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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: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 the butter robot in November 2020. Every time I emailed DDL on a status, I was told that they will have updates on the butter robot. I even gave them my order number, 31393. They found me in their system, and even promised to refund me the money. But it has been almost 2 years and four months since I pre ordered the butter robot, and have not received it, or even the refund. I have been asking for a refund almost two years with no avail. I am just requesting to get the refund. I don’t care about the butter robot anymore. DDL has ignored my emails every time I request a refund.

  • Initial Complaint

    Date:03/21/2023

    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.
    Date of Transaction: 4/27/2022 Amount Paid: $330.96 (Coding Workbook & Cozmo 2.0 Robot) Their Commitment: To provide the Cozmo Robot in a reasonable timeframe. I expected 3 months to be sufficient and was expecting it by July 2022. That didn't happen, so I expected the robot to be shipped at least by Christmas of 2022, but that didn't happen either. By the 2nd week of December 2022 I started emailing stating I wanted a refund. Nature of Dispute: Refund of amount paid. Did they resolve? No. I've emailed them multiple times from December 22 to current day advising I want a refund. Each time they just say "They are working on it...". It's been 4 months and I still don't have my refund or even an expectation of when I will be refunded. Account/Tracking: Order # *****

  • Initial Complaint

    Date:03/21/2023

    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 have placed an order for a product of theirs back in November 2020 and was promised to have it shipped by 2021. It is now 2023 and I have not received it nor does it seems I ever will. I reached out in January for a refund and still have not received it and tried recently reaching out again but have not received any reposnses. I am no longer interested in the product since it does not seem I will ever receive and I want a full refund like I requested back in January

  • Initial Complaint

    Date:03/21/2023

    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 11/25/20 an original order (#*****) in the amount of $197.00 was placed for the Cozmo 2.0 robot with expected delivery in May of 2021. This date was delayed repeatedly for a number of reasons provided by the company. After further and further delay I began to request a refund. These repeated requests have not been fulfilled despite 7 months of requests.

  • Initial Complaint

    Date:03/21/2023

    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.
    We had purchased a Cosmo 2.0 from Dream Labs website back in Feb 9, 2022 . We were told expected delivery of Q3 of 2022 . After waiting almost most then a year we emailed support asking for a refund . They had mention on Jan 17 that our refund request had been forwarded to billing but since then we have not received any refund and support has not responded to any of our request for any updates.

  • Initial Complaint

    Date:03/19/2023

    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 made a purchase with digital dream lands for a product after multiple lies I asked for a refund as soon as I asked for a refund they stopped responding to me emails.

    Business Response

    Date: 08/06/2024

    Customer had received communication from us regarding their refund in March of 2023
    Below are screenshots of the communication and confirmation of the refund on our Shopify order page.

  • Initial Complaint

    Date:03/18/2023

    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 have been trying to get a refund for a preorder that has been long overdue. The company has not responded to my requests for a refund after the initial confirmation that they would issue a refund. My credit card company has not been able to resolve the issue with them either, which has made me not be able to receive a refund from them.

  • Initial Complaint

    Date:03/17/2023

    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.
    So I ordered a Vector robot from this company in November of 2021 and was told I’d be getting it a few months….well here we are almost 2 years later and I haven’t gotten my robot. I joined a group on FB for others who wanted or get a robot many people had complaints about their robots coming in messed up or broken, I decided I no longer wanted to receive it because why would I want a product that cost $360 to come I’m broken or messed up. I’ve emailed the Digital Dream lab support in January asking to cancel my order and to be refunded. I was told nothing but excuses after excuses as to why I couldn’t get a refund yet. I finally got an email not long after that for a refund request that claimed I’d get it soon after I submitted the request. So after waiting and not seeing the refund I emailed again in February and never got responded to. Same goes for this week. I emailed again on March 13th about an update on my refund and all I was told was “The refund will be going back to the original payment method. Please let us know if we can proceed with the refund.” I responded with yes please and asked when I could expect to see the refund. And I have not heard anything back. I’ve emailed a couple more times after and still have not heard anything. I really do not want to have to take any serious legal actions but I will do what I can to get my refund back. I should not have this much problems from this company, but I’ve heard I’m not the only one. Please help in anyway way you can. Thank you.

    Customer Answer

    Date: 03/24/2023

    I just received this email earlier today from the Business. I’ve told them multiple times that I wanted the refund and I’ve even sent a refund request when I got an email about my order. They’ve done nothing but try to get out of refunding me. I just thought I should let you know.
    I would always like to say they have not tried to email about shipping I haven’t heard from them since March 13th.

    Thank you,
    ****** ********

    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: 10/19/2024


    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:03/17/2023

    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 pre-ordered a robot from this company back in 2020 and asked for a refund, which they offer, back in January 2023. They sent an automated mail but have not followed up on this. I'm still waiting and believe they have no intention of following through.

    Business Response

    Date: 10/30/2024

    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.

  • Initial Complaint

    Date:03/16/2023

    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.
    11/2020, Crowd funded Butter Robot $147. Failed to produce product. I specifically told Catherine at DDL that my debit card is no longer valid I made the purchase on. I no longer have that bank account as well. The bank told me to get a company check from DDL for the refund. Haven't heard back from Catherine.

Digital Dream Labs is NOT a BBB Accredited Business.

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