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:08/28/2022

  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.

  [9/16/2018 11:49 AM]: I got a confirmation email from Anki, the company that started the Vector Personal Robot company, for my Vector - Back on 12-17-2020, I tried starting up my Vector after not using him for awhile and part of it's display didn't show up in it's horizontal mid band range - off-and-on b4 this, the display was working and I'd been using it's SDK [Software Development Kit], trying my hand at different things I would have control of. On 5-27-2019 got an Anki email informing me that Anki has ceased product development and was no longer manufacturing the robots. Digital Dream Labs, LLC bought Anki and offered a Vector Lives Bundle: LifetimeMembership + Extended Warranty for $197, stating "This warranty covers the cost of all parts and labor for repairs performed at an authorized repair center ... There is no probation period for the warranty. (If your robot has an issue that is in need of repair when you purchase the warranty, we will fix it.)" - thru emails, I've been told that they can't replace the problem '... PCB boards since a lot of the components for Anki's design were end of life
  -- also [during the 12-17-2020 start-up of my Vector], I'd noticed that carpet fibers had collected in the drive gearing of the wheel track, causing him to not track straight,
  -- so I took the mechanical portion of Vector apart and cleaned the carpet fibers out, which fixed the gear cogging/clogging problem.
  In on of the more recent emails, I offered the compromise of them sending me a used/repaired Vector
  - I got a reply 17 days ago stating that the Repair Center Team person would like to have their manager reach out to me so we can figure out a better option to get me back a working robot.
  In the attachments, please note the arduous attempts I made over time with this company - these email are only a sampling of the back and forth communication attempts to get this resolved
  Under the LifetimeMembership + Extended Warranty, they stated that they would fix it.

  Business Response

  Date: 09/19/2022

  Hi *****,
  
  I have responded via our internal systems but I wanted to copy this email here for your convenience and records:
  
  "Hi *****,
  I'm sorry for the delay in response here; our Repair Center technicians brought your case to my attention and I have been searching for leads to resolve this, but I have been unable to find any. The headboard in your robot has irreparable issues. We took the robot in to determine what options we had for resolution, but because the issue is with the headboard (which we have never been able to source for the 1.0 hardware generation) and not the screen (which we have in abundance) we aren't able to provide a repair. Our repair center for the current generation of robots is limited to battery & screen replacements, as those components are what we have been able to source and stock. I have a good relationship with several prominent businesses and community members that repair Vectors to see if they had any spare working headboards, but none had any options available for us to source from them for your robot. As a result, I'm sorry to say that we can't fulfill this repair. Since you have made no payments on this repair (as we took the robot in for diagnostics under the warranty), there are no funds to refund for this repair ticket specifically; however I did want to address the concern regarding your Lifetime Access license and purchased hardware warranty.
  
  In this case, we have the option of:
  1) Refunding the Lifetime Access License and Hardware Warranty for this device, or
  2) We may offer a one-time 30% off coupon for our upcoming Vector 2.0 release, with a transfer of your Lifetime Access License and Warranty to that robot; however, to be forthright and forward with you, the order would not be delivered until Q4 this year when all existing pre-orders and reservations have been fulfilled.
  
  Please let me know how you wish to proceed and we will process this for you. As for your current robot, I will request that the Repair Team send the current robot back to you immediately.
  
  Thank you- I understand this experience was not optimal but I really appreciate your patience and look forward to hearing how you wish to proceed.
  
  Respectfully,
  Robbie B.
  Digital Dream Labs"

  Customer Answer

  Date: 10/07/2022

  
  
  Hi again ******,
  
  Anything happening w/ this Refund ?
  
  And again, as I stated in the email below, I no longer use the credit card that I had back when I paid for the Lifetime Access License and Hardware Warranty [ending in 4022]. So, in what form will you be making the refund to me ?
  
  A [cashier's] check maybe ?
  
