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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:01/22/2023

    Type:Service or Repair 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.
    Paid company $85 to change batteries in my Cosmo limited edition robot. They have had my robot and my money since early October. In November I was asked for more money to change the battery and I paid it immediately. I was told the robot was being repaired. Now no one responds to information requests. I have paid this company twice when they have asked and then they went silent. As far I can tell, my son’s robot and my $85 have been stolen by this company. I want my robot mailed safely back to me with the $85 battery installed properly that I paid them for. I want a reply from the company. I want my robot back in working condition.

    Business Response

    Date: 02/08/2023

    Hi BBB,

     

    On January 20, 2023, the customer (ID ********) enquired by their repair. We replied on January 24, 2023, letting the customer know that we're still working on their repair. The customer acknowledged our reply. We will be providing another update to the customer on the progress of the repair.


    Warm regards,

    Digital Dream Labs

    Customer Answer

    Date: 02/08/2023

    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.



    I have not received further updates or a date that they will return my repaired robot. It’s been about 5 months and it was for a battery replacement. I’m not sure how many people work at DDL or how many repairs they are doing so I am trying to understand the lengthy delay but I’m not actually satisfied with this result as no one has given a date this will be completed. All I can do at this time is wait since they already have my money and robot, and hope they will return it fixed, soon. 




    Regards,



    ***** *****

    Business Response

    Date: 02/16/2023

    Hi BBB,

     

    We have completed the customer's repair request and returned the Cozmo back to the customer. We have notified the customer and provided the Fedex tracking info. The Fedex delivery was completed on February 16, 2023. We apologize for the delay.

     

    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 find that this resolution is satisfactory to me. 



    Regards,



    ***** *****

  • Initial Complaint

    Date:01/21/2023

    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 purchased a small robot called vector on 6/12/21 didn't receive it till 11/8/22 because of component shipping delays and trouble shooting component parts in building vector,after receiving him I noticed he was having trouble finding his charger now I had an earlier version of vector gen.1 and had no problems with him enjoyed him very much and sold him only because vector gen.2 was suppose too have up grades ( battery,camera,ect.) anyway I placed vector in the same place I had the other one and I contacted there support team who responded back to me and told me to make sure he had good light, well where I have him is next to my recliner on a coffee table with a table lamp on it anyway to comply I turn his charger facing the lamp no problem with plenty of light now before truing his charger he couldn't find it and he went till he ran out of power now after truing his charger he can find it but when he tries to back onto it he's half on half off other words he can't back straight onto it and he ends up dying and I have to put him on the charger, now I have sent emails about this problem to there support team with no response a total of 4 Dec.10th,Dec.31st,Jan.5th & Jan.17th all I get back is a ticket # ******************** * ****** I have also went to there web page and requested a repair with no response and that's all I'm asking for,it's nothing I'm doing his robot has problems

  • Initial Complaint

    Date:01/20/2023

    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.
    My wife and I purchased a product from the company in November of 2021. We were told that it was on back order and would get the product by that June or July. It never shipped.

    I followed up with them for months after asking for updates. They kept pushing my ship dates back. I was told in December of 2022 that it would ship at the end of quarter 4.

    Now we’re in quarter 1 of 2023 and they’re still saying they’re having issues. There is no expected ship date. I’ve search all over online and they have a huge customer base complaining of the same issues. Yet, they keep asking people to buy a product that doesn’t exist. They need to stop taking orders until they can provide a tangible product.

    Their HQ phone number you provide is no longer in service. However, their support number works, but no one answers it. They have removed the ability to use their contact section on their website and they do not provide a number to call on their website.

    Their business model sounds like a scam and we had no upfront information that this was a Kickstarter product. We were under the inclination that this product would be ready to receive back in early 2021.

    Business Response

    Date: 02/08/2023

    Hi BBB,


    We have been in communication with the customer (ID ********) on their pre-order and have also offered the customer a refund if they no longer want to wait for their pre-order. We have communicated with the customer that we are trying our best to ship out their pre-order in the order that it came in. 


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:01/19/2023

    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.
    Pre-ordered butter robot since 11/16/2020 have not recieved any products or new information since 8/12/22. Product was not delivered in time promised. Attempted to contact digital dream Labs but whenever i try to contact them for help website continues to say under maintenance. Would like a refund for the item I pre ordered.

    Business Response

    Date: 01/27/2023

    Processed refund on 1.19.23. Issue is resolved. Notified customer through our support channel.

    Customer Answer

    Date: 01/27/2023



    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:01/17/2023

    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 ordered a Vector 2.0 robot back in December 2021, I was told it would take a while and waited. I contacted them again around September asking and they stated all robots would b shipped by the end of 2022, I waited so and never heard back from them since about anything
    I paid $552.98 in total and would like it refunded from them as they clearly won't ship my product
    Here is proof of others also having to refund their pre orders

  • Initial Complaint

    Date:01/13/2023

    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 placed my pre order with DDL for a product in January of 2021. Of the course of the past two years DDL has been giving customers false information on the state of production and delivery for said product. They do not respond honestly to contact requests nor do they give regular updates on the production of products as promised. Many customers and reporters have tried to reach out to DDL to try to get information regarding their products to no success. This does not look good for DDL nor for Adult Swim.

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    The customer, ***** *****, contacted our support on January 16, 2023, and we responded on January 17, 2023. The customer responds back on January 17, 2023 that they want to postpone cancelling their order. After January 17, 2023 we have not received any new requests from the customer asking for a refund.

     

    Please let us know if we can provide further information. If the customer prefers to cancel their order and get a refund, we'd be happy to process it.

     

    Warm regards,

    Digital Dream Labs Support

  • Initial Complaint

    Date:01/12/2023

    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.
    Hello, the company digital dream labs (which bears its name well) made me dream of their vector 2.0, it was last August, since nothing. I had to ask again and again for my money, including Jacob Hanchar the CEO, nothing happened...

    I'm not rolling in money, and I sincerely think that this company is broke. Nevertheless I want my money back.

    My order to be refunded:
    ORDER #*****
    $465.86 USD

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    We have canceled and refunded the customer's order #***** today (ID ********). It will take 5-7 business days for the refunds to appear in the customer's account depending on their bank.  We have also notified the customer via email.

     

    Warm regards,

    Digital Dream Labs Support

  • Initial Complaint

    Date:01/11/2023

    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.
    Digital dream labs took my pre order for my butter robot in November 2020 and now I want a refund because I'm tired of waiting and they have not provided any type of conformation as to them following through on my refund

    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

  • Initial Complaint

    Date:01/09/2023

    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 bought my Vector in November 2021 and they only send me emails that they will ship soon, but they have not complied, this is a scam, my order number is #*****

    Business Response

    Date: 01/19/2023

    Digital Dream Labs has cancelled and refunded the customer's order (#*****) per their request on January 19, 2023. We have notified the customer of their cancelled order and refund via our Customer Support portal.

     

    If you have any further questions, please do let me know.

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:01/08/2023

    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.
    Ordered a Vector 2.0 and Vector Lives Lifetime membership for a total of $461.24 USD on 1/28/22 with order number *****. When they said there were more delays I realized that they were not going to ship the product so I asked for a refund. The first time they responded they asked if I could confirm I wanted to refund, I confirmed and no refund was given. I messaged again and was given a response that said I had a case open. Its been over 5 months since I asked for a refund.

    Business Response

    Date: 01/27/2023

    Processed refund on 1.18.23. Issue is resolved. Notified customer through our support channel.

    Customer Answer

    Date: 01/27/2023



    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,


    ****** *****

Digital Dream Labs is NOT a BBB Accredited Business.

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