Xtool air assist issue
One of the best after sell support. I have been in contact with the Xtool team and I'm super happy with the results. The diligence and help is superb!!! A1 100%.
About xTool EU
Data updated- Website
- xtool.eu
- Category
- Hobbies & Crafts
- Location
- China
- Status
- Unclaimed
- Last 12 months
- 74 reviews
- Replies to negative
- 95% (19/20)
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About this business
xTool provides multiple laser engraving and cutting machines of various features, to make sure there is always one thatmeets your needs for laser creation.
Written by the business, not verified by us.Is xTool EU legit?
xTool EU (xtool.eu) has a 4.3 out of 5 rating on OK.one, based on 127 user reviews collected here. It is listed under Hobbies & Crafts and its reputation is good. 84% of reviews are 4 stars or higher and 13% are 1 star; The business has replied to 95% of negative reviews; Reviews mostly discuss Product, Customer service, Quality. Last updated 2026-10-25.
What reviewers say
AI generatedReviewers overwhelmingly had a great experience with this company. Customers consistently praise the fast shipping service, impressive product quality, and the exceptionally helpful support team. Many buyers point out that the machinery works like a charm, offering robust durability and intuitive software for creative projects. Users appreciate how easy it is to set up their devices and achieve professional engraving results. Some reviewers were not happy with serious technical flaws, software bugs, and unexpected difficulties when dealing with warranty claims or defective machine parts. Consumers also mentioned occasional delivery delays for pre-ordered goods and minor shipping setbacks that required extra patience.
Auto-generated from all reviews of this business. For reference only.What people say
Watch them cupons you get canceled!!!
I think gear they sell is ok, business model and service however is on another level. Everything is overpriced so they can play discount game. Issues start when you get too many discounts. Orders will get canceled with no explanation, and when you ask; its a system glitch. That is after contract was made, payment completed and invoice issued. All this after you give away all your personal data. If you think there is any return period like 30 days... well there is but at the cost of 30% plus shiping back. Now giving their products are priced in £1000s 30% is quite steep... Waste of time! Full of shady promises, breaking contracts as see fit. I was ready to go full in with Xtool aiming to invest £10k starting fresh business with more to follow. Ended up with trust issues and loss of time and money. So, thats me done for life with xtool. Happy endevours.
Reply from xTool EU2025-04-09
Dear customer, I would like to sincerely apologize for the inconvenience you have experienced with your recent order and for any loss of trust this may have caused. I completely understand your frustration regarding this situation. The issue arose because our system detected some abnormalities in the transaction, which led to the automatic cancellation of your order. I assure you that we take such matters very seriously and strive to provide a seamless experience for our customers. Additionally, I must apologize for an error in our previous calculations regarding the service fee. The maximum service fee for accessories is 20%, and I regret any confusion this may have caused. Regarding the return process, we just now sent you a special solution to address your concerns. We would greatly appreciate your reply on that proposal. We truly value your business and hope you can give us another opportunity to make things right. Thank you for your understanding. Best regards,
S1 40W with IR laser
Bought an S1 40W with IR laser and rotary. After a few weeks and some minor usage the IR laser didn't work anymore. I contacted support and within 3 days i had a new module in the Netherlands to use!
Love it!
I have the xTool F1 and the xTool S1. Both are amazing, I use the F1 for small project and the S1 for bigger projects. I was a beginner, but it was really easy to start. Love them!
xTool F1 Review: A Powerful and Fast Laser Engraver for Precision Work
I recently purchased the xTool F1 laser engraver and would like to share my personal experience. From the outset, I was impressed by the company’s professionalism and the swift handling of my order. The shipping was remarkably fast, and the product arrived well-packaged and in perfect condition. The xTool F1 is a compact and portable device, yet incredibly powerful. The combination of a 10W diode laser and a 2W infrared laser has allowed me to work on a variety of materials, from wood to metal, achieving precise and detailed engravings. The engraving speed is impressive, reaching up to 4000 mm/s, which has significantly increased my productivity. One aspect I particularly appreciated is the ease of use of the xTool Creative Space software. Even without extensive prior experience, I was able to quickly start my projects thanks to its intuitive interface and numerous available options. Additionally, the auto-focus function made the process even simpler, ensuring optimal results on different surfaces. However, after several months of intensive use, I encountered some issues. The laser began engraving unevenly, leaving blank spots that affected the final outcome. Moreover, the control button showed signs of malfunction, especially during double-tap operations for multiple engravings and during focusing. Despite these inconveniences, xTool’s customer support was responsive and helpful in providing assistance. Overall, the xTool F1 has exceeded my expectations in terms of performance and versatility. It has become an essential tool in my workshop, enabling me to create customized projects with ease and precision. I highly recommend this laser engraver to anyone seeking quality and reliability in a portable device.
