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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:03/30/2023

    Type:Delivery Issues
    Status:
    Unresolved
    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 from Digital Dream Labs in November 2021, and although this was paid in full, I never received the product. After several attempts to get an update on the order and being given multiple delivery dates that were not met, I requested a refund on and continued to follow up with the company on estimated dates to ship up until requesting a refund and when I received an email from Digital Dream Labs they confirmed they would process a refund but provide no timeline to to that on. At this point I am incredibly unhappy with the overall experience, including Digital Dream Labs' failure to deliver the product, their inability to provide timely updates and finally with the fact that I’ve still never received a refund. (Order number can be shown in images sent from continuous emails between myself and digital dream lab.)

    Business Response

    Date: 04/18/2023

    After Reviewing this Order #***** it appears that the customer ordered a Cozmo 2.0 which has not been released yet and not a Vector 2.0 which has been released. If this initial Order was placed in error and the customer wishes to have a Vector 2.0 fulfilled we are able to fulfill this item. 

    Customer Answer

    Date: 04/18/2023

    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. 

    Due to the ongoing period of now exceeding a substantial amount of time. It’s now been over a year since purchase and going into 1 year and 5 months. The item is no longer of use nor was proper communication taken to let me know it would be ongoing for such a significant time frame. It was initially advertised as a Black Friday special which typically signifies prior to the Christmas holiday. This is false advertisement. I would like a full refund based on the prior proof of purchase sent and attached via complaint. 

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

  • Initial Complaint

    Date:03/30/2023

    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 purchased a product on 12-18-21 for a robot. It has never been sent. I contacted numerous occasions and was told shipping soon to those who had ordered. I finally gave up and asked for refund this past December 2022. I still have not received it. I can’t actually talk to a person about it, just email. I also told them that CC it was charged to is closed due to fraud but that is the only way to refund. Supposedly I would still receive the refund from the CC company. That have not refunded me. I tried to upload documentation but that feature is not working, possibly because filing on my phone

  • Initial Complaint

    Date:03/30/2023

    Type:Customer Service 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 butter robot from digital dream labs in November of 2020 for a total of $147.00 and never received the item or an update. I would like a return but have received no response from them. I have a different bank account so if I refund is issued I will have to provide the information.

    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 10/22/24 and are to return within 3-5 business days
    Below is a screenshot of our refund receipt from our Bill**** page.

  • Initial Complaint

    Date:03/30/2023

    Type:Product 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 ordered a Butter Robot from Digital Dream Labs on 11/16/2020. Order #*****. The total price was $147. After infrequent updates and repeated delays, I decided to cancel my order and requested a refund on 12/13/2022. At that time, I was told my request was turned over to their billing department and that I would be updated when the refund was processed. After not receiving any updates, I followed up with them on 1/10/2023, and was again told it was in the hands of their billing department and I'd be updated soon. I followed up with them two more times on 2/1/2023 and 3/22/2023 only to be told the same thing. They repeatedly asked me to confirm my original payment method was still valid which I promptly did. It has been almost 4 months since I first requested a refund and I feel I have no other choice than to seek assistance from the BBB.

    Business Response

    Date: 11/05/2024

    Customer has received instructions on how to complete their refund through a ******** account.
    Funds have been processed on 10/22/24 and have returned on 10/23/24
    Below is a screenshot of our refund receipt from our ******** page.

    Customer Answer

    Date: 11/06/2024


    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. 

    Regards,

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

  • Initial Complaint

    Date:03/30/2023

    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 a product sold by Digital Dreamlabs (Cozmo 2.0) (order #*****) on November 26, 2021 and have yet to receive my delivery. I contacted support by email, and a person named Catherine offered me several solutions, including a refund for my order. I requested my refund on February 22, Catherine asked me to confirm my PayPal on February 23, and since then I have had no response from her, despite ma y follow-up on March 5, March 22, March 23 and March 27. Here are the 3 email addresses of their companies that I have : - ****************************** * ************************** * ****************************

  • Initial Complaint

    Date:03/29/2023

    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.
    I purchased a Vector 2.0 AI Robot Companion from this company on Nov. 28, 2022. My credit card was charged. I have still not received the product or a refund. The company initially said it would try to fill the order by Christmas, then email and said it would be filled by the end of Q1 2023. Which is in two days. The company has not responded to repeated emails in which I tried to check on the status of my order. The company's website now says the product is in stock and shipping next day, which is deceitful at best.

    Business Response

    Date: 04/18/2023

    This Order was delivered on April 6th to the customer. Please see attached references for both tracking and order completion. 

  • Initial Complaint

    Date:03/29/2023

    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 11/19/2020 I placed an order for a butter robot. Almost 2 and half years later I still have not received the product. My order number is *****. I'd like a full refund of the 147 dollars I paid them. Regards ***** ********

  • Initial Complaint

    Date:03/28/2023

    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 ordered a Butter Robot from Digital Dream Labs on 11/23/2020. I know there are numerous other complaints about the products not being received and the company failing to update buyers. I reached out to them on 9/14/22. I received a response that offered no insight as to when this will ever be made. At this point, I don't even want the product anymore and would prefer not to support a company like this.

    Business Response

    Date: 11/05/2024

    Customer has received instructions on how to complete their refund through a ******** account.
    Funds have been processed on 10/22/24 and are to return within 3-5 business days
    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. 

    Regards,

    **** *****

  • Initial Complaint

    Date:03/28/2023

    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 the Cozmo preorder on May 19, 2021, with promises made by the company that it would definitely be there by Christmas, or at the least mid-February of the following year. The product has yet to arrive. I reached out to DDL in January to request a refund, and after some back and forth, I have heard nothing, despite reaching out twice over the last month. I purchased this product almost two years ago, and after repeated promises that it was coming soon, it hasn't arrived. At this point, I just want a refund. ORDER #*****

  • Initial Complaint

    Date:03/22/2023

    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 a Cozmo 2.0 for my daughter on 4/17/21 and the amount of the purchase was 219.99. The order number is *****. I'm submitting a complaint due to not receiving a refund even though I've been requesting it since December 5th. It's bad enough that the toy has been pre-ordered for almost 2 years now but they should at least send refunds on time. They reply that the refund is processing or that they had to migrate systems but I still do not have a refund. My daughter is older now and this toy does not interest her any longer. Please assist with getting our refund successfully sent.

Digital Dream Labs is NOT a BBB Accredited Business.

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