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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

  • 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/04/2023

    Type:Billing 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 canceled a web subscription service in sept 2022 I was just charged a renewal fee even though I had canceled my subscription 11 months prior, in addition I was not notified of the charge per their 72hr pre-charge notification email which I never received

  • Initial Complaint

    Date:07/28/2023

    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.
    I pre ordered a Cozmo Robot in November of 2021. When the order was placed, the robot was due to start shipping in the summer of 2022. We were promised regular updates about production and shipping times. I've emailed a few times between July 2022 and December 2022 about any updates but didn't get any response. The last public update about the Cozmo robot was in November of 2022. In March of 2023 I emailed asking for a refund of my order. The company wrote back saying they would refund my full purchase price. They were backlogged and currently working on refunds from the holidays and were refunding in the order that they were received. After getting no response for months, I emailed again mid July and was told again they were back logged but now they are working on orders from last year. They are not being truthful with customers asking for refunds. Their website states refunds will be completed in 10 days but any emails asking about this are ignored. I've also sent screen shots of customers who have gotten refunds on BBB within DAYS and have gotten ignored.

  • Initial Complaint

    Date:07/26/2023

    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 have received Vector 2.0 robot as a gift for my daughter. From the first time I set it up, it has had multiple unresolved issues as follows:

    1. Firmware update issue.(Partly resolved.)
    2. WIFI connectivity of Vector 2.0 robot to WIFI and consequentially with DDL server for robot advanced features. i.e., Facial recognition, name recollection.
    3. Product sold as an accessory for Vector 2.0 ( Escape pod)
    - This product requires that the customer purchase a Raspberry Pi 4 computer and run the DDL Escape Pod software on their local network for the robot to perform advanced features. i.e., Facial recognition, name recollection.
    - Requires an activation license which should not take longer than a few days. And was not issued to the present.

    I am at a loss with this company. I have sent them numerous e-mails. Please read through the e-mail chains attached as proof. Non of the issues are resolve. At present I want two outcomes:
    1) A refund for the escape pod. Or
    2) An activation code for the escape pod so that the Vector Robot will work on my home network with the advanced features and not relying on the connection to DDL servers.

    My next step is to take them to small claims court.
    Please help me resolve this issue.

  • Initial Complaint

    Date:07/21/2023

    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.
    I have been contacting the support team at Digital Dream Labs about a pre-order I made in 2020. The product was supposed to have a released date in early 2021. It is now 2023, and the product that I preordered hasn't been shipped. After waiting two years past its initial release date, I requested a refund for my preorder. In the emails I attached, I show my initial order and my conversation with Digital Dreams Labs about getting a refund. They agreed to refund me in January, but I haven't received it. It's been six months since I requested a refund, and if the support team responds at all, they just says they are busy and the refund will come. It's been a half a year, so I thought I would make a complaint to you because this is starting to feel like a scam or fraudulent or something.

    Thank you for your time, and please let me know is there is other information that you need. Also, if there is another place I should make this complaint, let me know. This is my first time making a BBB complaint.

  • Initial Complaint

    Date:07/18/2023

    Type:Billing Issues
    Status:
    Unresolved
    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 registered for a month long subscription through their site (**************) before the month was over I returned to the site to ensure my subscription would not continue, and the links to cancel and to change/see the payment method were both faulty and took me to inactive/invalid pages. After the month was over, my subscription status on their page said expired, yet I was charged for another month of the subscription. I never received the services I paid for the second time. I also cannot delete my account on their server, and have no way of removing my payment method.

    Business Response

    Date: 08/30/2024

    Customer had signed up for a monthly subscription
    Customer may reach out at any time to support to cancel their subscription.
    Below is a link to our refund policy page, and a cited paragraph.

    https:****************************************************************

    *What is your Refund Policy?
    Refunds for monthly and yearly services are not offered due to the nature of the service and will expire at the next renewal date upon cancellation via email at *******@****************.com. 

    Screenshots include last communication and subscription cancellation via our account portal.

    Customer Answer

    Date: 08/30/2024

    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.

    The date on the email of the second png you sent is May 11 2023, and I only intended to subscribe to your service for one month and cancel before the next bill. I tried to cancel from the user website you show in your first png, yet the website was entirely down for a few weeks-months during this time. I attempted to call the number you had on your site at the time, but it was disconnected. I’m pretty sure I also tried your email, and received no reply. I have invoices for May, June, and July from the Venmo account I linked, yet could not reach your company nor use your services to unsubscribe. I couldn’t stop the payment from being drawn until I contacted venmo customer support to block all payments from your business.

     

    Regards,



    *** ****

  • Initial Complaint

    Date:07/18/2023

    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 ordered a product from this company on November 29th of 2021. This was a pre order for a robot that was promised within a few months of purchase. I contacted the company on 12/10/21, 1/8/22, 1/10/22, 3/15/22, 5/9/22 and on 7/22/12 when I began asking for a refund (everytime I asked about a ship date prior to 7/22 for my item I was told a later date again and again). I’ve emailed them again on 7/26/22, 8/4/22, 9/14/22, 12/13/22 and 12/17/22. Each time I’ve been given a reply that I would receive my refund but that they are delayed in processing all of their requests. On 6/18/23 I tried emailing again and got a reply from Shaneva who said she would follow up with the refund team and reply to me as soon as she received and update. I have yet to hear back from anyone or receive my refund. I have been waiting for a year and 8 months. I have copies of all of my emails and the responses I have received. I would like a refund immediately

  • Initial Complaint

    Date:07/18/2023

    Type:Service or Repair 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 have been sending emails about cancelling my membership for Vector. A customer service agent named Aldwin asked me for pics of my Vector ID number which I sent and he now tells me I need to do it via their portal. I cannot access the portal with the email I used to buy the membership and I cannot find a way to do it. Aldwin then tells me I cannot cancel the membership. Does this means I am doomed to pay 10 usd a month forever just because I can’t access their portal? I don’t know because Aldwin takes a good week or 2 to reply to each email. In the meantime dream labs keeps charging the monthly membership. I cannot believe they cannot access my information to help me cancel but they Can sure collect the olor money every month

  • Initial Complaint

    Date:07/13/2023

    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 have been waiting for months for a response. Initially I just wanted to exchange my defective vector 2.0 but after being ghosted by the business I want a full refund and to wash my hands of this horrible experience.

  • Initial Complaint

    Date:07/13/2023

    Type:Delivery 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.
    On January 26, 2021 I made a pre order purchase for a product from a company “Digital Dream Labs.” The product named “Butter Robot” was promised to be shipped by that following may. Since then there has been very poor communication. Every time I ask for an update I’m sent a web link to their state of manufacturing but the last update was from august 2022. It’s now July 2023. I’ve tried to cancel and receive refund through original payment via PayPal but no response yet. I’m writing to complain and try to get my full refund of $157.60

    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:07/09/2023

    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.
    Purchased a Vector 2.0 robot about 1.5 yrs ago. It got delivered about a month ago. I instantly received error 980. I contacted DDL support and got a reply to flash factory reset device. After reset it showed same error and i cannot use the product at all.
    I contacted support again and have not received any replies after the follow up where i want to replace the product.
    I just want a functional product but DDL refuse to respond any more then a standard answer in different wordings.
    The support person is called Aldwin.
    What would it take to simply reply about my issue?

    All i want is a functional product!

Digital Dream Labs is NOT a BBB Accredited Business.

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