Insta360 creates boldly innovative products that help people capture and share their lives. With a "Think bold" mindset, Insta360 is reimagining the limits of action cameras, 360 VR cameras and traditional photography solutions. Powered by AI, the brand's video editing software is revolutionizing the way creators make engaging content. Insta360 is dedicated to helping a new generation of athletes, creatives, adventure travelers and professionals bring their ideas to life.
Defective Product & Worst Customer Service Experience Ever - Insta360 Flow 2 Pro Series
I purchased the Insta360 Flow 2 Pro Series as a gift for my husband for an upcoming trip and it arrived completely defective out of the box. What followed was 24+ hours of the most frustrating customer service experience I have ever had and I still don't have a resolution.
I was told by one representative that she had received approval to ship a replacement without requiring me to return the defective item first, given that I am traveling this Saturday and this was a gift, that seemed like a reasonable solution. The very next representative told me the complete opposite and said I had to return the item before a replacement would be sent. No one on their team seems to be on the same page and I am the one suffering the consequences.
To make matters worse, Insta360 does not even have a customer service phone line to call into. My only option was to call their technical team, who promised a follow up from a supervisor within two hours that never came. I have followed up all day long, cannot reach a supervisor, and have been met with nothing but contradictions and delays.
Do not let the great product reviews fool you, if anything goes wrong with your order, you are on your own. I would think twice before purchasing from a company that treats its customers this way, especially when a defective product is involved.
1 star — and that is being generous.
I ordered several items from the Insta360 online store, including the Ultra Telephoto Lens for the Luna Ultra and the Backpack Mount for the Luna Series. Both were listed as available, with no out-of-stock or pre-order warning.
Only after paying did I learn from support that neither item was in stock, and that the lens would ship in mid-to-late October because of production limitations. Support also said the delay affected orders from the initial sales period, so it was a known issue, yet the products were still sold as available.
Since the telephoto lens was the main reason for my order, I cancelled everything and asked for a refund. To be fair, the support agent was polite and processed the refund request quickly. As of [data], the refund is [pending / received].
Customers should see real stock status and shipping times before paying.
Insta360 sent me an incomplete order and now customer support has stopped responding.
I purchased several products directly from them in two separate orders placed only minutes apart. I first ordered the camera/diving package, then the carry-on l, fast charger and an additional battery.
When the orders arrived, the extra battery and the fast charger I paid for where missing.
I contacted Insta360 immediately and have followed up literally every day.
Their support agents repeatedly told me they would investigate and follow up, but no actual resolution was provided.
Today I asked again for an update. After multiple messages, they simply stopped responding to me.
I have screenshots of the entire conversation, my orders, what was delivered, and every attempt I have made to resolve this directly with Insta360.
I wasn't asking for anything unreasonable. I simply wanted the product I paid for or a proper resolution.
At this point, the experience has been so frustrating that I no longer want to keep the products. I want Insta360 to provide a proper return solution and refund.
I'm posting this because customers considering ordering directly from Insta360 should know what my experience has been.
Insta360: please resolve this case instead of continuing to ignore it.
Returned a product via Insta360's shipping partner. They now say the package was empty when it arrived. They don't want to file with the police, show who signed for the package and share the shipping log.
I've contacted the local police and they tell me this is common practice and an easy way to keep both the product and your money.
The service is horrible and they dodge every question to get more info other than a made op name of an employee. Beware, scammers!
Deceptive VAT scam and fraudulent shipping practices! Beware! This company is using a highly deceptive and fraudulent invoicing scheme for EU customers.
When I purchased a camera from their official website, they charged me the full amount including 20% EU VAT (€46.50), promising hassle-free delivery. However, they secretly issued two completely different invoices. The customer invoice shows VAT was collected, but the official shipping invoice sent to FedEx was marked as "CIP" (Carriage and Insurance Paid), meaning VAT was NOT paid to the customs!
They attempted to force me to double-pay the taxes at the border and handle the customs clearance myself, effectively pocketing the VAT I already paid them. When I caught them and refused the delivery, they panicked and tried to pay the fees to FedEx 5 days late, but it was too late.
The package is now returning , and I have initiated a chargeback with my bank. Total scammers! Avoid purchasing directly from their website—use local EU distributors instead. "Suckers360" at its finest.
