Complaints

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.

• Initial Complaint

  Date:10/16/2022

  Type:Delivery Issues
  Status:

  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.

  In November of 2021 I had preordered the new Cozmo robot. I did not know orders would take this long. I have reached out via email multiple times to get my order cancelled and refunded and have not received a response. I originally received a response letting me know if I cancel now I will not receive it months before the general public. I emailed back that I understand and would like to cancel anyway. By this point the kids are no longer interested in it. I got no reply after that. I have emailed again several times since and have not received a reply.

  Business Response

  Date: 07/22/2024

  Customer had received communication regarding their refund and have since received the refund via Klarna refund method.
  Below are screenshots of the communication and confirmation on our Shopify order page 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. 
  
  Regards,
  ***** ********

• Initial Complaint

  Date:10/15/2022

  Type:Product Issues
  Status:

  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 this product in November of 2021. They have yet to deliver. I suspect that this is a bad investment and have requested they cancel my order and refund my credit card for the amount charged. They inititally responded right away asking me to reconsider. I replied that I wanted to proceed with the refund. That was weeks ago and I have reached out to them multiple times asking for my refund status as there is no credit applied to my account. I have had no response other than the automated "Your ticket has been received successfully." I continue to reach out to them with no response at all....

  Business Response

  Date: 02/08/2023

  On February 7, 2023, we notified the customer that we had processed the refund.

• Initial Complaint

  Date:10/12/2022

  Type:Delivery Issues
  Status:

  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.

  We have pre-ordered cozmo 2.0 (Order no. *****) for my son back in Dec.2020 when he was 11 years old. The initial promise was it will be ready/delivered to us by May 2021, but until now we have not received it. My son will be 14 soon! We received an email from their that we can request for a refund last year, and we have requested for a refund instead but have not received an answer but instead got a vague response. Please help us get our money back - $253.33 USD.

• Initial Complaint

  Date:10/09/2022

  Type:Product Issues
  Status:

  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.

  On June 5, 2022, I purchased their Vector 2.0 AI Robot Companion for $365.33 plus the Lifetime Access License, which was an additional $125. We haven't seen any update on our order yet and when I did contact them, they quickly responded and they said they would give the refund, but asked if we would reconsider and asked for our final decision. I said to move forward with the refund. After that, they stopped replying to my emails and I have received NO REFUND. Obviously, we have no product (which don't even want anymore) and no refund yet. We just want our money back, which is a total refund of $490.33.

  Business Response

  Date: 10/11/2022

  Hi ****,
  Thanks for reaching out to Digital Dream Labs. I apologize for the delay in response to this concern; I have canceled both of your orders and processed refunds per your request. The funds should arrive within 5-7 business days depending upon your financial institution. We hope and look forward to earning your business in the future once this is brought to market and ready to be shipped immediately. 
  
  Please let us know if you need anything else.
  
  Robbie B.
  Digital Dream Labs

• Initial Complaint

  Date:10/09/2022

  Type:Product Issues
  Status:

  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.

  Digital dream labs is not shipping their product on time and refuses to give me a refund or even update me on when product will be shipped. I have contacted them for a refund at least a half dozen times and they are poor at responding and have just stopped responding all together… give me my full refund!

  Business Response

  Date: 10/11/2022

  Hi ****,
  Thanks for reaching out to Digital Dream Labs. I apologize for the delay in response to this concern; I have canceled your order and processed a refund per your request. The funds should arrive within 5-7 business days depending upon your financial institution. We hope and look forward to earning your business in the future once this is brought to market and ready to be shipped immediately. 
  
  Please let us know if you need anything else.
  
  Robbie B.
  Digital Dream Labs

• Initial Complaint

  Date:10/08/2022

  Type:Delivery Issues
  Status:

  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.

  On the 31st Dec 2020 ( ***** ) I preordered the Vector 2.0 for $277 via Amex, it was due to ship in May 2021. Since then nothing has shipped so I requested a refund several times July 2022 told it was coming in a month nothing came. In July 2022 I requested a refund again and was refused as it was coming another lie there is no robot. I simply want a refund as there is no product. ********

  Business Response

  Date: 02/08/2023

  On February 6, 2023, we emailed the customer asking whether we can proceed with the refund back to the original payment method (American Express ending in ****). We have not gotten back a response yet.

• Initial Complaint

  Date:10/07/2022

  Type:Delivery Issues
  Status:

  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.

  Bought a Vector 2.0 on preorder in Q1 2021, was promised delivery within the year 2021. By Q4 2022 still nothing have arrived, even thou the company have promised delivery in Q1 which was pushed to Q3 2022. I have asked for a refund, but absolutely radio silence from the company. Can by NO means recommend doing ANY business what-so-ever with them!

  Business Response

  Date: 10/11/2022

  Hi ******,
  Thanks for reaching out to Digital Dream Labs. I apologize for the delay in response to this concern; I have canceled your order and processed a refund per your request as of October 9th. The funds should arrive within 5-7 business days depending upon your financial institution. We hope and look forward to earning your business in the future once this is brought to market and ready to be shipped immediately. 
  
  Please let us know if you need anything else.
  
