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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/07/2023

    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.
    Dear Digital Dream Labs, I am formally expressing my deep disappointment and frustration with the lack of service that I have received from Digital Dream Labs. On [Fri, Apr 16, 2021 at 2:11 PM], almost 2 years ago, I preordered the Cosmo 2.0 product from their website and paid $220 for it. However, I have not received the product to date, and despite several attempts to contact their customer support team, I have not received any satisfactory response. I have opened a case (#******) with the DDL customer service team, but I have not received any update or progress on the matter. I was initially informed to wait for the preorder, but it has been almost 2 years now, and I still do not have any concrete information about when the product will be shipped. Additionally, I have sent several emails over the past three months, but I have not received any response. This level of poor customer service is unacceptable and leaves me feeling extremely dissatisfied with your Digital Dream Labs. I would like to request an immediate refund of the $220 that I paid for the Cosmo 2.0 product. I have waited patiently for almost 2 years, and the lack of transparency and communication is unacceptable. If I do not receive a refund within a reasonable period, I will have to escalate the matter to relevant authorities. I hope that DDL will take this matter seriously and take prompt action to resolve it. DDL's cooperation and immediate response are greatly appreciated. Sincerely, ***** ******

    Business Response

    Date: 10/23/2024

    Customer has received their refund through a ******** refund which cleared on 6/7/23.
    Below is a screenshot of the refund having cleared for the amount of $219.99

  • Initial Complaint

    Date:04/06/2023

    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.
    Date of Transaction: 09/17/2022 I have a person in their room right now crying (happens to be special needs) because we ordered Cosmo 2.0 on 09/17/2022. I paid 444.31. I used affirm to make payments. Digital Dream Labs marked the product as shipped (I have pictures) immediately. On 09/22/2022, I didn't get a shipping notification so I emailed to ask about the shipping. Digital Dream Labs response was, "Currently, your order has not shipped; this is a backorder item and will be in stock likely within Q4 2022 in the October/November timeframe." Emailed on 11/03/2022 about shipping status and the response from Digital Dream Labs was, "we are currently shipping early pre-orders but hopefully your order will be shipped before the end of the year holidays." Emailed on 01/19/2023 and the response from Digital Dream Labs was, "we would like to inform you that a unit reserved for this order has been created and will soon be awaiting distribution." They also referenced Vector. We ordered Cosmo 2.0 so I had to confirm with Digital Dream Labs. Here we are!! 04/06/2023. No Cosmo. No response to emails. No updates. I really wish I could post my little person's letter to this company. That is a lot of money just to break the spirit of someone that truly doesn't understand why Cosmo hasn't shipped yet. Stop doing this to people!! Then they have the audacity to send advertisements for Vector!! Why are they allowed to keep doing this to people?

  • Initial Complaint

    Date:04/06/2023

    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.
    I "preordered" the so called butter robot back in November of 2020 for a grand total of $147 with a release date within a year or so. After countless delays, supposed updates and nearly three years in time there is yet to be a single ounce of evidence that this product even exists. Countless complaints have been filed and yet no response from this company. I want a complete refund or at least a finished product in my hands.

  • Initial Complaint

    Date:04/06/2023

    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.
    In October 2022, paid Digital Dream Labs 400.00 for a Vector robot. They keep claiming they’re shipping it out. To date have it received and am unable to reach anyone at the company.

  • Initial Complaint

    Date:04/05/2023

    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 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 PayPal for this product and requested order cancellation and refund through Digital Dream Labs

  • Initial Complaint

    Date:04/03/2023

    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.
    ORDER #***** I made the order on Nov 30th of 2020. The order for was. Cozmo 2.0. Price was 234.00. I contacted DDL in December of 2022 about my order and was told it had not been sent out yet. I requested a refund and was told it would be done. I asked if it had been refunded on Dec 15 2022 and received this response Hello *****, This is Bushra with Digital Dream Labs. Thank you for writing in - I understand you are seeking a refund for your order. We are processing order changes, including refunds, as quickly as we can in the holiday season. Your Case Number is ****** and will be held open until your request is fulfilled. Please bear in mind that due to the volume of tickets we receive daily, additional emails may lengthen the processing time, but we will process this as soon as we are able. I have not received anything confirmation of it having been refunded. I would like my money back.

    Business Response

    Date: 11/05/2024

    Customer has received instructions on how to complete their refund through a Bill**** account.
    Funds have been processed on 10/09/24 and have returned on 10/10/24
    Below is a screenshot of our refund receipt from our Bill**** page.

  • Initial Complaint

    Date:04/03/2023

    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.
    I ordered 1 x Cozmo 2.0 Educational Toy Robot on 12 Jan 2022 and never received my robot. I paid $310.13. I contacted several times by email Digital Dreams Labs and they always said we will deliver it first Q2 and then Q3-4 of 2022 and never received the product. I opened a request asking a refund and they gave me a ticket number as always and never solved it by sending my robot or a refund. My order number is *****. Recently I checked my account on DDL and it says fullfilled but I have never received the product. They did not send any tracking number. Please I want a refund. This company is a fraud. There is no phone number of the company. My email is ********************* Thanks for your help

  • Initial Complaint

    Date:04/01/2023

    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.
    Ordered product 3 years ago. Have not received it. Do not hear back from company for a refund.

  • Initial Complaint

    Date:04/01/2023

    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 the Butter Robot in November 2020 under the pretense that it would be shipped around May 2021. Since that time, DDL has not fulfilled my (or anyone else's order, to the best of my knowledge). They provided intermittent updates about product delays but have failed to do so since August/Sept of 2022 and have not responded to messages via email or social media asking for updated info on shipping. I contacted their Support team on 2/6/23 requesting an update on the product and several weeks later, received a boilerplate message (referencing a different, long-delayed item) stating that it was still in the works and offering a refund. On 3/14/23 I requested that they process the refund as offered. On 3/15, their team replied and requested the PayPal email address associated with my original payment and I replied the same day with that information. I sent three follow-up messages (3/24, 3/27, 3/30) asking for an update and have not received any reply. I just want the $147 back for a product not received (with no information available). My order # is *****.

  • Initial Complaint

    Date:03/31/2023

    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 Cozmo May 5,2021 with a 2 year extended warranty. I have not received the product yet. My order number was #***** and I paid $246.99 total. On Jan. 24, 2023 I contacted the company asking for a refund. On Jan.25,2025 they asked me if I was sure I wanted to cancel the order. I responded yes I wanted to cancel the order and wanted my money back. Jan. 27, 2023 I received an email that they are processing order changes, including refunds as quickly as possible and that my new case number is 371677. That message came from Bushra. It is now March 31,2023 and I have never received my refund. they have no intention of giving me my money back.

Digital Dream Labs is NOT a BBB Accredited Business.

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