Never two without three
I placed an order in early August for accessories for an M1 Ultra. The order went smoothly on their official European website. However, customer service contacted me because one item was out of stock (despite only one being in stock at the time of ordering). I accepted their offer to exchange it for another model of the same product. The order arrived with a fragile item folded in half (it must have been difficult to put the product in the box the other way around), and as a bonus, I received the shipping label paper and an empty roll of tape! They really think customers are garbage! Xtool should teach their employees about recycling and customer service... It's a shame, the products are high quality, but the customer service is a disaster. Update answer (following xtool's response) : For your information, I still have not received any explanation as to why my item was folded in half, nor why I found waste inside the package. Regarding the refund, you made the unilateral decision to refund only €3.32 out of the €13.32 owed to me. You claim that the remaining amount was issued as a gift card, but there is nothing showing in my account, and more importantly, I never agreed to receive any part of the refund as a gift card. I explicitly requested a full refund of €13.32 to my original payment method, i.e. my bank card. update 11/08/26 : Customer service finally decided to refund the €10 to my bank card , more funny they asked me to change my review if I was satisfied with the result. Sorry, but you have to take responsibility for your mistakes. Especially since they offered no solution for the item that folded in half. That's disappointing.The machine products are good, but I'll let you form your own opinion in case of problems.