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:01/12/2025

  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.

  Defective merchandise merits a part replacement to which they agreed to in writing several months ago. While constantly promising to get back to me within "***** hours" this clowns keep passing the **** and punting my case to the next person. Each time I hear more and more lies about how the case is important to them. Time has come to get off your **** butts and deliver on your promises before you end up in California court for fraud and lying to your customers.

• Initial Complaint

  Date:11/25/2024

  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 made refund request on the company's web site. In my initial return request. I clearly stated, that the bike tail mount kit didn't fit my aero seat post on my 2024 cervelo s5, with the supplied screws. The screws provided screws were too short. Secondly, there wasn't sufficient space for the seat rail clamp to attach to the seat. in a subsequent email that I received from insta360 that went to my spam mail. Insta360 asked me to explain the compatibility issues with bike. I stated the same information that was stated in my initial return request. Respectfully, I made are request for a refund. Not to request help or advise from their engineering team.Finally, I received and email stating, that my return was denied, because it was out of the 15 day return period The order was placed on 10/07/2024 and the return request was made on 10/10/2024 .

• Initial Complaint

  Date:10/10/2024

  Type:Order 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 ainsta360 4x with the motorcycle kit in May of 2024. On or about September 8 I was riding my motorcycle with the camera and selfie.stick attached when the stick failed resulting in the camera and stick falling off and being lost. The design has a s**** in platform to attach to the mount. The failure point was where the stick was held with glue and that was the fail point. Very poor design and they refused to replace saying I didn't follow the none existing instructions

• Initial Complaint

  Date:10/02/2024

  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.

  On September 20, 2024, I placed an order for a Standard Bundle, Midnight Black, 128GB Insta360 GO 3. This order was delivered to me by ***** on Friday, September 27, 2024, with the tracking number ************. After using the camera for a few days, I found that it did not meet my expectations, leading to my dissatisfaction with its performance. Consequently, I decided to initiate a refund request. On Monday, October 1, 2024, I followed the instructions on their website to request a refund, noting that their refund policy permits customers to do so within 15 days of receiving the product. I promptly received an email from Insta360 confirming the receipt of my return request, which requested that I provide detailed information regarding the issues I encountered, along with any relevant pictures or videos. I complied with their request and sent the necessary information; however, I did not receive any further updates. The following day, I awaited a response but still heard nothing. Therefore, I sent a second email to inquire whether they had received my previous message and to request an update on the status of my return request. I have made multiple attempts to contact the provided phone number, but each time I was met with an automated message indicating unavailability. Additionally, I reached out to their chat support to check on my return request, but the support agent repeatedly ignored my inquiries regarding the ********* this point, all I seek is a full refund.

• Initial Complaint

  Date:06/13/2024

  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 bought this new camera from insta360 (they ship from *****) with this kit to protect the lens, what they call standard and premium, which they charge premium for it. After seeing so many review, I found out there is problems of flare and light with those lens guard protections, and before they shipped I asked to change the package, because I didn't want to spend extra for something that is not working properly.They responded me that wasn't possible, because it was about to ship. That's ok. I asked to then returned, they never answered back. After many many e-mails I send, after almost 2 months, they responded they could "open an exeception" for me and have it returned.Now I don't want to return anymore after all this time, I lost the opportunity to film a nice trip after all this time, and I want a reimburse for those lens guards, which are useless.I don't understand why this kind of company operates in *** and trying to make their own rules. We have the rights here to return anything, but they think they don't have the rights of the post sales, defective products and all that. Really frustrating experience. This company is having issues in many places.

• Initial Complaint

  Date:03/31/2024

  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.

  Here is a quick summary of what happened 1. my order was received on Thursday 3/14/24 at 10:38 AM2. I requested a return and refund onThu, Mar 14, 2024, 8:24 PM with request #****** to inform you the camera has an issue running and will not power on.3. After a few days of back and forth with your email rep, my return request didn't go through. I ended up needing to call the customer representative. They confirmed this is a hardware issue and processed the return request. On the same day, I returned the camera itself without battery and other accessories per customer service's instruction. ********, 2024, 10:24 GMT+8, insta360 refused to cover the cost to return the camera, even because there is a hardware issue with their camera.

• Initial Complaint

  Date:02/26/2024

  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.

  This company is not trying to send me a new product under warranty and I have only had this product for 3 months. They claim that their product failure is not reasonable to send me a completley new device. They are trying to get me to pay $200 for a repair instead of covering the device under the warranty I PAID for! I spent $500 on this product and the company is not willing to come to a conclusion on helping me out. They just keep trying to get me to pay for a repair when this is not what I want! This is not right for them to treat me like this and keep prolonging the process of my new camera getting sent. They keep doing everything in their favor to not send me a new camera from THEIR product failure. They were willing to send me a new camera mount and 50% off of the repair price which is still $125. I do not have the money or am willing to pay that amount from which I already paid when first purchasing the camera. I am willing to pay the shipping cost for a new product. I should not have to pay for a repair when I paid for warranty at first purchase.

• Initial Complaint

  Date:02/08/2024

  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 purchased an Insta360 One X2 camera and accessories on January 21, ****. The order number was INS0002401212156029748A42. I then initiated a return on January 25, ****, well within the 15 day return period. The camera was never opened and is still in its original packaging. I have not heard back regarding my return request, and it has been over 2 weeks now. I have attempted to contact Insta360 via phone and email, but they have not been helpful at resolving this issue. I simply would like a refund for the camera and lens cover which is $304.99, but it is impossible to contact anyone to help me.

• Initial Complaint

  Date:01/29/2024

  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 an Instal360 X3 Action Camera (made by Arashi Vision LLC) on 7/25/2023 from Costco.com in the amount of $466.39. The camera included a 1 year warranty through Arashi Vision LLC. Upon testing the camera over the following months I discovered a defect that loses footage every 29 minutes. I contacted the company via their online chat at Insta360.com on 12/20/23. Through a series of messages back and forth, they claim that losing footage every 29 minutes is a "feature" they have added to the camera. As they consider this defect as a "feature" they will not offer warranty replacement, exchange, or refund. This camera does not work as intended due to losing footage every 29 minutes, yet I am stuck with it as Arashi Vision LLC will not honor their warranty to provided a product free of defects.Chat log is attached.

• Initial Complaint

  Date:09/17/2023

  Type:Service or Repair 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.

  The camera failed under warranty. They have admitted it. There is a scratch on the lens that I don't want repaired. It has nothing to do with the failure of the camera. It's a scratch on the lens. The camera failed because of water intrusion. They are not warranting the camera as that have admitted failed under warranty unless I pay for the lens. I do not want the lens fixed and they are declining to fix the camera. They are saying they ate replacing the camera but wasn't me to pay for the lens as there is a scratch. I'm not going to pay for a lens that I'm not actually going to get back as they are replacing the whole unit. I'm not going to pay for a lens that I'm not technically getting back. I understand the scratch on the lens is not covered under warranty. But I'm not asking it to be covered and it has nothing to do with what caused the camera to fail. The other thing that ***** is no customer service during the day.