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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:01/03/2023

    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 ordered my Vector 2.0 Robot on October 2nd 2022, and every time I try to email the business with status regarding shipping than I am told that the customers who preordered earlier have priority over me.... I am constantly provided excuses over email when inquiring about the shipment of my Vector 2.0 Robot, and all I want is either a refund or to be moved up in shipping priority and just have the Robot shipped to me already!

    Customer Answer

    Date: 01/04/2023



    Digital Dream Labs sent this message to me today regarding my Robot they still have not shipped out: 

    Hi ****,

    Thanks for getting back to us. Please note that your is a back order and it can't be shipped before the preorders. The expected time for vector 2.0 backorders is Q1 of 2023 between January/February timeframe. We are trying our best to speed up the process but unfortunately, due to a small delay, we are behind the schedule.

    Sorry for the inconvenience and thanks for your continued patience.

    Customer Answer

    Date: 01/05/2023



    So it looks like a resolution to my issue has been reached, and I received this email from Digital Dream Labs earlier this morning: 
    Hello ****,
    This is Maaz 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.

    Customer Answer

    Date: 03/07/2023

    Is it possible to reopen my complaint or will I need to start a new one?   Despite receiving that email from the company I still have never received my refund from them since than.

    Business Response

    Date: 03/07/2023

    Hi BBB,


    We have processed the customer's refund request on March 7, 2023 and have notified the customer via our Support Desk. We do apologize for the delay.


    Warm regards,

    Digital Dream Labs

    Customer Answer

    Date: 03/07/2023



    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:01/02/2023

    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.
    Hello, I pre-ordered and paid US$408.72 a Vector robot from Digital Dream Labs 0n the December 26,2022, pre-order number *****. On the 29th of December 2022 Digital Dream Labs confirmed receipt to cancel this order as it hadn’t been fulfilled in time and receive a refund. I have sent them multiply emails with no reply and after waiting several days and still haven’t received a respond, refund or an explanation for not receiving a refund which I understand it is in breach of the “Business Practices and Consumer Protection Act.

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    On January 20, 2023, we have refunded the customer (ID ********). We have notified the customer of the refund.

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/31/2022

    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.
    December 2020 I pre-ordered 2 of the new vector 2.0 robots for my Asd son. The delivery was to be end of June 2021. Then they pushed it several times due to this reason or that reason. In August of 2022, I received an email asking to confirm address for shipping, which I did immediately. They said I would receive my tracking number in a few days. After hearing nothing for months, I contacted them the end of November regarding my 2 vectors whereabouts. I received a very generic response that did not answer my questions, so I requested a refund ($800CAD) that they said I could have at any time. They denied me my refund and will not respond any more.

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    We have refunded the customer on January 18, 2023 via PayPal. We emailed the customer and the customer confirmed that she received the refund. Please see attached screenshot.

     

    Warm regards,

    Digital Dream Labs

     

     

    Customer Answer

    Date: 02/09/2023

    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.


    After Harry ***** H****** committed fraud using another "refund" method,  I did manage to get refunded by a new hire at digital Dream Labs. Catherine was pushing to use a similar app (bill.com) to refund consumers despite knowing it only worked in the USA. Only after pushing back and insisting on a PayPal refund, did she use her own PERSONAL PayPal. This company did NOT simply refund my money. It took me using several hours of my own time to finally get refunded. 

    Simply refunding me my original purchase price after waiting over 2 years for 2 Vector pre-orders is not enough. I have a heart broken little boy who was excited to have his new little friend. Only to then find out his little Vector friend never was actually on his way. All of the updates were lies. They couldn't pay their bills. Zero transparency. Breach on several countries consumer laws.. A refund does NOT solve the problem with this company!!!! 



    Regards,


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

  • Initial Complaint

    Date:12/28/2022

    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 regret buying this. But this is not the reason that I am doing this. I have contacted the company and they have not answered with any viable reason to why I have not gotten a refund. I have sent emails and they are “ghosting me” as to not deal with me to not give me a refund. I would gladly remove and information I have left of this company or the internet but I need a full refund. This is frustrating. When shopping on the internet you have that trust that you are buying a product and using your hard earned money. But when people take advantage and take months to not even keep you updated as if you will forget you bought a item to just keep your money. This is ridiculous.

