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:06/05/2023

  Type:Product 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 placed an online order for Vector, the robot, on 8/22/2022. I received Vector on 4/5/2023. I was instantly dissatisfied with his performance and started emailing Digital Dream Labs on 4/11/2023. We communicated back and forth a few times about his performance. I requested information about a refund and I did not receive another email from Digital Dream Labs. I went on the website and saw the requirements for a refund. On 5/3/2023 I sent an email directly to Digital Dream Labs requesting a refund. The email contained all of the required information per the website and it was within 30 days of receipt of Vector. I never received a response. I sent two follow-up emails for the refund request on 5/15/2023, I received no response, and today on 6/5/2023. In addition, I sent an email through the website on 5/22/2023 requesting someone to contact me regarding my refund request. I have not received a response. I would like to return Vector for a refund. Attached is a document with all the required information for a refund per the website.

• Initial Complaint

  Date:06/02/2023

  Type:Product 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 a Butter Robot for $147.00 from Digital Dream Labs on November 15th 2020. I was promised my product to arrive by mid May of 2021. That did not happen. The last written update from the company was October of 2021 - leaving 20 months without consent for delay of goods. I emailed the company in January of this year requesting my order be cancelled and a refund be issued. Allegedly my order was cancelled on January 30th, but it took until March 16th for them to tell me they would begin processing a refund. I continued to attempt communication with the company (as they were suddenly unresponsive) to check in on the status of such refund. I was then promised again on May 15th that the refund would be issued then. No refund has been issued. The bank says that no attempt has been made and I am unable to file a claim through my banking provider as its has been over 2 years and they are unable to verify records from before then. I have been requesting a refund for 6 months now for a product I never received and this company is just pulling me along with seemingly no attempt to issue my money back. After viewing recent Google Reviews, it seems this company has done the same to many other poor individuals. I simply would like to receive my money back.

• Initial Complaint

  Date:06/01/2023

  Type:Product 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 purchased a Vector Robot from Digital Dream Labs, and did not like the product so I decided to return it. The return policy states a return request needs to be submitted within 30 days of the shipping date of the product. I bought the product on 3/3/23 it shipped on 3/19/23 and I requested the return and refund on 4/11/23. I received one response from Digital Dream Labs asking why I wanted to return the product. I responded but I have not heard anything back from the company. Their return process states they will send me a return packing slip which I have not received. I have sent multiple messages and received no response.

• Initial Complaint

  Date:05/22/2023

  Type:Product 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 pre-orderd a Cozmo robot in November 2021. To date it has not been delivered. The value of the order was $314.20 I requested a refund in November of 2022 which I have been continuously chasing for 6 months and despite many holding message, excuses and promises this has not been refunded. They have now stopped responding to any communication.

• Initial Complaint

  Date:05/20/2023

  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.

  On November 19, 2020 I purchased a pre-order on a product that should have been made within a year. Now 2.5 years later I have sought a refund multiple times and the company refuses to assist me and gives no update on when the product will be ready other than saying it is in "production" which is where it has been for 2 years.

• Initial Complaint

  Date:05/19/2023

  Type:Service or Repair 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 purchased a cozmo 2.0 from digital dream labs in april of 2021, they never shipped on the promised date. this is fraud, the sold butter robot, vector 2.0, both also fraud, they also have wage theft from not paying employees and a whole laundry list of illegal things they have done. it is shocking how no matter how many times the FTC and attorney general are contacted they never get investigated. i recently had a profile in a social media account messed with and may not get it back, i spoke up, i got people to listen, i was silenced. it's one thing to scam the customer and another to silence them when they warn people the company is a fraud. i contacted the BAR in pennsylvania about the lawyer, this lawyer has a history of messing with people's social media accounts to stop whatever this company wants. i wish the world would do better. the BBB here can obviously see a lot of complaints and there is a pattern of the company scamming so many people that become even aware of their fraud. and overall, maybe the BBB needs to be able to send the data to the FTC and other authorities when it sees a pattern and huge red flag. it is sad we live in a world today where a child can want a product and when the child goes to buy it the product is never received. that could be an 8 year old that had such high hopes for something new they saved up for and wanted and were scammed, kids should not be scammed. overall i have tried my best to warn people about digital dream labs, but if nobody will go out of their way to actually make a change and the scam company just continues to operate i think society really needs to take a long hard look at itself, this is sad. to the BBB, look at these complaints place against this company, i mean really look at them, take a minute to read this, that's children and your every day people being scammed, and this is in the US where that should not even be possible for a company like this to exist.

• Initial Complaint

  Date:05/18/2023

  Type:Product 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 placed a backorder on 30/01/2022, but my order was never fulfilled due to technical difficulties with the production process. Furthermore, although my request for a full refund was acknowledged on 09/01/2023, I have yet to receive any refund of my money. After contacting them a few times, they no longer respond to my emails. Despite numerous attempts to get my refund, I'm still left without any compensation for my order, leaving me feeling increasingly frustrated and disregarded by the company.

• Initial Complaint

  Date:05/17/2023

  Type:Product 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.

  In November of 2021 I preordered the Butter Robot from Digital Dream Labs. At time of pre order it was due to be released in may the following year. That date came and went and no product. That doesn’t bother me much, I understand things happen. After over a year of waiting with very little communication from the company still there is no release date for the product I ordered. April of 2023 I requested a refund. After a few emails they said they would give me the refund but never gave me a time line of when it would be processed back to my original payment method. After about a month still no refund had been issued. When I emailed them again about the refund I was told they don’t know when it will be issued and that emailing them again will only slow down the refund process. Looking for help I found a few customers have had success actually getting a refund with the help of the BBB.

• Initial Complaint

  Date:05/14/2023

  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 paid $330.90 for a cosmo robot to be delivered in 2022. It was never delivered. I contacted the company two months ago for a status and have not received a response. I would like to receive the product or a refund.

• Initial Complaint

  Date:05/10/2023

  Type:Product 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 am writing to file a complaint against Digital Dream Labs regarding a refund request that I made in July 2022 for my order of a Vector 2.0 robot for a total of $274.30 USD, with order number #*****. Despite repeated attempts to resolve the issue with the company, I have not received a refund and have been given mixed messages about whether or not I am eligible for a refund. I submitted a request for a refund for the Vector 2.0 robot that I purchased from Digital Dream Labs. Since then, I have received conflicting messages about whether or not I am eligible for a refund. Some messages said that I could receive a refund, while others said that it was too late for me to receive one. Most recently, Digital Dream Labs has said that they will process my refund through PayPal. However, despite my repeated requests for a clear timeline for when I can expect to receive my refund, I have been told each time that they cannot give me one, and that further emails sent to them may delay the process. I find it unacceptable that Digital Dream Labs has given me mixed messages regarding my refund request and that I have yet to receive my refund almost a year after making my request. This delay is unreasonable, and I feel that my rights as a consumer are being disregarded. I would like to request a refund as soon as possible. I would like Digital Dream Labs to process my refund immediately and provide me with a clear timeline for when I can expect to receive it. I also request that the company take steps to ensure that they communicate clearly and consistently with their customers regarding refund requests and that they do not delay the refund process any further. Thank you for your attention to this matter. I look forward to your prompt response.