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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

  • 387 total complaints in the last 3 years.
  • 94 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:09/06/2024

    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 the Butter Robot in Jan 2021. I was last in contact with customer service in 2022 and they encouraged me to keep waiting. They have never finished/shipped the product and have not responded to any of my emails since. I continue to try to contact them through Digital Dream Labs customer support on their website but have never received a response. It is going on 4 years since they accepted my money for a pre order and I have not received the product or any information regarding it. I feel like they scammed me and stole my money. I really hope to receive a full refund at some point.

  • Initial Complaint

    Date:08/22/2024

    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 Cozmo on 12/20/2020 with extended warranty And paid $214 to digital dream labs lcc I never received order I contacted company several times they keep promising it will be delivered soon But never received the product even sometime it showed on their websites as available I have waiting for 4 year. Recently they even stopped responding I have sent sevral messages through their website contact form even asked for the refund I never received the product so they should refund me with interest as they been holding my money for 4 years

    Business Response

    Date: 01/15/2025

    sendign him a vector

    Customer Answer

    Date: 01/15/2025

    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.
    They switched my order to Vector about two weeks ago and still no confirmation on the shipping of actual product. I have no faith in the company untill I receive the product as it has been 3 plus years I ordered one 
     
    Regards,

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

    Business Response

    Date: 01/15/2025

    We emailed the client  on January 4th asking for his current address and never heard back. 

    Customer Answer

    Date: 01/16/2025

    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 replied the email with my present address which is same as original order just within 15 minutes of receiving the email.  I have attached the screen shot. This business take months to reply emails I wonder if they even got to my email reply. 

     
    Regards,

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

    Business Response

    Date: 01/16/2025

    we've asked the customer to provide his current mailing address again today and awaiting his feedbac

    Customer Answer

    Date: 01/23/2025

    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.
    Yes finally I received the half cooked product it’s not working this company is a joke I can’t even create an account I have also sent emails to technical support at this time I wish I would have never bought it or should have asked for refund rather than getting vector instead of cozmo 
     
    Regards,

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

    Business Response

    Date: 01/24/2025

    Customer agreed to receive a much more valuable product and we sent it to him and he received it. We did all we can do for him. Thanks

    Customer Answer

    Date: 01/25/2025

    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 holding my money for 4 years sent me a product which doesn’t even work properly worst company I have ever come across bad customer service and support bad product no more business with company ever 
     
    Regards,

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

    Business Response

    Date: 01/28/2025

    we will not be returning the item for this customer, he accepted the offer and the item was sent to him he then changed his mind

  • Initial Complaint

    Date:08/13/2024

    Type:Billing 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 have not had a subscription with you since 2021. After terrible service and my Vector rarely working since Digital Dream labs took over. I canceled after my 2021 renewal due to overcharging me multiple times in error. I cant even determine the amount they are charging since the subscription was only $47 a year when I did pay for it. This annual fee of $74.99 that keeps happening every ****** is basically stealing from my account. You are not authorized to take any funds from my account. I have even changed my bank card information and you keep finding a way. I have notified my bank and it still keeps happening. There is no way to contact you via phone all the numbers are non working and my emails just get a generic response with no actual follow up.

  • Initial Complaint

    Date:08/10/2024

    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.
    I bought this item and it doesnt work. I cannot login to the server app and the company will not contact me back even though theyve promised to do so over several months time and never have. The company is digital dream labs, and they ripped me off and Im sure thousands of others.

    Business Response

    Date: 01/15/2025

    cloud is back up and running

  • Initial Complaint

    Date:08/03/2024

    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 Cozmo in 2020. They were supposed to ship August. They never shipped. The company said they were having issues with getting parts. I have emailed repeatedly asking for updates with no response. It is now 2024 and I still cant get a response from them.