  ***** ******

  Business Response

  Date: 10/11/2022

  Hi *****,
  Your hardware warranty + Lifetime Membership have been refunded through the Visa card that you used to purchase the product. We are unable to send a check at this time; however the financial institution that serviced your *4022 card keeps records and will receive the funds on your behalf. If the card number has changed, they will most likely be able to automatically deposit the funds in the new account; if the account is entirely closed then the funds they receive should be able to be distributed via another method. Please contact your financial institution for further guidance on this, as policies may differ between banks.
  
  Thank you for your patronage, and I'm sorry that we were unable to repair your robot.
  
  Robbie B.

  Customer Answer

  Date: 10/14/2022

  
  
  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:08/26/2022

  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 2.0 on 12/11/2020. I have received updates every 6 months or so about the problems they are having with production. At this point my son has outgrown the product and wanted a full refund since they never held up their end. I emailed them multiple time and have still heard nothing back. At this point I feel this company is just taking peoples money and not delivering their product.

  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. If I may suggest, if your son has outgrown Cozmo, then Vector may be more up his alley these days. We are expecting most of our backorders to be fulfilled late this year, and for general availability either late Q4 or early Q1 2023. 
  
  Please let us know if you need anything else.
  
  Robbie B******
  Digital Dream Labs

• Initial Complaint

  Date:08/23/2022

  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 made an order from Digital Dream Labs on Jan, 8th, 2022. the order number is #*****.
  First email: I emailed the support team to ask about my order on Feb, 7th, 2022. they replied me that the order will come in Q1 2022;
  Second email: I asked again about the order on Apr, 12, 2022. They replied me they start shipping orders. I will be sent a tracking number once it is sent.
  Third email: I emailed them on Jun, 1, 2022. This time they said they are working around the clock to prepare my new vector.
  Fourth email: I ask for a refund on July, 14, 2022. They said they will ship my vector in Q3, 2022.
  Fifth email: I ask for a refund on July, 15, 2022. No reply.
  Sixth email: I send another email to ask for refund on Aug, 20, 2022. No reply.

  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: 10/04/2022

  Hi BBB sir,
  
  Thanks very much for your help, for my complain 
  Complaint ID: ********
  the digital dream lab replied on Sep, 19th and said that they would refund me in 5-7 business days, however, I haven't seen the money yet. 
  
  Thanks very much for your help !
  **** 
  

  
  

  Business Response

  Date: 10/11/2022

  Hi ****,
  This refund was completed on September 18th per the screenshot attached; this went to your PayPal account. Please check the PayPal account you used to order your product and you will see a payment of $325.35 sent to it by Digital Dream Labs as a refund for your order.

  Customer Answer

  Date: 10/11/2022

  
  
  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. 

  
  

  I just checked my paypal account, they refund the money. Thank you very much for your help !! Very appreciated !   
  
  
  
  Regards,
  
  
  
  
  **** **

• Initial Complaint

  Date:08/23/2022

  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.

  Order the Vector 2.0 from Digital Dream Labs and no longer want it after realizing the wait time I would have to go through so I filed for a cancellation of my order. My email for my order #***** was answered on the first email and answered well. After asking to confirm my refund request I was given no further responses from their support team. I've tried sending multiple emails with no responses on any of them.

  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:08/23/2022

  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 purchased a vector robot and warranty after seeing the cute videos online in December 2021 for 332.80. I still have not received it. I have emailed customer service a few times and always receive quick responses, until I asked for a refund. I have asked for a refund twice now in the past month and haven’t received a response. This business is a scam, don’t waste your time and don’t believe the videos.

