xtool.com Reviews 1,011

The xTool P2S laser cutter is a very capable, user-friendly machine. The speed and power of the laser, along with the highly effective air assist make very clean, fast cuts and engraving. The auto-distance measurement is accurate and fast.

The AP2 air filter is very effective at both smoke and odor control when it's running properly, but it can be a bit finicky. The pre-filter may clog much sooner than its rated lifespan, especially when cutting a lot of 1/8" plywood. xTool support was very helpful at providing clearer use guidance, and did replace the pre-filter at no charge since the machine was very new.

I appreciated the timely responses from the support staff.

Overall I highly recommend xTool products.

I purchased a xtool d1 pro 20w refurbished...from Amazon and the extension kit for it from xtool.
I assembled it all together and come to find out the 20w module was not functioning...went through all the tests they requested plus my own tests..contacted their support through their website and was treated with quick responses all the time...I was afraid that being as this was refurbished I was out a laser and all the accessories I had purchased.
After a few emails, I received an email saying they are sending me a 20w module to replace the defective one...sure hope this one works..
I am truly impressed with their support. The xtool d1 and the pro have been discontinued, yet they went far and above on this matter..Shirley on their support team was very thoughtful and understanding...I would give a 5 star rating to Shirley for her support...but xtool itself 4 stars for lesser quality control on this matter...what most people have to realize is it's not the support teams fault...You have to let support know exactly what's going on and send them the info they require..it makes their job and decisions easier and faster resolution time...I will be waiting for the module and hope this one works...in the meantime. X tool could have told me I was out of luck on this matter because of the discontinued xtool d1 pro...so I am very thankful to all!!

This is a company that values their brand, their products and most importantly us the customers. They correctly assessed the problem the moment I started describing it. They sent me the necessary replacements and now I am beyond myself engraving, and working with my S1. I can honestly say that I have never felt so supported and understood by a company like this before. The products, the pre and post sales and customer service support are superior to the excellence. Kudos, and tip of the hat to the entire company, their business model and the way you do business. It is a fresh approach to how I would like to be treated as a customer...everywhere else. ❤️❤️❤️❤️❤️❤️❤️

I am super happy with the experience and process. they moved really fast to help resolve my issue

The service team of Xtool is amazing. You get help as soon you need help. Great communication. Great response.
Xtool rocks! Thank you

Julie from xTool Customer Service was very knowledgeable and helpful with the problem I was having with my P2S. Customer service was available when I needed it, and they didn't take too long to understand me. I really appreciate all the support I have always received from Xtool.

I have to admit the email based customer tech support was kind of frustrating at first but it ended up being very good. My tech was named Zoey and they were awesome. Zoey went the extra mile to assist me by sending me out a refurbished unit to keep my business flowing. Unfortunately the machine came damaged during shipping and Zoey quickly responded to my emails and sent me out another unit. I have the Xtool P2 and I’m sorta satisfied with this machine. I was having difficulties with the machine connecting with my computer and it was. Determined to have a bad board. Zoey was amazing and very responsive and considerate of my needs. I didn’t give it a 5 because the email based support was kind of frustrating.

Their after sales service is 100% excellent!

Customer service is the best in the industry. Timely response and helpful instruction to address an issue I came across when lasering.

Susan (my customer service representative), was very helpful and walked me through the entire trouble shooting process. The process included a step-by-step process of elimination to attempt to isolate the problem that I was having. She also asked me to capture a video of the problem that I was having. I recorded a rather long (15+ minute) video and I had difficulty uploading it in an email to her. She then assisted me in providing a solution in a format that would allow me to share the video with her. After a lengthy process of elimination (and patience), it was determined that my laser had to be replaced. I boxed the unit up and a label was provided. UPS was notified for pickup (by Susan) and the unit was picked up. I was reimbursed for shipping supplies as well. I received my new laser unit within DAYS of shipping out the defective unit! I couldn’t ask for anything more!

Hi all
Just an important note for you all
XTOOL 40WATT laser module for d1 pro if the fans crap out THEY CANNOT BE REPLACED and the module is USELESS without them it overheats
This come DIRECT from XTOOL themselves
They have FAILED to notify any customers about this and I bet you didn’t know this either

I'm so grateful for the service I received for my Xtool M1 Ultra and wanted to thanks sincerely the support team for accompanying me during the all process. Good team support and quick response.