The Xtool M1 Ultra in a Pottery Studio (L)
The Xtool M1 Ultra really surprised me. The setup was super easy with step-by-step guidance, making everything simple from the start. I love that it’s an all-in-one machine because it lets me cut, engrave, and create without needing other equipment. I’ve already used it to engrave ceramic pieces, make custom stamps, and prepare molds for my classes, and everything turned out great. I feel like there’s still so much to explore, but the possibilities are endless, and that’s what I love the most. If you’re thinking about adding a tool like this to your creative space, I think it’s definitely worth it.
100% satisfied
I am very satisfied with the Xtool shipping service. For Italy it was very clear and fast.I buy their original materials because that way I am sure that they are 100% compatible with my Xtool M1.I am also satisfied with the customer service, they gave me quick and precise answers. for For me it was a more than positive experience, I love the Xtool brand
I am still waiting on a screen printer…
I am still waiting on a screen printer that I ordered in early December. It is now mid-February. Update: 4th March, I am still waiting
Reply from xTool EU2025-02-25
Dear customer, I hope this message finds you well. First and foremost, please accept our sincere apologies for the delay in dispatching your order. Due to an unexpected delay in our inventory system update, we regrettably encountered a temporary stock shortage, which has impacted our ability to ship your items promptly. We fully understand the inconvenience this may have caused and take complete responsibility for the situation. To address this, we'd like to share that the next shipment is expected to arrive at our warehouse by the end of February. Rest assured, your order will be prioritized immediately upon inventory replenishment, and we'll expedite the shipping process to ensure minimal further delay. We deeply value your trust in us and cannot thank you enough for your patience and understanding during this unforeseen circumstance. Our team is working diligently to resolve the issue and improve our systems to prevent similar occurrences in the future. Once again, please accept our heartfelt apologies for the inconvenience. Thank you for your continued support and kindness. Warm regards,
Unreliable Service and Lack of Communication
I placed an order on January 8 after speaking with someone via their chat. This person assured me that the laser machine would be shipped from Germany (which made sense since I live in Switzerland). The day after placing my order, I received an email informing me that some of the accessories could not be delivered to Switzerland. A day later, I was told that additional taxes would apply because the machine would ultimately be shipped from China. Since then, it has been impossible to contact them: they do not respond to my emails, phone calls, WhatsApp messages, or chat inquiries, not even to the emails they themselves sent me. I have no way to communicate with them. My order is paid for, but it has not been shipped. I can’t even cancel my order or get a refund. This company is completely unprofessional. Avoid them at all costs.
Reply from xTool EU2025-02-03
Dear customer, We apologize for the inconvenience you may have experienced. Your feedback is much appreciated. Please let me explain in detail. We usually deliver the products to Switzerland from China. Sorry, the first customer service conveyed the wrong information. And due to some restrictions, the fire safety kit could not be shipped to Switzerland. At first, the first customer service didn't know this information The shipping department conveyed this information to us. This is indeed an issue resulting from our service, and we have recognized the problem deeply. We will provide professional training to the employee involved to prevent similar incidents in the future. Sorry to know the order has been canceled. Thanks for your time and your patience. Hope we have a chance to offer a better experience for you in the future. Best regards,
I have ordered a Air Purifier for the…
I have ordered a Air Purifier for the Xtool F1. After a while (1-2 weeks) I was noticing something weird with the Track&Trace and informed Xtool about it. well you can't call them so you need to do it via email. Just wait they said. it will be all okej, Then the package seems to be returned to Xtool wharehouse. Well as a business owner I need to engrave leather on a event and it started to be urgent. Once Xtool support noticed the package was returned to the warehouse there was no chance to send a new one. so It took approxy 1 week to figure out why the package resturned then a extra couple of days to provide the new Track&Trace. Meantime I was worring about the delivery and found a second hand purififer (different vendor) but because of the compability options the Xtool purifier was preferable. Even they say they understand you, you know they don't. They don't even try there best to solve it or sent the package with urgent. Even after I have received the air purifier I asked for a compenstaion for purchasing a second hand purifier and all the extra effort I had to take. They promised me 30 euro gift card, funny. Thinking I will buy something from xtool again. oh and by the way, never received the gift card haha. Don't understand this way of giving support. My goal was to pruchase F1 ultra on the end but then experienced this kind of support. most of the time they response 1-2 twice on your simple update mail. no way, just buy something local/europe so you can call them. Oh, and the extra 25% discount for business owner is a scam. they changed the text a bit now but still a scam. There is no Extra discount. As business we can buy tax free or get the tax back every quarter. So don't believe this scam. i'm happy with the xtool it self but support is really bad.
Reply from xTool EU2025-01-16
Dear customer, We apologize for the inconvenience you may have experienced. Your feedback is much appreciated. Sorry, the previous customer service hasn't filled the request of the gift card in the sheet successfully. I will send the code to you within 1-2 working days. And about the description for the tax exemption, sorry for causing this misunderstanding, you are correct. We are supposed to be more precise in our wording. I have told your idea to our team. Our team is communicating to try to optimize this information on the page. Thanks for your reminding. Hope we have a chance to offer a better experience for you in the future. Best regards,
Despite (quote from the homepage)…
Despite (quote from the homepage) “24-hour shipping”, the shipment status of “The shipment was announced electronically” remains unchanged even after 6 (!) days. There was no response to my email until the case was opened with Paypal. An hour after the incident was reported to PayPal, I received a 1-star review from a fake profile (Marc Smith; 0 activity, no other reviews) on my business Google account. For heaven's sake, what kind of business is this? I can only warn you strongly NOT TO ORDER from this dubious “dealer”!!
