Complaints

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:08/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 work for a production company that puts on festivals. I thought the Insta360 x5 would be great to get a good view of the festival I was working in ***** in med-may, edc. I told the performers that I had it and asked if they wanted footage. They decided that what that camera did would be infringing upon their photographic rights, so I was unable to use it. I had hoped it would work out so that maybe some behind the scenes people could use them to help the production company document. It didnt end up working out. I took the camera from the box, to the case, and then back to the box. I never even inserted the card that came with it. I just opened the package because I could not carry all the packing materials on the plane. When I got back, I debated on keeping it and renting it out to other videophiles (but decided I couldnt afford it, even if there was a restocking fee). I paid through Affirm and was told I was going to have to pay $1125 with interest for this camera. ******* website said I would be getting somewhere around $700 back. At this point I tried to reach out to EvoGimbals and got no ***ly to the voicemail I left. I wanted to know exactly what fees I would be charged. I knew it was possible the box was missing instructions, which it wasnt, and ended up finding 1 cleaning cloth (of 3) after I had sent it back, which I did by the due date. I have been paying my affirm payments every month and have reached out by email, online web form, telephone, and voicemail. No one has returned my call. When I filed a complaint with ****** today, they wrote back saying the camera was extensively damaged. The ****** *** told me they denied the refund. That is just fine with me. They can just send me back the return and I will continue to pay for it as scheduled. That is all I would like to see happen.

  Business Response

  Date: 08/07/2025

  This customer purchased this camera May 8, 2025. He returned it with severe damage. (See photos attached). It has been a few months and camera has already been sent back to the manufacturer to be repaired if it can be, so there is not a possible way for us to send it back to him. ** is not being honest about the condition of the camera upon return. We sell thousands of these cameras a month and they have a very reputable business model with a ton of happy customers. I do not believe it is ok  for him to be requesting this so late. We answered any voicemails and I do not remember seeing any emails or voicemails from this customer. Today is the first I have heard anything about this. We would be willing to offer a $200 refund, but that is the best that we can do considering the damage to the camera.

  Customer Answer

  Date: 08/20/2025

  Evogimbals did reach out to me through ******. They told me that for the purchase of the camera and accessories, they would refund me $200. The cost of the camera, which they say was damaged and had to be sent for repairs (that, based on my research, are not repairable at any facility that services insta360 cameras nation wide, that I payed over a thousand dollars for. They have both the equipment and the money, as it was paid for through Affirm to break up the payments. I have been paying these consistently as it could mess up my credit for life. I had included a letter explaining my situation and how the camera had been used. The $200 wouldnt even reimburse for the accessories included in the package. A stick to extend the camera. A 1 TB memory card. A gps tracking unit that could be used as a wearable. All of these things had a cost included in the $1100 and the company will not reimburse. Its obvious to me that this business isnt running legitimately being afforded the opportunity to still sell merchandise on ******, depute a fair percentage of negative reviews and illegitimate refusals to refund money for legitimately returned products. Please let their comments and rating reflect their indiscretions. Protect the consumer from these robbers. I have sent my equipment back and they refuse to refund me the amount required by their agreement with ******. Please help me.