I had an issue with my xTool F1. It started making a terrible screeching noise, the blue light/dot would not come on, and it would not engrave. I contacted support via the support website and received a fast response. After a couple of messages back and forth and some basic troubleshooting, they agreed to replace my F1. They sent a return label, I shipped the defective unit back and they sent a new one quickly.
Overall, a good experience with "Maxton" and "Terry" at xTool support.

I’d like to share my real experience with xTool — especially for anyone considering buying their high-end machines like the F1 Ultra or the AP2 air purifier. I run a small business that relies on precise and reliable equipment, so I invested in what I thought would be a premium setup. What followed was one of the most frustrating and exhausting customer journeys I’ve ever had.

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December 2024 – My brand-new F1 Ultra and AP2 purifier arrived. Right from the start, the laser lid didn’t close properly. I reported the issue immediately.
Their first response? They sent me a replacement laser shield, which I had to install myself. I did that — but the issue remained.
When I followed up, they simply said it was “within spec.” Which is absurd — we’re talking about a high-power laser here.

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Early March 2025 – With the issue still unresolved, I was told I could only get a replacement unit by paying a €1600 deposit. Only once the money was received would a new device be shipped. The other option was to return the faulty unit first, and then wait. So, not only was the machine faulty from day one — I now had to either risk more money or lose more time.

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Early April 2025 – The AP2 air purifier completely shut down. A red triangle warning appeared and the device stopped responding entirely.
I had already cleaned every filter, checked for dust, washed the cyclone tray, and even tested the fan manually — it spun freely. Still, the unit remained unresponsive. Not even Manual Mode worked.

I opened a support ticket, clearly described everything, and attached photos. What did I get?
A generic link to a troubleshooting article and a request for the serial number — which I had already submitted when opening the ticket. These are small details, but they reflect poor case handling and a lack of attention.

After explaining multiple times that the unit could not be tested further because it was fully locked out, they kept asking me to test filters I couldn’t access. Meanwhile, my business was on hold — again.

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And what did they offer as compensation for two malfunctioning units, weeks of lost productivity, hours of unpaid troubleshooting, and all the stress?

An €80 gift card.

Honestly, after everything, it felt like an insult more than a gesture of goodwill.

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Throughout this entire experience, I repeatedly brought up EU Directive 2019/771, which guarantees a full refund or proper replacement at no cost to the customer in case of non-conformity. Not once did they address it. Not a single line. Just silence.

Eventually, after I pushed hard and escalated the situation, they offered four options for F1 Ultra replacement — one of which finally didn’t require a deposit.
But let’s be honest: this still isn’t a fair solution. It’s just the least bad option among a group of bad ones.
The only truly acceptable approach would be for them to ship the replacement unit first, and if needed, have the courier take the faulty one at the same time. How that’s arranged is not my job — it’s theirs. That’s what a real customer-first experience looks like.

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To summarize:
• Two devices with serious issues straight out of the box
• One dismissed as “within spec,” the other completely dead
• Self-repairs expected from the start
• €1600 deposit demanded for a replacement
• Compensation offer that’s borderline insulting
• Legal rights (EU refund law) blatantly ignored
• Poor internal case management and repetitive responses
• A customer support experience that left me feeling alone and powerless

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If you’re considering buying from xTool: don’t.
The products may look sleek, the branding may be polished, but if anything goes wrong, you’ll be chasing answers — and you’ll be doing it alone. This is not a company that stands behind its customers when things get complicated.

I will be sharing this post across all relevant platforms and communities. Not out of anger, but because people deserve to know what happens after the purchase.

I truly appreciate the attention to detail to something as simple as a mirror!! XTool actions represent attention to details that go beyond excellent. XTool customer support has gone out of its way to give me outstanding customer satisfaction.
I truly appreciate XTool understanding and the support you have given me.

I’ve read many negative reviews and am confused because I have ALWAYS received POSITIVE help with whatever problems. XTool customer support has always gone out of its way to help me with any situations and to help correct my problems.
PLEASE keep up the fabulous work XTool has given me. I must give a shout out for one special person named Cara from customer support, she has gone out of her way to make certain that my problem was taken care of.
I am the one that is very thankful for XTool Customer Support and without their support I sometimes would have been lost! Thank you, XTool.