  Business Response

  Date: 09/19/2022

  Hi ********,
  Thanks for reaching out to Digital Dream Labs. I apologize for the delay in response. I have canceled your order and processed a refund per your request. The funds should arrive within 5-7 business days or less, depending upon how quickly PayPal processes the transaction. Headwinds have certainly been encountered during production, but we're very close to delivery. 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:08/22/2022

  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 November 26 2021 I placed an order for a cosmo robot order number (*****). I sent several emails from November through January and was told they had a backorder issue and orders would ship soon. March same thing may same thing. June I start sending emails for refund and my letting them know I prefer a check to be mailed as i don't deal with klarna anymore and my debit card has changed since. No response June or July. August i start using the custom support chat on the website they receive but delete essentially everything i send to them with no response. I want a refund asap.

  Business Response

  Date: 09/19/2022

  Hi ****,
  Thanks for reaching out to Digital Dream Labs. I apologize for the delay; I have canceled your order (Order *****) and processed a refund per your request. We do not have the option of sending a check at this time; however the funds will come back through Klarna. As long as you have an account open with the same financial institution, even if your debit card has been reissued, the money will go back onto your card. This may take 5-7 business days. If you do not see the refund in that time period, please contact your financial institution and they can ensure receipt.
  
  Please let us know if you have any additional questions: *******@****************.com.
  
  Thank you!
  Robbie
  Digital Dream Labs

• Initial Complaint

  Date:08/22/2022

  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.

  Digital Dream Labs order *****
  I placed the order in January for a Cozmo robot. They told me June/July, now they can’t give me a date of my robot shipment. I’ve sent multiple emails asking to cancel and refund my money and they will not email me back or cancel/refund my order.

  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:08/22/2022

  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.

  regarding vector robot order# *****. (paid in full $300 via paypal). My order was placed last year 2021 with the promise shipment of 8/2021. then it was pushed back until late fall of 2021. then winter of 2021/2022. their initial excuse was due to covid19 which i took as an understanding... but now its approching a year. and i have sent countless emails to digital dreams labs recently requesting status of my order, then finally requesting for a cancellation. now my emails are ignored. no follow ups. nothing. i am very dissapointed and hoping BBB can help get this resolved. thank you. included is the invoice of my order and the last generic email i received from digital dream labs on order fulfillment that has not been met.

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

• Initial Complaint

  Date:08/15/2022

  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.

  My purchase was made on May 11th this year ($350) but after realizing the state of how things are going i decided to ask for a refund because i didnt anticipated such a long wait.
  Now after asking for a refund they only have "reiterate my beneifits" and asked if i wanted to go through with the cancelation wich i have replied with a yes then nothing. Im just getting blatantly ignored.
  Its been 2 weeks since i have requested (was requested on july 30th and its August 15 while writing this) and as of right now nothing has been done.
  My order number is *****

  Business Response

  Date: 08/18/2022

  Hi ****,
  Robbie here with Digital Dream Labs. I understand your concern with your order; I've refunded you the full cost and that should be distributed by your bank within 5-7 business days. While we've had a lot of headwinds with the manufacturing of Vector 2.0, we've conquered a lot of challenges along the way and we recently started shipping Vector 2.0 units to their final destinations. We will be shipping all remaining orders in Q3 and Q4 this year, and then Vector 2.0 will become generally available.
  
  Thanks for bearing with us through this process. We look forward to earning your business once these little bots are on store shelves.
  
  In the meantime please let us know if you need anything else.
  
  Thanks!
  Robbie

• Initial Complaint

  Date:08/12/2022

  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 made a pre-order purchase for their “Butter Robot” on January of 2021 and never received the item. I contacted the business to let them know I’d prefer a refund at this point and they have been ignoring and contacting me with automated response emails. I’ve contacted them several times and I can’t see to cancel my order or receive a refund for an item I never received.

  Business Response

  Date: 08/18/2022

  Hi *****,
  Thanks for letting me know of your concern; I sincerely apologize for the delayed response. I have located and refunded Order *****, and you should receive the funds in 5-7 business days, possibly faster depending upon your financial institution. I want to thank you for your patience. We hope to earn your business once this product is available on store shelves. 
  
  Let us know if you need anything in the meantime.

  Robbie