EVERY QUESTION I had. I wanted to know specifically if I could purchase a 10W module for my M2 since I have the 20W one. Ian did some research and got back to me within a few minutes and being the WORLD CLASS CUSTOMER SERVICE PROFESSIONAL that he is, found a way to get me a 10W XTOOL module for my M2.
The transaction was seamless. I was emailed an invoice and I completed it with Ian on the "line" so to speak. Since I purchase DIRECT from XTOOL I had enough in a gift card to lower the expected purchase of $234.000 to $178.00! That alone is why you want to purchase DIRECT from XTOOL. because the more you purchase, the more credits you can obtain.
I am DELIGHTED in my experience and will continue to promote and to EVANGELIZE XTOOL technology with my background which is Systems Engineering and Teaching.
Thank you IAN! I could not have done it without you. You are a true SOLUTION PROVIDER!
-Ken Graham
Alberton, Montana
KEN-TECH INDUSTRIES and KWG LASER
W
Wyatt · 1 review · Experienced 2026-06-30 ·
★★★★★
1 Star – Premium Product Price, Disappointing Customer Support
1 Star – Premium Product Price, Disappointing Customer Support
I made a significant investment in an xTool F2 Ultra with the conveyor system for my business. Like many small business owners, I took money out of my savings because I believed I was purchasing a premium machine backed by reliable customer support.
Unfortunately, shortly after receiving the machine, the IR (fiber) laser failed. It worked for approximately five minutes while I was testing it on a piece of rusted metal. Halfway through the engraving, it suddenly stopped working and has not functioned since. The diode laser still operates, but the IR laser—which was one of the primary reasons I purchased this machine—is unusable.
As a result, I now have customer orders that I cannot fulfill. Every day this issue remains unresolved affects my business, my income, and my reputation with my customers.
Since discovering the problem, I have spoken with four different customer service representatives. Every conversation has ended the same way: “We’ll follow up.” I have repeatedly asked to speak with someone who has the authority to make a decision or resolve the issue immediately, but each representative has told me they have to forward my case to someone else and that I will be contacted later.
For a company selling machines that cost thousands of dollars, this level of customer support is extremely disappointing. I understand that defects can happen with any manufacturer. What matters is how the company responds when they do. Instead of receiving immediate assistance or being connected with someone empowered to resolve the issue, I have experienced repeated delays and handoffs.
One of the most frustrating aspects has been not being able to speak directly with a decision-maker. When your business depends on equipment like this, “we’ll follow up” is not a solution.
Support Ticket ID: 1089025
If anyone from xTool is reading this, I am asking that my case be reviewed and resolved as soon as possible. I invested thousands of dollars in this machine because I believed it would be a reliable tool for my business. Right now, I have customer orders I cannot complete because the IR laser failed almost immediately after I received it. I would greatly appreciate a prompt resolution so I can get my business back up and running.
Based on my experience so far, I cannot recommend purchasing from xTool if dependable after-sale customer support is important to you. I genuinely hope they improve their support process because no business owner who invests this much money should be left waiting while their business is put on hold.
Reply from xtool.com2026-07-03
Dear Wyatt,
Thank you for sharing your experience, and we are truly sorry for the frustration this situation has caused you.
We have reviewed your case (Ticket #1089025). Our U.S. support engineer, Aakash, has personally replied to you today with an update. He is arranging on‑site support and has asked for your order number and shipping address to move forward.
Please check your email for his message and reply with the requested information. We are committed to resolving this for you as quickly as possible.
We appreciate your patience and the opportunity to make this right.
D
David Davis · 1 review · Experienced 2026-06-21 ·
★★★★★
The F1U Debacle!
Back in March when I first ran into problems with the fiber laser in my F1 Ultra, it would have been extremely helpful if I could have contacted someone in xTool Technical Support to help me. As it was, I could only contact sales, So I was left on my own to figure things out and actually find out that I had a weak fiber laser. Finally, xtool put me in touch with a John Burns, who ia an advanced user. No one directly in the xtools department would EVER speak to me. He was very helpful and started me down the path of getting my F1U replaced. This whole process took way too long for me to be down without a machine. In the end now, almost three months later things worked out. I was almost to the point of giving up on xTool and picking another company to share my Relax time with. While making things for donation. Being retired I don't need a lot of things for myself, and I'm not interested in selling anything. My organizatin purchased the F2 Ultra MOPA with 40W Diode and F2 Ultra UV. I'm finally going to be happy and start creating projects that I will be proud to share on Atomm. Speaking of Atomm, it's very hard to post your projects. It should be easier. While some projects are just quick little things you've done that you're proud of, others are more involved things that you'd like to share all the settings with everyone. My organization keeps me very busy. All that said, your agent (Libby) has been as helpful as she possibly could be behind the scenes with emails with no direct contact with me verbally. I sincerely believe in phone calls. Thay go straight to the point and help with miscommunications right away rather than going back and forth with emails. I realize this is rather lengthy, but I always try to help make things better and I hope somebody back there in the proverbial backroom is listening I know I'll never be able to talk to anybody directly but thank you Libby for finally coming through for me! I'll try to get my mind right and help people with my donations, post on Atomm, and of course, continue with my organizational duties.
