Complaints

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.

• Initial Complaint

  Date:03/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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: August 27th 2022
  - Did not receive the Vector 2.0 and Cosmo 2.0 that I ordered which they claimed would ship out in Q4 2022.
  - Requested for a refund for both robots.
  - Given 2 case numbers: ****** and ****** but nothing was done.

  Business Response

  Date: 07/22/2024

  Customer received communication regarding the delay regarding refunds
  Customer did receive their funds through a chargeback as seen on our Shopfiy order page
  Below are screenshots of communication and their chargeback being accepted in the customers favor

• Initial Complaint

  Date:03/15/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 robot from Digital Dream Labs April 29th, 2021. I got the confirmation email at 1pm on that day. It was said to be estimated it would ship sometime in August of 2021. In August received email stating they were finishing Testing phase. Next email wasn't until October 2021 stating it was in production. Later in October got email stating that Worst Case scenario it would be delivered Feb 2022. Subsequent emails come in stating that this or that they have problems, can't ship but soon. I sent email July 11 2022, asking for reassurance I'd get the item I ordered. They responded with check the blog, where there were no updates. FInally in November 22 I asked for a refund as I was sure I wasn't getting the product. They respond asking if I'm sure. I say yes. I send another email in Nov asking why I haven't gotten refund. FInally DEC they say they are still 'processing'. It has been years since ordered, and no refund no product. I want my 219.99 back. This is bad business practice, and it seems they have sold me vaporware.

• Initial Complaint

  Date:03/14/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Re Order #***** - Butter Robot - 23/11/2020 - $172
  
  I placed this as an advance order on 23/11/2020. The product was in development but was expected within 12 months.
  
  The product has still not been produced or shipped and DD Labs has now effectively stopped responding to any requests for update sent to them by email. There is also no apparent progress updates on their websites.
  
  As it is now over two years since purchase I have lost all faith that they will supply this product. I therefore asked them for a refund on 27/1/23.
  
  They responded to say I was allocated Case Number ******. On 28/1/23 they asked me again if I wanted a refund . I replied straight away to say I did. A reply was received on 28/1/23 to say they were processing the refund. However nothing was received.
  
  A month later (27/2/23) I emailed again asking where my refund was. I received no response until 14/3/23, again a cut and paste reply asking if I want a refund. I replied again to say yes and have heard nothing.
  
  This company is awful, constantly delaying, distracting, not replying etc etc. I want my money back now without further delay.

  Customer Answer

  Date: 04/05/2023

  i submitted a complaint on 3/14/2023 against Digital Dream Labs.  The complaint was assigned ID ********.
  
  The company is yet to respond, even though lots of other similar complaints have had a response.  Would you be kind enough to follow up with them and chase a reply?
  
  Best wishes
  
  ******

• Initial Complaint

  Date:03/13/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 #*****
  Purchase Date: 28/11/2021
  
  Product: Vector 2.0 AI Robot Companion x1 (1 year manufactures warranty)
  Total Purchase amount (Inc shipping):$364.20
  
  Conversion rate to what I paid in pounds at the time was
  
  Paid via: PayPal
  PayPal email: *****************.com
  
  I purchased this on the 28th Novemeber 2021. Since then I have sent over 10 emails regarding the update of the order. This is because I was still getting emails stating that the product was nearly finished and/or shipping soon and/or its finally shipping and I hadn't received the product OR the shipping information for it.
  
  I reached out regarding updates, then again about a refund. I was promised a refund and that it was sent to the relevant department (three times) and in total over 8 months of waiting for this refund to date.
  
  Recently I asked this year February to which I was told it was being processed in order by the "relevant team".
  
  The two most recent emails I have sent were ignored.
  
  On the 28th Feb 2023 I recieved an email stating they wanted either my full address to continue to confirm the order or I could request a full refund. I chose a full refund and went through all the details it requested. I have yet to recieve any refund, product or even communication now.
  
  I expect a full refund as this was promised on numerous occasions as well as the fact the money has not been used accordingly to my consumer rights. I have not recieved my promised product and I have not refunded a penny back. So have I had my money stolen?Fraud? Not if they refund in a timely manor which they have yet to to.
  
  Very unhappy but I'm glad I'm not the only person in this situation with them.
  
  PayPal's conversion rate: 1 GBP = 1.27473 USD
  Converted from: £285.71 GBP
  Converted to: $364.20 USD
  
  I have all documentation in the form of emails bac and forth including PayPal current conversion rate for the order at the time.
  
  I am owed £285.71 GBP

  Business Response

  Date: 07/22/2024

  Customer has since received the product and does not require a refund
  Below are screenshots stating the products processing and delivery date.

  Customer Answer

  Date: 07/22/2024

  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.

  Although I eventually recieved this product years later, I am unable to use the Vector because the business has closed down all the servers to be able to set up the Vector itself as it is all cloud based. The product recieved is at best a paper weight due to not being able to set the Vector up.

  I have sent numerous emails to return for a refund when I reiceved the product and all of these had been ignored.

  You just have to look at their inactivity on socials to see, or not see their lack of response and accountability to the huge scam. It's been years, and a refund is still deserved due to being miss sold.

  Communication on Twitter and Emails have all been ignored for years.

