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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

  • 341 total complaints in the last 3 years.
  • 61 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:02/07/2023

    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 purchased a $197.00 Cozmo 2.0 robot from Digital Dream Labs on December 16, 2020 as a preorder for shipment in May 2021. Order #*****. The order was never received. I have been asking for a refund for two months withy no response.

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    On February 6, 2023, we sent the below message to the customer.

    "Thank you for contacting DDL support. We do apologize for the delay in processing your refund request. The refund will be going back to the original payment method. Visa ending in ****. Can we proceed with the refund going back to this credit card?"

    Our system only allows us to refund back to the original payment method. The customer replied that they no longer have the card. We replied on February 7, 2023 for them to contact their bank to let them know that a refund is going back to Visa ending in ****. 

    Once we get confirmation from the customer, we can proceed with the refund.

    Warm regards,

    Digital Dream Labs

    -----------------------------------------------

    Hi ********,

    How are you? After submitting my reply for ID ********, the customer confirmed that we could proceed with the refund and I just refunded the customer and notified her.

    Thank you for helping update my reply.

    Warm regards,

    Customer Answer

    Date: 02/08/2023



    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:02/07/2023

    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.
    Digital dream labs launched a pre-order for “the butter robot” showing a early prototype with promise of delivering the finished product may 15 2021.

    This dead line, an any others they have made since, have all past without delivering the product. There has been no update since Aug 29 2022. Despite stating they will update weekly.

    When contacting them for information, they don’t provide any.

    When requesting refunds, they drag it out with multiple emails trying to get you to stay on the waitlist. When you refuse and they initiate the refund process, they cease all communication or response.

    My refund was started jan25 2023 at 10am and I have not received it, they are no longer replying to emails or even confirming receipt of email.

    Business Response

    Date: 02/08/2023

    Hi BBB,

     

    On February 7, 2023, we refunded the customer (ID ********) and notified the customer via our Support Desk.


    Warm regards,

    Digital Dream Labs

    Customer Answer

    Date: 02/10/2023

    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.



    the refund mentioned in the email has not yet taken place. Please leave open until refund is confirmed. 

    the last time they emailed me saying it will be processed, nothing happened and they stopped responding until I contacted Bbb

    they have continually lied and sent misleading emails regarding production see attached email suggesting near completion/shipping soon is implied 

     





    Regards,



    **** *******

    Business Response

    Date: 02/11/2023

    Hi BBB,

     

    We processed the refund for the customer on February 7, 2023 and notified the customer via our Support Desk. Attached is a screenshot from our system where the refund transaction was successful. Depending on their bank, it may take 5-7 business days.  Here is the refund Authorization key *************************** to show to their bank to enquire about the refund. 

     

    Warm regards,

    Digital Dream Labs

    Customer Answer

    Date: 02/11/2023

    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.


    I would like to hear from Jacob H****** in regards to the failed butter robot pre order. Their lack of transparency with the group and less then satisfactory communication warrants an explanation. Not empty platitudes.

    A proper;

     “this went sideways, this is why it did, and I’m sorry for the substandard customer service while holding your money hostage for 3 years” sincerely Jacob Hanchar - end quote


    Regards,



    **** *******

  • Initial Complaint

    Date:02/04/2023

    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-order purchased "The Butter Robot" from Digital Dream Labs on December 13, 2020. They intermittently posted updates regarding the status of the product; however, their last update was on August 29th, 2022 and they have previously stated that they were honoring refunds on the pre-ordered products due to delayed manufacturing. I reached out to their support service, which was initially responsive, but after I confirmed that I wanted my refund they have not responded for numerous days. My order number is #***** and I paid $197. I am just wanting my money back at this point, especially since after some research into their company it seems like they are operating a near scam-level business.

    Business Response

    Date: 02/08/2023

    Hi BBB,

     

    On February 8, 2023, we notified the customer (ID Butter Robot) that we have processed the refund for their order.

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:02/04/2023

    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.
    Date of Transaction was in August 1,2022
    I ordered a product and paid $375.34

    After 4 months, they never send me the product. Thus, i asked for a refund. I neither got the product nor got the refund.

    Business Response

    Date: 02/08/2023

    Hi BBB,

     

    We processed the refund for the customer (ID ********) on February 7, 2023 and informed the customer via our Help Desk on February 8, 2023.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:02/02/2023

    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.
    27tg of April 2021 I preordered a Cozmo- it was due to be delivered later that summer and kept being delayed and delayed and delayed. I have emailed the company on numerous occasions asking for an update and recently refunds. I keep being fobbed off with messages saying my refund will be processed but there is a back log. As yet no refund and no product l, as the pandemic was blamed I accepted that there was delay but now it’s becoming a joke.
    I feel from an ethical standpoint this company has played on vulnerable individuals and been very deceptive. All I want is a refund to be able to buy my autistic son the robot friend he wants.

