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
J
Jesse Rosa · 3 reviews · Experienced 2026-05-17 ·
★★★★★
It works great/when it actually works
It works great/when it actually works. The down time that the machine has definitely causes headaches. I ordered an F1 ultra. About every month it decides to disconnect from my mac for at least 2 weeks. Good luck getting ahold of tech support. All I get are emails asking if it has mysteriously started working again. God forbid they actually do their job and help someone. So much for user friendly.
Reply from xtool.com2026-05-20
Dear Jesse,
Thank you for sharing your experience. We are sorry for the frustration caused by the connectivity issues with your F1 Ultra.
We have reviewed your support history. Our team responded to each of your emails within 24 hours and provided troubleshooting steps.
Your most recent case is Ticket #1024883. In that ticket, our technical team sent you further diagnostic steps today. Please try those steps and reply to the ticket with the result. Once we receive your reply, we will provide the next solution within 12 hours.
Regarding the emails asking if the machine "mysteriously started working again": those are automated follow‑up messages from our system. If we do not receive a reply for several days after our last response, the system automatically closes the ticket and sends that follow‑up email.
Please reply to Ticket #1024883 with your test results. We will take it from there. We appreciate the opportunity to make this right.
D
Debbie Parke · 5 reviews · Experienced 2025-10-27 ·
★★★★★
Broken Out of the Box - No Replacement at First
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
A
Adrian · 3 reviews · Experienced 2025-09-21 ·
★★★★★
Purchased a S1 and it arrived fast and…
Purchased a S1 and it arrived fast and well packaged. Came with a range of sample materials and setup was quite easy.
Printed a pencil box as using the included material and it was a pain less experience. Disappointing that not safety glasses that meet Australian standards are included, but that’s a nitpick.
Unfortunately the second time I went to use the device, it’s broken. I get an Error code M222 S22 and it won’t do anything.
Followed the user guide and raise a ticket but of course support isn’t Australia time. Expensive paper weight atm.
Update:
After some extensive communication the unit was replaced and XTOOL made an exception and sent the replacement unit once the fault device was picked up by the driver.
The new unit works flawlessly and I haven’t experienced any issues.
Communication via email is painful and time zone differences extended the resolution time. The support team were very patient and I’m grateful for the hard work done.
Reply from xtool.com2025-10-17
Dear Adrian
Hope this email finds you well.
First and foremost, please accept our sincere apology for the inconvenience caused by the previous machine issue. We fully understand how such disruptions might have affected your work and plans, and we feel truly sorry for any frustration it brought you.
We are delighted to hear that the replacement machine we sent to you is now operating well.
Moreover, we want to express our heartfelt thanks for your willingness to give us another chance. Your trust and understanding mean a lot to us, and we deeply value the opportunity to continue supporting your creative or work needs.
Moving forward, if you encounter any questions, concerns, or issues with the machine in the future, please do not hesitate to reach out to our support team. We will be more than happy to assist you promptly and provide the necessary help to resolve any problems.
Thank you again for your patience and trust in xTool.
Best regards,