To insta 360:I actually really wanted this go 3s retro bundle and was looking forward to using it, but you ruined the whole experience with your scam.
It sucks to be on the receiving end, doesn't it?🤏
"Thank you for confirming publicly that all customs clearance and duties within the EU must be covered by you (the seller) and that I should not bear any charges.
However, your logistics team shipped my package under CIP terms, which directly forced Bulgarian Customs to demand that I pay the 20% VAT all over again, even though you already charged me €46.50 for VAT at checkout! This is double taxation and a direct breach of your own policy.
Since you claim you cannot find my order, here are the exact details:
Invoice Number: INSSGAE9260520151525026AC5
FedEx Tracking / Case: SFC36305225
Because of this massive error and your refusal to resolve it on time, the shipment has been officially rejected and is being returned to you via FedEx.Commercial Invoice / 商业发票 (от файл 8113.jpg)
Обща информация за поръчката:
Packing List No / 合同编号: INSSGAE9260520151525026AC5
Issued Date / 日期: 2026-05-21
Type of Export / 出口类型: Permanent
Shipment / 运输方式: By AIR
Incoterm / 贸易条款: CIPModel (型号)Description (品名)QTY (数量)Commodity Code (海关编码)EU HS CODE (欧盟海关编码)Unit Price (EUR) (单价)Total (总价)
CINSCATQClassic Leather Case 复古收纳包142029200004202929190€17.78€17.78
CINSAATAaction camera(GO 3S) 运动相机185258939008525890000€261.22€261.22
Subtotal:2 Invoice / Фактура от сайта (Insta360 Official Store)
Данни за документа:
Invoice No. (Номер на фактура): INSSGAE9260520151525026AC5
Date (Дата): 21/05/2026
Данни на продавача (Seller):
Company (Компания): ISTONE INNOVATION LIMITED
Address (Адрес): Unit 5, 6/F, Hang Wai Industrial Centre Block C1, No.6 Kin Tai Road, Tuen Man, New Territories, HongKong
Tel No. (Телефон): +852 21239148 Финансова разбивка:
Grand Total Before Tax (Обща сума преди данъци): €232.50
VAT/GST (20.0%) (Начислено ДДС за България): €46.50
Total Value (Крайна платена сума): €279.00 No.Description (Описание)Unit Value (€)Qty (Количество)Amount (€) (Сума)
1Insta360 GO 3S Retro Bundle Special Edition (Canvas White) || Arctic White || 64GB€232.501€232.50
2GO 3S Classic Leather Case (gift)€0.001€0.00
3Shipping Cost (Транспортни разходи)€0.0
Misleading return policy and horrible after sales service
I loved the X5 camera and decided to o ly buy authentic accessories from their official store.
Biggest mistake of my life as the accessories were garbage and don’t work….but more importantly is I’ve spent days communicating back and forth and they will not issue a full refund stating user error.
They a 15 day return policy even if you’re not happy with the product stated on their website is misleading as they absolutely will not honour it.
Insta360 store act like scammers - want to extract more money than help
Day after ordering a package (which originally had a 7 day wait for stock) I contacted customer services to try to amend the order. On live chat for 30 mins but 10 mins after contacting them (and waiting), surprisingly order moves to despatched phase and agent says nothing more can be done and that I should keep the one item (that I actually wanted to exchange for a more expensive item) rather than return it for a refund as would have to pay for return shipping.
Spent £430 on a insta360 S 3 and customer service won’t let me refund it! It’s worst camera in low light and flicking even when on auto. I want my money back
This review is about Insta360 Customer Support, not their products. In a word, Insta360 Customer Support was horrible.
Background: I bought the Insta360 X4 Basic Bundle through the Insta360 online store. It was shipped using Amazon, and arrived a day or two later. So, *sold* by Insta360 and *shipped* by Amazon.
The Issue: The X4 box had the camera and all the parts (battery, cable, etc.) but was missing the Lens Guards. This is where everything fell apart and Insta360 fell down.
The Failure: I contacted Insta360 about the missing lens guards, only to have them tell me “Because it was an Amazon order, you must go to them.” What?? It was an Insta360 order, from the Insta360 online store, with an Insta360 Order Number. Nonetheless, I contacted Amazon. They pointed the finger back at Insta360, citing them as the seller. Besides, there was no Amazon Order Number for Amazon to work with. This back-and-forth finger pointing between Insta360 and Amazon went on FOUR TIMES via chat and email. Over 2 hours of my time altogether, denied by each party four times with the same answer, all over $30 lens guards.