    Business Response

    Date: 02/26/2023

    Hi BBB,

     

    We have processed the customer's refund request on February 25, 2023 and have informed the customer via our Support Desk. We do apologize for the delay.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:01/31/2023

    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.
    This issue has two transactions:

    Order number *****:
    Order date: 01/23/2022
    Total paid: 87.30
    Item to be provided: Vector Lives! - Lifetime Membership Only; This item is a lifetime membership of the software needed to operate a toy that was never delivered (the following order is the toy in question).

    Order number 70736:
    Order date: 01/10/2022
    Total paid: 347.58
    Item to be provided: Vector 2.0 AI Robot Companion; a never delivered toy.

    I have contacted the company multiple times requesting updates regarding delivery (3/21/22, 5/20/22, 8/17/22, 8/31/22, and 12/11/22), but they kept pushing the delivery date. I cannot trust that the company is trying to fulfill their promises, and I want to get a refund for both items as they depend on each other to work. My final communication with the company is to generate a refund but they have decided to ignore my request 1/29/23.

    Business Response

    Date: 08/06/2024

    Customer had received communication regarding the refund of both orders and should have received funds through a paypal chargeback initiated on Feb 10th 2023.
    Below are screenshots of the communication and Shopify page stating the funds were returned through a paypal chargeback.

    Customer Answer

    Date: 08/06/2024



    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:01/30/2023

    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.
    Placed order in june with promis of delivery within 6 weeks, it's now almost February the next year, no word, no update, no refund, no communication and of course still no product. It seems they have scammed a lot of people and lawsuits may begin

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    We have searched our Support Ticketing system and have not received any emails or request for a refund. Please see attached screenshots. 

     

    We'd like to ask the customer whether we can proceed with the refund for canceling their order #***** back to their original payment method. Visa ending in ****. We'd like to get confirmation from the customer that we can proceed with the refund back to their Visa ending in ****.  Thank you!

     

    Warm regards,

    Digital Dream Labs Support

    Customer Answer

    Date: 02/07/2023



    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:01/30/2023

    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.
    Preordered product which has repeatedly been pushed back in production with little to no clear communication or timelines. Company ghosts requests for refunds and has recently lost license to even sell the promised product.

    Customer Answer

    Date: 01/30/2023

    Hello, It looks like only some of my attachments went through. Here's the rest of my attachments.

    Customer Answer

    Date: 02/13/2023



    I received the attached email directly from the company last week. I have not yet seen anything show up on my PayPal account activity.

    Best,
    ***

    Business Response

    Date: 02/15/2023

    Hi BBB,

     

    We have processed the refund for the customer on February 15, 2023 via PayPal. We sincerely apologize for the delay. We have notified the customer via our Support Desk.

     

    Warm regards,

    Digital Dream Labs

    Customer Answer

    Date: 03/01/2023

    Hello ********,

    You can update my complaint that the company reached out to me and issued a full refund. I'm happy with this resolution.

    ***

  • Initial Complaint

    Date:01/29/2023

    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 placed a order (Order # *****) from digital dream labs for 3 vector 2.0 robots and have not recieved my purchased products. The company used to respond to my emails with an "we will ship your order soon" response but have since cut off all contact with me when I demanded a full refund of my order. I purchased this order Nov 30th, 2021 and spent $1,148.38. They got my money, and I got nothing. This was an very deliberate scam all across Facebook, and I am NOT the only one who spent money on these robots and never got anything. This company does not responded to calls, or emails once you mention wanting your money back. I am one very upset customer. I cannot stand it when businesses scam people who simply wanted to purchase something neat for their children and get scammed in the process.

  • Initial Complaint

    Date:01/24/2023

    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.
    I pre-ordered a product from digital dream labs on 11/15/2020. I've waited years to recieve what I ordered and received nothing. I've contacted them via email many times without any response or resolution. I've tried to contact them directly from their website and i have just been ignored. I would like to be refunded and I'm hoping filing this complaint will help resolve this issue.

    Business Response

    Date: 02/09/2023

    Hi BBB,


    We contacted the customer on February 7, 2023 asking if we could proceed with their refund back to the original payment method. We sent another reminder on February 9, 2023 asking for confirmation to proceed with their refund, but have not received a reply yet. We will continue to contact the customer until we get confirmation that we can go ahead with the refund.


    Warm regards,

    Digital Dream Labs

Digital Dream Labs is NOT a BBB Accredited Business.

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