Business Profile
Computer Software
Digital Dream LabsThis business is NOT BBB Accredited.
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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 ComplaintThe 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.
Initial Complaint
Date:11/03/2022
Type:Delivery IssuesStatus:UnansweredMore info
Complaint statuses
- 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 order number is ***** and I paid 214 dollars to pre-ordered a cozmo robot November 2020. They said it would be delivered in spring of 2021. It’s November 2022 and the company still has no idea when it will be shipped or delivered. I’ve asked for a refund and have yet to get my refund. Below is the emails I sent to the company and have heard nothing since October 14. I just want my refund it’s been to long with little to no communication. On Oct 20, 2022, at 10:54 PM,Initial Complaint
Date:11/03/2022
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- 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 Butter Robot on 11/17/2020 and Cozmo 2.0 and Vector 2.0 on 11/20/2020. Only my Vector 2.0 pre-order was recently received (October 7, 2022). There has been limited and inconsistent updates regarding pre-orders throughout the last 2 years and the Vector 2.0 that was received has had several issues including having a defective charger, displaying '980' error codes and having other various issues. Due to these concerns I requested to cancel and refund my pre-orders for Butter Robot and Cozmo 2.0 on October 28, 2022. After receiving no response or communication regarding my refund request I sent an additional request on Nov 2, 2022 and again on Nov 3, 2022 with no responses.Business Response
Date: 02/21/2023
We refunded the customer on December 7, 2022 and notified the customer via the Support Desk. We do apologize for the delay.Initial Complaint
Date:11/02/2022
Type:Customer Service IssuesStatus:UnansweredMore info
Complaint statuses
- 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 contacting then since over a week now to cancel my order which hasn't even been shipped yet but they are not taking any action on the same. Money has already been deducted from my account and I don't want the product. I want the order to be cancelled.Initial Complaint
Date:11/01/2022
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- 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 all, I ordered a Cozmo robot December 30 2021 it was a pre release and expected to be delivered :"Deliveries are expected to begin Q3 of 2022." it's still written on their website ***************************************************** ***** ***** As obviously they didnt even started the production line for "Cozmo" for sure it will not be thrue and not even 2023 So i asked a refund, by mail October 10 2022 I received 2 emails asking if i really want a refund of course i said yes as i dont want to just wait 1 year more, and no answer since 10 October Billed using Paypal Cozmo 2.0 Educational Toy Robot × 1 1 Year Manufacturer's Warranty $299.99 Subtotal $299.99 Shipping $65.09 Taxes $0.00Business Response
Date: 07/18/2024
Customer received communication in Dec 15th 22' and received their funds via reversal in Feb 7th 23'
Below are screenshots of communication, cancelation of the order and funds being refundedCustomer Answer
Date: 07/19/2024
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:10/31/2022
Type:Delivery IssuesStatus:UnresolvedMore info
Complaint statuses
- 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.
In the beginning of 2020 Digital Dream Lab opened a crowdfunding campaign on the platform Kickstarter. Part of said campaign was the so called OSKR or "Open Source Kit for Robots". I want to cite here what they wrote on Kickstarter (see ************************************************************************************ "The second project we've named "Open Source Kit for Robots" (OSKR) and is a response to the thousands of emails you guys have sent us. Our hope is that this serves as a demonstration of our dedication to giving and enabling the Vector community the means to have even more fun creating features for him. [...] Through this project, we will build a bootloader image that permanently converts a production robot into a “Dev” robot. We will enable the user to flashboot system partitions. We will control ownership and authenticity through cryptographic security. We will sign all builds. We will provide an additional set of keys to the community for the purpose of making open Vector builds. This is identical to the method that the previous company used for internal development. With the robot unlocked, we will then establish a step-wise fashion of releasing additional keys for various portions of Vector to the community to continually enhance and expand features." The only thing that has happened from this is a partial unlock of the robot. All of the rest was not delivered until today. Despite that fact DDL ceaes to communicate on Kickstarter claiming "OSKR was delivered" when it clearly was not.In addition to that there were no new releases to the open source project and robot sources in months, so I am under the impression that DDL stopped working on this. Documentation is nowhere to be seen. Conclusion: DDL scammed me out of my money on Kickstarter without delivering what was advertised there. Im am not interested in getting my money back, I insist on getting the OSKR I paid for.Business Response
Date: 07/22/2024
Customer has received communication and a link to their OSKR (Escape Pod) license on
Feb 25th 2021
Below is a screenshot of our communication.Customer Answer
Date: 07/22/2024
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.
