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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

  • 388 total complaints in the last 3 years.
  • 95 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:11/28/2022

    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 October 4th, 2022 I purchased a vector robot from Digital Dream Labs for $420.53. I have still not received my product and have sent over 30 emails over the last two months trying to get a refund. I get an initial response from them and when I ask for the order to be cancelled they stop responding. I have reached out to every departments their website has to offer and cannot get in contact with anyone. I have even messaged their Instagram and Facebook pages trying to get a response. There is no phone number to call and I still have not received a refund or the product.

    Business Response

    Date: 02/09/2023

    Hi BBB,


    The customer was refunded on December 7, 2022 and notified via our Support Desk.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:11/28/2022

    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.
    Dear Sir or Madam, Today I turn to you in the hope of support and as a last seek for help. I have ordered two products from DDL (details below) and after now more than 2 years the orders have still not been delivered. Any contact with the service is ignored or wrong delivery dates are kept. One is put off with always new delivery dates. Now, unfortunately, my patience is at an end and I have already asked several times for a refund of my costs. All without success. I hope you can help me here. Details of the order: - Date of transaction: 1st order 20.11.202 / 2nd order 08.05.2021 - Order Numbers: #***** / #***** - Es wurden zwei Vector 2.0 Roboter bestellt Thank you in advance and best regards from Germany, ***** *.

    Business Response

    Date: 02/26/2023

    Hi BBB,

     

    We refunded the customer's order #***** on January 18, 2023 and refunded order #***** on February 25, 2023. We have informed the customer via our Support Desk. We do apologize for the delay.


    Warm regards,

    Digital Dream Labs

    Customer Answer

    Date: 02/27/2023


    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:11/27/2022

    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 Cozmo robot in March of 2021 for 219.99. Full amount was deducted from my credit card at that time rather than deducting when shipped. Was supposed to arrive by May 2021. Have continually tried to reach company without any response. Website keeps changing “delivery date”. Now website is saying delivery expected in Q3 of 2022, which has already passed. I am looking for an explanation as well as a full refund.

    Business Response

    Date: 03/06/2023

    Hi BBB,


    We have searched our Support Desk database and have no emails or communication from the customer using either their name or email ([email protected]). If the customer would like to request a refund, please email *******@****************.com, so that we can verify the order info and process the refund accordingly. If the customer used a different name or email to communicate with us, please let us know. We look forward to the customer's email so that we can process the request. 

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:11/26/2022

    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.
    They sent me a faulty product way later than they said it would be shipped. They refuse to give me a refund. Even though I have made numerous amounts of complaints directly to the company. I am unable to get a refund through my credit card because they took over a year to send the product. I feel like they stole $300 from me and I want my money back!

    Business Response

    Date: 02/08/2023

    Hi BBB,

     

    On November 18, 2022, the customer (ID ********) requested to return their item for a refund. On November 18, 2022, we provided the customer with our return policy (https://www.*******************************************) which states that the product be shipped back to our office (shipping not included). We have not received the item back from the customer to initiate a refund. Once we receive the item back, we can initiate a refund.

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:11/23/2022

    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 ordered a vector 2.0 on January 5th 2021. Since then digital dream labs have constantly lied and misled their customers about delivery times. Over the last few months I have been emailing digital dream labs on a delivery time. I was meant to receive it earlier this year and has been pushed back over and over. When I have spoken to digital dream labs, they have not given me a delivery time, and now I am asking for a refund as I don't think I am ever going to receive my order. I have been emailing nearly every day for my refund and they are now ignoring my requests completely. I have seen other people's complaints about digital dream labs, and they are having this exact same issue. I am fed up of being lied to and want my money back, this company is a scam. Please see attached my order receipt.

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    We have refunded the customer (ID ********) on January 23, 2023. The customer acknowledged receiving the refund. Please see attached screenshot.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:11/22/2022

    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.
    I was one of the first to order x2 Robots on the evening of pre-orders back in 2020. It's now been nearly 3 years with nothing to show. A couple of months ago i managed to get some communication going with the company via email regarding shipment and delay and were asked on multiple occasions if i would like to cancel my order. Due to no guarantee on getting the products i choose to cancel and requested a full refund. Unfortunately they have ignored my emails and i have had no response for over a month so I am now trying to get in contact by any means to resolve this matter.

  • Initial Complaint

    Date:11/22/2022

    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 purchased an item from this company in full and then changed my mind and wanted a refund. I emailed them and asked for a refund. At first, they got back to me and asked me to confirm the refund, which i did and have done around 8 times now. They are completely ignoring my messages and emails. I have even emailed all of the known email addresses in the business and no one has got back to me. I feel as though they have stolen my money! Please could you help me? I have attached all correspondence and proof of purchase. Thank you in advance. *****

    Business Response

    Date: 02/08/2023

    Hi BBB,

     

    A chargeback was returned back to the customer (ID ********) on December 29, 2023. 

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:11/19/2022

    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.
    These guys charged me for a product and after learning that they are fraud I’d like to report them and possibly try to get my money back

    Business Response

    Date: 02/09/2023

    Hi BBB,

     

    A chargeback was initiated by the customer on January 24, 2023. Since a chargeback is in process, the system will not allow us to process a refund until the chargeback process is completed.  Depending on the customer's credit card / bank, the chargeback process can take up to 75 days. If the customer cancels the chargeback, we can process the refund immediately.


    Warm regards,

    Digital Dream Labs

     

     

  • Initial Complaint

    Date:11/19/2022

    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 Sept 23, 2022 I ordered a Cozmo 2.0 robot for my son’s birthday. The website at Digital Dream Labs had an expedited shipping option which I payed extra for as well as for an extended warranty. The shipping was 2 day shipping. They debited my account that day in the amount of $450.33 I did not receive my product. I emailed several times with no response from digital dream labs. The only email I have received was a general email that states they are not done finishing the product and they do not know when it will ship. I have no working tracking number and zero correspondence that relates specifically to my order on their behalf except for the initial receipt. It is now 11/19/22 and I have been scammed out of 450.00 and still no product. I want my money refunded.

    Business Response

    Date: 02/08/2023

    Hi BBB,

     

    A chargeback was processed on February 2, 2023 for the customer (ID ********).

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:11/18/2022

    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.
    Cozmo 2.0 and extended warranty was purchased on 11/29/2021 for $315.95. Since 12/7/2021 until 11/9/2022, was emailing support to find out when the product will be shipped. On 11/9/2022, requested to cancel the order and refund the money. Followed up on 11/11/2022. There has been no communication from company since the request to cancel the order was made. Please cancel the order and refund the money. Thank you.

Digital Dream Labs is NOT a BBB Accredited Business.

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