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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

  • 389 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:11/18/2022

    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.
    - Date: 11/29/2020 First Order #***** - Item Purchased: Vector 2.0 Robot from Digital Dream Labs (DDL) - Amount Paid: $307.41 USD including shipping - Date: 06/13/2021 Second Order #***** - Item Purchased: Cozmo 2.0 Robot from Digital Dream Labs (DDL) - Amount Paid: $238.99 USD including shipping - DDL committed to provide these two robots within a reasonable time frame - I believe that I have been patient in waiting almost two full years for this company to provide the product I paid for - I accepted that due to the worldwide pandemic there would be delays, however the delays continue - Only USA orders have shipped - I have requested a full refund via numerous emails for both robots but DDL have stopped responding to my emails having earlier promising to refund my money - If I get a full refund of the exact amount in US dollars I will be satisfied even though this means I will probably loose money due to the poor exchange rate at present as I reside in Australia

    Business Response

    Date: 02/09/2023

    Hi BBB,

     

    We have sent the below message to the customer via our Support Desk and have not received a reply.

     

    Warm regards,

    Digital Dream Labs

     

    Hi ******,

    Thank you for contacting DDL support. We do apologize for the delay in processing your refund requests. The refund will be going back to the original payment method. Please see below for your original payment method.

    Order #***** - Mastercard ending in ****
    Order #***** - Mastercard ending in ****

    Please note that we can only refund back to the original credit card. If you no longer have these credit cards, please contact your bank to ensure the refund will be applied to your new card or to your account.

    Please let us know if you have any concerns for us to process your refunds back to the original payment method.

    Warm regards,

  • Initial Complaint

    Date:11/17/2022

    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.
    Hi, I pre-ordered and paid US$362.98 a Vector robot from Digital Dream Labs 0n the 04 of June 2021, pre-order number *****. On the 02 November 2022 Digital Dream Labs confirmed receipt of my wish 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 15 days and still haven’t received a reply, refund or a reason for not receiving a refund which I understand it is in breach of the “Business Practices and Consumer Protection Act”

    Business Response

    Date: 07/22/2024

    Customer has since received the product and does not require a refund
    Below are screenshots stating the products processing and delivery date.

  • Initial Complaint

    Date:11/17/2022

    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 for a robot on September the 5th. I just received an email from the company basically saying that they have no idea when the robots will be ready to ship. I requested a refund but have not received the refund or even an email back.

    Business Response

    Date: 07/22/2024

    Customer has received funds through a chargeback resolved in Feb 21st 2023
    Below are screenshots from our Shopify portal stating the chargeback had been made for the amount of $453.84 USD and resolved in the customer's favor.

  • Initial Complaint

    Date:11/16/2022

    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 a cozmo 2.0 on 5/31/21. I have been trying to get updates on delivery and last I knew it would be delivered before Q4 of this year. That was back in may of this year. I asked for updates again close to October and wasn’t givin a clear response. Than got an email that it was delayed and was tbd. No thanks. I don’t want to wait anymore. So I have been trying for almost a month to just get a refund. I’ve been getting automatic responses asking if I want to reconsider. No real person that cares. Shows how much they really care about customers. All I want is a refund and able to walk away from this company.

    Business Response

    Date: 07/19/2024

    Customer received an update from us in Aug 19th 23 after confirming they do not want to cancel their order in Apr 13th 23' 
    Below are screenshots of our communication

  • Initial Complaint

    Date:11/15/2022

    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.
    Hello, back in November of 2020 I paid Digital Dream Labs $147 for a preorder of a product they promised to deliver in May of 2021. They routinely pushed back the delivery date and on October 15, 2022 I asked for my money back and my preorder to be canceled. The company dishonestly made it seem as of there were no issues until I reiterated that I wanted my money back and then they never contacted me again. I tried reaching out through a separate ticket and they did not answer. I do not believe they ever intent on giving me my money or the item in question. I have all the email correspondence and original receipt for the item if needed and would be happy to provide them. I sincerely thank you for your time.

