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Business Profile

Video Production Services

Insta360

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Video Production Services.

Complaints

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

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Insta360 has 2 locations, listed below.

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    • Insta360

      2323 Main St Unit 16 Irvine, CA 92614-6222

    • Insta360

      2323 Main St, Unit 16 Irvine, CA 92614

    Customer Complaints Summary

    • 27 total complaints in the last 3 years.
    • 14 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/25/2023

      Type:Product Issues
      Status:
      Unanswered
      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 a camera and accessories with insta360 for $495. They sent the package to the wrong address that did not match the order number. I checked with **** and they confirmed Insta360 used an different address than the one I provided in my order. I have called and emailed multiple times showing them they sent my order to the wrong address and they can clearly see the tracking and address they used does not match and they won't refund me or send a replacement item. They just keep telling me they're "looking into it" and that I have to contact ****. They are not refunding me or sending me replacement items for what I purchased. I have been contacting them for weeks.

    • Initial Complaint

      Date:05/15/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 a flow gimbal from insta360. It did not work properly from the start. I contacted support and requested a return. They asked for proof. I've sent them over 4 videos clearly showing that the item doesn't work. I've purchased 2 cameras from them already and I can't believe that they won't let me return a defective item. This is terrible customer service, especially for a loyal customer.

    • Initial Complaint

      Date:04/20/2023

      Type:Product Issues
      Status:
      Unanswered
      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 r purchased an Insta360 X3 camera from their website. However, I am not satisfied with the X3 camera overall quality. I reached out to their customer service next day to request a return. however, they kept kicking the ball around to tech support then back commercial. back and forth. they are not willing to issue a return or let me know how to return it. where to return it too. because when they ship the product it doesn't come with a receipt either. it's a scammer.

    • Initial Complaint

      Date:04/18/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 this camera expecting a working product. However it does not work as advertised. I had issues with recordings stopping for no reason since the day I purchased this. It was received on 08/08/2022. I used it on 08/10/2022. I noticed the recordings stopped randomly and contacted the company on the same day 08/10/2022. They assured me it was a fluke and NOT a problem. However it kept happening. FINALLY they issued a firmware update on 12-07-22 admitting there was an issue.Version 2.0.8 Firmware (******************************************************************************************************************************) states: "4. Fixed an issue where the ** 1-Inch 360 Lens may drop frames and stop recording when recording 6K@30fps video."The issue is, as of 04-17-22, it has NOT been resolved and the product is not as advertised, so I would like to return the item. I feel like they strung me along telling me there will be a fix, but never actually fixed the item.

    • Initial Complaint

      Date:04/08/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      So your smooth marketing material claims the camera comes with an Android app. ONLY after the customer hands over nearly $1000 for a ONE-R twin edition do they find out Insta360 has lied to their face committing felony fraud in the process. Contrary to claims made by Insta360 and their sales representatives, the crack support staff say this app is only supported on Kirsin and SnapDragon. They refuse to admit it but in lay terms, that means they only support garbage from Huawei. Breaking news, insta360. Huawei is banned in our country for espionage charges linked to **** and the communist part of *****. Since you obviously can't come anywhere close the false promises and claims made through your advertising, the least you can do is give me my money back so I can buy something that works with products that aren't flat out banned in my country. If that's too much to ask, we'll see you in ********** court where the penalty for felony fraud is a minimum ******* USD.

    • Initial Complaint

      Date:02/07/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 recently purchased an Insta360 X3 camera from their website, including the motorcycle mounting kit. However, the X3 camera does not work. It overheats and freezes and will not record anything successfully. Since it's within the 30 days of purchase, I reached out to their support to get it replaced, but they just keep giving me the run around. I also attempted to return and replace it, but instead they sent me to their tech support. Their tech support hours are at ************ time and not PST, so I have not been able to have a successful conversation with them. Additionally, the tech support keeps asking me to update the firmware, take a video, replace the battery, and myriad of other things instead of just replacing the faulty X3 camera.

    • Initial Complaint

      Date:12/09/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      INSTA 360 CAMERA OVER HEATED, VERY POOR CUSTOMER SERVICE, WILL NOT REFUND , AND IT DIDNT STATES ON THEIR WEBSITE ABOUT NO RETURN OR REFUND

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