Complaints

This profile includes complaints for Insta360's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Insta360

  2323 Main St Unit 16 Irvine, CA 92614-6222

• 

  Insta360

  2323 Main St, Unit 16 Irvine, CA 92614

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/02/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint regarding my frustrating experience with Insta360 concerning the Flow Pro gimbal. I request escalation to executive leadership, as customer service has failed to resolve my issue despite multiple attempts.I purchased a brand-new Insta360 Flow Pro directly from the company. The gimbal did not function properlyit failed to maintain calibration and the motor fought itself. After troubleshooting, I returned the unit in perfect condition, with all packaging, factory labels, and accessories, including the magnetic phone mount.After a long delay, I received a replacement that was clearly used, showed signs of handling, and was missing the magnetic mount. Without this mount, the gimbal is unusable.Weeks later, Insta360 offered me the option to select an accessory from their store, but everything I tried was out of stock. This did not address the missing mount I ************, they want me to return the unit again and wait another month, risking losing the entire product. I have already completed this return process twice, incurring costs for shipping labels, packaging, and time driving to drop-offs. I refuse to do it again and have requested they arrange a third-party pickup, as I cannot drive 30 minutes to ***** during workdays. This request remains unmet.I returned a new, complete product in good faith but was sent a used, incomplete unit. **************** has been slow and dismissive, showing no accountability

• Initial Complaint

  Date:07/28/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have marketing emails that I am unable to unsubscribe to. There is an unsubscribe link but it is broken.

• Initial Complaint

  Date:07/15/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an insta360 x4 package on 7/5 for $377. The package was delivered on 7/10. I contacted insta360 immediately to let them know that my package only contacted the invisible selfie stick and the black lens case- that the camera itself and lens covers were not in the package. I bought this purposely for vacation (National Park hiking trip) and unfortunately I was leaving the next day. The only response I got was that they would contact ***** and get back to me if they heard anything. Not only do I work 3 jobs to afford life, but to purchase items I save for. $377 isnt cheap, and when you plan on purchasing an expensive item for a trip, you expect to get it, or at least get the help a customer deserves when they dont get stomach. I completely understand looking into what happened- but dont tell me youll be in touch if you hear something. Its 7/14 now, and no response, no solution, no well get this overnighted to you NOTHING. They just care about their money. I reached out again yesterday checking in; and I got the same response, they will be in touch if they hear anything. Im sorry, but Im not going to sit tight and let almost $400 go down the drain. I have emails and communication if needed.

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sell a product require spyware level access to your cell phone and data without predisclosing their ****** requirements. You are hundreds of dollars before you discover that you have an expensive paperweight unless you allow them to **** YOUR PHONE AND DATA. Just another tech company s******* their customers and harvesting their data at an insanely invasive level.

• Initial Complaint

  Date:05/08/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had bought this as a package deal from insta360. Their clamp failed and they are blaming that I used an aftermarket part on the clamp. The clamp had no modification to it. Now they are denying my claim and wanting me to pay for it. That clamp clearly failed with the s**** coming out and I provided that picture. They have it on file and I am currently looking for it. The company also gave me the run around about asking for all this information. I had to send in several things that they requested numerous times before getting a decision on fixing it. They have had this camera since April 15th and I just got told that I am responsible for payment.

