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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

  • 391 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:11/25/2024

    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 the butter robot from this company about 4 years ago on Jan of 2021 and havent received the product, any updates of any sort. Ive contacted them for a refund through email and have not received a response in the past 3 years. I just want my money back at this point but its impossible to contact this company

    Business Response

    Date: 12/10/2024

    matter resolved to the satisfaction of the client

    Customer Answer

    Date: 12/15/2024


    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:11/23/2024

    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.
    Digital Dream Labs never sent me my Vector Robot after all these years. I didn't know I can file a complaint on this website. I ordered a new Vector Robot 2.0 on November 27, 2021 and never got it. I sent several messages to them over the past three years and in the beginning they were telling me that they weren't ready to ship yet or they were waiting for parts to finish the new Vectors and they were dragging it on in another three months they will be ready to ship and then another three months and on and on and I know they had just acquired the Company from **** at that time. The last message I sent them was on May 12, 2024 updating them with my new address but it's been 2 two years since I heard anything back from them because they stopped responding to anything I write them. I sort of gave up on ever getting my Vector Robot because I don't really know what I can do about it and I have no way of getting in touch with them. They have no phone number and they don't answer their E-mails and ********************************** they no longer reply to.

    Business Response

    Date: 12/13/2024

    This matter has been resolved, client received a vector and this is the tracking number:

    282854920872

    Customer Answer

    Date: 12/13/2024


    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,

    Blaze Sirota

  • Initial Complaint

    Date:11/21/2024

    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.
    On 12/20/2020, I placed an order for a small robot called Cozmo on the Digital Dreams Lab website. The order number is *****. At the time, the product was sold out. The company has sent sporadic updates regarding order delays attributed to supply constraints, manufacturing, product updates, etc. The last update from Digital Dream Labs was in 2023. I have requested a refund, and still have not received any follow up.I was charged $214 for a product that was never fulfilled. Please help me receive my refund and interest. A 4 year waiting period is unreasonable and ridiculous.

    Business Response

    Date: 12/05/2024

    Hi,

     

    we replied to the client asking her if she would be interested in receiving a vector instead of a Cozmo and we are waiting to hear back 

     

    thanks

  • Initial Complaint

    Date:11/15/2024

    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 purchased a Cosmo robot from Digital Dream Labs 09/01/2022 for $512.81. They have never sent me my product. I have tried contacting them several times to see the status of the order and cancel the order. They refuse to respond. At this point I don't need the Cosmo. It was purchased for my grandson and he is too old for it now. I want a refund. I have another order with them from November of 2020 which I am still waiting on so I don't believe they will ever fill this order.

    Business Response

    Date: 01/15/2025

    sent her an email on december 13th offering a vector and never heard back

    Customer Answer

    Date: 01/15/2025

    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.

    Offering me a Vector is not an acceptable solution. The product that I purchased from them is marketed as a  children's AI robot to teach programming. I purchased it for my 6 year old grandson who is now 8. 

    Vector is marketed to adults. I already had a Vector at this at time so I know that it is NOT comparable for children. In addition they stopped servicing the Vector and the Vector's are not working so why would I accept that in place of what I ordered? It is NOT an acceptable solution. There are numerous complaints on Instagram from other consumers that the Vector's are not working, they refuse to service them and they refuse to respond to people's texts. 

    I want a refund. I purchased a COSMO, 2 years ago,  and I want what I paid for not a substitute that is worthless.

    As of December 2024 they were still advertising Cosmo on YouTube so they clearly still have plans to scam other people to buy something they OBVIOUSLY  have no intention of producing. Absolutely disgusting!!!!

