Insta360 Reviews 1,105

I damaged my camera and had to rerun it. It was fixed like new very quickly. This level of service is rare, even for consumer products.

Bought Insta360 X5 and used the supplied fast charge case to charge the supplied batteries but only 1 charging slot would work. I had bought the 2 year FlexiCare plan at the same time which states "free two way shipping" however I now find that does not apply in the UK . Been battling for 2 weeks for so called Customer Care to accept this fault as blaming myself and they will only offer partial postage reimbursement.

I placed an order (my second order with them) of about 112 Euros on November 29th (INSSGCBA251129113954685293). The website clearly stated the order would ship within roughly 2 days. Today is December 8th and there has been absolutely no update. The package hasn’t shipped, the tracking shows nothing, and there is zero communication from Insta360.

Customer support is practically nonexistent. I reached out multiple times and received no reply, no information, and no guidance on when my order will finally be sent. This was supposed to be a Christmas gift and the total silence from the company is unacceptable.

My previous order was one day before in the amount of 411,99 Euros so I must say I had spent enough in their website.

It is absurd that they advertise fast shipping and then completely ignore customers once payment is made. I regret this purchase and strongly advise others to be cautious.

Exceptional customer service!!
Very professional and attentive to the needs of the customers
Really a company that creates trust with the people
Top notch!!

I bought the Insta360 Go during Black Friday, the Creator Package plus some extra accessories. They ended up sending me the standard version instead, but I didn’t notice right away. I was watching YouTube setup videos and realized I was missing several items. Then I checked my order again and saw the mistake.

On top of that, the charging pack I paid for wasn’t included either.

I emailed their support with photos and proof, and it took them 7 days to respond and only to tell me that their “shipping department confirmed everything was sent.” I asked them to provide proof, and they said they can’t due to privacy… which makes absolutely no sense.

I spent over $800, and the stupid camera even overheats just from being turned on.

What annoys me is that influencers get these cameras for free, yet paying customers get ignored and treated like we’re lying. They refuse to send the missing items and won’t even offer a partial refund so I can replace them myself.

Has anyone else experienced this?
It honestly feels like a drop-shipping operation that profits by screwing over real customers.

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

My delivery has been returned to sender due to incomplete delivery address. I have updated this, emailed and used the online platforms. Nothing but bots which are useless. Human agent was supposed to call me and I’m still waiting. No email reply nothing. I’ve paid for something I don’t have. Stressed is an understatement

If someone from your team could please call me to get this sorted asap. I have order and reference numbers

Was looking for a spare part for an old device which was not on the website. Excellent service from support. Had the part within 10 days

The buying experience with Insta360 and its customer service has been superb. Insta360 products are innovative and a joy to use.

I reached out to the chat support to inquire about shipping details. However, I received repeated automated responses stating that my order would be shipped out within 2 business days after placement and that the package would typically take 3-5 business days to arrive.

These responses raised concerns because it’s been over 48 hours since my order was placed, and I haven’t received any emails with status updates or notifications about the shipment. The only email I received was the order confirmation.

I requested a live agent, and here’s the transcript from our conversation:

“11:21 PM | Cha from Insta360: I assure you that I’ll follow up on this matter and prioritize the shipment once restocked to ensure it reaches you as soon as possible.”

All the items I ordered were in stock when I placed them. I feel it’s deceptive to sell a product that’s out of stock and not mention any potential delays before the order is placed. Moreover, I haven’t received any other notifications to inform me of any delays.

I purchased $628 worth of products directly from the Insta360 online store to avoid being scammed, but this experience is making me reconsider.

These items were intended as gifts, and I’m worried that they won’t arrive on time as promised and intended.

Worst customer service that is NON-EXISTENT! False advertising of prices and delivery. When you try to contact them ANY POSSIBLE WAY, nobody is responding. Just such a bad experience. I can’t even return the order since nobody is answering.

Great products, great and fast technical support replies an superb reliability.

Very good camera, great support. Only computer app Insta Studio has an issue with AMD processors

Insta360 delivers customer service that is truly second to none. From start to finish, their team has been prompt, efficient, and incredibly professional. Any question I had was answered quickly, and their communication throughout the entire process was excellent. It’s rare to find a company that not only stands by its products but also goes above and beyond to support its customers.

