I will report these scammers to the authorities!!
I will report these scammers to the authorities!! If you delete this review, I will post it again! Long story short, they advertise a service that they don't honor. The 60-day Price Guarantee is a joke. If you are eligible and apply for it, they simply reject it without giving you a good reason, or they keep sending you in circles and don't actually process your claim. Long story long: I bought an xTool S1 40W machine with the 1064nm IR module and All-in-One bundle on August 7th, 2026, for €2,384.26. Before that, in July, the same bundle was available for around €2,119.34 excluding VAT. At the beginning of August, the price went up to around €2,600 including VAT. Because there was a delay on the authorities' side with my company's VAT registration, I wasn't able to place the order in July. The second I got my VAT registration cleared, I contacted xTool customer support, explained the situation and asked them if there was any way to get a quote for the S1. They told me that they couldn't offer me the July price of €2,119.34, but they could give me a deal for €2,384.26. At that moment, they told me this was the best offer they could give me. I understood. The VAT registration problem wasn't their fault, so I accepted the offer, bought the damn thing and waited around two weeks for it to arrive. About a month later, I went back to their website because I wanted to buy some accessories, and I noticed that the price of the S1 40W + IR All-in-One bundle had dropped again to the same price as in July. Same machine. Same 40W version. Same IR module. Same All-in-One bundle. Same accessories. So I applied for the 60-day Price Guarantee on the same day. And that's when the problems started. The first reply I received was from a guy called Howard. I don't know if that's actually his name or just a support name, because I still don't know who I was actually dealing with. He simply rejected my claim saying that the product was not the same product. It actually was. I checked everything myself. It was the same S1 40W, same IR module, same bundle and same accessories. So I replied and asked him to explain exactly what was different. Instead, I received a generic reply saying that I could apply for the Price Guarantee. That's exactly what I had already done. The email ping-pong continued. I kept asking them a very simple question: Was my actual Price Guarantee / Direct Refund application received and will it be reviewed? They wouldn't give me a straight answer. Then, on Saturday night at around 2:00 AM, I received an automatic email asking if I was satisfied with their customer support and telling me that my ticket would be closed if I didn't reply within 24 hours. Still no actual answer about my claim. So, again, I replied and insisted on getting a straight answer about my refund application. Eventually, another person replied saying that she had checked the situation and confirmed that my claim was valid and that it would be reviewed by the Finance team. Finally, I thought they had actually sorted it out. I checked the ticket afterwards and noticed that both people were actually using the same support handle, so maybe it was just the same person after all. I have no idea. Then they went silent again. I sent them two reminders. Yesterday, I received a reply saying that they would check the status of my application with their Finance team. And today they replied saying that the Finance team did NOT receive my claim. And if I want to submit one, I can simply read the instructions on their website. Seriously? I ALREADY SUBMITTED THE CLAIM ACCORDING TO THOSE EXACT INSTRUCTIONS. Your own support representative told me that my claim was valid and that it would be reviewed by Finance. Now, after all this back and forth, I'm being told that Finance never received it and that I should simply submit another claim. You can draw your own conclusion about how they treat their customers. The funny thing is that I was actually saving money to buy an xTool Omni printer from them as well. Like that's going to happen now. I have already spent weeks trying to get a straight answer about a price guarantee that THEY advertise on their own website. And now I am considering reporting this whole situation to the relevant authorities, with the complete email conversation, order details, screenshots and proof of the price difference. At this point, I just hope the damn machine I bought from them doesn't break. I really don't want to find out how their warranty/support system works after this experience. 1 star because I dont know how to get them ZERO!