Reply from xtool.com2026-06-29
Dear David,
Thank you for your detailed and thoughtful review. We truly appreciate you taking the time to share both your challenges and your positive experience.
We are glad to hear that Libby was able to help you behind the scenes, and that you are finally ready to start creating with your new machines. Your feedback about the difficulty of reaching technical support and the need for direct phone communication is valuable and will be shared with our team for improvement.
We also appreciate your suggestions about Atomm. We are always working to make the platform more user-friendly, and your input helps guide those efforts.
Thank you for giving us the opportunity to make things right, and for choosing xTool for your creative journey. We look forward to seeing what you create.
M
Mert · 5 reviews · Experienced 2026-06-28 ·
★★★★★
I am extremely disappointed with…
I am extremely disappointed with xTool’s after sales support. Once the product was sold, they provided no real help or support with any issues I experienced. For a product at this price point, I expected proper customer service, clear communication and reliable assistance, but unfortunately this was not the case.
The lack of after sales care has been very frustrating and has made the whole experience stressful. I would not recommend xTool to anyone who expects support after purchasing.
Edit : I wish the response time for solving my issue was as fast as replying to my review.
Ticket ID: 1086620
Order Number : UK-33328
I urgently need this issue to be resolved and I am requesting a replacement unit to be sent as soon as possible. Because of this problem, I am currently unable to complete my customer orders, which is directly affecting my business.
I have contacted support, but I still have not received a proper solution. Please prioritise this case and arrange a replacement immediately.
I look forward to your urgent response.
Reply from xtool.com2026-06-29
Dear Mert,
Thank you for sharing your experience, and we are truly sorry to hear about the frustration you have faced with our after‑sales support.
We’d like to look into this right away, but we weren’t able to find any previous contact under the name “Mert.”
When you have a moment, could you reply with any ticket number (for example, #123456)? Once we have it, we will review everything and work on a proper resolution for you within 1 business day.
We appreciate the opportunity to make this right.
------------------------------------------------------------------------------------------
Thank you for your update.
We have reviewed your case and see that the most recent ticket, #1090442, was handled by our support team. The tracking number for your replacement unit was already provided to you yesterday.
Please check your email for the tracking details. We hope the replacement arrives soon so you can resume your work without further delay.
j
john Crouch · 1 review · Experienced 2026-06-26 ·
★★★★★
Xtool customer service is non-existent
Xtool customer service is non-existent! Trying to make a 10000 dollar purchase and have not been able to speak to anyone able to help with my purchase in over 24 hours. Now it's Friday night and I'm sure I won't hear from anyone until Monday. At that point, I do not want their product any longer! Every time I do get ahold of someone my phone has stated it's an international call...meaning they have no base in the US apparently! It’s a shame to be treated like this when you want to spend so much money! I really don't want their product any longer, not with this kind of service! I bet I would receive better service on Alibaba! That is a shame!
Reply from xtool.com2026-06-29
Dear john,
Thank you for sharing your experience, and we are truly sorry for the frustration caused by the delay in reaching a sales representative for your purchase.
We have reviewed your case (Ticket #1083321). Within 24 hours of receiving your request for a phone call, our team attempted to contact you three times but was unable to reach you. A follow-up email was also sent to confirm your order details.
We understand your frustration and regret that the communication did not meet your expectations. Our team is ready to assist you—please reply to the email we sent or let us know a convenient time for us to call you back.
We appreciate the opportunity to make this right.
We have this DTF equipment at our workshop, Paon Art Studio, located in Charlesbourg, Quebec. After working other brands in the past, I can confidently say that the print quality is absolutely impeccable. We take pride in offering our clients nothing but the best, and this machine delivers exactly that. Highly recommended!