The OSKR DDL claims to have delivered is highly incomplete and not working. In addition to that I am entitled to multiple of those licenses and DDL is no longer able or willing to honor those licenses. Also neraly all other features I paid for in the Kickstarter are not delivered because they don't exist. They are scammers and frauds.
Regards,
****** *********Initial Complaint
Date:10/31/2022
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- 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 20, 2020 I pre-ordered 1 Cozmo Robot for $197. After numerous excuses about why they couldn't deliver by the May 2021 deadline, I finally asked for a refund. After about 5 e-mails later they finally responded with a reply saying they would. It's been nearly 2 years now and no Robot and No refund.Initial Complaint
Date:10/29/2022
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- 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 2.0 robot on June 20, 2022, Order# ***** for a total amount of $314.24, with the pretext of receiving the robot prior to October 2022. I contacted Digital Dream Labs via their online portal requesting a refund for the robot due to the fact that the shipping window had past with no communication or updates. I received a reply to my initial request within 24 hours stating that I would not get the same pricing if I decided to purchase in the future and asked if I was certain that I wanted a refund. I replied stating that I absolutely did want to proceed with the refund. After not receiving a reply to that message I sent a follow up reiterating that I would like the refund and to please provide any instructions necessary. That message was also never responded to. Digital Dream Labs provides no other way to request a refund or to contact them. Once I reiterated that I would like to proceed with the refund they completely ghosted me. I would like my refund.Business Response
Date: 02/14/2023
We have processed the refund for the customer on February 9, 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:10/28/2022
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- 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 robot on 21st November 2020 on order #*****. The vendor promised shipment in May 2021 and continues to delay with no clear timeframe for delivery. They have rejected my direct request to cancel the order and issue a refund and cannot provide delivery information.Business Response
Date: 02/10/2023
We refunded this customer (***** *****) on January 17, 2023 and have notified the customer via our Support Desk.Initial Complaint
Date:10/27/2022
Type:Delivery IssuesStatus:UnansweredMore info
Complaint statuses
- 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.
Do not purchase anything from this company. This company is a scam. I purchased Vector 2.0 In 2021 and I still have not received it. They keep delaying it and delaying it- I’m fed up and I just want my money backInitial Complaint
Date:10/27/2022
Type:Delivery IssuesStatus:UnansweredMore info
Complaint statuses
- 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 Oct 22, 2022 I placed an online order with Digital Dream Labs (DDL) for a companion robot in the amount of $420.42 USD. During the ordering process a "Shipping Policy" screen appeared, indicating that if I placed my order before 2:30 pm ET it would be shipped the same day. If the deadline was missed, my order would be shipped the following business day. Several days passed without any updates about my order. I began looking up information and social media posts about the robot. Immediately I found numerous complaints by other customers who have been waiting for a year and a half to two years after they placed their orders with DDL, these people have still not received their orders. I also found DDL's Better Business Bureau page containing many complaints about the company refusing to issue refunds to people waiting years for their robots. I also went back to the seller's website and found a "State of Manufacturing" page dated October 3, 2022, which indicated that they haven't even started manufacturing products ordered after June, 2021. I realized that I have no chance of receiving my order for at least six months to a year, and I'm not prepared to wait that long. I wrote to DDL asking for a refund and they tried to convince me that they would ship my order before Christmas of this year. I am disturbed and unsettled at the fact that I was lied to twice about the availability of this product, and I'm not comfortable doing business with them or letting them keep my funds.
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