  Robbie B.
  Digital Dream Labs

• Initial Complaint

  Date:10/06/2022

  Type:Delivery Issues
  Status:

  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 Cozmo robot from Digital Dream Labs on May 14, 2022. When checking out shipping stated it would be a 1 day shipment. I waited until the next Wednesday to contact the merchant as I had not received my product or a tracking number for the order. When contacted, I was told that the robot was on a backorder and it would be in stock ready to ship by June/July 2022. I was willing to wait a month for my robot to be shipped. I contacted the company again through email on June 24, 2022 as I had not heard anything from them and was told they did not have a specific date for me. And from then on out I would contact them every few weeks to get an update and I would receive a basic response without giving any information when I would receive my order. After a while of the basic responses, I went to their Facebook page only to find out that many others are in the same situation as I am and some worse. Customers who placed orders in 2020 (2 years ago) still have not received their robots. I am unwilling to wait 2 years for this robot so I requested a refund. After requesting a refund, the company abruptly ended all communication with me. I spent a total of $328.59 on this robot that I was unaware would take 2 years or more to ship or if I would even receive it at all. Details of my order (Order# *****) are uploaded with this complaint. Thank you.

  Business Response

  Date: 10/11/2022

  Hi ********,
  Thanks for reaching out to Digital Dream Labs. I apologize for the delay in response to this concern; I have canceled your order and processed a refund per your request. The funds should arrive within 5-7 business days depending upon your financial institution. We hope and look forward to earning your business in the future once this is brought to market and ready to be shipped immediately. 
  
  Please let us know if you need anything else.
  
  Robbie B.
  Digital Dream Labs

• Initial Complaint

  Date:10/06/2022

  Type:Product Issues
  Status:

  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.

  On November 20th 2020 I pre-ordered a Cozmo robot from Digital Dream Labs. Due to various excuses, DDL has not been able to start production of the Cozmo robot. Although they have sent many emails claiming I can receive a refund for my order, they have not yet refunded my money. This has been going on for 2 years now. I have saved all emails to and from DDL for reference. I want DDL to refund my original deposit of $197.00 USD

  Business Response

  Date: 10/11/2022

  Hi ******,
  Thanks for reaching out to Digital Dream Labs. I apologize for the delay in response to this concern; I have canceled your order and processed a refund per your request. The funds should arrive within 5-7 business days depending upon your financial institution. We hope and look forward to earning your business in the future once this is brought to market and ready to be shipped immediately. 
  
  Please let us know if you need anything else.
  
  Robbie B.
  Digital Dream Labs

  Customer Answer

  Date: 10/19/2022

  
  

  I received an email regarding my complaint and apologize for not responding sooner.   My complaint ID # is ********.
  
  I was refunded for my purchase by DDL on 10/10/2022, thanks to the Better Business Bureau.  I consider this matter adequately resolved. 
  
  
  
  
  Regards,
  ****** **** 
  

  
  

  
  

• Initial Complaint

  Date:10/02/2022

  Type:Delivery Issues
  Status:

  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.

  Purchased Cosmo on 12/12/2020 for Christmas for my son, the website did not say pre-order, but still that was ok I figured I would wait on it. I still have not received Cosmo even though they have sent out pre-orders. I have contacted the company multiple times regarding my order of Cosmo and have been told they are unsure when I will receive Cosmo. At one point the website stated all preorders have been filled, I contacted the company to ask where my order was, went back to check the website, and that statement was removed and a new one was put up stating all preorders were finished and going out in order. Now Christmas is around the corner and I want my order filled. I have emails proving all of this. I feel they are blowing me off, I paid for a product and I want the product I paid for. I’m not looking for a refund at this point I want the product that I paid for 2 years ago which obviously funded them and made it able to make the product, I have been patient enough. I attached an e mail where I’m asking about my order as well at my original receipt email.

  Business Response

  Date: 10/11/2022

  Hi *******,
  We appreciate your support and your patience. We have had a lot of headwinds through COVID and while we are still working on Cozmo 2.0, he's not ready for your home just yet. I know the wait can be frustrating; we will work to be better with communication and updates surrounding Cozmo 2.0 and I will share this feedback with the Marketing team to help the team understand your point of view.
  
  We will continue working on Cozmo 2.0 and we would love to get him to your doorstep as soon as we are able. We encourage you to reach out to our support team at *******@****************.com as well if you have any questions about our current status or where we are at with development.
  
  Thank you!
  Robbie B.

  Customer Answer

  Date: 10/12/2022

  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.

  My order was canceled after the complaint was filed, and the response was filed. I ordered Cosmo 2 years ago so I don’t know how I would receive the refund when my credit card has since expired. Also I did not ask for a refund I asked for the product I ordered. Which I had contacted your company mutual times and was told it would be just a few more months and now it’s been 2 years. Not once was I offered a refund, but now that I have made a complaint my order was cancelled. That doesn’t seem like a reasonable way to do business. 

   
  Regards,
  
  ******* ****

  Business Response

  Date: 11/03/2022

  Hi *******,
  I attempted to call today to discuss this but was unable to reach you; at this time we are experiencing challenges with Cozmo that are affecting our expected timeline for delivery this quarter. I know that's not optimal, and you've been so patient and supportive during this process that it's hard to relay that news. I misread your prior message to interpret that you wanted a refund for your order and completed that refund for you. To resolve this, we have a few options:
  
  1) You can choose to keep the refund provided to you and purchase when Cozmo 2.0 is available on our web site or in retail stores.
  2) I can re-place your order with a special request to our distributor to keep your place in line so that you get one of the first Cozmo 2.0 robots available on launch.
  
  I am absolutely glad to do whatever you prefer here so that we can get you the resolution you prefer most. However, I do want to be forthright in saying that the expectation to receive a Cozmo 2.0, even if you are one of first ones to do so, is going to be likely at least spring to summer of 2023. With the hardware changes we have made, there are tons of software changes to make and that has given us significant headwind in terms of manufacturing and production.
  
  Again, I cannot overstate that we appreciate your patience and your support- I want to offer you the best option for what we can do at this time. Please let me know which route you would prefer to go and I will make it happen. Thank you.
  
  Robbie B.
  Chief Experience Officer
  Digital Dream Labs, Inc.