I can’t say enough about the amazing customer service that xtool offers its customers. I contacted xtool about an issue I needed help with and I was immediately contacted by Susan who went out of her way to help me to resolve the issue I had. Susan was so kind and understanding. She resolved my issue in a matter of hours and made what I thought would be a difficult situation to resolve incredibly easy. I can’t say enough about how prompt and efficient xtool’s customer service is. Thank you Susan and xtool for all you did to help me.

I had a fantastic experience with xTool support! Zoey from xTool went above and beyond to make sure I was satisfied after experiencing some issues with my machine. She was incredibly helpful and did her best to resolve my issue. Thank you Zoey and xTool!

Hello xTool Support Team,

Yes my issue is resolved and I am very satisfied with your help.

Happy Customer 😉

March 28, 2025 I decided it was finally time to buy a laser. I had done some research and the Xtool S1 40W kept coming up as a good machine with everything I needed and wanted. I was thrilled when I popped over to the website and found that the S1 40W was on sale at a significant discount, about $900 off the unit I wanted! It was listed at around $2800 (I don’t recall the exact number) with a red line through the price and a sale price that brought it under $2000. There was a clock ticking down showing that there were hours left in the sale and only 10 units left. I quickly made the purchase and eagerly awaited the arrival of my new, awesome laser. It arrived, but without expected accessories, most importantly the rotary tool which I needed. Confused I checked my confirmation email, “basic package” and went back to the website to see what went wrong. The sale over, here were the prices listed as normal retail, 40W Basic $1800, Deluxe approx. $2400, Pro approx $3100. The basic does not include the rotary tool. Knowing the “retail” price I saw when I purchased (almost $3000) I reached out to xtool to find out what went wrong. I was sure I purchased at least the deluxe. Their response, condensed over multiple conversations, no you purchased the basic, and quote.."At that time, the page did show that there was a discount of more than $1,000 between the "strike-through price" (original price) and the promotional "discounted price”" . Checking the history of this unit, over the past year, on a website that tracks laser machine prices, it was never more than $2000, let alone almost $3000. All I wanted was the rotary that I thought I was getting. They offered me 10% off if I wanted to buy it, $25 value, then 20%, $50…then an additional $100 off..total $150 if I would buy MORE from them. But I was promised almost $3000 worth of equipment for what I had already spent and got $1800 worth. With the last offer, from the manager, came the ‘threat' that I would have to pay return shipping per their terms. Their terms say customers MAY need to cover return shipping, so despite “being concerned with my satisfaction” they not only misled me at time of purchase, but are also sticking it to me because I want to return what is clearly not what was promised. I purchase online almost daily and this is, by far, the worst experience I have ever had with a company. In reality, this is the ONLY truly awful experience I have had. I did not screen shot the sale (why would I?) when I committed to buying, I will never know what really happened. The prices have changed again as of today, and the DELUXE is now listed at about the strike through price I was shown when I made my purchase. I find this experience and response totally unacceptable.

UPDATE: XTOOL finally remedied the pricing issue and shipped the items that match the value I was shown I would be receiving.

They asked me to give a review, and I'm just honest about these, so here goes:
* Tech support gets a 3-star on this one mainly because I scheduled two appointments that they missed -- and then I sent an email contact that did get their attention.
* However; once I broke through with full diagnostics completed they responded quickly.
* The fact that the equipment showed up with two bad custom cables isn't good.
* None of the hands full of USB cables I ordered quick-ship over weekend worked.
* The techs let me know that the accessory cables for the S1 are custom cables. YIKES - In the days of USB-C, a common cable could have saved a lot of frustration - and likely more to come from my fellow S1 lovers in the future.
* So the S1 laser was unusable until I had time to troubleshoot and get through to support with my findings.
*** I think the S1 equipment is tops for a small room/garage and medium-usage laser.
* XTOOL has a great reputation, and I'm confident in the equipment I purchased - and the people I worked with. Everyone has a rough spot now and then. It's what they do about it that makes a difference. *And they did take immediate action once I got through.
2025-04-29 Update:
*Support did respond quickly and sent two replacement cables - those resolved the accessory issue.
*As I suspected, there were a couple of boo-boos at XTOOL that caused their support scheduling system to be available -- even though it was not ready for live use yet.
*Although there is a half-day lag, support continued to answer my final questions, and I have happily moved forward with my lasering and burning work!
*Finally, XTOOL let me know they have updated their process to prevent similar issues in the future.

****The future will tell for certain, but I'm changing my rating from a 3-* to a 4-* based on their quick response and commitment to improving moving forward