I was sent a defective machine. Nobody at support can help me figure out if this is fixable. Nobody tool will help me to return or exchange this machine stay away worst company ever. 10k down the drain and maybe I should’ve read the Reddit review prior to this because apparently this is an ongoing issue and they need to be investigated. They keep saying it is the film not lined up, but that is not the problem. The machine is not feeding the film. It’s not rolling and also they keep sending directions for when your machine has already been set up. We’re stuck in the set up can’t even power the machine off it’s been on for three days straight. The ink is drying up inside the machine because it has not turned to mix the ink because we’re still stuck in set up. So do not believe their response that Leo solved the issue he did not. it should also be noted that this is a common problem that I have found in multiple reviews that it took weeks of trying to explain to support that there’s an issue. The first line of support does not even know how the machines run so they’re telling me put it on the white line when it should be half a millimeter to a millimeter from the white line and I’m telling this man you need to watch the video because you don’t know how to do this. I watched the video so many times and tried on the line before it after it the issue is the machine isn’t feeding the film. The roller part is broken and nobody will listen to me every time I get a different representative who starts at the beginning and they send you videos to fix film feed issues once the machine is set up, my machine is not even set up yet, and I can’t power it off.
Reply from xtool.com2026-06-26
Dear Cyrinda,
Thank you for sharing your experience, and we are truly sorry for the frustration this has caused.
We have reviewed your case (Ticket #1081265). Our senior DTF technician, Leo, reached out to you today and identified that the issue is likely due to the film not being aligned with the white line. He has provided step‑by‑step instructions to resolve it.
Please follow the steps and let us know the result. If the issue persists and is confirmed to be a hardware defect, we will arrange a replacement.
Please check your email for Leo's message. We appreciate the opportunity to make this right.
J
Jesse Rosa · 3 reviews · Experienced 2026-01-20 ·
★★★★★
Technical Support
I originally purchase the xtool f1 ultra last June. It worked well for about 6 months. Thats when the connection issues started. Tech sipport being slow to respond and giving me useless troubleshooting steps whenever they decide to respond.Til this day (June 20th 2026) its still down! Take your hard earned money elsewhere. They customer service or in this case lack of says it all.
Reply from xtool.com2026-06-23
Dear Jesse,
Thank you for sharing your experience, and we are truly sorry for the ongoing frustration caused by the connection issues with your F1 Ultra.
We have reviewed your case (Ticket #1043034). On June 18, our support team replied to you in an email offering direct remote technical assistance or a phone call to help resolve the issue. However, we did not receive a reply, so the case was not able to move forward.
Please reply to that email or this post to let us know which option you prefer — remote guidance or a phone call — and we will respond within 1 business day to arrange it.
We appreciate the opportunity to make this right.
F
Florian · 10 reviews · Experienced 2026-06-17 ·
★★★★★
I think I've done the biggest mistake…
I think I've done the biggest mistake buying from them directly and I'm not talking about the xtool f2 ultra I'm talking about the delivery ways I've been told that,they are coming separately but expect all of them to come in time but one, which is the xtool itself 2 attempts and promises by two agents from FedEx the delivery company they use...tomorrow is the 3th arrempt,is frustrating when you pay so much money and expect the job to be done
Reply from xtool.com2026-06-23
Dear Florian,
Thank you for sharing your experience, and we are truly sorry for the frustration caused by the delivery delays.
We have looked into your case (Ticket #1068995) and can confirm that your F2 Ultra was successfully collected on June 20.
If you have any questions or need further assistance, please do not hesitate to reach out. We appreciate your patience and the opportunity to make this right.
R
Rooftop Santa · 1 review · Experienced 2026-06-13 ·
★★★★★
⭐⭐⭐⭐⭐ Outstanding Customer Service from…
⭐⭐⭐⭐⭐ 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
A
Adi Z · 8 reviews · Experienced 2026-06-15 ·
★★★★★
I ordered a P2S bundle on 2nd June 2026
I ordered a P2S bundle on 2nd June 2026
Everything arrived quickly, apart of the actual laser
I waited and waited. Then I started to get in touch with support by email, messenger, website, phone.