Reply from xTool EU2024-12-13
Hi, Matthias We apologize for the inconvenience and the long waiting you may have experienced. Your feedback is much appreciated. Sorry, due to a high volume of orders during this busy season, there have been some delays in logistics provider scanning, logistics track update and abnormality Investigation. Glad to know that the logistics track has been updated on December 12th. I checked that our staff is following up on your case. We will continue to communicate with the logistics provider to ensure that your items are delivered to you as quickly as possible. Thanks for your time and your patience. Hope we have a chance to offer a better experience for you in the future. Best regards,
The worst buying experience since a long time
Go compare the US store to the EU store and you will fall off your chair ! There are 10 times more items in the US. Also the logisitics in europe (I presume in Germany) is the worst. DHL is not better than PostNL which is One of the worst in europe.
Reply from xTool EU2024-12-13
Hi, Jonas We apologize for the inconvenience you may have experienced. Your feedback is much appreciated. First, the items in US store is indeed more than that in Europe store. Some products will gradually appear in Europe store later. Thanks for your patience. Thanks for telling me the idea about the logistics. I will forward to our business team. I haven't found any email from you, if there is any question, you could contact [email protected] OR [email protected]. Hope we have a chance to offer a better experience for you in the future. Best regards,
Awful experience
I purchased the S1 laser engraver, the offer was on the website for buy the S1 and get the screen printing kit free. I was charged full price for the screen printing kit. They claimed that this was not an offer so i sent them a screenshot from the website showing them and then they claimed it was for something completely different, they promptly removed the offer from the website. After slow back and forth they eventually updated my order to honour the promotion and it's 2 weeks later and I'm still waiting for my money to be returned to my card. I was going to purchase the F1 but after this experience I will not be a returning customer Very poor and slow to deal with.
Reply from xTool EU2024-10-02
Hi, Michael We apologize for the inconvenience you may have experienced. Your feedback is much appreciated. First, please let me explain for you. The offer is for S1 all in one kit, not for S1 basic kit. Normally, if you order the S1 all in one kit, our system will automatically add the free screen printing kit into your order. And we haven't removed the offer from the website. You can't see the offer again because the activity is over. The purpose of the offer is to attract more customers to buy our products, so it is unnecessary for us to remove the offer. But we have to admit that the restriction conditions were unobtrusive, which makes you misunderstood. Sorry for the misleading, and we will highlight our restriction conditions in the future. Second, I checked the related staff has returned you the money yesterday. Sorry for the waiting. There's been a bit of a hiccup. Your money was supposed to be refunded on September 18th, but it wasn't successful and we didn't notice it. Hope you could kindly understand. Thanks for your time and your patience. Hope we have a chance to offer a better experience for you in the future. Best regards,
My son broke a protective cover on a F1
My son broke a protective cover on a F1. Not product failure, but clumsy handling. We tried to search for the replacement part, but could not find it. I join the xTool Facebook group, asked for help here. There was a lot of people that directed me to contact Lia Zhang from xTool support team, before I have pulled my self together to write a message, Lia already send me a message on how to get the spare part. Great service, now we are waiting for the part to arrive, so we can run again. Thanks a lot for your help Lia Zhang. Best regards Rune
Greatful support
Serious and reliable company I would like to thank especially the support guy "Luka" for helping me from the beginning to the end with my order, 5 stars for him and for his work which was fantastic!
I have recently purchased P2 CO2 Laser…
I have recently purchased P2 CO2 Laser machine and I have no second thoughts for choosing XTOOL. I am very pleased and extremely satisfied with their support. Thank you Julion for your help and your time. Marilena
I recently had the pleasure of working…
I recently had the pleasure of working with Luka to resolve an issue with my Xtool S1 Laser, and I cannot speak highly enough of the experience. Luka was incredibly nice and helpful throughout the entire process. His prompt and thorough responses to all my emails made the situation much less stressful. Every time I reached out, he provided clear and concise solutions, often responding in a remarkably short time. Luka's dedication and efficiency in solving my problem exceeded my expectations. I highly recommend Luka for anyone in need of assistance with their Xtool S1 Laser; his professionalism and kindness are truly commendable.
Everything was perfect
Everything was perfect, the communication was very fast, and they solved my problem quickly. Miss Ivy was very kind. I can only be grateful to the XTool service.
Emma was fast and very on point
Emma was fast and very on point. Thanks.
Xtool have great support
Xtool have great support. Got wonderful help from Susan which solved the issues we had..
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