Misleading stock information and no real solution offered
I ordered a Xhorse Key Tool Plus from their EU website because the product was clearly shown as “in stock” and advertised as shipped from an EU warehouse with a delivery time of around 4–7 business days. After placing the order and having the payment charged, the order remained “pending” in their system for three days. I then contacted customer service myself to ask when the item would be shipped. Only after I made this inquiry was I informed that the EU warehouse is actually out of stock. The only option offered was shipping the item from China, which would require me to pay additional import tax and VAT, something that was never mentioned when placing the order. At no point did customer service attempt to find a solution that would not place additional costs on me, even though the incorrect stock information was on their website. It also became clear during communication that the “German” shop is actually operated from China, with support responding from a Chinese phone number and with a time difference of about 8 hours, which makes communication slower and inconvenient. Since I run a business and bought the tool for professional use, this situation creates delays for my customers. The product is still listed as “in stock” on their website, which is misleading for other buyers as well. Customer service did respond politely, but the only solutions offered were to wait about two weeks for EU stock or accept shipping from China with extra costs. Because of the misleading stock information, the delayed information about stock availability, and the lack of a fair solution, I can only give 2 stars