According to their shipping policy on the website, I should have received the laser by 15th of June the latest ( Today )
Person 1: Tells me that the item will ship by the end of June ( I advised this is not possible, because I will be abroad )
Person2: Tells me that the item appears to be in stock in the UK Warehouse and he doesn't understand why it has not been shipped yet - he advised he asked a question last week and nobody comes back
Person3: Tells me the item was actually dispatched on 12th of June but there was no tracking available because of the weekend. The weekend passed with absolutely no info
Person 4/5/6: Tells me they are escalating this to the " relevant department " - after that I cannot hear anything from anyone
I ordered this item 2 x weeks ago, and paid £5000 for this and I have no idea if it has been dispatched, or if it will be dispatched or if I will even receive it
Once you send them a message, it takes ages for someone to come back ( usually 24 hours ) - and please do not mention about the " China time zone " - I have messaged you in the morning, in the afternoon and in the evening. It's always the same thing
Apparantely they have lots of marketing going on, including AI chatbots which are making it looking like you are chatting with someone
1. The experience is HORROR so far. You should not be allowed to sell in this manner ( especially when you are selling items worth THOUSANDS of pounds ). The customer support is literally 0 ( ZERO )
2. I can only imagine the experience being exactly the same in case the customer has a Warranty issue ( especially after I also paid for the " after care " )
I am close to file a chargeback after all of this, as I am not sure if this is right, and I'm not sure I want to risk to have the same experience in case the machine:
- has warranty issues
- will arrive damaged
Because in such a situation I will end up with a unusable machine worth £5000 waiting weeks / months for someone to sort this out.
After doing my research regarding this machine I came to a conclusion that it's a " fancy" laser
But I also seen the downsides:
- it can have quality issues to some
- there are tons of Youtube influencers paid to review this product in order to convince others like me
- the customer support is the worst experience you can have when ordering a product - and I can confirm this now
The only reason why I ordered it is because I was hoping to be one of those lucky ones where everything was going smooth - apparantely I was wrong
I will only revise this feedback if I will start to see some movement with the product and it will arrive in time, safe, and UNDAMAGED ( because I really don't want to rely on the customer support after that....apparantely there is almost 0 support )
I am also in touch with another uk buyer who ordered the item on the same day as myself. In he's case you are blaming the courier....but in actual fact, the item is not even shipped
Please note:
The review is not because I am frustrated ( but I am a bit after all of this ) - the review is for all of the other buyers.
!!! THINK TWICE BEFORE MAKING YOUR PURCHASE !!! - there is a very high chance you will go through the same thing. Make the purchase with a credit card so you can make a chargeback in case you have issues !!!
You should NOT be allowed to sell in this manner, especially such expensive pieces of kit !
The customer experience is as important as the actual kit and you clearly have issues on this side, big ones.
Most likely you will reply now, asking for the ticket number ( as you did with other real people who reviewed you ), promising you will " have a look into this " - not sure this will be the case
Later edit:
I have changed this review score because, even though the delivery process was quite slow ( and I’m honestly suggesting to improve the quality of customer support ) - the item is top notch, and they also did their best to sort this out by:
- providing me a gift card worth £80
- sending me a material pack home
- + the good discounts offered on their website for my next orders
So far so good, I only hope I will not have any mechanical issues with the machine ( as I am also maintaining it properly )
But the P2S is, indeed, a wonderful machine by now. You can definitely use it for your small business
Reply from xtool.com2026-06-17
Dear Adi,
Thank you for sharing your detailed experience, and we are truly sorry for the significant frustration this shipping and communication delay has caused you.
We have reviewed your case (Ticket #1057345). Our Manager of the Customer Support Team, Cheryl, has already replied to you today with a full explanation and a solution that we hope will address your concerns.
Please check your email for her response. We appreciate the opportunity to make this right.
R
Rey Alcala · 1 review · Experienced 2026-06-11 ·
★★★★★
I just received my XTool Apparel…
I just received my XTool Apparel printer and David trained me on how to set up my printer and showed me step by step how to install everything. His customer service and support was amazing I highly appreciate all his help today now I’m excited to grow my small business with this new printer thank you XTool Squad.
A
Alex · 3 reviews · Experienced 2026-06-11 ·
★★★★★
Great customer service
Great customer service! Polite and professional!
B
Bill Berry · 1 review · Experienced 2026-04-22 ·
★★★★★
Refurbished quality is indistinguishable from new!
I’ve been using the xTool S1 20W every single day since I got it, and honestly, if I hadn’t bought it as a refurbished unit, I never would have known. It arrived in pristine condition and has worked flawlessly from day one.
I’m currently using it for everything from wood to metal. What really stood out to me was the learning curve—it’s significantly lower than I expected. Between xTool’s own guides and the active community, I was up and running in no time. Customer service has also been great throughout the process. Highly recommended for anyone looking to get into laser crafting.
