Reviews

This profile includes reviews 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

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  Insta360

  2323 Main St, Unit 16 Irvine, CA 92614

Review Details

• Review fromCharles D

  Date: 11/30/2024

  1 star
  I ordered an insta360 X2 in December 2023. Not long after ordering it I noticed the device didnt work properly but I assumed it was user error. Over the next few months I only used it a few times. It would overheat and I kept buying memory cards because it continued to give me an error.About 7 months in, the camera would just heat up drastically and no matter how many memory cards I bought, it would randomly shut off or stop recording. I reached out to the company and Im just thoroughly disappointed with their feedback. They told me it wasnt u see warranty and could do nothing, then continued to tell me it was my memory card. I told them, the memory card shouldt cause it to heat up. They continued to tell me it was the memory card. I even bought the exact memory card they told me, and it continued to have issues.I finally asked them if I could return it. Right before following their return instructions I noticed the instructions said, I had to cover postage, they would only fix it under their limited warranty (which they already told me it was no longer on) and they would send me a quote for a replacement device if they determined the camera error was my fault (its brand new and only used a few times).Honestly, this is just poor customer service. I explained the issue with the camera, I gave them examples, I sent them pictures. The camera is expensive. Their customer service is lousy. The company seems to be shirking their responsibility. Im sure they make enough money to send me a box and have their technicians look at the camera free of charge. Especially if its defective.I wont be buying another product from them and I plan on letting all of my friends know this story.

• Review fromRichard P

  Date: 11/27/2024

  1 star
  Stay away from this company!!!!! Great camera but HORRIBLE CUSTOMER SERVICE. DONT TRUST A COMPANY WITHOUT A PHONE NUMBER!!!Requested a replacement for a lens protector in May 2024. Completed all the forms and got an email stating that the team will review it and will provide a response. Its now November and no response. I finally was able to contact someone through their chat feature. Spent over an hour waiting after providing pictures and explanation of what happened and they still have me waiting. And now over 2 hours no response.

• Review fromDavid C

  Date: 06/25/2024

  1 star
  I recently had a disappointing experience with Insta360 when I mistakenly ordered the wrong camera model. As soon as I realized the error, I contacted their customer service before the item was delivered, expecting a straightforward resolution. However, their response was that I had to wait for the delivery and then return the item for a refund.Upon receiving the camera (which remained unopened), I reached out to their support team to obtain a return label. What should have been a simple process turned into a week of back-and-forth communication. Not only was getting a return label more complicated than anticipated, but I was also informed that a $12 fee would be deducted from my refund.This policy and the lack of efficient customer support are very inconvenient, especially since the error was identified early and the product was never used. The experience has been frustrating, to say the least, and has significantly diminished my opinion of Insta360. This is not what I expected from a reputed tech company, and I am disappointed by the lack of customer-oriented service.

• Review fromPatrick C

  Date: 08/25/2023

  1 star
  I bought a insta360 RS One direct from Insta360. Got it home and it didn't work. Would not read memory cards. Contacted company they had me do some troubleshooting, which is fine and still did not work. I took a video of how the cards worked in my gopro but not the insta360. They kept telling me to unplug and reseat the camera, reload software, format cards. All I wanted was to return the camera for a working one. Finally I got fed up with them telling me to try the same thing over and over and I asked for my money back. Then I got more run around until I said I was contacting the BBB and my Credit card company. Then 2 more weeks of run around and I finally got a full refund.Plus you're emailing people in ***** so its almost always a day, or more before you get a reply.This whole ordeal was 1 month from when I ordered to when I got a refund. If you want to buy something that insta360 makes I suggest you buy from amazon because you'll get a refund or replacement if you happen to get a bad one. These cameras get great reviews but they have now ruined me on their product and i'll never try another one! Every one get a bad product out in the field, but Insta360's lack of customer service makes them a major fail!

• Review fromFatima C

  Date: 07/24/2023

  1 star
  Insta 360 of ***************** sold me a defective camera. First the camera I spent $615.00 ordered it on June 23 on July 29th I contacted the company relating it mal function and defect. I was told within ********************************** didnt happen. I called them back requesting refund but they didnt care about my request. Now after calls after calls emails after emails. They are telling me they cant refund me. I sent them videos proofing camera defects but they still ignoring me. They purposely delayed communication to not take ownership of the problem. This is a lousy Company who will not take care of their customers when problems arise. Im very frustrated that my money was badly spent on a defective problem and solution seem be ignored.

• Review fromC A

  Date: 06/09/2023

  1 star
  I purchased an X3. My six year old dropped it causing a scratch on one of the the lens. They refused to send the replacement lense to fix myself. So I shipped my camera for repair and the review showed both lenses scratched. I conceded to the ridiculous proce of 2/3 of the camera to have both lenses fixed. When using the link for PayPal repair, my account was flagged. That was weird but I was still I reached out via email and chat to have get the email to pay directly through the PayPal app. I asked for the email for inputting into the app well over a dozen times and they didnt help at all. They refused to send the payment email so that I could input it directly to the PayPal app. Its all really shady and its wild that an action camera could a) be damaged so easily b) they dont support right to repair c) additional damage was documented requiring a higher fee for damage that wasnt present when it was shipped d)I cant even get them to provide me with an email to pay directly through the pay pal app after their links flagged my account. The X3 will break incredibly easy, the company will charge a very high amount for parts and labor to fix, the fix doubled with additional camera lense scratches the company and the x3 are not worth the headache for an action camera or the price and headache of repair. Im waiting to receive a response requesting my property back from them because the service lines are terrible.

• Review fromcris k

  Date: 12/12/2022

  1 star
  I bought a camera from the insta website, but I didn't receive it. The customer service want me to contact ***** by myself. I have been waiting for almost two weeks, and I have not received a valid response.