HORRIFIC EXPERIENCE WITH XTOOL
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!