Horrible customer service
Here is my journey with xtool family
I purchased 4 machine from them
F1 lite
3 f1 for my work
I liked their machine
But they function only 2 month unfortunately
My machine f1 lite i purchased jan 29
And suddenly get broke april 10
I contacted and called customer service nobody responded
Call center clearly dont know anything
Than they will tell you to contact to xtool support facebook chat
From there april i try to explain with the videos and submit all the info they need serial number order number etc
At the end they gave me very unrealistic answers like i dont know how to use the machine they want to guide me for using the machine ..ridiculous. I own 4 machine clearly i know all the setting as well !
The part is they agreed for my f1 lite machine to replaced finally
But here is the things they took my info may 20 for shipping adress all
They provide me a details dhl first and shipping number i waited patiently 1 week no any update
Than i again contact to them through facebook than this time they said they want to inform me they changed the company
Here is the new shipping number fedex . So here you come again is this a game ?
So what if i dont ask you wont tell me ?
Why are you stressing customer !
I showed you that i own a 4 machine of yours by video to see im your customer is this the way you treating your customer
Wait im not yet done
The track number they provided 3 days ago fedex
Today i checked it returned to shipper
Woouw well done
Im so upset and disappointed for this bran and customer service i regret the buy those 4 machine and deal with such a customer service.
Do not buy xtool so you wont need those stress
Reply from xtool.com2026-06-12
Dear Dream Laser,
Thank you for sharing your detailed experience, and we are truly sorry to hear about the frustration and stress you have faced with the replacement process for your F1 Lite.
We would like to look into your case immediately, but we were not able to locate your previous communication under the name “Dream Laser”. Could you please reply with your support ticket number (for example, #123456)? Once we have your ticket number, we will review everything and work on a solution for you within 1 business day.
We appreciate the opportunity to make this right.
I am fairly new to laser engraving... Less than a year. I use the S1 40W with RA2 rotary and Conveyor. The machine and software (Studio) is extremely user friendly. The community is welcoming and the support, when needed, is superb. ATOMM is amazing and allows you to get some projects that you may not be able to create yourself...yet! I have a Small Business and attend crafts shows and events as well as have a website, Etsy, and Shopify. The S1 has been such a versatile work horse!
Absolutely satisfied with all things Xtool!
w
wes · 6 reviews · Experienced 2026-04-06 ·
★★★★★
Lack of support
The videos are out dated and those who are making videos dont show the whole process just enough to convince you how well it works to buy the machine and they get their comission. you buy thinking its gonna work that way and it doesnt the next time you see the content creator they have moved on to the next machine.Then there are those on xtools that will charge you for a demo to show you how the machine works what kind of support does that fall under.Then you have the xtool tour and never make it to the east coast .so im stuck with a machine that has no support. Also in order to get details about the machine you have to pay or join to get the inside knowledge. Do i regret purchasing the machine yes i do will i invest again no.
Reply from xtool.com2026-06-08
Dear wes,
Thank you for sharing your honest experience, and we are truly sorry to hear that you feel unsupported and regret your purchase.
Because we cannot identify the specific issue from your feedback, please reach out to us at [email protected] with your order number and a short description of the issue, and our team will follow up with you directly within the next 12 hours.
We appreciate the opportunity to make this right.
M
Mary · 1 review · Experienced 2026-05-28 ·
★★★★★
I own 3 XTool Lasers
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.
J
Joe Guilyard · 1 review · Experienced 2026-06-05 ·
★★★★★
This company makes great products and…
This company makes great products and replies quickly and professionally when technical support is needed.
We have been in business for over 30 years and we have dealt with many manufacturing machine providers. Xtool is the best support that we have encountered in our 30 year journey. Special thanks to Jace and Bryan of Xtool USA support. Thank you!
T
Tim Binns · 1 review · Experienced 2026-02-20 ·
★★★★★
I bought the xtool metal fab and…its amazing g
I bought the xtool metal fab and honestly its amazing. The packaging and care take to protect it is 5 stars alone. I've been using laser engraver for a year and the software xtool has is incredible. Very user friendly and easy to pick up. Setup takes some time by yourself but also very easy. This machine cuts through steel like butter. I use the compressor that xtool sells because its more cost effective than using a co2 tank. I haven't tried out the welder yet but I have used the max clean attachme t and it removes paint and rust down to bare metal just like the videos show. I make alot of custom signs and address signs with it. Honestly a 5 star machine. I plan to get an xtool p3 sometime in the future because of how amazing their machines are and how great customer service is.
