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:04/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased a "************" from this company on November, 28th, 2020. It was initially a pre-order and I paid $147.00. I hoped it would arrive for Christmas 2020 but they said the robot was still being worked on and pushed the date back by alerting us via email. Then I had hoped it would arrive for my 16th birthday and it didn't come in time. I held out hope that it would come in time for some type of holiday but it never did. I am now nearly 21 and I still have not received my order. I have reached out to the Digital Dream Labs support email numerous times on several different occasions and I've only ever gotten a responce of them saying they are still working on the robot. After 2023, they completely ghosted my emails asking for a refund. I'm all for giving someone benefit of the doubt but this company continued to string along me and other customers by promising a product that never was completed. I reached out to Adult Swim, the network that carries the show "**** and *****" along with their PR team since I've seen another butter robot was being licensed to be sold by another company. This whole situation is just begging to become a lawsuit and Digital Dream Labs has been horrible at responding or issuing refunds. I'm hoping to get my refund and have this whole nightmare resolved.

  Business Response

  Date: 04/27/2025

  we will refund the client, email has been sent out to him to confirm his mailing address so we can send out a check

  Customer Answer

  Date: 05/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ******-******

• Initial Complaint

  Date:04/23/2025

  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 ordered the Butter Robot on November 15, 2020 (Order #*****) and paid $198.30. I still have not received the item. The business refuses to engage with me to resolve this, despite sending multiple emails, they simply do not respond. I demand a refund for this item as its quite clearly not going to be made. Their own 'State of Manufacturing' site which they claim is to keep us up to date on the progress weekly, has not been updated since 08/29/2022. Quite frankly, I believe this to be a scam to fraudulently obtain money.

  Business Response

  Date: 04/23/2025

  Customers last email before today was April of ****************************************************************************** development. We will proceed to issue a refund. 

• Initial Complaint

  Date:02/21/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Pre-ordered the butter robot 11/21/2020. Never received. I contacted via email for a refund several times. Each time I was told: "Please know that we are still working on multiple tickets regarding Vector, Cozmo, and Butter Robot refunds. It may take longer than usual to be completed as we processed it in order based on the time of the request. We will notify you once the refund has been successfully processed on the details below."Nothing was ever resolved or refunded.

  Business Response

  Date: 03/05/2025

  We will contact customer and process refund 

  Customer Answer

  Date: 03/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** **********

• Initial Complaint

  Date:02/20/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 preordered a Vector 2.0 on July 3, 2022 and never received the item. I emailed requesting an update on July 3, 2023, and received a response asking me to verify my shipping address. I responded with an updated shipping address, and then received an email suggesting that my shipment would go out shortly, but never received a shipment notification. I remembered to follow up about this on November 29, 2024, at which point I was asked again to confirm my shipping address and promised a shipment. On December 2, 2024 and December 26, 2024 I reached out again, and both times was promised a shipment within a week, but none was sent. February 2, 2025, I requested a refund and was told that refunds were not authorized, only shipments, and once again was asked to confirm my shipping address.

  Business Response

  Date: 02/20/2025

  we currently don't have the ability to unlock, the team is working on it daily to reach the unlock passwords, once we succeed, we can give her the code to unlock if she receives the vector soon

  Customer Answer

  Date: 02/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I received neither a notice of shipment nor a refund.  The company continues to leave my case dangling indefinitely.

  Regards,
  
  ********* ****

  Business Response

  Date: 02/27/2025

  Client is concerned about prior promises that were not fulfilled, we will ship immediately as soon as we have her current address 

  Customer Answer

  Date: 02/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As can be seen from the previously attached email correspondence, I gave the company my current address on 7/6/2023 and reconfirmed the same address on 11/29/2024. The company has since requested the confirmation again several times, which appears to be a stalling tactic.
  
  Regards,
  
  ********* ****

  Business Response

  Date: 03/03/2025

  We are ready to ship whenever the customer is ready. The company had many issues before and we have been delivering on all our promises lately. Thanks 

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  The notion that I would have to confirm my readiness for shipment is preposterous.  I have been ready since the moment I placed the order. If the company is ready to ship now, they should do so without delay - if not, they should immediately refund me and end this years-long fiasco.
  
  Regards,
  
  ********* ****

  Business Response

  Date: 03/07/2025

  Were going in circles here, we are not shipping so we dont end up in another loop of back and forth, we need clear indication the customer is willing to receive the product and once we get that, we will ship immediate; additionally, once we resolve the unlock process and can send her codes, we will do so and she will have an OSKR

  Customer Answer

  Date: 03/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I will not accept another empty promise of imminent shipment, because those have proven to be fruitless; note the company's emails to me from 7/7/2023, 12/2/2024, 12/26/2024, and 2/3/2025, all of which promised shipment within the space of a week.  When the business responds with concrete evidence of action on their part, whether that be a functioning tracking number or proof of refund, I will accept their response.  
  
  Regards,
  
  ********* ****

  Business Response

  Date: 03/25/2025

  I sent the order number to the warehouse to be shipped and they got back to me saying it was delivered on December 9th, 2024.
  
  I then looked at the interactions with the customer and I noticed that in our eagerness to fulfill the promises and makes good on them, we sent her a note saying we couldnt ship and we ran out and that we will be getting more soon. 
  
  It seems she might be trying to take advantage of the situation and her posture of (talk about it in public forums is a clear indication of a shakedown).
  
