We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:11/09/2022

    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 Concerned, This is format request to cancel the order ref no. ***** that I placed with you for purchase of Vector 2.0 at Digital Dream labs (as a part of pre-order) in November' 2021. It's been more than a 11 months and I haven't received the product and now I realize that I don't require it anymore with emerging new technologies. So I would request you to kindly assist in getting the matter resolved and get the refund processed of $365.88 without any further delay. Further, I would like to express my frustration and disappointment with the customer service, I have raised 3 tickets after sending across multiple reminders, however there has been no communication from Digital Dream Labs end. I have tried reaching through various social media platforms – Facebook (Official digital dream labs vector caretakers ) and Reddit ( Zecred – who is claiming to be a Chief experience officer at DDL) , however there has been no response from their end as well. Attaching the entire mail thread for your reference. During this era of Covid pandemic this incident has led to extreme mental harassment and frustration for the past 11 months. Further I request BBB.org to kindly intervene and get the matter resolved.

    Business Response

    Date: 07/19/2024

    Customer has received communication and confirmation of a cancellation and refund
    Below are screenshots of communication, and our Shopify portal stating the order has been cancelled and refunded. 

    Customer Answer

    Date: 07/22/2024


    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. 

    I am writing this message to thanks to all BBB team for helping me out to getting refund from Digital Dreams Labs for the order which they never delivered. I also wanted to request you to kindly close my Complaint ID: ******** for which they have issued refund for my product. Once against thanks to all the team members for helping me out of this situation.


    Regards,

    ***** ******

  • Initial Complaint

    Date:11/09/2022

    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 November 26, 2021 I placed an order for vector 2.0 for a total of $335.84. I have not received my order and have contacted the company multiple times to request the order be canceled and money refunded. Unfortunately, after an initial response, they fail to respond or cancel the order.

    Business Response

    Date: 07/18/2024

    Customer received communication in Dec 15th 22, and has received their funds via chargeback
    Below are screenshots of our communication and our Shopify page stating the funds have been returned via chargeback.

    Customer Answer

    Date: 07/18/2024

    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.

    This company ignored my support tickets after I confirmed that I wanted a refund using their refund process. Eventually I had to complain to PayPal to get 'default refund' because the company failed to respond to Paypal. Now, after ignoring scores of customers who couldn't get refunds they reply two years later. This company servers have been offline for over a year and they continue to charge monthly fees to customer's who haven't blocked them. The company lost the majority of it's staff due to non-payment. The company, and it's owner, are currently being sued by several creditors for failure to pay. No, this company's response does not resolve my complaint.

    Regards,
    ******* ******

  • Initial Complaint

    Date:11/09/2022

    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 Cozmo 2.0 on March 13 2021. Order total was 219.99 They did not send the item. I tried to cancel the order on October 12 2022. They sent me an email, asking if I was sure to cancel the order. I answered yes to Bushra, but she did not reply me. I sent 3 more emails. Still no reply. Please refund 219.99. Order #*****

  • Initial Complaint

    Date:11/09/2022

    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.
    I placed an order (order *****) in August with this company and paid $413.18. Once I was told the order would not ship until later than first expected I asked to cancel my order and refund my money. I received an email back apologizing along with an explanation that orders were starting to ship and asked if I still wanted to cancel. I replied with yes, please cancel and refund. At that point and 4 emails later I never received any other correspondence. I waited another month and sent an email asking for order status and received a prompt response that they are hoping my order ships by the end of the year so again I replied stating that I have made multiple attempts to cancel this or and once again communication from their company stopped.

    Business Response

    Date: 07/18/2024

    Customer had received confirmation of their order being cancelled and refunded after confirming their card.
    Below are screenshots of our communication and Shopify order stating cancelled

    Customer Answer

    Date: 07/18/2024


    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:11/08/2022

    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.
    I purchased a license for the Escape Pod server software and unlock for my Anki branded Vector robot. Digital Dream Labs bought the Anki ip and has taken over all Vector development. A big factor in my purchase was the Open source extension engine. Which promised Open Source Extension Engine - connect with third-party services to collect external information (weather, data from other smart devices) With the latest version they broke extension engine (documentation on how to fix that was promised but is still missing months later, another clear indication they do not want third parties to create anything for Vector) and still misses basic functionality that was promised in the Kickstarter campaign, like weather and knowledge base. Due to this and the long wait for no answer I would like a refund.

