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:03/08/2023

  Type:Delivery 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.

  I paid for a Butter Robot from Digital Dream Lab under the impression that the item would be sent by the end of the year. This was 2021. I contacted them last year and spoke to someone via email and they said they'd send me a refund. They never sent it. I've been getting the run around for a year now. Either they ignore my emails or they make it seem like it will be issued and then they don't. Their phone number doesn't even work! I want my $197 refund for my order (*****)

  Business Response

  Date: 11/05/2024

  Customer has received their refund via Bill****
  Funds were processed on 3/30/23 and has returned on 4/05/23
  Below is a screenshot of our refund receipt from our Bill**** page.

• Initial Complaint

  Date:03/07/2023

  Type:Delivery 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 have been in communication with Digital Dream Labs regarding the purchase of a Butter Robot since Nov 2020. The product I purchased was never delivered. I have asked for information and updates countless times, only to be given vague responses with no concrete details on when (or if) my purchase will ever arrive. On Feb 23, 2023 I finally got in touch with Jacob H******, CEO & Co-Founder of Digital Dream Labs. He declined to offer answers to the questions I asked, in regards to what was happening with my purchase or when/if I would receive it, saying only that it was a “touchy subject.” I stated that, due to his unwillingness to provide me with reasonable information, I wanted a prompt and full refund. At this point, he said the refund would be coordinated with Catherine Woo, another worker at Digital Dream Labs (who has been included on the entire email exchange between myself and Mr. H******). I never heard back from her - or anyone else - in regards to my refund. On March 3, 2023, after a week of waiting, I sent a follow up email to Jacob H******, Catherine W** and the company’s general support team but still have received no response. It is now March 6 and I am relatively certain I will be ignored indefinitely without assistance from the BBB. I am seeking a full refund in the amount of $147.00.

  Business Response

  Date: 03/08/2023

  Hi BBB,

   

  After getting the customer's confirmation on the refund details, we have refunded the customer on March 8, 2023 and notified the customer via our Support Desk. We do apologize for the delay.

  
  Warm regards,

  Digital Dream Labs

  Customer Answer

  Date: 03/09/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******** and, assuming the full refund amount appears in my account within 5 to 7 business days from Tuesday, March 7, I will find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Rebecca P*******

• Initial Complaint

  Date:03/03/2023

  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.

  Hello I’ve been waiting for updates on the Butter robot from Digital Dream Labs that I was an early buyer since 2020, I’ve just recently looked into it and I’ve decided on requesting a refund for it. I feel like it’s been too long without a detailed update. My confirmation number is Order #***** for $147.00 USD

  Business Response

  Date: 03/04/2023

  Hi BBB,

   

  We have searched our Support Desk for emails from the customer using their name (****** ***) and email (***********@gmail.com), and have found no emails from this customer enquiring about their order or requesting a refund. If the customer would like a refund, please email our team at [email protected] so that we can verify information for cancelling and refunding their order. If the customer used a different name or email to communicate with us, please let us know and we can look it up as well.

   

  Warm regards,

  Digital Dream Labs

  Customer Answer

  Date: 03/17/2023

  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.
  
  
  
  Hello, I am contacting BBB again after going through a refund process with Digital Dream Labs support. I was in contact with someone and I gave the proper information to get my refund. It has been over 5-7 business days since then, and I have yet to receive any update or confirmation about the refund. A prompt refund will gladly resolve my issue as 5-7 business days have already passed.

  
  
  
  Regards,
  
  
  
  ****** ***

  Customer Answer

  Date: 04/05/2023

  Hello, I am reaching out to this email for an update on my complaint status. It has been almost a month since last contact with Digital Dream Labs and have yet to receive an update from them as well in regard to my refund.
  I was last in contact with a Cathrine from Digital Dream Labs Support via helpscout.net
  And was assigned case number ******, It's been well over 7-12 business days since i've last talked to them and i still havent been issued a refund.
  
  Looking forward to hearing from you with warmest regards,
  
  ****** ***
  

  
  

  Customer Answer

  Date: 05/30/2023

  I am reaching out to you in regards to my pending dispute with Digital Dream Labs. I have been reassigned a case number three times for the same issue and I feel like this is pushing back my position in getting my refund back. Another thing I'd like to address is the use of "Holiday season", as far as I am aware the months for holiday season are from early November to the beginning of the new year.
  Original case number- ****** 3/6/23
  Second given case number- ****** 3/17/23
  Most recent case number- ****** 5/27/23
  Seeing how it's been re assigned a case number three times now I find this odd due to my most recent out reash was a different person named Angelie responding to a different email intended for Catherine. 
  
  I have attached the following Snippets for your reference,
  
  Warm regards,
  
  ****** ***

• Initial Complaint

  Date:03/02/2023

  Type:Delivery 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 product from this company back in November 2020, Order #***** for Butter Robot ($147.00). The company has never delivered the product - in fact, it doesn't seem that they are even making the product, as they have lied to customers for three years now about their progress, constantly promising to send orders out in the next quarter. Apparently this company is notorious for taking people's money and not delivering product. I've been trying to get a refund for a month. I don't get any responses. They have no customer support phone number, no consumer chat, and they've disconnected their headquarters phone number. They also ban any negative comments on their social media accounts. I want my refund, but honestly, this company needs to be shut down.

  Business Response

  Date: 03/06/2023

  Hi BBB,

  
  We have refunded the customer on March 6, 2023 and notified the customer via our Support Desk. We do apologize for the delay.

  
  Warm regards,

  Digital Dream Labs

  Customer Answer

  Date: 03/06/2023

  
  
  
  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. 

  Hello ********,

  
  

  Wanted to give an update on my case, ID ********. Filing an official complaint with BBB seems to have done the trick and Digital Dream Labs has finally refunded me. As far as this complaint goes I am satisfied, so the BBB can consider this case closed.

  
  

  Thank you for your assistance!

  
  

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

  
  
  
  
  

• Initial Complaint

  Date:02/28/2023

  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.

  I pre-ordered a Butter Robot from this company back in November of 2020 for $147. It is now 2023 and I have yet to receive this product that I’ve been waiting for. I emailed the company asking for a refund and haven’t received a response since asking for it. I would like to receive my refund since I’ve asked for it twice now.

  Business Response

  Date: 03/01/2023

  Hi BBB,

   

  We have processed the refund for the customer on March 1, 2023 and have notified the customer via our Support Desk. We do apologize for the delay.

  
  Warm regards,

  Digital Dream Labs

• Initial Complaint

  Date:02/26/2023

  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.

  I preordered the Butter Robot in November 2020. In that time, Digital Dream Labs have put out multiple statements claiming just about everything - the product will be done next month, we don’t know when it’ll be done, etc, you get the idea. On September 16 of 2022, I requested a refund and sent a separate follow-up email on September 20, 2022. Throughout the refund process, I have had two different representatives go silent, and I am three days into seeking a response from the second one. As a customer, these responses have made me feel ignored. My case number is ******.

  Business Response

  Date: 03/05/2023

  Hi BBB,

   

  We have processed the refund back to to the customer's original payment method on March 5, 2023. We have notified the customer via our Support Desk. We do apologize for the delay.

  
  Warm regards,

  Digital Dream Labs

  Customer Answer

  Date: 03/06/2023

  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. I have not received the refund as the card I made the purchase on has been cancelled. For your reference, details of the offer I reviewed appear below.
   
  
  Regards,
  
  
  ******* ******

• Initial Complaint

  Date:02/24/2023

  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.

  My seven year old saved up over $330 to buy a Cozmo robot in April 2022. After waiting 6 months with nothing, I had already contacted the company several times to ask when it would ship. They kept promising next month and then another month would go by and nothing. In October 2022 I contacted support to ask for a refund after reading several reviews that the company just took money and never sent products or refunds. They replied twice already to “confirm I wanted a refund” and when I answered yes both times, there was no response at all and I was told there was a refund ticket open and if I kept emailing it would slow down the process. It’s now February 2023 and there has still been no response and no refund. I am beyond livid and my son is so disappointed. This is absolutely unacceptable.
  My order #***** needs to be cancelled and I want a full refund to my original payment method. If they reply here that they have asked me to confirm and I didn’t respond like they have on others, it’s a complete lie. Just refund my money!!!!!!!!!!!!!!!!!

  Business Response

  Date: 03/05/2023

  Hi BBB,

   

  We have contacted the customer and processed their refund on March 5, 2023. We have notified the customer via our Support Desk. We do apologize for the delay in processing the customer's request due to the emails being flagged for profanity. 

  
  Warm regards,

  Digital Dream Labs

• Initial Complaint

  Date:02/24/2023

  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.

  On December 10th 2022, I purchased a Vector for $409.55. I actually didn't mean to purchase it in full and was trying to do the payment system. I asked for a refund immediately after purchase. Customer support did get back to me really fast. They told me that they will process my refund. At first they were trying to talk me out of it. After two weeks, I did not get any more emails or even the refund yet. I tried to reach out to them, they told me that my account was sent to the "concern department" and "Rest assured you will be sent a confirmation email when your order will be canceled and refunded". That was almost two months ago. Now I'm still waiting for a refund, I tried contacting them twice after that but got no response. I see that they obviously don't care about the customer. ORDER #*****

  Business Response

  Date: 03/06/2023

  Hi BBB,

  
  We have sent emails to the customer on March 5 and 6, 2023 and have not gotten a reply back from the customer. We need to the customer to verify the refund details so that we can process the refund. Once the customer confirms the refund details, we can proceed with the refund. We do apologize for the delay.

  
  Warm regards,

  Digital Dream Labs

  Customer Answer

  Date: 03/08/2023

  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.
  What they said was a lie and I have proof. They did not send me anything I did not respond to??. I will clearly show proof of entire conversation sent from me. I’ve been hounding them about my refund, they even stated that my account was send to, “concern department”. It’s been months when they finally sent me the email to confirm whether I wanted them to send me the product or apply for refund. They are liars. I didn’t know about the last couple emails as I been waiting for responses. As you can see with the dates of the emails, the they left me hanging for days. Unaware of anything and giving me very little information accept. 
  
  Regards,
  
  ******* *******

  Business Response

  Date: 03/09/2023

  Hi BBB,

   

  We reached out to the customer on March 5 and 6, 2023 with no reply from the customer. On March 8, 2023 the customer responded and we refunded the customer on the same day. We have notified the customer via our Support Desk.

   

  Warm regards,

  Digital Dream Labs

• Initial Complaint

  Date:02/23/2023

  Type:Delivery 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.

  On 1/25/2021 I pre-ordered their "Butter Robot" for $157.60. Although they had a release window for the end of 2021, that was delayed due to supply constraints and whatever other reasons they had delayed the product for. The release window slipped to 2022 and while I waited, lack of updates and information from this company made me lose faith in their product being delivered at all. I emailed them asking for a refund, with some emails replied but ultimately they stopped responding to me and still have not refunded me. I tried contacting my credit card company to dispute the charges but due to the age of the purchase they are unable to do so. I feel duped and scammed with false promises, no delivery of product in any way and no response from them. The order number is *****.

  Business Response

  Date: 03/05/2023

  Hi BBB,

   

  We have refunded the customer back to the original payment method on February 25, 2023 and notified the customer via our Support Desk. We do apologize for the delay.

  
  Warm regards,

  Digital Dream Labs

  Customer Answer

  Date: 03/05/2023

  
  
  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:02/21/2023

  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 paid US$344.49 for a Cosmo 2.0 on January 5th 2022 order #*****. I sent them a request for a refund via email on January 10th of 2023 and they replied on the same day giving me confirmation that Digital Dream Labs had received my email and assigned me the case number of ******. The next day I was asked if I was sure I wanted to cancel my order and I stated that I would still like to cancel the order to which they responded with "This is Muhammad 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." On January 30th of 2023 I emailed Digital Dream Labs in an attempt to get a progress update as it seemed to be taking an unusually long amount of time to get the refund. Digital Dream Labs responded on February 1st 2023 that they had already forwarded my refund request to their billing team and that I will be notified when the refund is initiated. I have yet to receive any further message from them and I have not yet received the refund either.