Review Time
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.
We believe it's important to share our experience with the company, highlighting their inadequate treatment of paying customers. We purchased a product two months ago, and from the start, it was faulty—numerous components failed, preventing full use. Each time we reported issues, the company acknowledged the faults but was slow to respond. After weeks of delays and subpar support, the main unit is now defective. Instead of addressing the problem, they requested a €750 deposit before sending a replacement and expect us to cover shipping and packing costs for the faulty unit. These demands violate EU consumer law, which mandates that repairs, replacements, or refunds be provided at no charge and without unnecessary delays. We have been patient for two months, yet the product has never been usable. EU law clearly states the seller is responsible for all costs and must act swiftly. Instead, we are being stalled and made to feel at fault. While influencers may receive free products and showcase only the positives, real customers like us are left with defective items and unwarranted demands. Transparency is crucial. If you're considering purchasing from the company, be aware of how they treat genuine customers when issues arise. Very disappointed. Update: I shared our experience online, and it gained attention, leading them to delete my post. This speaks volumes about their disregard for customer care. STAY AWAY! Update No. 2: It appears the company is suppressing our posts to hide our story. What more evidence do you need to avoid them?
There seems to be something off with the store in France! I received the verification code in my spam folder. UPS wanted to charge me tariffs on a tool coming from France, which is part of the EU. Additionally, the store appears to have issues with numbers and invoices. The store in France is linked to an online marketplace where I made my purchase.
The products are great, but the customer service is even better. After reaching out regarding a delayed delivery of an essential order, the company acted promptly to ensure my experience was positive. Thanks to the representative for the quick response! I know where to look for additional laser machines.
I wanted to share my thoughts on the company and the shipping concerns I faced. I made a purchase and had to use a bank transfer due to limits on my card. Typically, bank transfers are quick, so I expected immediate acknowledgment. I was a bit worried about potential mistakes and opened a support ticket for confirmation. I feared delays, but within three days my order was acknowledged, and shipping began. Six days later, I received my machine and additional packages, which is quite good for shipping to my country. Overall, the support team is doing their job well, and while the purchase and shipping process could be improved, it’s acceptable as it stands. The product and software quality are impressive.
We feel it’s necessary to make our experience with the company known, as it highlights their poor treatment of paying customers. We purchased a product two months ago, and from the start, it was defective—multiple components failed, preventing us from using it properly. Each time we reported problems, the company acknowledged the faults but was slow to act. After weeks of delays and inadequate support, the main unit is now also faulty. Instead of resolving the issue, they demanded a €750 deposit before sending a replacement. They also expect us to handle shipping and packing costs for the defective unit ourselves. These requests are illegal under EU consumer law, which requires repairs, replacements, or refunds to be offered at no charge and without undue delay. We’ve been patient for two months, but the product has never been functional. EU law is clear: the seller must cover all costs and respond quickly. Yet we are being stalled and treated as if we are at fault. While influencers may showcase only the positives, actual customers like us are left with malfunctioning products and unwarranted demands. Transparency is key. If you’re thinking of buying from the company, be aware of how they treat real customers when things go wrong. Very disappointed. Update: I posted about our experience online, and it gained traction, leading them to delete my post. This is very indicative of their lack of concern for customer care. STAY AWAY! Update No. 2: It seems the company is suppressing our posts so others cannot see our story. What more proof do you need to avoid them?
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xTool provides multiple laser engraving and cutting machines of various features, to make sure there is always one that
meets your needs for laser creation.
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