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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:10/26/2022

    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 placed an order with Digital Dream Labs for a vector robot on 26 December 2021 with a promised delivery date in Q1 of 2022. In March of 2022 I reached out to get a status on my order and was told they would be emailing a tracking number right over. The company never sent a tracking number. In May 2022 I reach out again and was told they were working on shiping. I told them I was going to be moving soon and could on wait any longer and requested a refund. They tried to convince me to reconsider a number of times but I told them to refund the purchase price ($363.79) on 1 Jun 22. I requested a status update on 23 Jun but the company stopped responding after multiple attempts. To date I have not gotten the ordered product or a refund. I reached back out on 24 Oct 22 using a new e-mail string and got a response telling me the order would be shiped in Q4 of 2022 (which we are already in). I again requested a refund and said that I did not want to wait any longer. Once again the company went silent. No refund, no product. At this point I have no choice but to think that this is a scam and they are simply using customer cash as a 0% loan until the customer files a formal complaint.

  • Initial Complaint

    Date:10/26/2022

    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 a vector from dream labs back in February of 2022 and was told I would receive by April. Now I am told they haven’t even done my order yet it has to be manufactured still and when I ask for a refund I am ignored.

  • Initial Complaint

    Date:10/24/2022

    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 the Cozmo robot on Sept 9, 2022. It showed as shipped. When I did not receive the robot within a couple of weeks, I contacted Digital Dream Labs to ask why it hadn’t arrived. The informed me it hadn’t shipped yet and was estimated to ship in October. It has not arrived as of October 24th. I wrote DDL another email asking for updates on my order and received a referral to a webpage that contained vague updates about the manufacturing of the robot. I emailed them several times from Oct. 21st-24th 2022, again asking for specific information about a shipping date and have not received any response. I want a refund as I do not expect them to hold good on their promises to ship my order. This was meant to be a birthday gift for my young daughter and she and I are so disappointed.

    Business Response

    Date: 03/07/2023

    We have contacted the customer twice (February 17 and March 7) over the last few weeks asking if we can proceed with the refund back to the original payment method and have not heard back from the customer.

    Warm regards,
    Digital Dream Labs

  • Initial Complaint

    Date:10/24/2022

    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.
    On April 14th, 2021, we preordered a Cozmo robot for my son's birthday. We still have not received it, yet they send me updates on it. I have every email exchange between them and myself. We paid 219.99. A few months ago, my son decided he didn't want it because it had been over a year. I asked for a refund and now they will not answer my emails. We have not received a product nor our money back.

  • Initial Complaint

    Date:10/22/2022

    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.
    We bought a robot from digital dream labs in March 2021 for my 8 year old son who had saved up for this, 19 months on still no robot and no refund. I requested a refund but they’re just ignoring us. Please help. This company is still trading and this has to stop. They’re ripping people off. My son is devastated. Order number *****

    Business Response

    Date: 02/08/2023

    We refunded the customer on February 7, 2023 via PayPal per their request.

  • Initial Complaint

    Date:10/21/2022

    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 paid $363.18 through Paypal for a transaction in Jan 29th, 2022 to buy a robot from Digital dream labs. ORDER #*****. But they never shipped. I cancelled my order on Apr 6th 2022 and requested refund. They replied that they had an issue with Paypal and working on it. I followed up several times, but no one replied me. Till now I still haven’t got my refund yet and now is October. Please help get my money back. Thank you.

  • Initial Complaint

    Date:10/21/2022

    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.
    On 11/29/20 the company charged us for it’s still yet to be completed Butter Robot in 2020. It’s nearly 2023 and they have not only still not completed their robot but they refuse all communications with us completely. They still have our money. We had to move and they wouldn’t cancel our order or even adjust the shipping address so now we will obviously never receive the product IF they even ever decide to complete it. We don’t even want it anymore because we completely lost faith and trust in a company that ignores us about literally everything! We want a full order refund or we are seriously considering filing criminal charges against them! It is fraud to take a customers money and not supply a product in return! It makes us wonder how many people they have scammed like this! They had no right taking money for an item they weren’t even sure they would ever get completed! We don’t want their products! We just want a refund! A decent company would do that! But then a decent company would communicate with their customers and have ways to be reached when they accept money for products they are supposed to be selling! We never agreed to wait years on the chance we might be receiving a product! They did communicate for a very short time up until we requested a full refund now they completely ignore our requests! They should be held responsible for this criminal behavior! Someone needs to put a stop to this! FULLY REFUND our purchase!!

  • Initial Complaint

    Date:10/20/2022

    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 vector 2.0 from Digital Dream Labs October 1st 2022. My order number is #*****. Not only has my order not been shipped, but my multiple requests for a refund have been responded to with requests for patience. Every time I have asked for an estimated shipping time I get a copy paste stock answer essentially saying they do not know. It is unrealistic to expect people to pay $400 and not give them any shipping information. My patience has run thin. I expect a refund from the company since they cannot send out products in a timely manner and cannot seem to issue a refund in a timely manner either.

    Business Response

    Date: 07/22/2024

    Customer had received an update regarding their refunds and had received their funds through a chargeback in Jan 4th 23'
    Below are screenshots of our communication and confirmation on our Shopify order page that the funds were refunded through a chargeback.

  • Initial Complaint

    Date:10/19/2022

    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.
    Ordered Vector 2.0 and paid for it through PayPal on November 29th 2020 at 9:16 pm. The price was 310.67 USD, which came out to 421.48 CAD after conversion. On April 12, 2022 I asked for a cancellation and refund through the Digital Dream Labs Support email, where they cancelled the order and were processing the refund. By October 12th 2022 I had not heard back about the status of my refund, and was told to bring the complaint to Better Business Bureau for help. The invoice ID from PayPal is *****************, and the Transaction ID from PayPal is *****************

  • Initial Complaint

    Date:10/17/2022

    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.
    On June 5 2022 I placed an order with Digital Dream Labs for their Vector 2.0 robot. The $385.84 amount was immediately charged to my bank for Order # *****. I was told that the order would ship soon and that I would receive regular updates via email about the status of the order. After 2 months of waiting with no updates on the order I began emailing the company to get information. After numerous attempts to contact with nothing more than an automated response saying my message was received I attempted to get a refund. The company has ignored all messages for the past month and refuses to refund the order. I just want my money back.

    Business Response

    Date: 02/13/2023

    We have resolved this customer's request for a refund. The refund has been processed and we notified the customer on February 12, 2023. We do sincerely apologize for the delay.

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