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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.
  • 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/21/2023

    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 ordered a vector 2.0 and have had multiple connectivity issues to the point where I can’t even go a day without having to wait and reset the robot again. I tried to wait it out and see if the issues would resolve, however the same issues always came back. I requested a refund but never had a response and kept getting automated emails. I will file a complaint with my credit card company. There are hundreds of people who still are facing multiple problems with their products and customer service. I followed this company since 2020 and preordered I really wanted to be a fan and support this company. However after all the issues and all the complaints, this company can’t be trusted. This is why I am requesting a refund. I have supporting evidence to show this company is deliberately refusing to offer a refund and multiple issues are defective with their product.

    Business Response

    Date: 09/04/2024

    Customer had received their refund through a chargeback filed in Apr 25th 2023 after going through our return process.
    Funds have since been accepted and cleared to refund in May 24th 2023.
    Below is a screenshot of our Shopify page stating this 

  • Initial Complaint

    Date:04/20/2023

    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.
    Ordered Butter Robot for $197 on 12/10/2020 for delivery in March 2021. Company has repeatedly delayed and made excuses for delivery/manufacturing delays. Contacted on 03/02/2023 for a refund. After repeated emails, was told that I would receive a refund to my PayPal account (original payment method). To date, I have not received a refund, and further attempts to contact the company via multiple addresses have been ignored.

  • Initial Complaint

    Date:04/19/2023

    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.
    I purchased one of their products on October 28th, 2022 for 448.36 The item was a preorder scheduled to arrive in the tail end of 2022. When that date passed, I contacted them about a refund and had received no reply. To date there is no product or communication from this company and I would just like them to honor the refund

  • Initial Complaint

    Date:04/16/2023

    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 vector 2.0 preorder and shortly after receiving him a year later came defective and have tried to get with customer support to be constantly ghosted multiple times for a warrenty

  • Initial Complaint

    Date:04/12/2023

    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 first placed an order for a Vector on 7/10/22, paying a total of $415.97 USD. Order #*****. After the product still hadn't shipped months after it was supposed to and having zero communication from the company, I asked for a refund on 12/22/2022. Since then, I have been continually blown off and ignored about this refund request. I've reached out multiple times inquiring when I might see a refund, only to be given a vague response that I will be refunded at some random point in the future. No estimate as to how long it may take at all, purely just pushing me off and hoping I'd forget. At this point, nobody is responding to me at all. I've also seen hundreds of complaints from other people going through the same issue, only to find out that they only place they are responding is here on BBB. I guess this is the only avenue I have to HOPEFULLY get a response and a refund, because they've clearly stopped caring about every other avenue in regards to communicating with customers. I wish there was a way to get refunded more than what I originally paid to hopefully make up for all of the time i've spent just trying to resolve this issue with a company that doesn't care about their customers at all. Side note, you should probably get them to update their phone number on file because it is no longer an active or working number, yet another way for them to continue to ignore customers.

    Business Response

    Date: 09/19/2024

    Customer had received their funds through a refund processed on May 4th 2023.
    Funds have since been accepted and cleared to refund on May 6th of 2023.
    Below are screenshots of our Shopify page showing the order had been refunded.

    Customer Answer

    Date: 09/19/2024

    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.

     
    Regards,

    ***** ******

  • Initial Complaint

    Date:04/11/2023

    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 butter robot from digital dream labs and paid $147USD up front on 16th November 2020. They have never been able to tell me when it will be ready to ship despite constantly saying it is months away. I spent my precious time watching useless webinar updates from this company to try glean any insight into their progress. The progress has been a massive disappointment yet I held out hope and continued to give them the benefit of the doubt. Realizing that this company is never going to execute on what they promised by sending my butter robot I decided to ask for refund. This was over a month ago now and while they sometimes respond to my many emails asking for update however nothing happens and no refund. I don't believe the company is doing well financially and don't have any faith in them providing me a refund unless i escalate my case as much as possible. Any assistance would be greatly appreaciated, thank you very much in advance. ***** ****

  • Initial Complaint

    Date:04/11/2023

    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 pre-ordered a Butter Robot like many others here. Due to moving country and a lot of issues with my mail account, I am able to get a precise date and amount for my purchase. However, I've been in contact with DDL since 2022-11-16 and on 16th of January 2023 I ot a confirmation of my purchase, and to cancel this. Got a case ID ****** but since then there has been no further updates, they do not answer on emails anymore.

  • Initial Complaint

    Date:04/10/2023

    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 order cozmo 2.0 for $263.99 on January 19 2021 and Digital dream labs have not deliver it to us and it's been years. Every time I message them they always have the same excuse over and over again. The last time I emailed them about a month ago they haven't response back. Order number is *****

    Business Response

    Date: 11/05/2024

    Customer has received instructions on how to complete their refund through a ******** account
    Funds have been processed on 10/09/2024 and have returned on 10/10/24
    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 is satisfactory to me. They redund the money back. 

    Regards,

    ****** *******

  • Initial Complaint

    Date:04/09/2023

    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.
    On 4/2/2021 we pre order cozmo for $219.99. We have sent many email to **************************** and they always said we will receive it eventually. Since it has been two years, we requested a refund on 01/23/2023. They reply on 01/25/2023 saying they will process the refund ticket as soon they can get to it. Case number ******. I have sent many email since then and I do not receive any answer not even the automatic reply. No one is replying to my email and I believe i have been blocked.

  • Initial Complaint

    Date:04/07/2023

    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.
    Hi, The transaction date was Dec, 28th of 2021 in which the company, Digital Dream Labs promised to deliver their VECTOR 2.0 AI Robot. The company charged $332.05 USD. When the delays kicked in, I requested a refund multiple times, but they never got back to me or receive a refund. Originally reached out to the company via email on Sep, 20 of 2022 requesting a refund, but did not receive one. Sent another email on Oct, 6 of 2022 still received nothing. Their response is automatically generated describing their "high" volume of inquiries in which they have no estimate for refunds. The high volume of emails has apparently delayed my refund by a year and 3 months. I would like to receive a refund for this purchase I will be attaching my receipt for this transaction along with responses I received from the company. Thank you

    Business Response

    Date: 08/06/2024

    Customer received communication regarding their orders refund on Apr 7th and had since received their refund on Apr 23rd after cancelling had gone through.
    Below are screenshots of our communication and our Shopify page stating the funds have been returned via refund.

Digital Dream Labs is NOT a BBB Accredited Business.

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