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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

  • 401 total complaints in the last 3 years.
  • 96 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:08/26/2022

    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 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:
    Resolved
    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:
    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.
    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:
    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 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:
    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 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:
    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.
    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:
    Resolved
    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:
    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.
    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:
    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 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

  • Initial Complaint

    Date:08/09/2022

    Type:Delivery Issues
    Status:
    Resolved
    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 # ***** and Order # ***** I have repeatedly emailed this company requesting order cancelation for refund of both orders. I placed the 1st order November of last year and still have not received product. I no longer want the products and have been trying to get refunded. My 1st email was replied to without resolution. All further emails have been ignored.

    Business Response

    Date: 08/18/2022

    Hi *******,
    Thank you for writing in to Digital Dream Labs. Your orders have been canceled per your request; I apologize for the delayed response through our support center. Your funds should arrive in 5-7 business days or less, depending upon your financial institution.

    Please let us know if you need anything else.

    Thanks!

    Robbie

    Customer Answer

    Date: 08/18/2022


    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,

    ******* ********

Digital Dream Labs is NOT a BBB Accredited Business.

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