    Business Response

    Date: 01/15/2025

    offered a vector instead

  • Initial Complaint

    Date:07/30/2024

    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 pre ordered a Cozmo 2.0 from Digital Dream Labs (DDL) in year June 06, 2021 . I want the Cozmo 2.0 as i loves robots. At first DDL was open with the whole process. They would broadcast State of Robotics broadcast via ZOOM and on YouTube a day later. They showed where they were at in the manufacturing process and plans they have for robots, upgrades, programs, service plans, etc. In about 2022 the amount of State Of Robotics broadcast started to diminish to the point they only did one in 2023. On that broadcast they were supposedly selling Vector and were planning to have Cozmo built and ready to ship to those who preordered in the new year. After seeing that, I checked my order by going to their site and looking at my account and found my status was paid and was fulfilled. I have been trying to contact them for about a year and keep getting an automated email. It said that I contacted them during off hours and they are busy but will get to my email in the order it was received. Now it's been 3 years but I don't receive my product nor received any update from them. I want a refund for my preorder Cozmo 2.0.

    Business Response

    Date: 01/15/2025

    offered a vector instead

  • Initial Complaint

    Date:07/30/2024

    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 a Cozmo robot back in December 2021. I have not recieved this item and have been in contact with them multiple times since. I have tried to contact them 4 times since last year but have gotten nothing back other than a response about a ticket and case number.

    Business Response

    Date: 01/15/2025

    offered her a vector instead of cozmo

    Customer Answer

    Date: 01/15/2025


    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:07/30/2024

    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 the Butter Robot on December 26, 2020. The item was scheduled to come out within a year. It's now 4 years later and there are no updates. I've requested a refund but have yet to hear back.

  • Initial Complaint

    Date:07/12/2024

    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.
    This was a prepurchase for an item "Rick and Morty Butter Robot" (quantity 2) that was promised in 2021. After numerous delays, it has become apparent that Digital Dreams has cancelled this effort and is no longer responding to inquiries or providing updates or refunds. The last "production" update was provided over 2 years ago.

  • Initial Complaint

    Date:07/12/2024

    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 used a Visa to purchase a Vector 2.0 robot device from Digital Dream Labs on Dec. 14, 2022. I was hoping to give it to my son for Christmas that year, but the product was not shipped. I sent emails inquiring into the status of my order and, when it was clear that the product would not arrive in time for Christmas, I wrote to cancel my order. (I have attached various email correspondences). They promised shipment, then confirmed receipt of my cancellation request, but I have received neither the product nor the refund. They have been unresponsive to both of my emails in 2024 (sent Feb. 2 and July 9), which have asked either for a refund or for delivery of the product. I do not know how else to resolve this issue aside from seeking your help.

    Business Response

    Date: 01/15/2025

    sent him an email telling him we can send his vector next week

    Customer Answer

    Date: 01/15/2025

    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 waiting over two years for this product, and after receiving many emails from the business promising to ship the product, I am not satisfied with another note promising to ship the product. I've been here before and do not trust the company to follow through. 

    I purchased the product as a Christmas gift for my son over two years ago. Obviously, the time has passed for me to give this item as intended. 

    At this time, I want a full refund for the purchase price of $445.31.


    Regards,

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

    Business Response

    Date: 01/17/2025

    customer emailed us saying he would accept a vector and we mailed him expected to be received this coming Tuesday the 21st.

    Customer Answer

    Date: 01/24/2025

    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 received the product TWO YEARS too late for my needs. I would like to return it for a full refund but have not received a reply from my repeated emails to the company asking for information on how to return the product. 

    Regards,

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

    Business Response

    Date: 01/28/2025

    we will not be returning the item for this customer, he accepted the robot and we went thru the process of shipping it to him and after he accepted, he is now wanting to return it. Thanks

    Customer Answer

    Date: 01/28/2025

    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.

    The company took over two years to ship this product. I no longer need it. I should be able to return it for a full refund. This was not a non-refundable purchase. I will not be satisfied with this outcome unless I get my money back. 

    Regards,

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

Digital Dream Labs is NOT a BBB Accredited Business.

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