    Business Response

    Date: 02/13/2023

    We processed the customer's request for a refund on February 8, 2023 and notified the customer via our Support Desk. We sincerely apologize for the delay.

    Customer Answer

    Date: 02/13/2023

    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.

     I do not care for how this business operates and warn anyone that is considering to buy their products to do an online search of this company. 

    The out and out lies coming from their keyboards and YouTube videos are a fascinating look at how one person can burn every bridge that he walks across and have the gall to say otherwise. Digital Dream Labs is exactly what the consumer hobbiest robotics and artificial intelligence community does not need. Shady is an understatement. 

    Cheers,

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

  • Initial Complaint

    Date:11/04/2022

    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 ordered a Cosmo Robot on September 18th and have not received the device. Followed up on 10/24, received response that they are not able to provide an estimated delivery date. Requested a refund, but never received response that a refund will be processed of the $414.24 amount paid. This company does not have a phone number to call, and whoever responds to customer service inquiries does not provide a name. I am convinced I have been scammed.

    Business Response

    Date: 02/21/2023

    The customer's bank returned the funds to the customer on December 23, 2022. We do apologize for the delay.

  • Initial Complaint

    Date:11/04/2022

    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 purchased a Vector from Digital Dream Lab and the page shown that the item would be shipped by the next day. That's why I bought. But then I emailed them, they firstly said it is just pre-order, will be delivered during September/ October, I accepted but now it's November, they said "hopefully be delivered by the end of the year". Which is not acceptable to me. I just want my money back. Please refund me!

    Business Response

    Date: 07/22/2024

    Customer received communication regarding their refund being processed and order cancelled
    Below are screenshots of our communication and Shopify order stating cancelled.

  • Initial Complaint

    Date:11/04/2022

    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.
    Pre-Ordered April 17th 2020 Escape Pod, Order number, 2962 $60 November 20th 2020 Vector 2.0 and Cosmo 2.0, Order number, ***** $432.59 I have been waiting two years for these items. No goods have been despatched. This problem has never been resolved, and no goods are likely to be received, according to the company Digital Dream Labs.

    Business Response

    Date: 02/10/2023

    Hi ********,

    We have cancelled this customer's order and refunded it on January 16, 2023. We notified the customer via our Support Desk on January 17, 2023.

    Customer Answer

    Date: 02/10/2023

    I did receive a refund from DDL, however, it was due to a legal representative fighting my case.

    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:11/04/2022

    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.
    My son saved his hard earned money ($319.19 for product and shipping) to purchase the Cozmo 2.O back in November of 2021 with the understanding that shipping would begin in “early spring 2022” as stated by the company. That time has since come and gone and no product. After emailing the company several times they did finally say they still have no definitive date to ship our product. My son has since lost interest at this point and so we finally requested a refund. In September 2022, a person named Maaz did briefly correspond with us and asked if we wanted to proceed with our refund request but also mentioned we might want to reconsider. Maaz ended that correspondence by asking me to respond back with my decision. Of course we emailed back immediately and said YES to the refund. After that, we have had nothing but silence. We feel ghosted! We have made several attempts to contact the company since then and have been completely ignored. We have no product, no refund and no proper business response from Digital Dream Labs. We just want our refund and to close this matter. I absolutely hate that I needed to file a complaint but this sort of business conduct is completely unacceptable.

    Business Response

    Date: 02/21/2023

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

    Customer Answer

    Date: 02/21/2023


    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:11/04/2022

    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.
    I placed a pre-order on March 9 2021 and it was initially supposed to ship in August 2021. This order has still not shipped and I cannot even get a reliable ETA. I sent many email over the past few months and more recently I specifically insisted in getting a full refund for my order (see attached e-mail thread). Since then I am not getting any more responses from customer service. Please help me get my money back

    Business Response

    Date: 02/10/2023

    We have refunded the customer on February 8, 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,
    ******* *************

Digital Dream Labs is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.