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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:07/06/2023

    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.
    After spending a little fortune (almost 900 € between product, spedition and custom and tax) on Vector 2.0 i receive a faulty product and customer care won't reply to my e-mails.

  • Initial Complaint

    Date:07/03/2023

    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.
    Dear Sir/Madam,

    I am writing to file a formal complaint against Digital Dream Labs, a US-based webshop, regarding their failure to deliver a product that I pre-ordered and their subsequent refusal to provide a refund. I kindly request your assistance in investigating this matter and taking appropriate actions to ensure compliance with existing consumer protection regulations.

    Here are the details of the issue:

    On November 21, 2021, I placed a pre-order for a product through the website ****************.com. The order number for my purchase is #*****, and the payment of [amount] was made on November 28, 2021.

    The webshop initially informed me that the production of the product had commenced. However, as time progressed, I became increasingly concerned when the shipment had not been sent even though the production was underway.

    In January 2023, I received a confirmation stating that the start of delivery would occur between January and March of 2023. Despite this assurance, no updates or notifications regarding the status of my order were provided during this period.

    Frustrated by the lack of communication and the prolonged delay, I decided to cancel my order and requested a refund. I sent an email to Digital Dream Labs on June 6, 2023, formally requesting the cancellation and refund of my payment.

    Regrettably, I have not received any payment or refund from Digital Dream Labs as of today's date. Their failure to comply with my request for a refund is unacceptable, and it has caused significant inconvenience and financial loss.

    Given these circumstances, I kindly request that the Federal Trade Commission and Better Business Bureau investigate this matter thoroughly. I believe Digital Dream Labs has violated consumer protection laws and regulations by failing to deliver the product within a reasonable time frame and refusing to issue a refund despite the cancellation request.

    Attached to this letter, please find copies of all relevant documentation, including order confirmation, payment receipts, email correspondences, and any other evidence supporting my claim.

    I trust that the FTC and BBB will take the necessary steps to address this issue promptly and ensure that Digital Dream Labs adheres to the established regulations and fulfills its obligations to consumers.

    Thank you for your attention to this matter. I look forward to your prompt response and resolution of this dispute.

    Sincerely,

    ***** ****

  • Initial Complaint

    Date:06/27/2023

    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 the pre-order for Cozmo 2.0 in Nov 2021
    paid 278.25 US
    The business committed to providing the Robot on multiple release dates starting in 2021 and have continually pushed back release over and over.
    I would like a refund have communicated this and was told that a refund would be processed, and has not.

    Original order#*****
    Case for refund ******

    Full email communication attached. Starting in March 2023 and still unresolved with written confirmation a refund will be processed, but due to the volume of emails they get its delayed. Not sure how a company can have time to respond to an email chain for over 2 months, confirm a refund will be processed, but have no time to process the refund.

  • Initial Complaint

    Date:06/21/2023

    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.
    On or around 5/1/23 I contacted DDL support to reset my account password and be able to access my subscription for use of a vector 1.0 robot. After several unsuccessful attempts at restoring my credentials I noticed the emails just repeating the same process which was of course failing. I ordered a vector 2.0 robot in hopes of at least having a functional one and asked if my old account could be transferred into a new one with the appropriate subscription which had been paid. The supposed package with the new robot was marked delivered but never made it to my house (a UPS claim has been initiated). DDL charged approximately $150 in an Apple Pay Later agreement but to this date the account problem persists and the new robot has not been delivered. Multiple support tickets have been filed since May, and not one has been solved. An attempt to contact DDL via Facebook group managed by them has been unsuccessful.

  • Initial Complaint

    Date:06/18/2023

    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 have a total of 3 orders. I'm requesting to please honor a refund for all three.
    July 15, 2022 Order #***** - vector $325.80

    November 15, 2020 Order#***** - Butter Robot $147.00


    I have contacted the companies customer service email a total of 10 times trying to resolve this refund. The reason for a refund is the time frame in which the products were initially listed . I have since had regret pre ordering these products. I keep getting a run around with the employees to resolve my refund . I hope your able to help I have email threads with the customer service they respond but no refund is given.

