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Business Profile

Computer Software

Digital Dream Labs

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

Customer Complaints Summary

  • 387 total complaints in the last 3 years.
  • 94 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/28/2023

    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.
    They sent out an email asking for an updated address for the shipment of the vector 2.0, or the option for a full refund. I have now been sending emails for said refund for 4+ months, and they haven't done anything but say they're busy. I need the money back desperately and they just keep saying they're "working on it".

  • Initial Complaint

    Date:08/22/2023

    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 paid for an item Digital Dream Labs was promising would be delivered within a few months. The Butter Robot and paid $147.00 and have received 3 year's worth of excuses as to why this product is still "in development" I researched the company and saw all the terrible ratings and similar stories of how they have essentially stolen money from countless people. I have been in discussions of receiving a refund but get a runaround when it gets time to deliver and have still never gotten a penny of my money back despite numerous promises. This company needs to be investigated! They have swindled hundreds, if not thousands of people.

  • Initial Complaint

    Date:08/21/2023

    Type:Product 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 pre-ordered a product from Digital Dream Labs on November 16th of 2020. The promised delivery date came and went with lots of explanations from the company alleging product improvements and development were taking longer than expected. I kept checking in on my order and was given the same story over and over thanking me for my patience and saying it would just be a little while longer. Finally, on January 23rd, 2023 I asked them to cancel my order. On January 25th, 2023, I received this email: "This is Muhammad with Digital Dream Labs. Thank you for writing in - I understand you are seeking a refund for your order. We are processing order changes, including refunds, as quickly as we can. Your Case Number is ****** and will be held open until your request is fulfilled. Please bear in mind that due to the volume of tickets we receive daily, additional emails may lengthen the processing time, but we will process this as soon as we are able." I responded to that email that I did, indeed, want to cancel and be refunded. I have yet to receive a response.

    Business Response

    Date: 12/05/2024

    Customer has received instructions on how to complete their refund through a ******** account.
    Funds have been processed on 10/25/24 and have returned on 10/28/24
    Below is a screenshot of our refund receipt from our ******** page

  • Initial Complaint

    Date:08/19/2023

    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.
    Purchase Cozmo back in April 2021. They kept sending emails that it is delayed and they are working on it every 3-4 months. Until they stopped emailing me at all and still act like nothing happened. I paid around 450-500 CAD and it was supposed to be a birthday present for my 7 year old son who is now 9. I contacted visa but they said that nothing can be done at this moment since the transactions is more than 2 years old. No cozmo. No update. No refund. How come nobody is doing anything to make this company refund their clients?

  • Initial Complaint

    Date:08/18/2023

    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.
    Preorder was placed 2-3 years back, there was constant reassurance that product would be shipped soon. They gave updates every couple of months regarding their progress over the years but it never actually progressed. They stopped updating a year ago and have not done any updates. They have not responded to me and do not look like they want to give me a refund for an order they never fufilled.

  • Initial Complaint

    Date:08/15/2023

    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.
    I pre-ordered the product on 12/30/2020 with an expected delivery date of May 2021. Product was not delivered but received consistend updates on manufacturing delays. One year passed, then two, now three since delivery was promised. Updates became few. After conferring with my son (who is now too old to enjoy the product), I requested a refund on 04/12/2023. My refund request was finally accepted on 06/09/2023. As of today (08/15/2023) I have not yet received a refund. My correspondence with the company indicates there is a delay in processing. I no longer believe they will refund my purchase. I appreciate any assistance that can be provided in resolving this matter.

  • Initial Complaint

    Date:08/15/2023

    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.
    We pre-ordered a butter robot on 11/29/2020. It was supposed to be delivered that following May, 2021. Updates have been very limited. The last one we received was only two sentences at the very end of an email about other projects in the works. At this point I would just like a refund. It's coming up on three years and there's no estimate on when I'll receive this product.

  • Initial Complaint

    Date:08/09/2023

    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.
    As many others have stated, Digital Dream Labs (DDL) charged $147 + tax for preordering a 'Butter Robot' which also included ****** ********* autograph. This transaction took place in November of 2020, with the expectation that the product would arrive in May of 2021. Since then, I have yet to receive this product (nor has anyone who has ordered it). DDL promised weekly updates on the product, but have failed to provide an update in months, and only a few updates in the past 3 years. DDL does not care about servicing their customers and delivering on a very simple product, nor even providing basic updates to inform of progress (speculatively because there isn't any).

  • Initial Complaint

    Date:08/07/2023

    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.
    Never received a product purchased and they marked the order as fulfilled.

  • Initial Complaint

    Date:08/04/2023

    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 a Butter Robot from Digital Dream Labs on 11/16/2020 for $147 USD. I got a confirmation email with order #***** with no estimated ship date. I received an e-mail on 3/17/21 stating that units should ship out in May of 2021. This was the last time customer service contacted me. I have requested more information multiple times but never got a response. There is no option to cancel the pre-order. I would like to cancel my order and refund my money back. They have maliciously lead everyone on for years now and I cannot wait any longer.

Digital Dream Labs is NOT a BBB Accredited Business.

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