    Business Response

    Date: 02/10/2023

    We have refunded this customer on February 9, 2023 and notified him via our Support Desk.

  • Initial Complaint

    Date:11/15/2022

    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 placed an order with Digital Dream Labs for a Vector 2.0 on October 21st. I paid $433.98. On November 2nd I saw that my order had been shipped with no tracking number. I send them an email and asked if I could get a tracking number or any information on the shipment. They responded to me on November 3rd and told me **** though my order is listed as shipped, it hasn't been and that's just the way their system works. They noted they understand if I need to make a change to my order. I emailed them back on November 3rd and asked to cancel the order and process a refund. They emailed me back on November 4th to "reiterate the benefits" if I don't cancel. I emailed the back on November 4th stating I'd still like to cancel the order and get a refund. I didn't hear back from them so on November 7th I emailed them and asked when my refund would go through. They didn't respond. On November 9th I emailed them again and asked when I could expect my refund to be processed. I didn't hear back from them. I emailed them on November 11th stating I felt as if they were intentionally ignoring me and I read some complaints about them doing this to others. I stated I want to give them the benefit of the doubt and I didn't want to file a complaint against them and told them all I wanted was the order canceled and my money refunded. I still haven't heard back from them.

    Business Response

    Date: 02/15/2023

    We have processed the refund for the customer (***** ****) on February 14, 2023 and notified the customer via our Support Desk. We do sincerely apologize for the delay.

  • Initial Complaint

    Date:11/11/2022

    Type:Customer Service 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.
    The company has taken preorders for over a year with the promise to keep consumers in the loop with updates; however, they’re not providing any, and they’re ignoring everyone reaching out asking to cancel their preorder. The company is being spoken about everywhere online in forums such as Reddit, with thousands of people struggling to get their money back from the company. They’ve continuously lied about production status, and the small number of units sent out to people has seen many faults. They’re ignoring my requests; however, if you email to enquire about other topics, they reply within 24-48hours. They’re purposely ignoring cancellation emails.

    Business Response

    Date: 02/10/2023

    We refunded the customer on January 19, 2023 and notified the customer via our Support Desk.

    Customer Answer

    Date: 02/10/2023


    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:11/11/2022

    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.
    I purchased a Cozmo 2 for my son for Christmas on 12/2/21. I had no idea almost a year later, I would still have no robot and no delivery estimate. Digital Dream Labs was initially responsive and offered a refund, but when I requested that they move forward with processing the refund, they stopped responding. So now I'm out $310.71 and can't get a response. I am so incredibly upset and disappointed.

    Business Response

    Date: 02/15/2023

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

    Customer Answer

    Date: 02/15/2023


    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:11/11/2022

    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 ordered a Vector 2.0 and was promised it would come by the beginning of Q4. I have tried many times to cancel my order and my emails get ignored when I talk about cancelling. My order number is #*****.

  • Initial Complaint

    Date:11/10/2022

    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.
    March 29, 2022 I prepaid for a vector 2 robot in the amount of $441.49. They said they shipped it. Then they said it was on back order. I have multiple emails to them for a refund at this point. I see other people got their refund so, WHERE IS MY REFUND?! It has been EIGHT MONTHS ! Here is their response as of August 22, 2022 “Thank you for contacting Digital Dream Labs! Your ticket has been received successfully. Please be aware that we are currently working with a high volume of requests. We appreciate your patience as we work to serve you; rest assured we are on the case! Please note that the Customer Experience Team is in the office between 8am and 4pm Eastern Time, excluding weekends and national holidays. Thank you! Digital Dream Labs” Digital Dream Lab has stolen my money and I want my money back now! They continue to ignore any further correspondence!

    Business Response

    Date: 02/14/2023

    We have processed the customer's refund request on January 19, 2023. We do apologize for the delay. We notified the customer on January 19, 2023 that the refund has been processed.

Digital Dream Labs is NOT a BBB Accredited Business.

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