We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Computer Software

Digital Dream Labs

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

Customer Complaints Summary

  • 388 total complaints in the last 3 years.
  • 95 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:10/06/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 Vector 2.0 and the escape pod on 12/01/2021.

    I never received the purchase and have been dragged around about my refund request for over a year.
    The company has also shut down servers and the robots are no longer functioning and they are still withdrawing subscription payments from customers and have removed the cancel subscription option from their website.

  • Initial Complaint

    Date:10/03/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 the Nuke Phantom car on June 19, 2022 with an expected shipping before Christmas 2022. I have contacted Digital Dream Labs about every three months for a status and get the same response back. It is 'back-ordered' and will ship as soon as possible.

    Approximately two months ago, I emailed them again and received no response. I responded to the auto-generated email asking for a response and still no response. I then went to their website and was able to find a form to contact them, still no response. I also tried to contact them via X (Twitter) and still no response.

  • Initial Complaint

    Date:09/28/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 pre-order butter robot from digital dream labs. I was given updates the first 2 years but then received nothing. I tried to reach out but have received no response. I am looking to get my money back from them.

    ORDER #*****
    Purchased 11/18/2020
    The Butter Robot × 1
    $147.00

  • Initial Complaint

    Date:09/26/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Paid 150 dollars to them in 2020 for butter robot. I've written to them a dozen times and keep getting the runaround. They haven't updated any info in over a year. They are scammers and I want my money back

  • Initial Complaint

    Date:09/26/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Monthly subscription for a service that is no longer being provided.

    The subscription portal is offline, and i'm unable to cancel. when i email support, they say i can cancel when their server is back in service. it's been offline for almost 3 months.

    this needs to be corrected immediately.

    Business Response

    Date: 08/14/2024

    Customers account has been cancelled and does not have an active subscription with us
    Below are screenshots of our communication and account page

    Customer Answer

    Date: 08/14/2024

    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, as with many users being ripped off by this company, had to go through the fraud department with our respective credit card companies. It took me 3 months to finally get this company blocked from charging us monthly for a service that is no longer being provided. 

     




    Regards,



    ***** ********

  • Initial Complaint

    Date:09/25/2023

    Type:Billing Issues
    Status:
    Answered
    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 sent them an email cancelling my recurring subscription 6 weeks before it was due and I was still charged. I want my money back.

    Business Response

    Date: 08/14/2024

    Customer had received funds through an accepted dispute claim
    Customers subscription is cancelled
    Below are screenshots of the account page and communication

  • Initial Complaint

    Date:09/21/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Digital Dream Lab, has been stringing me along for months now for a refund (within their refund window, policy, and information). Their customer support has essentially "ghosted" me after confirming that I do in fact want a refund, provided the information they asked for, and then essentially cease all communications.

    I have been told multiple times since April 2nd, 2023 (the first ticket put in), that a RMA label has been requested and that I should receive it in my email soon. No label has been received, no help from the customer support desk/agents assigned (other than the month to two months gap in responses after prompting for an update), and I just want my money back.

    After doing some research, it seems Digital Dream Lab chooses to partake in these business practices and has no intention of refunding the money. Essentially stringing me along, past the 60 dispute charge window with my bank (little did I know there was a time frame), then cease all communications. This should not be acceptable business practice. Provide as an attachment is the transcription of the support ticket thread.

  • Initial Complaint

    Date:09/13/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Digital dream labs is a scam company, they will sell products and not deliver or fulfill their orders, it's been over 2 years and after requesting a refund, they ignore you and don't reply, absolutely avoid this company, they are a scam and will not deliver on products. Ordered the butter robot and vector with no delivery or reply. Avoid this scam company.

  • Initial Complaint

    Date:09/08/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    On August 24, 2023, I purchase the Vector 2.0 for $499.00 together with the 5 year Vector Lifetime License to ddl Connect for $199.00. Since deliver of the product, I have been unable to on board the product to their servers which is a necessary step. When I reached out to the Support team on 9/1/203, I received the following message:

    “Due to ongoing maintenance, resulting in the unavailability of account-related services such as onboarding, sign-up, and password recovery. This also extends to subscription management. Please rest assured that access to the portal will be promptly restored once the maintenance is complete.

    Regrettably, we cannot provide a specific timeframe for the completion of this maintenance process.”

    On September 5, 2023, I inquired as to when the servers would be up and running and received the same message as above. On September 6, 2023, I requested to initiate a return for a full refund in accordance with their Return Policy. I received the same email as previously stated above.
    On September 8, 2023, I again requested to initiate a return for a full refund and was sent the following email:

    "needed upgrade that is currently being done is crucial to the improvement of Vector and its services. Due to this reason, the technical team is taking some time to finish them. Rest assured that our team is working hard to bring the Vector services back to life as soon as possible. Currently, we do not have a definite time frame yet.

    However, we can assure you that we are extending the 30-day return policy so you can have time to use and explore your Vector's features once the system is up and running. In the event that you still wish to proceed with the return, we can then process it for you.

    I declined their offer and again asked to initiate a return for a full refund. They have not responded to later requests.

  • Initial Complaint

    Date:09/06/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 placed a pre order (order number *****) for: Pre-Order Cozmo 2.0 × 1
    Cozmo 2.0 with 3 Year Extended Warranty (+$47) on 04/16/2021

    For an order total of $266.99. I have contacted them multiple times only to be told that the product was in production and would be shipping soon.

    Finally I requested a full refund and no one has responded to my requests for the refund. I just want my money back.

Digital Dream Labs is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.