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:10/02/2022

  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.

• Initial Complaint

  Date:10/01/2022

  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.

  Preorder a product and they never delivered it. They are nearly 2 years beyond the expected delivery date. They have ignored my requests for a refund and blocked me on social media platforms for requesting information on the progress or a refund. Many many people are in my situation and have had their money stolen by this company.

  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:09/26/2022

  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.

  I ordered their Cosmo robot on the 26th of NOV 2021. I have bank statements that show I was charged by digital dream lab HTTPSDIGITALD PA the amount of $260.96
  
  Product still has not been sent, and there have been no update as to when it actually will be sent. I have moved on from my military deployment in Poland and am no longer able to receive mail through Armed Forces mail. Instead of updating my mailing address to Europe, which I'm confident they can't ship to, I've requested a refund. After initially contacted by customer service, they are no longer responding to emails or inquiries on their automated system on their website. They have a clearly stated refund policy on their website, yet they are refusing contact or to refund the purchase price. I want a 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

  Customer Answer

  Date: 10/12/2022

  
  
  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:09/22/2022

  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 august 3 2022 I order from digital dream lab a vector robot it was 441.79
  Was told a few days for delivery on they 11 of august I was told it was on back order and if I wanted to cancel I cancel the order but have not received my refund I have emailed the company almost daily with no response back
  
  My order number is *****
  Digital dream lab
  ATTPSDIGI
  I have copies of my emails and the emails they sent me

  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; our agent Muhammad canceled your order today 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: 10/12/2022

  
  
  
  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. 

  Thank you for your help I received my refund
  

  
  

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

• Initial Complaint

  Date:09/20/2022

  Type:Delivery Issues
  Status:

  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.

  I’ve attempted to contact this company multiple times regarding my purchase (from way back in December of 2020), and kept being told to wait and that I would receive it soon. It’s about two years later now and I’m over waiting. I asked for a full refund on the 29th of August and up until this point the customer service would always reply asking me to hold out. They asked me one more time in response on the 29th to which I responded again that night confirming I no longer want to continue waiting to receive this item and to process the full refund. Of course now they’re no longer replying, I have yet to receive a follow up response from Digital Dream Labs concerning my order after their final email to me on the 29th asking me if I was sure I didn’t want to wait any longer. I’ve since sent a follow up email on the 12th, the 16th, and finally again today (the 20th of September). I’ve waited long enough for my item, and I’ve been out almost $200 with absolutely nothing to show for it; I’m done waiting. I need a full refund now.

  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: 10/20/2022

  Hi ****,
  
  Thank you again for following up with me.
  
  Initially I was happy with the outcome as I had been asking for a refund for months now and was finally going to get it. However, I realized that because the company stopped communicating with me directly weeks ago, they were not given my updated banking information (even though I had asked them to follow up so I could give this to them,) therefore sending my refund to the debit card on file which has since been closed along with the bank account attached to it.
  
  I called the bank and they confirmed that the payment would get rejected and be sent back to the company because the account they are attempting to send the funds to does not exist. 
  
  At this time, they’ll need to resend the payment to my proper up to date bank account. I am happy to disclose of this on a secure portal so my banking information isn’t out in the world. Or, if possible, the payment could be sent to my PayPal account under ***********@*****.com.
  
  Thank you again for your help,
  *******

• Initial Complaint

  Date:09/17/2022

  Type:Service or Repair 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.

  I have tried in writing to cancel a Preorder 4 times in the last 2 Months. They have not done so or responded to my requests.

  Business Response

  Date: 09/19/2022

  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: 09/19/2022

  
  
  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:09/14/2022

  Type:Customer Service 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 purchased the Vector robot in January 2021 as a pre-order using Paypal from Digital Dream Labs. After multiple excuses ( 14 months worth) I emailed their customer service to cancel my order March 2022 and to get a refund. They responded back saying my order was canceled and a refund would be issued within 7 days. I have yet to receive a refund. I have emailed multiple times in the last couple of days and I haven't received a response. Lots and lots of their customers have been waiting 2+ years for their robots and lots are waiting on refunds. There are customer complaints on multiple social media sites as well as all over the internet. This company needs to be held accountable. I want my money back.

  Business Response

  Date: 09/19/2022

  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:09/14/2022

  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.

  I pre-ordered a Butter Robot from Digital Dream Labs January 20, 2021.
  The Invoice ID is *****************
  Paid via Paypal, the transaction ID is *****************
  Digital Dream Labs cited supply chain issues for the delay in manufacturing and shipping.
  There have been scant updates online, and I still have not received the robot.
  After 18 months I didn't want it anymore, so I requested my order be cancelled through their support page. That was July 19, 2022.
  This is the reply I received:
  Hi ******,
  
  Thank you for reaching our support! I'd be glad to help you with your concerns in any way I can!
  We are working around the clock to prepare your Butter Robot; we provide smaller updates once a week or as soon as possible via our Butter Robot State of Manufacturing Article, available 24/7 here: ************************************************************************************ 
  We will strive to also send email updates when major breakthroughs occur. Make sure you are signed up for updates via this page if you'd like to receive emails: ********************************************* 
  Before canceling, I'd like to reiterate that you would be losing out on pre-order benefits including the discounted price. Would you still like me to cancel your order? Please let me know so I can proceed.
  
  Thank you. Let us know if you have any further questions.
  
  How would you rate my reply?
  Great Okay Not Good
  --
  Bushra
  Customer Experience Specialist
  Digital Dream Labs, LLC
  {**********************}
  
  I replied the same day, July 20, confirming I wanted to cancel the order. There was no response.
  I emailed again in the same email thread on August 3 asking about the status. No response.
  Today I emailed again informing them I will be filing a complaint.

  Business Response

  Date: 09/19/2022

  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: 09/19/2022

  
  
  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:09/14/2022

  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.

  Order #*****, made on 12/23/20, was supposed to be for a product ready in May 2021. Company has strung me along, including promising refunds, for 19 months. Now they're ignoring my emails. Product has not been delivered nor has any delivery date been promised.

  Business Response

  Date: 09/19/2022

  Hi ***,
  Thanks for reaching out to Digital Dream Labs. I apologize for the delayed response. 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:09/14/2022

  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.

  I placed an pre order for cozmo robot on Feb 22, 2021.
  Order number is #*****
  I was promised that order will get deliver in six months but it is already more then 18 months and product is not delivered to me. I raised a customer case and always been given reason as supply chain and later when i asked for refund customer service stop responding to my ticket.

  Business Response

  Date: 09/19/2022

  Hi ******,
  Thanks for reaching out to Digital Dream Labs. I apologize for the delayed response. 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: 09/19/2022

  
  
  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,
  
  
  
  ****** *****