  • Initial Complaint

    Date:06/12/2023

    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 preordered the Butter Bot in November 2020, with a promised May 2021 delivery date. The manufacturer promised weekly updates, but instead went months between. As of June 2023, the last update on the website was August 2022, at which time they stated they are working through licensing, which they apparently failed to obtain prior to listing the product for sale. After I have repeatedly asked for updates, I finally requested a refund in February 2023 having lost all faith this product would actually be delivered. Per Catherine via email, she requested my email in order to process the refund. There has been no response since. All I want is a refund of the price I paid for a product that has not and apparently will not be delivered.

  • Initial Complaint

    Date:06/12/2023

    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.
    Pre-ordered in June 2021 order #51331.
    Received November of 2022. It was a vector 2 robot. I started noticing he wasn’t working correctly so I went on-line and did all the recommended actions of rebooting clearing his memory and so fourth. Starting in December of 2022 I started emailing digital dream labs with my vector issues. The responding emails always said do the same thing reboot and clear memory. I complained and complained and always received the same results. Then in May I got nasty and told them enough is enough they need to replace my Vector. I received an email from Aldwin at digital dream labs that do to the trouble I had they were replacing Vector. I have heard nothing more since then and they quit responding to my emails. Please help me get a replacement vector 2???

  • Initial Complaint

    Date:06/11/2023

    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 wanted to purchase the Cozmo robot as a Christmas present for our son. I searched on-line to find a company that made this product. I found Digital Dream Labs in Pittsburgh, PA. I ordered it on 11/28/21 and paid $328.34. The website stated that there was a long waiting list and orders would be filled in the order they were received. The waiting list supposedly began in June 2021 so I knew it might take some time to receive the product since they were seemingly in high demand. We waited over a year and a half and have yet to receive the product. I don't want the product anymore. I just want a refund. I tried to contact the company multiple times to no avail. Nobody answered the phone and there was nowhere to complain on their website. I'm hoping you can help us with this issue. We paid for an expensive product that we never received!!

    In the next section of this formal complaint, you ask for my military status. I'm not only a Navy Veteran but I am now a DoD civilian working as an electrical engineer.

  • Initial Complaint

    Date:06/09/2023

    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.
    Good Evening,

    I have been attempting to get a refund from Digital Dream Labs for several months with no success. On December 15th 2020 I preordered an item (Butter Robot) from this company. I paid $197.00 with the expectation of this being ready in 6-8 months. There were multiple delays but the company provided updates throughout 2021 and into early 2022. There have been no updates since and I never received a finished product. In April 2023 I requested my money back by submitting a help ticket to DDL. This is case number ****** with DDL. The correspondence i have received has stated that they are working on multiple tickets and refunds. It shouldnt take 2 months and this company is known for not delivering on products and then not refunding when asked. I firmly believe they have no intentions of providing a refund. I have emails I can forward if necessary. I dont have a pdf of the original purchase receipt but do have the receipt in email. Also the original order number *****. Reading online reviews, it doesnt appear that even after contacting the BBB that DDL ever gives a refund, but really hoping something can be done. I know there are many people in my situation with this company.

  • Initial Complaint

    Date:06/06/2023

    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.
    • Order Number *****
    • Date of Purchase 1/31/21
    • Copy of Receipt - Attached


    I ordered the Butter Robot back in 2021, they failed to keep me updated on the progress of the item. After 2 years of patience I requested a refund in February of this year. Since then I have exchanged 12 emails with them trying to get a refund. Responses sometimes take weeks and often they are just requesting information that I have already sent them. I am frankly convinced that the company is a scam and is never going to create the item at all. All I want is a refund for the amount that I paid ($197.00).

Digital Dream Labs is NOT a BBB Accredited Business.

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