    If more action may need to be taken. So be it.

    - *****

    Business Response

    Date: 02/09/2023

    Hi BBB,

     

    We have refunded the customer (ID ********) on February 9, 2023. We have notified the customer via our Support Desk.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/27/2022

    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.
    Date of Transaction: 7/15/2022
    Amount Spent: $361.92

    With delay after delay, and hearing of shady business practices from this company, I requested a refund on 12/9/2022. I received a reply with a case number but they now have seemed to be ignoring my request to process our refund.

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    The customer (ID ********) was refunded on January 20, 2023. We have notified the customer of the refund.


    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 find that this resolution is satisfactory to me. 



    Regards,


    **** ******

  • Initial Complaint

    Date:12/21/2022

    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.
    On Dec 17, 2020 I paid Digital Dream Labs LLC $197.00 for a Pre-Order sale of "The Butter Robot" which was stated to ship around May 15th 2021. I have not received "The Butter Robot" or any further updates about my order. Last update I received is that they were dropping my email address from there newsletter.
    I would like my money back as I feel as though I have been scammed with the promise of a working product around May 15 2021.
    PayPal Transaction ID of payment to Digital Dream Labs LLC for the sum of $197.00
    Transaction ID: *****************

    Business Response

    Date: 03/06/2023

    Hi BBB,

     

    We have searched our Support Desk database and have found no email or communication from the customer using the email *****@****************.com. If the customer would like a refund, please have them email our team at *******@****************.com. We will verify the customer's order info and process the refund accordingly. We do apologize for the delay.

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/20/2022

    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 Pre ordered a butter robot from DDL on 1/28/2021 with them promising to start delivering by may! But still have not received my butter robot and it’s nearly 2years now . I gave them the benefit of the doubt because they kept saying it would be finished soon and just needed more time ! What they actually did is kept buying themselves time so that I couldn’t get a refund anymore from PayPal since my order was over 180days old! These guys have scammed ous without a doubt and have just pocketed all the money they got from pre-orders . I have emailed them multiple times to try and get a refund and they replied at first asking if I was sure and STOPPED replying once I told them I was . These guys knew what they were doing and kept ous in the dark with all their fake promises ! I dirent want to file a complaint and even told them! I think that’s why they replied in the first place . These guys will say anything to buy more time ! Never in a million years did I think this was legal or even possible

  • Initial Complaint

    Date:12/16/2022

    Type:Sales and Advertising 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 Cozmo 2.0 off of DDL with a release date of May 2021, after many announced delays and promises by DDL that customers could seek a refund if they wished this November the day after thanksgiving I requested a refund and after I few auto-generated response I have not received confirmation of a refund or money refunded to my PayPal. I unfortunately believe this company has no intentions of honouring their own refund policy leaving me hundreds of dollars out of pocket and one very sad 9 year old son

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    We refunded the customer via PayPal on January 13, 2023. The customer confirmed receiving the refund. Please see attached screenshots.

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/15/2022

    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.
    Order ****: I purchased a Vector 2 robot for my son on November 9. I was told via email that this should be received before the holidays originally. Then they switched to saying the shipment date could not be confirmed. I have requested several times that the order be cancelled and my $416 dollars be refunded. No money has been returned and no product has been shipped.

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    On February 7, 2023, we have refunded the customer (ID ********). We have notified the customer of the refund.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/13/2022

    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, I had ordered a Butter Robot pre-order back in January of 2021. And the company has consistently kept customers in the dark about their order, and has been ignoring customers that want to cancel their order and get a refund. It is apparent that this company is not a never has delivered on any of their promises with the mountain of complaints and evidence from customers showing that they have been mislead and tricked by this company out of their hard earned money. The company has not been transparent at all regarding these orders and it has lead to customers having to post their grievances on social media in hopes of getting their money back which shouldn't be happening in the first place if the company had followed through on their promises.

    Business Response

    Date: 03/06/2023

    Hi BBB,

     

    We have searched our Support Desk database and have no email or communication from the customer using the email ******************@*****.com. If the customer would like a refund, please email our team at *******@****************.com. We will verify the customer's info and process the refund accordingly. We do apologize for the delay.


    Warm regards,

    Digital Dream Labs

Digital Dream Labs is NOT a BBB Accredited Business.

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