The Resolution: I sent a final email to Insta360 just to express my frustration, point out the black hole/endless loop they’d found (created?) between Insta360(seller) and Amazon(shipper), and let them know I’d be posting reviews of their horrible Customer Support. Surprise! They responded to that email and said they’d reconsidered and would ship me the missing Lens Guards.
Conclusion: Insta360 agents used cut-and-paste verbiage every time, like “We’re sorry” and “We understand how frustrating this must be” and “Since this was an Amazon order”[it wasn’t]. They clearly didn’t read what I was telling them, and they wouldn’t budge, *until* I said I was writing reviews about this experience.
Bottom Line: Be wary of Insta360 Customer Support and for goodness sake, don’t buy anything from the Insta360 store that will be *shipped* by Amazon, or you may end up in their endless loop of finger pointing if there’s a problem.
Customer service is absolute garbage. I purchased the warranty and also signed up for the monthly subscription which includes a warranty as well. A piece broke on it and yet it isn’t covered under either warranty. I sent it in for repair and they shipped it back to the wrong address. Fed Ex said that the address could be corrected but that only the shipper could correct it. I spent 2 weeks trying to get them to call and correct the address but they never did. It was supposed to be returned to the shipper and now they claim it got lost. But they won’t provide me a tracking number, replacement, or even respond to me. It’s been 2 months now since they received it and I was adamant that I needed it for a trip coming up.
I purchased 4 Go series and needed to return two for another device. I spent $1,300. I have tried multiple times to get help by email and online chat. No response to my emails and online chat cuts me off as soon as I tell them I need help with an exchange
I should have used better judgement when I saw their bad reviews and low ratings
Never buy this product and definitely never buy directly from Insta360
Be careful when buying from isnta360 as u might never receive it...
I purchased insta 360 camera bundle on official website, was super excited as always wanted to try this and use on ski trip, got email confirmation it was dispatched, after few days no further email updates, checked tracking updates and says it's been delivered and proof of delivery is picture of some random road not showing anything remotely related to my house or even actual item, I flagged this with customer service but they could not care less, after days of emailing they offered me 10% discount and to buy it again, it's unbelievable!! Why would I pay again for something I never received?! They telling me that they challenged handler ( Royal Mail) but claim was rejected, in my mind why would that be a problem of mine? I did not ask them to use Royal Mail, and if they scamming them they still should resend my item with someone else making sure will arrive and then battle delivery company themselves! If something been paid should be delivered or ask for collection
One star, just like the number of items I actually received out of the two I ordered back in August.
I purchased a mic windshield cover and a 512GB microSD card, but the microSD never arrived.
I immediately contacted customer support to report the issue, but I was not refunded or compensated in any way because I didn’t have an unboxing video proving the missing item. Honestly, I never expected to need to film myself opening a package (especially from a company like Insta360, from which I expected reliability and professionalism).
So here’s my advice to all future buyers: record your unboxing, just in case.
It’s frustrating that such excellent cameras and accessories are paired with such disappointing service and delivery reliability.
I bought Insta360 X5 Essentials Bundle, but I did`nt receive my order
The shop doesn`t help me to solve this problem
For week I`m waiting, waiting and waiting
Is this normal at all?
Jump through various hoops to get this camera activated
I'm from an era when you bought something it worked straight out of the box, for this Insta360 Ace 2 Pro to work I needed to download a senseless app to activate the camera?!? What kind of client unfriendly methods are these? So this camera will only work by the grace of an internet connection and future existence of the Insta company. I've returned this product immediately after finding this kind of malpractices. Shame on you Insta360!!
Pointless they will never get back to you even getting your order wrong only time they respond is if your buying once you have bought from them good luck contacting them no reply on email or online chat
Customer Service not present. No response in chat for over a week. No response to emails for over a week. And this is for sales. I guess for customer returns, technical issues, it will be even worse. Glad I didn't buy the product and only enquired about it. They don't want me as client. Glad it will stay that way. Do not bother buying this product. If you will have issues, their CS never responds.
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