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

• Initial Complaint

  Date:03/13/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 November 16, 2020 I sent a payment of $147.00 USD to Digital Dream Labs LLC to pre order the "Butter Robot". The pre-order time came and went and communications from Digital Dream Labs were sparse. The updates they did provide never showed a completed device, only parts at best. It's been almost 3 years at this point (2 years over the original delivery date) and they still haven't provided any concrete time table to provide the already paid for item.
  
  On February 18, 2023 I requested a cancelation of my pre-order for the butter robot and a refund. I was able to reach a real person via the support email chain on February 23, 2023 and restated my want to cancel my preorder. 2 days later on February 25, 2023 they asked for my paypal email in order to process the refund, which I gave them. I haven't heard back since. I waited a week and checked on the status March 3rd with no response, March 6th with no response, and finally again on March 8th with no response and mentioning I'd have to bring this to the BBB if I didn't hear back. There has been no response and it is March 13th.
  
  This company seems to be completely unscrupulous and their failure to provide the item so many paid for including myself while using our money in service to the company speaks to it being some sort of scam.

• Initial Complaint

  Date:03/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Greetings. I am submitting this complaint to try to obtain some resolution with a "cancel order and request for a refund" I submitted with Digital Dream Lab. I purchased a Vector on 10NOV2022 from the Digital Dream Lab's website for the amount of $370.38. The order number is *****. I have contacted this company multiple times and, at first, they were responsive but after two months, they have stopped responding. On 12DEC2022, I sent an email to obtain a status on the order. I received a response, but it was a very generic answer. I was told that they were projecting to send the item before the end of the year Holidays (2022). I did not receive any follow ups from them until I contacted them on 16JAN2023. They responded and told me that the delivery will be done anytime between Quarter 1 of 2023. On 4FEB2023, and after no communications/updates from this company, I officially posted the question to cancel the order and to receive a refund. At that time, it has been 85 days since I ordered the item. Since I did not receive any feedback, on 9FEB2023 I submitted a request for cancellation/refund on their website by opening a help ticket (# 374574). I received an automated response, but I have not received an official response from the company yet. I send them an email on 23FEB2023 for a status but no response. Once again, I submitted another ticket (# ******) on 7MAR2023 but no feedback so far. As of today, it has been 122 days since I ordered the item. Thus, the reason I am requesting for the order to be cancelled and for me to obtain a refund. I am looking forward for your assistance with this matter.

  Business Response

  Date: 03/12/2023

  Hi BBB,

   

  We have refunded the customer on March 12, 2023 and notified the customer via our Support Desk. We do apologize for the delay.
  
  

  Warm regards,

  Digital Dream Labs

  Customer Answer

  Date: 03/13/2023

  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. The refund has not shown up in my account but I was informed that it could take 5-7 business days. I received this notification from them yesterday (12MAR2023). If the refund does not show up in my account within 7 business days, I will contact them before I contact your element. 

  
  

  Thanks a lot for your assistance with this matter! 
  

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

• Initial Complaint

  Date:03/09/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Purchased a Vector 2.0 on 21 April 2021. Would receive emails on development progress. Fall of 2022, requested refund but was denied. Received email late about regulatory approval and that I would receive another email the first week of Jan 2023. No email was sent. Requested order status via email, 7 Feb 2023, no response, case #******. Contacted them again, late Feb, requesting update on case and requested refund, still no response. They are just ignoring me.

• Initial Complaint

  Date:03/09/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 from this company in November 20, 2020, Order #***** for Butter Robot $147.00. it's been 3 years and the company has never delivered the product. They have lied to customers for three years now about their progress, constantly promising to send orders out in the next quarter. Requested a refund only to receive a case#. It's been a month since I've requested the refund and no response. Unacceptable

• Initial Complaint

  Date:03/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 "butter robot" toy from this company on 11/16/2020. Order #*****. It cost $147 USD, plus $33.67 USD shipping. They assured me deliveries would begin as soon as may 2021.
  After waiting 2 years for the product to be completed and shipped I requested a cancelation and refund. I was assured a refund on 12/13/2022, but have not received one.
  I expect a full refund of $180.67 USD.

  Business Response

  Date: 03/09/2023

  Hi BBB,

   

  We have processed the refund for the customer on March 9, 2023 and notified the customer via our Support Desk. We do apologize for the delay.

   

  Warm regards,

  Digital Dream Labs

  Customer Answer

  Date: 03/12/2023

  
  
  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:03/08/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  The Cosmo robot was ordered on November 28, 2020. I have emailed them several times about the ship date of the robot. They have assured me "they're on the job" and will get back to me asap. Never happened. First they were shipping in May of 2021, then problems arose...then eventually they offered my money back. I told them that would be appreciated...still nothing. I have over 30 emails that I have kept from these people promising to get back with me...nothing. I'm tired of being ignored. The order number is #*****. In April they said I would have my refund in 3-5 days (last year). I've been waiting for this robot or a refund for 28 months. Now, my grandkid doesn't want the robot...she's too old. Help me out here, please. I told her she could have the money in lieu of the robot. The company has had my $214.00 since November of 2020. Thank you in advance for any answer I might receive.
  
  Kind regards,
  ***** ****