After my initial frustration and dissapointment with the insta360 support (AI). I got through to the customer experiance team. Alisa couldnt of been more helpfull in addressing my concerns and we... See more
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
The only complaint I have is the length of time from ordering to shipping. It was almost one month from ordering until delivery which I think is excessive.
Very satisfied with the outcome. I decided to return my camera as I thought it's not what I was looking for. Although the 15 day return window passed they accepted my request. The team were very respo... See more
Amazing customer service, easy to deal with and are VERY quick to repair your product if it breaks. I got extended warranty luckily when I brought my camera (luckily) but I know other people who didn'... See more
Company details
Written by the company
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.
Contact info
2323 Main St, Unit 16, 92614, Irvine, United States
- ecommerce@insta360.com
- www.insta360.com
4.1
Great
2K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 96% of negative reviews
Typically replies within 48 hours
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Insightful understanding of customer…
Insightful understanding of customer problems with a focus on rapid resolution.
25 April 2026
Very rapid response
Very rapid response, high care for customer needs, kindness.
Never experienced a service as good as this.
Thank you.
24 April 2026
Horrible customer service
I received a damaged bundle from Insta360 and this company will not provide the shipping label for a return, or offer a refund. I have gone back and forth for two weeks and they don't seem to care to correct the issue.
Insta360 also seems to only display curated reviews. I tried to leave a review on their Creator bundle on their website, but there is no option to. It is April and the last reviews are all five star from January. Odd.
5/7/26: Insta360 public reply below says they would help but radio silence after following up twice, so these are just empty words. Im stuck with a damaged bundle $425+ with no recourse. Haven't received a direct message either. ¯\_(ツ)_/¯
30 March 2026
Unprompted review
Reply from Insta360
Hi there, we’re very sorry to hear about your experience.
For items that arrive damaged or with packaging issues within the return period, Insta360 will take full responsibility. This is definitely not the experience we want for our customers.
To make sure there hasn’t been any misunderstanding and to help resolve this as quickly as possible, we’ve reached out to you via direct message to collect your order details and move this forward with an appropriate solution.
Thank you for your patience and understanding.
The flip screen is the feature I use...
The flip screen is the feature I use most. Filming solo content means I actually need to see the frame, and every other camera I've tried makes that harder than it should be. This one doesn't.
14 April 2026
Unprompted review
Everything ok
20 April 2026
Strong support follow-up and good resolution
I had an issue related to my workflow where I needed an immediate solution, and initially the response time was slower than expected. I ended up resolving the problem on my own to keep working.
However, once my case was followed up, the experience improved significantly. The communication became clear, consistent, and focused on resolving the situation.
As part of the support process, I received a Foldable 2-in-1 Selfie Stick Remote Kit. I appreciate this gesture, as it added value to my workflow as a content creator.
Overall, while the initial response could be faster, the follow-up and resolution were handled very well. The support team made a noticeable difference in the final experience.
19 April 2026
Amazing service from insta 360
Amazing service from insta 360, sent my broken x5 camera to them for repair, service was delt with very efficiently and quickly
17 April 2026
The response to my problem was solve in…
The response to my problem was solve in a very short time and the attention was really good. Nice job!!!
15 April 2026
horrible experience
horrible experience, customer support is terrible, planning and delivery very poor, I paid for item and never received, insta360 did not care about that. avoid, better to invest in something that you will be able to use it instead of actually waste money on gamble if will arrive or not, no refund no replacement, just took money and did not care, you have responsibility that item will actually be delivered!
5 March 2026
Unprompted review
Reply from Insta360
Hi Jacob, we’re truly sorry to hear about your experience. To investigate your case and help resolve this as quickly as possible, we’ve sent you a Request Information through Trustpilot. Please provide the requested details there so we can verify the situation and assist you further. We sincerely hope you’ll give us the opportunity to make this right.
InstaCare provides worry free replacement, well worth it
I'm so glad that I purchased the InstaCare insurance, the £45 was well worth it having chipped both lenses due to my own carelessness.
Simple process to submit repair request and return the camera; it was inspected, quotation provided and confirmation that InstaCare could be used to cover the cost and a new replacement would be sent, all within a few hours.
The whole process took less than 6 days and my postage cost refunded.
16 April 2026
I own an insta360 x4
I own an insta360 x4. 6 months ago I scratched the lens and I have sent the camera to be fixed through my country's official store. Note that I have been paying for insta care plan "premium" for almost two years now.
after a month that I have sent the camera insta respond that it will cost more that 100 euros to replace the lens. I replied that I have the care plan which covers one replacement of the camera. Until today I am waiting for insta360 to sent back the camera and they refuse to replace the camera or at least fix the lens.
I own GoPro cameras for 7 years and whenever I needed a replacement, GoPro immediately responded and I had a new camera in 5 days time.
Sincerely insta360 customer service is the worst experience I ever had!
14 April 2026
Unprompted review
Reply from Insta360
Hi, thanks for providing the information. We want to apologize again for the inconvenience caused.
Currently, we've found your previous messages in our system and will escalate this case to our Customer Experience Team for further handling. Our specialist will follow up with you via email, please kindly keep an eye on your inbox.
Thanks for your cooperation.
Everything went smoothly
Everything went smoothly, swiftly, and accurately. But now there are too many evaluations, one would be enough
15 April 2026
Best customer service ever
Best customer service I have ever come across, chatted online, they understood my problem, asked me to try a few things then gave me a repair number and asked me to send it to their repair centre…. Online update in their returns app…. Got camera back in lightning time, excellent communication excellent service
13 April 2026
Unprompted review
Top product and amazing customer service
A very good product at a very competitive price and top customer service!!
14 April 2026
The X5 handles well in cold weather...
The X5 handles well in cold weather, which was my main concern. Shot a full afternoon on a groomed trail and the footage held up without any of the freezing issues I had with my last camera.
10 April 2026
Unprompted review
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