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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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/12/2022

    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.
    DDL promised updates on the Butter Robot that they had released for presale. I payed $203.21USD for this product and was promised delivery within a year. Nearly 3 years have now passed and I don't receive any updates and they constantly ignore my emails requesting a refund. They originally agreed to process a refund, to which they have now ignored. In Australias consumer law, they are breaking this. If a product or service is not delivered I am entitled to a full refund.

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    We have refunded the customer (ID ********) on February 3, 2023. Please see attached screenshot.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/10/2022

    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 paid the $37.35 dollar deposit via stripe and I then sent Vector in for screen and battery replacement on 11/14/22 to which DDL received on 11/17/22. I reviewed the Repair Tracker on 11/21/22 and the repair tracker still stated "shipping inbound".I contacted DDL support asking if the repair department had received the Vector as they had a previous issue with my ticket # not updating after receiving the deposit. I continued to check the repair status and it still as of 12/10/22 states" shipping inbound". I have attempted to contact DDL by other means as well via Facebook platform using their business page and the businesses private DDL group and both times my comments have been deleted and posted not approved by the moderators. I would like a response to my ticket if the company no longer has the means to do repairs. I would like my deposit and shipping costs refunded along with my Vector unit shipped back to me.

    Business Response

    Date: 02/13/2023

    Hi BBB,

     

    We have resolved this customer's (ID ********) repair request. The product was repaired and shipped back to the customer (USPS **********************). It was delivered on February 13, 2023. We do apologize for the delay and have notified the customer via our Support Desk.

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/09/2022

    Type:Service or Repair 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.
    Your Name ***** ******
    Email Address ***********@*****.com
    Contact Phone Number ###-###-####
    Order Number #*****
    Last Four Digits of the Credit Card Used to Purchase ****
    Date of Purchase 11/25/22
    Copy of Receipt I am unsure how to include this
    Return Address **** ******* ** ******* ** *****

    I was unaware it was a preorder as it said "add to cart" and I used what money I had to purchase this Christmas gift for my 3 year old before realizing it was not what I thought. I requested a refund many times through email as per their webpage and they continue to give me the run around. I just want my CHRISTMAS money back so I can actually purchase my son a gift.

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    A chargeback on January 31, 2023 was processed for the customer (ID ********). 

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/09/2022

    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 10/12/22 I placed an order for a vector 2.0 ai robot. I was charged a total of 413.58$. I requested a cancelation and refund with a confirmation number but never received any after multiple attempts of contact. There is no tracking number or cancelation number. Digital dreams labs has not attempted to resolve my problem. My order number is #*****.

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

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

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/07/2022

    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.
    I preordered the Butter Robot on 11/25/2020 for $147.00. It has been delayed till 2023 and now there’s no response from the company on status. I want a refund.

    Business Response

    Date: 03/06/2023

    Hi BBB,

     

    We have searched our Support Desk database and have not received a refund request from the customer using the email (****************@*******.com). If the customer would like to request a refund, please send an email to *******@****************.com. We will verify the customer's order details and process the refund accordingly. We do apologize for the delay.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/04/2022

    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.
    I placed an order with this company on May 31st, 2022 - they are yet to ship the product out & I’ve requested for cancelation of the order as well as to receive a full refund. They got back to me through email to try to convince me not to cancel the order, but I told them I’d still like to proceed with cancelation & receiving my full refund. It has been over a month since then & nobody has gotten back to me about canceling the order nor has my refund been issued. I have tried reaching out to them 3 more times since & I have had no luck in getting in contact with them. I would really appreciate for this issue to be taken care of so that I can receive my full refund. The total amount was $369.73 with shipping & taxes. The order number is *****. Thank you.