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ordered the Insta360 X4 Get-Set Bundle from ****** on May 3, 2024, and the total is $503.4. The original warranty is 1 year and it is still in warranty now. The problem is that: On April 5, 2025, I used the bottom of the x4 with its selfie stick just like normal use, and the bottom of the camera case broke and shook. So I want to send it back and get a solution, like a repair or something else. I applied online through the Insta360 website: Insta360: IWOQBE2250408005548E, Request Date 2025-04-07. I took a picture of the issue on camera and mailed it to the place on the shipping label on April 9, 2025, and they received it on next day. The inspection was done on April 10, 2025. Then I started to receive emails from the company. and have been kicked from this department to others. They kept asking me questions and provided more pictures and videos, and I did it. I will put screenshots of all emails as attachments below. After one and a half weeks. The customer service said that "I shall be escalating this case to the relevant team to check and assess on what to do next. Moreover, I shall be putting this case on hold," on April 19, 2025. Therefore, I was just waiting for more information from them and did nothing. Today, I received another email that said: "We would also like to take this opportunity to remind you that, notice of proceeding with inactivity under this thread in the next 48 hours, we will proceed to close this ticket." It is so weird, and they are irresponsible to the customers. So I decided to be here and want you to help me find the solution. As a customer, my requirement is really simple. help me to repair the camera case under the warranty, or they don't even give me the price let me choose. I need respect and good solution on this case.Thank you so much.

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been promised a refund multiple times by insta360s customer service for a purchase of an X3 camera in December of 2024. They have multiple times promised me a refund, but it never actually happens. They are currently lying to my face about it, claiming that the funds are frozen because of a dispute that was closed around 2 weeks ago. I have confirmed with my credit card company that the dispute is closed, and that the money was never frozen in the first place. Insta360 is lying to avoid theyr promises. As a consumer I am very unhappy with theyr customer service.

• Initial Complaint

  Date:04/07/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on March 16 for multiple camera components. When I received the order around March 21st, I realized I had 3 items double ordered (meaning I accidentally added an extra quantity of the same product on 3 different objects). I then went to the website to initiate a return and request a refund on said articles On March 21st. The business did not acknowledged my request until March 22nd. After extensive back and forth over the next week, insta 360 offered me a $5 refund to keep the items and close the matter altogether. I objected and declined the offer on March 27th. Then they tell me they will initiate the return process and I have been reminding them I need these instructions since March 27th. On April 3rd, they tell me They will forward my request to the appropriate team and I still have not heard back since. Their customer service is horrible and they actively ignore customers to avoid processing refunds. I am seeking a full refund on $230.00 for items I do not need or want.

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the insta360 link 2c webcam. It is not working properly, video lagging so my voice doesn't match my expressions. It looks like it's dubbed. I cannot find a fix and there is no technical support other than chat yet there's no one to actually chat with. I got a response from the bot that I will get a response in a few hours. What??? That's crazy. What's the point in having a chat option when you can't actually chat with anyone? It is also using 48% of my CPU and memory. My laptop feels like it's on fire. Not happy about this at all.

• Initial Complaint

  Date:02/05/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im seeking a full refund of my purchase and filing a claim against Insta360 for predatory business practices of refusing to deliver or return/refund a product until agreeing to pay an unspecified fee and violating the terms of their own return and exchange policy. I ordered a camera from the Insta360 online store on 12/24/24 for $424.99. After receiving a shipping notice from ***** on 12/27 made a request with ***** to have an in store pickup. I contacted ***** on 1/13/25 after the first tracking update I received on 1/6 showed the package at a nearby location awaiting delivery instructions. ***** informed me over the phone my package was marked not deliverable for a non specified reason and that they were awaiting delivery instructions from the shipper since they were not able to confirm my pickup request had processed and I was not authorized to make delivery changes. I first contacted Insta360 regarding this on 1/14 and after several weeks emailing back and forth attempting to resolve the issue, they informed me that it was not possible to deliver my package or update the delivery to a new address which is contrary to what I was told by *****. It was only after I was notified by email that they would not attempt to deliver my package that I then made a request by email on 1/25 asking the seller to return the package and issue a refund of the purchase price which they refused unless I pay for all shipping charges and they would not specify an amount despite my asking. I dont feel that is fair as their return policy states they provide shipping labels for return products within 15 days of product receipt and I had never received the product. Additionally, the only request I had made until that point was to have my package delivered which the seller ultimately decided they could not do. I dont feel I should be penalized in a situation entirely out of my control for the sellers inability to properly ship the product and their delay in resolution.