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?
Claim your business profile now and gain access to all features and respond to customer reviews.
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.
