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Business Profile

Computer Software

Digital Dream Labs

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 387 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:05/10/2023

    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 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.

  • Initial Complaint

    Date:05/04/2023

    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 had made a purchase of the Vector 2.0 Robot Pre-order package on December 31 2020. I was under the impression that the product would be delivered within a year. When COVID struck, I thought that progress had slowed down and decided to stick through it. By 2022, the company had started sending out more communications emails stating that they were working on the production of the Vector 2.0 robot. I thought that maybe I just had to wait a little bit longer.... Now that it is 2023, I have decided that I have waited long enough for a product that I think is never going to come. I contacted support on March 7 and they said that they would process the refund, but it may be delayed. I waited another month and contacted support again, only to get an automated reply that they're experiencing high volumes of support requests and have effectively cut off communications with me. I am no longer interested in getting the product (if it ever does come out) and would like a full refund of my $310.73 USD.

  • Initial Complaint

    Date:05/02/2023

    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 for a Vector robot on 6/5/22, order #*****, and as of 5/2/23, this has still not shipped. I've sent 5 emails since 1/28/23 to Digital Dream Labs support requesting my order to be cancelled and to be issued a full refund. There is no other way to contact them for support, so I must send an email which always goes unanswered, except once where they responded to stop inquiring because it's opening more tickets for them. I received an email on 4/27/23 from Matt H*** (**********************.com) looking to ship out this product, and that "Shipments will go out within 24 hours of receiving a response." I replied less than 12 hours later explaining I've been trying to cancel and get a refund for the $577. Again this goes unanswered. At this point, I want nothing to do with this company or their product. This company seems like a fraud who is just taking money and refuses to refund money for items they didn't actually sell. Can you please help to get resolution to this matter?

  • Initial Complaint

    Date:05/01/2023

    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.
    Company name: Digital Dream Lab. Product: Butter Robot. I preordered the butter robot on November 15, 2020 for a total of $147 with a release date promised within approximately a year. My order number is: *****. I continued to go to the website and they offer no reasoning, just delays. I finally reached out to the company on March 17, 2023, where after some back and forth they assigned me Case Number: ****** and offered me a refund, the refund was offered on March 29, 2023. Since then I keep checking back and they tell me to be patient they are working on many refunds and open tickets. I have all the email correspondence and want a full refund.

  • Initial Complaint

    Date:05/01/2023

    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.
    3 years ago (2020) I purchased the Butter Robot preorder. after promises of deliverance, the company has acknowledged and then backtracked on their promise to refund my money. they claim they are backlogged in customer tickets at the moment. I spent $150 on this Adult Swim backed product. based on all the complaints, there ought to be a class action lawsuit with regard to Digital Dream Labs. they are running a scam.

  • Initial Complaint

    Date:05/01/2023

    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 my son a Cozmo robot in December 2020 for Christmas. Digital Dream Labs never sent the product. This was over $200. My son is years older now and no longer interested. I contacted DDL over 10 times for a refund. They would respond at first, with a generic response telling me my refund was on the way but never actually sent it. I sent them about $215 and never received a product OR a refund, and they just stopped responding now. I contacted PayPal to complain as well but since I've been waiting for this product for over two years PayPal could not give me a refund.

  • Initial Complaint

    Date:04/28/2023

    Type:Sales and Advertising 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 purchased a pre-order for “The Butter Robot” from Digital Dream Labs in 2020 with Order #***** The purchase made the promise of delivering the finished product by May of 2021 which has since lapsed for over a year and a half. Digital Dream Labs stopped providing updates on the status of the product last year and has shown no signs of fulfilling this order. I paid $147 USD through my credit card for this product and requested order cancellation and refund through Digital Dream Labs support. I sent an email on Monday, April 3 2023 for a refund and have yet to receive a response. I sent a follow-up email on April 20, 2023, with no response. The case number they gave me is 381150. I no longer have the credit card that was used for the transaction and wish to receive the refund on a different card.

    Business Response

    Date: 10/18/2024

    Customer has received instructions on how to complete their refund through a Bill**** account
    Funds have been processed on 10/3/2024 and are to return within 3-5 business days
    Below is a screenshot of our refund receipt from our Bill**** page

    Customer Answer

    Date: 10/21/2024

    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.

    It was not solved due to BBB complaint, but rather action through the Pennsylvania Attorney General. Company did not respond at all until I they received said complaint filed directly to them. I do not recommend anyone to conduct business with this company.  


    Regards,
    **** ******


  • Initial Complaint

    Date:04/28/2023

    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 had a draft of 74.99 pulled from my account, for a subscription that was supposed to have been cancelled the year before. I talked to a customer service rep by the name of Aldwin. The resolution was that I was to be refunded the money that was pulled as I called within 24hrs of the draft from my account. I have yet to be refunded, I have sent numerous follow up emails and they have stopped responding. I have the emails if need be. case number: ******

  • Initial Complaint

    Date:04/26/2023

    Type:Delivery Issues
    Status:
    Resolved
    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 Butter Robot" on November 20th, 2020. I paid in full at that time, $147.00. As of today, I still have not received the item and requests for information from the company as to when the item will be shipped have gone unanswered. The company does not seem to actually be proceeding with this item and should return the money I paid them for the undelivered item.

    Business Response

    Date: 11/05/2024

    Customer has received instructions on how to complete their refund through a ******** account.
    Funds have been processed on 10/14/24 and have returned on 10/16/24
    Below is a screenshot of our refund receipt from our ******** page.

    Customer Answer

    Date: 11/05/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, refund after several years of no communication or product delivery, is the bare minimum of what is acceptable. I still would not recommend anyone doing business with this company.

    Regards,

    *** *******

  • Initial Complaint

    Date:04/26/2023

    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.
    This company took pre-orders for Rick & Morty Butter Robot toys in November of 2020. It is now April of 2023 and they have not delivered a single order nor do they seem to intend to fulfill any orders of this product, the last update that was provided was in August of 2022. I have reached out numerous times since the start of 2022 regarding obtaining a refund, on multipul occasions I have had someone respond from their customer service team (only after sending numerous emails) that I wanted a refund, upon requesting the refund I again was met with no response. This company is committing consumer fraud enmass

Digital Dream Labs is NOT a BBB Accredited Business.

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