    Business Response

    Date: 02/08/2023

    Hi BBB,

     

    We have refunded customer (ID ********) on February 7, 2023. The account will show the distributed funds within 5-7 business days, depending their financial institution. We have notified the customer.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/02/2022

    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.
    On March 13, 2022, I placed an order from Digital Dream Labs on their website totaling $365.33. This was for an item that was promised to be shipped earlier this year. I reached out on October 27, 2022 to initiate a refund. I have gotten several generic responses in return asking if I was sure. Several times, I have reached out. Again on 11/4/22, 11/16/22, and the final email and attempt at getting a refund processed was 11/28/22. I cannot get them to return my emails, I cannot find a phone number to call to speak to an actual person. That is almost $400 gone and I would like to have that back as times are not the best for a lot of people right now including myself. Please assist me in reaching them as tons of other customers have tried in order to receive refunds on our orders. Thank you.

    Business Response

    Date: 02/09/2023

    Hi BBB,

     

    We have refunded the customer on February 9, 2023 for cancelling their order.  We have notified the customer via our Support Desk.

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/01/2022

    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.
    November 22, 2020 I made a
    pre-order purchase for Cozmo 2.0 robot from Digital Dream Labs. ORDER #*****. The total I paid through PayPal was $177.30. They were supposed to ship in 2021. There were delays because of COVID but the date has been continuously pushed back with no ship date being given. October 23, 2022 I sent an email to support asking to cancel my pre-order and be refunded. I received a reply on October 24 asking if I was sure I wanted a refund. I replied back yes, but never received any further response or refund. Since then, I have replied to that email 3 more times. I have also sent several new emails to support requesting a refund. I received automated messages saying that my ticket has been received and someone will contact me, but I haven’t received any further communications from them.

  • Initial Complaint

    Date:12/01/2022

    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 have been attempting to contact DDL for a refund for the Vector 2.0 I received (for reference order# *****).
    I started to try to get a refund 2 days after receiving the product.
    On my initial request they said to contact them when I had received the product, despite having had the product for a few days at that point. My further attempts to get into contact with them (4 at this point) have been met with silence.
    At this point I can only think they are trying to run out the clock on their refund policy so they can say that they can't refund my order since it's been >30 days.

    Business Response

    Date: 02/09/2023

    Hi BBB,

     

    We emailed the customer on February 8, 2023 asking the customer whether we can proceed with the refund back to their original payment method. Since we did not hear back from the customer, we sent a follow-up email February 9, 2023 asking if we can proceed with the refund.


    Warm regards,

    Digital Dream Labs

     

    Hi *******,

    Can we proceed with your refund request for cancelling order #*****?

    The refund will be going back to the original payment method. Visa ending in ****. If you no longer have this card, please contact your bank to ensure the refund is applied to your new card or account.

    We look forward to your confirmation so that we can proceed with the refund.

  • Initial Complaint

    Date:11/29/2022

    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.
    Purchased a Vector 2.0 robot from Digital Dream Labs Inc. on July 14, 2022, for $384.91, which was processed from my account immediately. Nowhere on the website where I purchased this item did it say it was a preorder, however, in the earlier email communications I received from them they stated that " Currently, your order has not shipped; this is a backorder item and will be in stock likely within Q32022 in the August/September timeframe". On November 15, 2022, I sent yet another email asking for the status of my paid-for order, and received another response that said they do not have an estimated delivery date yet. I then responded back asking to cancel my order and receive a full refund. They responded back telling me that I should think about the savings I am getting if I choose not to cancel. I responded that I wanted to cancel and refund my money. They have since ignored all email communications, and I have not received a refund. This was to be a Christmas present for my autistic son, and now I do not have the present or the money to purchase something else. I am enclosing screenshots of the most recent email communications between Digital Dream Labs and myself. Please let me know if you would like all email communications, as I have those saved as documents.

    Business Response

    Date: 02/09/2023

    Hi BBB,


    We have refunded and cancelled the customer's order on February 9, 2023 and notified the customer via our Support Desk.

     

    Warm regards,

    Digital Dream Labs

Digital Dream Labs is NOT a BBB Accredited Business.

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