xTool provides multiple laser engraving and cutting machines of various features, to make sure there is always one thatmeets your needs for laser creation.
Reviewers 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.
Deceptive "Bait-and-Switch" Marketing – Violating Consumer Trust and Advertising Laws
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
xTool EU 回复2026-03-09
Dear Tom,
I hope this message finds you well.
First and foremost, please accept our sincere apologies for any inconvenience we may have caused you and for any feelings of distrust that may have arisen regarding the misleading advertisement. We deeply regret that we have not met your expectations, and we take full responsibility for this situation. Your trust in our brand is invaluable, and we are truly sorry for falling short.
Thank you for bringing this matter to our attention—your feedback is crucial in helping us improve. I have immediately notified our relevant team, and they have already taken steps to correct the advertisement. The issue has now been resolved.
Please know that our team is implementing stricter quality checks and guidelines for future visual content. We are committed to greater precision in how we present our products, ensuring transparency and accuracy in every detail.
Your support and vigilance mean the world to us, and we are grateful for your dedication to helping us uphold the integrity of our brand.
Once again, thank you for your understanding and for giving us the opportunity to improve. We remain dedicated to earning back your confidence.
Warm regards,
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
xTool EU 回复2026-02-27
Dear Khaled
Thank you so much for taking the time to share your detailed feedback with us. We truly appreciate your valuable input.
We are sorry to hear that the cutting performance of the P3 CO₂ did not fully meet your expectations, and we regret any inconvenience this has caused you.
The maximum cutting capability of this machine—a single pass up to 20 mm basswood—is clearly stated on our product page. We understand you may not have noticed this detail when making your purchase.
We take your feedback very seriously. We will continue optimizing and improving our product page information to make key specifications even clearer and more noticeable for all customers.
Thank you again for your understanding and support. If you have any further questions, please feel free to let us know.
Best regards,
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 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 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.
xTool EU 回复2025-12-24
Dear Nat Anne
We sincerely apologize for the inconvenience caused by our product and the unpleasant experience you encountered with our service. Your satisfaction is our top priority, and it deeply concerns us to learn that we have not met your expectations.
I am eager to assist you in resolving this matter promptly and efficiently. However, I have been unable to locate your corresponding order information and communication records in our system so far.
Could you kindly update in this comment with the ticket number (e.g., #123456) from your previous communication with our customer service team? This information will enable us to quickly trace your case, verify the details, and provide you with the most appropriate support as soon as possible.
Thank you for your patience and understanding. We highly value your feedback and are committed to making this right for you.
Looking forward to your reply.
Best regards,
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.
xTool EU 回复2026-01-20
Dear Valued Customer,
We have noted your recent feedback about the issues you encountered with the XTool store in France, including the verification code going to spam, unexpected UPS tariff charges, and problems related to order numbers and bills. We sincerely apologize for all the inconvenience these matters have caused you.
First, we would like to check in with you: has your problem been resolved at this point?
If the issues still remain unsettled, could you please kindly click the link below to submit a support ticket first? After that, would you mind updating the corresponding support ticket number(like #123456) in this comment?
https://support.xtool.com/submit-ticket
Once we receive your ticket number, we will reach out to you as soon as possible and make every effort to assist you in resolving all the problems properly.
Thank you for your patience and understanding. Your feedback is highly valuable to us as it helps us improve our products and services continuously.
Looking forward to your reply.
Best regards,
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!
xTool EU 回复2025-12-22
Dear helo,
We are truly sorry to learn that our product and related services have caused you an unpleasant experience. Please accept our sincere apologies for the frustration, delays and troubles you have encountered since purchasing the M1 Ultra. Your satisfaction is of the utmost importance to us, and we deeply regret that we failed to meet your expectations.
We attach great importance to the issues you have raised, and I am committed to helping you resolve these problems as soon as possible. Our dedicated support team will prioritize your case to ensure a thorough investigation and effective solutions.
Could you please kindly update the ticket number(like #123456) in this comment? This will help us quickly locate your case and facilitate more efficient follow-up processing.
Once we have the ticket number, we will immediately start coordinating the relevant departments to push forward the solution. Thank you for your understanding and patience.
Sincerely,
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
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.
F1 broken down after 2 weeks...but replaced quickly by Xtool
Xtool F1 lasted 2 weeks...luckily Xtool customer service shipped me a replacement very quickly.
Excellent customer service...
Yes, machines break down, is unavoidable...the important thing is the speed of customer service
The support was outstanding. Even when there was a brief issue, a perfect solution was found. The support staff member was very knowledgeable and extremely friendly in his responses. I can wholeheartedly recommend xTool.
Bought a M1 machine some time ago and started using it recently. I´m not leaving a 1 star review because I find the camera capabilities useful for planning your cuts and engravings, but that´s all. The almost 1000 euros I paid are not justified at all with a software that has a marketplace with most items hidden behind a coin system paywall. You want use a remove background feature for engraving in the software? That´s also behind a paywall. Its wireless capabilities are lost every power cycle on the machine, saying other way, it "forgets" the wifi settings every time you power it off completely, which is essential since it has a constant circuit or fan noise in iddle. So if you´re planning like me to configure it once and leave it on a different room connected to your pc via wifi, be mindful that you will need to re-configure it via USB every time power goes off. So, i´m not recommending this product at all. There are many other machines for half the price running on open software that will make you feel like you made the right purchase. Also, most of the reviews I see seems to be written by AI as other users comment.
xTool EU 回复2025-09-16
Dear Dan
We hope this email finds you well. First and foremost, please accept our sincere apologies for the unpleasant experience you encountered with the wireless function of your machine.
We fully understand how frustrating it can be when a feature doesn't work as expected, and we deeply regret any inconvenience this has caused to your usage.
We would also like to take a moment to clarify that this wireless function issue is not a universal occurrence across all our M1 machines. Such cases are isolated, and our technical specialists are ready to assist you in diagnosing the cause of this issue and providing a tailored solution to resolve it promptly. We truly want to ensure your machine operates smoothly and meets your expectations.
However, we encountered a small hurdle: we have been unable to locate your order details in our system, which has made it difficult for us to reach out to you. To help us assist you more efficiently, could you please submit a help ticket through the following link?
https://support.xtool.com/submit-ticket?campaign=technical_support
After you submit the help ticket, you will see the ticket number. The ticket number is like #123456
Please update the ticket number in this comment, so that I can find you.
Your updates would be greatly appreciated.
Warm regards,
Hannah, my support agent was not pushing to make a quick sale. She was really helpfull and took all the time I needed to decide which model to buy.
I emailed the company that my dropbox link wasn't working. Return mail, with correct link came in 22 minutes later.
I will order a machine, thanks to the unbelievable support I received from Hannah!
I had an issue with my Xtool D1Pro 40w. 2years and 1 week after buying it, the laser stopped to work.
After talking with the after sale service, Xtool has decided to change the head. i recieve it on 3 days.
Perfect response, better than i was hoping. Thanks Xtool !
I had a great experience with xTool. Their customer support was fast and professional — they sent me a replacement laser head the very next day after confirming the issue.
As a business buyer, I also appreciated being able to purchase the machine VAT-free.
Delivery took a bit longer, but that’s understandable for such a large and valuable item.
Overall, xTool is reliable, efficient, and supportive. Highly recommended!
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