Insta360 sets the standard for what great customer service should look like—reliable, responsive, and genuinely committed to helping their users. Highly recommended.
```

I have purchased camera for Christmas but have not received an email. The money has left my account. The contact details are a joke!! The WhatsApp conversation is with a bot and no options apply!!

My main one liner for insta360 is great hardware, ok support and awful customer service on the store.

Use my ace pro 2 and go ultra intensively for blogs and scripted videos but trying to order a camera to be met with a 7 day expected delivery window and a live chat thar doesn't answer is appalling and not what I would call "bold" it feels more cold than anything else. That is honestly the shame about it. I would recommend the camera's to people but buy them from anywhere other than the store. 2 orders 1 had missing parts that the cs team were straight on but live chat is a waste of your time.

This company and website are a Joke avoid at all cost. Customer service is none existent after purchase missed every shipping and refund deadline after cancelation of order still no refund or contact other than me contacting the help center which was no help at all and refusal by way of lies to issue the refund. I will post chat transcripts from my first contact.
First contact
Conversation with Insta360
Started on November 23, 2025 at 01:10 AM Asia/Hong_Kong time HKT (GMT+0800)

---

01:10 AM | kevin: Black Friday Sales Expert

01:10 AM | Insta360: Our Black Friday event is in full swing!
Due to a high volume of inquiries, response times may be slightly delayed.
We'll connect you to an expert in around 30 seconds
To give you the best advice, could you share what activities you'll use a camera for (e.g., cycling, travel, vlogging, or skiing)?

01:15 AM | kevin: I have purchased a camera from this site can you please tell me where the item is being shipped from

01:19 AM | kevin: ?

01:38 AM | kevin: due to poor customer service and no information provided after payment taken i am requesting a full refund as this seems to be a scam

01:57 AM | kevin: Also i never received my signing up free gift ?

---
Exported from Insta360 on November 23, 2025 at 02:33 AM Asia/Hong_Kong time HKT (GMT+0800)
second contact
trust pilot will not let me upload the rest of my conversations with Insta chat

Perfect, I love buying from you. Every detail is touched.

I’m leaving this review because I had one of the most confusing and frustrating purchasing experiences I’ve ever had with a tech company — and I still don’t have a clear explanation of what went wrong.

1. The sale went live early on Insta360.com

I had been researching the Insta360 GO Ultra for weeks, comparing it to the GO 3S and the DJI Osmo Nano. When Insta360 announced their Black Friday sale, I signed up for alerts and watched the countdown timer on their official website. It said the sale would begin at 11 PM.

However, around 9:30 PM, the sale appeared on Insta360’s site more than two hours early — full price drop, Buy With Prime option active, everything.

Since the sale was live on their website, I placed my order immediately.

2. I used Insta360’s official “Buy With Prime” option

I bought directly from Insta360.com using the Buy With Prime checkout they provide.
My order included:
• The GO Ultra
• Free Black Friday gifts (hard-shell case + selfie-stick tripod)
• Next-day Prime delivery
• A rare 0% APR, six-month Affirm plan

I received a confirmation email, and my card was charged. Everything looked perfect.

3. At 4 AM, I discovered my order had been canceled — with no notification

I checked Prime tracking and saw the order marked “Canceled.”
No email from Insta360.
No message on the website.
No explanation.

I would’ve had no idea the order was gone if I hadn’t checked Prime.

4. The only email I received said: “Your refund request has been accepted”

I never requested a refund.
I didn’t cancel anything.

The payment was canceled on Insta360’s side, which immediately voided my Affirm financing and locked up my funds for up to a week.

5. Insta360 blamed Amazon. Amazon blamed Insta360.

When I finally reached support:
• Insta360 told me Amazon canceled the order.
• Amazon told me Insta360 canceled the order — “probably out of stock.”

But the product wasn’t out of stock:

I was able to reorder the exact same GO Ultra on Amazon two days later, and it shipped the same day for next-day delivery.

So “out of stock” doesn’t add up.

6. I lost the freebies, the financing, and paid more the second time

Because of the cancellation, I lost all of the following:
• The Black Friday sale price
• The free hard-shell case
• The free selfie-stick tripod
• The 0% APR Affirm plan
• The ability to reorder through Insta360 at the same terms

The purchase I ended up making (the one that will be delivered tomorrow) cost me more and did not include the free gifts.

7. The worst part: this could have been fixed easily

A manual order.
A reinstated promo.
An apology.
A simple “We made a mistake, let us correct it.”

Instead I got:
• No explanation
• No accountability
• No attempt to fix the issue
• Contradictory excuses
• A cancellation I didn’t request
• And silence

For a company in the tech space, this is not a good look.

**Update (Nov 25, 2025):
After posting my original review, Insta360 reached out to me directly and helped resolve the situation. They followed up politely, investigated the issue, and ultimately sent the promotional items from my canceled order along with a mount as a gesture of goodwill. I genuinely appreciate the effort they made to make things right, and the communication I received afterward was thoughtful and helpful.

I still wish the initial cancellation had been handled more clearly, but I’m grateful for the resolution and I’m glad to say that my overall confidence in their products hasn’t changed. I remain a fan of Insta360’s cameras and accessories, and I appreciate the support team for taking the time to address the issue.

Given the rocky beginning but genuine and helpful resolution, I feel that a three-star rating is the most accurate reflection of my overall experience — not perfect, but not bad either, and ultimately resolved with care.