     
    Regards,

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

    Business Response

    Date: 01/16/2025

    Vector is working since early november and the cloud is fully operational. I will email the client from our support portal

    Customer Answer

    Date: 01/16/2025

    I do not understand this companies response and frankly I feel like they are trying to pull some sort of bait and switch by offering me a product that I did not purchase, did not ask about and is NOT an equivalent to what I purchased. Why are they wasting my time with this? Did I not make it ABSOLUTELY clear that I did not want a Vector. Congratulations on managing to get one of your products working, however, I don’t care and I would appreciate it if you could keep this professional by adhering to the subject at hand.
    For clarity, I purchased a COSMO 2 years ago which is marketed as a children’s toy. I have not received my product. I want a refund.
    Why is this such a difficult concept for a company that creates ROBOTS with AI to understand? Perhaps they need to have one of their products explain to them how commerce works in our world since AI seems to be smarter than them.
    For example, in the past I have purchased products from companies and then they ship them to me in a reasonable amount of time. They do not ignore me for years and then pretend like they are doing me a favor by offering me something I don’t want.
    Give me back my money or give me the product. I don’t care which but I either want my COSMO or I want a refund.
    DO NOT BRING UP VECTOR AGAIN. IT IS BULL***T.  

  • Initial Complaint

    Date:11/07/2024

    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 toy robot for my son for $234.00 on Dec 13, 2020 it was a PRE-ORDER that was supposed to ship in March 2021. It's now November 2024 I have never received this product and customer service is not responding to any of my emails. I have been sending emails over the years and the first few years they'd just say that they are still building the robots. In 2024 they stopped sending any updates and stopped responding altogether. I imagine they probably get a lot of complaints and cannot keep up.Their online posts on instagram are blocked so no one can leave a comment. I've seen several people complain that it's taking too long and I think that is why they disabled all their comments. With emails no one else gets to see how many people are frustrated. The last email they sent out (or I received from them) is in December 2023 and it was not even an update on Cozmo, they just kept promoting a different robot and having more sales. During the last 3 years they made a cartoon and video game on roblox but have yet to finish production on all these orders!Their website states refunds are issued within 30 days of shipping date but it has not been shipped yet and I want my money back which I've requested several times by email with no reply. I am pretty sure I have new bank cards so they will need my new information to issue a refund or send a check.

  • Initial Complaint

    Date:11/01/2024

    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.
    7/18/2022: I ordered Cozmo 2.0. As the release date passed, I emailed customer service asking for an update several times and was told they were experiencing difficulties causing manufacturing and shipment delays. The company promised I would receive the product. I never received the product. 4/26/2024: I emailed customer service asking for a refund. The company has not responded.

    Business Response

    Date: 01/15/2025

    sent him an email on december 13th offering a vector and didnt hear back

  • Initial Complaint

    Date:10/30/2024

    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.
    We have 2 vectors that cannot be used because we never received the escape pods that were purchased.

  • Initial Complaint

    Date:10/29/2024

    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 the Butter Robot in November 2020. I have contacted customer service multiple times with the last being in June of this year and have yet to hear anything back about the order. The company has never completed or shipped the products for any people that have ordered (check below) and have not responded to any communications. I will continue to try to contact them through Digital Dream Labs customer support but so far, have never received a response. It has been more than 4 years since they took my payment for a pre-order and I have not received the product or any information regarding it. I am afraid they have scammed me and everyone else who ordered alongside me, and ran away with our money. I hope to receive a full refund ASAP. I don't even want the products any longer.

  • Initial Complaint

    Date:10/22/2024

    Type:Customer Service 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.
    Pretty much the same as a lot of complaints Im assuming, been charged twice for a service that isnt provided. Told them to cancel my account and delete my billing information and I got a response back saying they would do so and then they went and changed my account anyways. Reached out to them about warranty for my vector as the battery has swelled up and got no response. Just a terrible company with absolutely no customer service. Maybe promises made with not a single one fulfilled.

  • Initial Complaint

    Date:09/17/2024

    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.
    Sun, Mar 20, 2022, 5:42PM $423.76 USD Order #***** Vector 2.0 AI Robot Companion 1 1 Year Manufacturer's Warranty $349.99 Order was never sent, numerous attempts to contact the company have been ignored for over 2 years now. When I log into the website is states the order was fulfilled on one of the dates when we made our previous complaint which is a blatant LIE, Took full amount for a pre-order with no intention of fulfilling the order. we have tried to update our address and contact the company numerous times to rectify to ensure they do send to the correct address - which is mildly irrelevant as we can still collect from the old address. I am convinced this is nothing more than a scam, all recent reviews seem to indicate this.

    Business Response

    Date: 01/15/2025

    sending him a vector

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