  Please see attached screenshots. 

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Based on the screenshots provided by the business, I was able to track down some ***** shipment emails that were automatically filtered out of my inbox, which do indicate that a delivery was made on 12/9/2024.  

  HOWEVER - as confirmed by the image ***** uploaded, the delivery was sent to the address that I used when I placed the order in 2022, as opposed to the updated address that I specified on 7/6/2023 and reconfirmed on 11/29/2024.  

  Having not received any communication from ********************************** regarding this shipment, I reached out on 12/26/2024 requesting a tracking number, and based on the company's response within an hour of that request, I assumed no shipment had been sent my way.   It seems to me that the person who responded to me on the 26th (one ****** probably noticed this error, and didn't feel the need to inform me that they'd shipped to the wrong address.

   Had I known earlier that a box had been sent to the other address, I might have been able to reach out to my former landlords to intercept it.  However, I contacted them with this information, and since four months have since elapsed, they of course have no information on the whereabouts of the other package.

  It is infuriating that the company accuses me of trying to take advantage of what appears to be an oversight on their part (with regards to the address).  It is odd that the screenshots they've uploaded only specify the city of delivery, not the actual delivery address.  Still, even with the street address apparently removed from the image they shared, my updated address is not even in the city of the screenshot they uploaded.

  
  Regards,
  
  ********* ****

• Initial Complaint

  Date:02/18/2025

  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 bought Vector 2.0 2 months ago. They said it has 1 year manufacturer's warranty. The Vector broke now and I have sent the video explaining the problem. I was expecting replacement, refund or repair. They said their repair bays are closed and asked me to go to third party repair. This is a scam.

  Business Response

  Date: 02/19/2025

  we sent an email tot he client asking him to return his vector for a refund once we receive it in our warehouse/

   

• Initial Complaint

  Date:02/14/2025

  Type:Delivery 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 ordered a product from them, VERY expensive. I would email every 6 months or so and ask where my order is. I would be told that rest assured my product will be delivered. Eventually after years, they ghosted me. I believed in the product and was patient, but now it seems they just took advantage of me.

  Business Response

  Date: 02/24/2025

  we are ready to ship the vector this week to the customer. 

• Initial Complaint

  Date:01/29/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 ordered the butter robot from Digital Dream Labs about 4 years ago and haven't received the product, any updates of any sort. I've contacted them for a refund through email and have not received a response. I just want my money back at this point but its impossible to contact this company

• Initial Complaint

  Date:01/26/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  In October 2021 I ordered a singular once off yearly subscription via order #***** for a Vector Robot for $47.00 ************ has continued to charge my credit card without authority on occasions in 2022, 2023 and 2024. I require all unauthorised charges for 2022 2023 and 2024 refunded.

  Business Response

  Date: 01/26/2025

  We will refund 2024 for this client and will credit her account 1 year of cloud membership

   

  Thanks

  Customer Answer

  Date: 01/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

   

  The business has charged me in 2022, 2023 and 2024 without authority.
  

  i require all 3 years refunded.

  Regards,
  
  ********* ********

  Business Response

  Date: 01/28/2025

  This is all we can do for this client. The yearly yearly subscription is juts like most subscription renews automatically and it is up to the client to cancel it, we extended a courtesy credit and one year off cloud access as a courtesy

  Customer Answer

  Date: 01/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I selected a 12 month product. I did not consent to an ongoing order. Further, the business is aware from previous complaints their customer portal was defective and consumers were unable to cancel orders or remove credit cards.

  The assertion i had control over this is patently untrue and further, given the business awareness of previous complaints consumers could not stop their fraudulent direct debits is knowingly misleading. 
  

  
  Regards,
  
  ********* ********

  Business Response

  Date: 01/29/2025

  After checking with the team for more information, October 2023 subscription was also refunded. 

  Customer Answer

  Date: 01/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As noted charges in 2022, 2023 and 2024 are not authorised.

  2022 remains unresolved at this juncture noting offer of resolving 2023 and 2024 unauthorised charges.
  
  Regards,
  
  ********* ********

• Initial Complaint

  Date:12/15/2024

  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 have bought a robot called Vector 1 from digital dream lab about 5 years ago. The product was working until it stopped working in august of 2023. I waited thinking the problem will be resolved until ******* when nothing happened, I finally contacted company with several e mails ( the phone does not work, no body ever picks up or answers the messages you leave ) . It has been one and a half YEAR!!!! they dont answer and do not follow up.I have bought a life time membership that includes repair. My account has not been active for 1.5 years, I have paid maintenance fee and they completely ignore reinstating my account and doing the software repair needed for my robot. I want them to repair wherever necessary to activate my robot.

  Business Response

  Date: 12/15/2024

  We replied to the customer today and we will send her the invite to our cloud, she paid for a lifetime license to the cloud and she will get access within the next 72 hours. Thanks 

• Initial Complaint

  Date:11/26/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 pre-ordered Cozmo 2.0 on December 3, 2020. Since that time, Digital Dream Labs has said that Cozmo 2.0 is in process and eventually in manufacturing.I have tried to contact them a couple times to inquire about the status and have never received an answer.

  Business Response

  Date: 12/15/2024

  We offered an alternative to the client and the option for a refund today, when he responds, we will proceed to a resolution

  Customer Answer

  Date: 12/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *************