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:02/20/2023

  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 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 December 19, 2022, and he continued to follow up with the company until January 18, 2023, when he received an email from Digital Dream Labs 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 after over a month of waiting a full refund, of $367.38 USD, has still not been issues.

  Business Response

  Date: 02/22/2023

  Hi BBB,

   

  We have processed the refund for the customer on February 22, 2023 and have notified the customer via our Support Desk. We do apologize for the delay.

  
  Warm regards,

  Digital Dream Labs

  Customer Answer

  Date: 02/24/2023

  
  
  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.   A refund has now been issued by the business.
  
  
  
  Regards,
  
  
  
  **** ********

• Initial Complaint

  Date:02/19/2023

  Type:Service or Repair 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 went through all the steps to have my sons Cozmo robot repaired starting in September 2022, due to it no longer taking a charge. I knew it just needed a new battery installed, but I still paid for the diagnostic and when they determined it needed a new battery I paid for the repair and shipping. I shipped it to their repair facility in October 2022. They fail to provide regular updates. It has now been 4 months that they have had it and just needed to replace the battery. I have emailed many times and asked what is going on just to occasional receive a generic email back telling me there is a delay but it is still being repaired. I have sent multiple emails wanting a status update recently and to let them know I was unhappy with their service and received no correspondence back. They have no other way to reach them besides email. So I felt it necessary to report them because I am sure I am not the only one having this issue.

• Initial Complaint

  Date:02/19/2023

  Type:Delivery 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.

  This is a copy of the email for purchase of the butter robot from Digital Dream Labs that was paid in an agreement that at the date of manufacture i would receive said item as part of a pre order early buy in.
  After several attempts to contact the company for a refund, I am now looking for assistance from the BBB to resolve a refund from this company. Item was paid for and no item has been received and the last update on product status was august of 2022. I am wanting a refund from Digital Dream Labs.
  From: Digital Dream Labs
  Sent: Tuesday, November 17, 2020 2:26 AM
  To: *********************** <***********************>
  Subject: Order #***** confirmed
  
  Digital Dream Labs
  ORDER #*****
  Thank you for your purchase!
  Hi Dan, we're getting your order ready. If your product is a digital purchase, it may take up to 24 hours to be applied. If it is physical, it will be shipped soon! Thank you and have a great day!
  
  
  View your order
  or Visit our store
  Order summary
  The Butter Robot × 1
  $147.00
  
  Subtotal
  
  $147.00
  Shipping
  
  $0.00
  Taxes
  
  $0.00
  Total
  
  $147.00 USD
  Customer information
  Shipping address
  *** ***** *** ******* *** ***** ** ********** United States
  
  Billing address
  *** ***** *** ******* *** ***** ** ********** United States
  
  Shipping method
  Free Shipping
  
  Payment method
  Paypal — $147.00
  
  If you have any questions, please Contact Us
  
  

  Business Response

  Date: 03/06/2023

  Hi BBB,

  
  We have sent emails to the customer on March 2, 3, 5 and 6, 2023 asking for order refund confirmation and have not received a reply from the customer. We need the customer to confirm some details before we can proceed with the refund. We will continue to email the customer until we can get a reply and will process the refund accordingly. 

   

  Warm regards,

  Digital Dream Labs

  Customer Answer

  Date: 03/11/2023

  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.
   
  
  Regards,
  
  
  
  ****** *****

  I have reached out to the business sending emails regarding my paypal refund information to email address *********************** to which i have received no reply. emails were sent 03/07/2023. no refund has been shown to have processed on my paypal account and I am concerned that accepting the business response will allow them to stall on processing said refund. I realize that the email was sent only 4 days ago but i am not sure how long to wait. 

• Initial Complaint

  Date:02/16/2023

  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.

  On 11/27/2020 I place an order for their "Butter Robot" product. ORDER #***** The release date for said product was advertised as sometime in May of 2021. It has now been over 2 years with no product shipped to customers. Their webpage hasn't posted a production update since August of 2022. When visiting their webpage to initiate a refund I am greeted with a system maintenance error. I am asking for an immediate refund.

  Business Response

  Date: 02/16/2023

  Hi BBB,

   

  Based on the complaint, we have located the customer's order, but there is no communication from this customer from his name or email that requested a refund. We cannot process a refund, without a formal request from the customer. This BBB complaint is the first time, we are seeing a request for this customer.  If the customer would like a refund, please have him email us at [email protected] and request a refund. We will verify the order information and process the refund.

   

  Warm regards,

  Digital Dream Labs

  Customer Answer

  Date: 02/17/2023

  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.
  
  
  I was unable to contact support originally because their website's contact page remains in perpetual maintenance. 
  
  https://www.*************************************
  
  I have since emailed them with the provided email address and am awaiting an immediate refund. This complaint will not be marked resolved until a refund is issued. 
  
  
  
  Regards,
  
  
  
  ***** *******

  Business Response

  Date: 02/18/2023

  Hi BBB,

   

  Please find attached screenshots of the refund processed on February 17, 2023 and completing on February 18, 2023. The refund was processed on February 17, 2023 and completed on February 18, 2023.

   

  Warm regards,

  Digital Dream Labs

• Initial Complaint

  Date:02/16/2023

  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 purchased a product for near $500 and have never received it. I have tried numerous time to email them and I received the same generic response each time.

  Business Response

  Date: 02/16/2023

  Hi BBB,

   

  On January 26, 2023, we asked the customer whether they wanted a refund. We did not hear back from the customer until February 15, 2023. We replied on February 16, 2023 to confirm whether we can proceed with the refund back to the original credit card used. We have not heard back from the customer yet. Once the customer confirms, we can proceed with the refund. We'll wait for the customer's confirmation.

  
  Warm regards,

  Digital Dream Labs

• Initial Complaint

  Date:02/15/2023

  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 purchased a pre-order for “The Butter Robot” from Digital Dream Labs on November, 20, 2020 with Order #*****. The purchase made the promise of delivering the finished product by May of 2021 which has since lapsed for over a year and a half. Digital Dream Labs stopped providing updates on the status of the product last year and has shown no signs of fulfilling this order. I paid $147 USD through PayPal for this product and requested order cancellation and refund through Digital Dream Labs back in January. They responded with a case number, ******, and then stopped replying for updates for the past month after the initial reply and refused to even confirm receipt of my emails.

  Business Response

  Date: 02/16/2023

  Hi BBB,

  
  We have refunded the customer's refund request on February 16, 2023. We have notified the customer of the refund. We do apologize for the delay.

  
  Warm regards,

  Digital Dream Labs

• Initial Complaint

  Date:02/14/2023

  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.

  Hello. My name is ******. I purchased a $381.31 USD Vector 2.0 AI Robot Companion × 1
  (1 Year Manufacturer's Warranty) from Digital Dream Labs on 07/18/2022, ORDER #*****. Digital Dream Labs promised they would start shipping my order in Q3 of 2022. By Q4, I decided to pursue a refund as it was apparent my order was not a priority of theirs. I received this response from "Muhammad" on 12/21/2022;
  
  Hello ******,
  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.
  
  Please bear in mind that due to the volume of tickets we receive daily, additional emails may lengthen the processing time, but we will process this as soon as we are able.
  
  
  I have yet to receive my order after numerous email requests to which they respond with misleading email requests for my patience

  Business Response

  Date: 02/17/2023

  Hi BBB,

  
  We have reached out to the customer on February 14 and February 17, 2023, asking if we can proceed with the refund back to their original payment method. We have gotten no reply from the customer. Once the customer confirms that we can proceed, we can process the refund. Please email us at [email protected] to confirm we can proceed with the refund back to the original payment method.

  
  Warm regards,

  Digital Dream Labs

  Customer Answer

  Date: 02/18/2023

  
  
  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,
  
  
  
  ****** ****

  Customer Answer

  Date: 02/23/2023

  Hello. Yes, I would like digital dream labs provide my refund back to my original payment method. Thank you. 
  
  

  Business Response

  Date: 02/24/2023

  Hi BBB,

   

  We have received the customer's confirmation to refund back to the original payment method. The customer's refund request has been processed on February 23, 2023 and we have notified the customer via our Support Desk. We do apologize for the delay.

   

  Warm regards,

  Digital Dream Labs

• Initial Complaint

  Date:02/14/2023

  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 preordered the Butter Robot in Late 2020, initial delivery estimate was spring 2021 I believe. I gave it two years, with very limited updates sent directly to the consumer. I requested my refund around September 2022, and have spoken to two different customer service reps who both went completely silent. This product has still not yet been released, and even if it was I no longer want it.

  Business Response

  Date: 02/17/2023

  Hi BBB,

   

  We contacted the customer on February 15, 2023 asking for their PayPal email for the refund. We have not heard back from the customer yet. The customer can email us at ************************.com and provide their PayPal email for the refund.

  
  Warm regards,

  Digital Dream Labs

• Initial Complaint

  Date:02/09/2023

  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.

  Hello, On 1/30/21, I placed a $219.99 pre-order purchase using PayPal for a Cozmo 2.0 robot through Digital Dream Labs LLC hoping to use for my daughter's education during Covid. Digital Dream Labs have continued to send production update emails to their clients, but the item has never shipped. I attempted to call their customer service and headquarters numbers for answers, but they went straight to voicemail with no response. Now their headquarters number has been disconnected. Customer Service Number: ###-###-#### Headquarters: ###-###-#### After long delays, I then requested to cancel the order for a refund. However, they have not been responsive. I also sent requests directly through their website but with no response. I would like to request a refund of my $219.99 purchase. Having tried Digital Dream Labs directly with no success, I'm now asking for your help. I attempted to dispute the transaction through PayPal but I was past their 180-day guideline. I have attached the order confirmation from 1/30/21, as well as my most recent emails to their support team beginning on 2/4/23. Please let me know what else I can provide. Thanks for your time and assistance. - ******

  Business Response

  Date: 02/23/2023

  Hi BBB,

   

  We have processed the refund for the customer on February 23, 2023 and notified the customer via our Support Desk. We do apologize for the delay.

  
  Warm regards,

  Digital Dream Labs

• Initial Complaint

  Date:02/07/2023

  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 order a robot called Cozmo DEc 1 2021 for $280.97. I thought I was getting this for Christmas 2021 for my grandson. after It didn't arrive I tried to contact them. I just got a generalized email back and said they were behind. I have have sent numerous email and have tried contacting them thru their website , replying to previous emails, and Facebook. I never get a real answer to where or why I have not received this robot. the responses to my emails are vague and generalized from a blog. i can not ever reach a real person . this is frustrating. i no longer want this item since I am sure I will never get it. I want my $280.97 back. I also contacted them telling I wanted my money back but I do not get a reply. I could really use my money. I fell they stole my money otherwise I would receive my robot and not get the runaround. this company needs to be stopped there are more people like me out there too. its a scam I think. they are still posting things on Facebook and have a website. There is no contact info though. Can you help get me my money back please?

  Business Response

  Date: 02/09/2023

  Hi BBB,

   

  We contacted the customer on February 7, 2023 to confirm that we can proceed with their refund back to the original payment method. We sent a reminder on February 8 and 9, 2023, but have not gotten a feedback. We will continue to contact the customer via our Support Desk until we can get confirmation to process the refund.

  
  Warm regards,

  Digital Dream Labs