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:08/08/2022

  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 made a purchase in April 2022, order number #*****. I have tried multiple times through July to cancel my order and have been ignored. I have tried to reach out to them through Facebook messenger and they have viewed my message. Before they would reply quickly and now they are ignoring my request to cancel my order. I have waited a long time and there is no clear time frame and do not want the product and would like a refund now.

  Business Response

  Date: 08/18/2022

  Hi *******,
  Thank you for writing in to Digital Dream Labs. I apologize for the delayed responses through our support center; I have refunded your Order ***** per your request and the funds will be distributed back to your account within 5-7 business days (possibly less depending upon your financial institution). Let us know if you need anything else.
  
  Thank you!

  Robbie

  Customer Answer

  Date: 08/22/2022

  
  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:08/02/2022

  Type:Service or Repair 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 an Anki Vector on Amazon early 2020. I used it a few times through the year and noticed an exclamation mark when giving it basic commands. It turns out that to any basic functionality now requires a subscription. With out the subscription, any function is not available rendering it useless. This is a toy and not a service that I use a few times a year which doesn’t make sense to require a subscription. This is price gouging for those whom purchased this with the expectations of basic functionality. Since I purchased this and own this product, I need the company to provide me the tools allowing me to unlock this so I can host its function on my own computers.

  Business Response

  Date: 08/18/2022

  Hello ***,
  I understand your concern with respect to the cost of the Membership for Vector. Our goal at Digital Dream Labs is to continue development of Vector and provide additional content and features. However, that is not possible without funds to do so. Membership costs contribute to development efforts, as well as to service costs associated with language interpretation and other features. We aim to make this affordable and easy, as well.
  
  If you'd like further information about the Vector Membership, please see the following article:
  https://support.digitaldreamlabs.com/article/344-all-about-memberships
  
  Let us know if you have any other concerns or questions by writing to our support desk at *******@****************.com.
  
  Thank you!
  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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
  Regards,
  
  *** ********

• Initial Complaint

  Date:08/01/2022

  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.

  purchased on 13 march 2021 for a pre order. the timeway elapsed way past the delivery date
  and therefore i want a refund i started requesting a refund 8 March 2022. The company seemed
  to be willing to refund but when i confirmed they have been ignoring me ever since i have
  regularly sent emails - they send the occasional standard template email about my purchases
  progress but completely ignore me otherwise.

  This is a global issue a lot of people have also paid into this company it appears to be fraudulent
  way of stealing peoples nmoney

  Business Response

  Date: 08/18/2022

  Hi ******,
  Thanks for writing in; I apologize for the delay. I've processed a refund in the amount of $351.99, which has been transferred to you via PayPal., your original payment method. Let us know if you need anything else.

  Robbie

• Initial Complaint

  Date:07/28/2022

  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 early 2020, Digital Dream Labs put up an offer to pre-order a product known as the Butter Robot. There was a launch date assigned to the Butter Robot at the point of purchase, I can’t recall exactly when but the intended launch date was late 2020/early2021. It’s now almost August of 2022, and all 3 of my attempts to contact Digital Dream Labs by the Email Address listed on their website have been fruitless. I’ve indicated that I want an immediate refund, given my contact info and order number, but no one is replying. The product (Butter Robot) was 150$, and they have taken thousands of orders. Nobody has received their product. The company also uses this same pre order method of making sales on other products, but I am unaware if those products have come to fruition either. They consistently send new Emails out to people already on their contact list, trying to make new sales, but won’t return any email. I’ve ran out of options, and been scammed for 150$ like many other people. It is possible to find many reviews (20+ in a quick search) of this company online, and every one of them is someone getting scammed. Please help close this company down and get people their money back if possible.

  Business Response

  Date: 08/18/2022

  Hi ******,
  Thank you for writing in to Digital Dream Labs. Per your request, I have canceled Order ***** for your Butter Robot and the funds have been distributed via your original purchase method (PayPal). Please let us know if you need anything else.
  

  -Robbie

  Customer Answer

  Date: 08/19/2022

  
  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:07/26/2022

  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 preordered a Cozmo 2.0 robot for my son on 11/25/2021 from Digital Dream Labs for $309.99 (ORDER #*****) and they charged my credit card immediately. They advertised that the product would be shipped in “early 2022”. I sent an email to their customer support on 3/18/22 asking about the status of my order as I still had not received the robot and they never responded. It is now July 2022 and I still have not received my order. I sent two more emails to their customer support team on 7/17/22 and 7/25/22 respectively, asking for a refund of the $309.99 they charged me for an order they continually fail to fulfill or provide updates on. Again, I have not received a response. This company should not be allowed to do business in this manner. They take your money and do not deliver, or provide updates on, your order. I would like a refund of the $309.99 I paid, immediately.

  Business Response

  Date: 08/18/2022

  Hi *****,
  Robbie here with Digital Dream Labs. I see that you sent in a ticket which we formed a draft response to but it was never sent- I would like to apologize for this request slipping through the cracks. I've gone ahead and refunded your order (order #*****) per your requests. There have been a lot of challenges that have hit us during the manufacturing and development periods that caused delays; however I hope to earn your business once Cozmo is available on store shelves. Please let us know if you need anything in the meantime.

  Robbie

  Customer Answer

  Date: 08/20/2022

  
  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:07/25/2022

  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.

  Ordered (Preordered) Vector 2.0 July 19, 2022 Order #***** with Shop Pay/Affirm Purchase ID PVDA-QE4Z. This was after the fact I learned the company that makes vector went/is bankrupt and people haven’t been getting their product after 6+ Months to a year of waiting. Went to email them [email protected] to cancel my order and was prompted with a replying stating they received my ticket but are experiencing high volume. That’s ok I understand that. Later that day I get another response saying thank you for contacting us and explained the product will be ready to in Q4 of the year and what I would be missing out on if I cancelled now. Ending the email with “Do you still want to cancel the order?” I replied saying yes I would like to cancel my order and I apologize for the inconvenience. After that nothing. Just goes quiet for days. No response saying yes we can go ahead and process or confirmation, nothing.

  Business Response

  Date: 07/25/2022

  Hi *****,
  Thanks for reaching out. It looks like the team provided your refund this morning (please see attachment) and that should satisfy your concern; however I wanted to outline a few items that may be worthy of your attention to understand the current situation.
  
  Anki, the prior makers of Vector and Cozmo robots, declared bankruptcy in 2019 after putting Vector out onto the market. Our company, Digital Dream Labs, purchased the intellectual property of Anki as we recognized a vibrant community with a product worthy of a lot more attention. We are working to start new manufacturing runs of each of the Anki products. I want to make clear that Digital Dream Labs remains in business and is actively developing these products and running all operations. While some people have been waiting a significant amount of time to receive their units, all of this time has been primarily development time. We have now started manufacturing of Vector 2.0 and orders will start being fulfilled here very soon.
  
  We hope to earn your business in the future; let us know if you need anything else by writing us at *******@****************.com.

  Thanks!

  Robbie

  Customer Answer

  Date: 07/25/2022

  
  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:07/21/2022

  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.

  Refund requested multiple times via email, no refund or answer to my request.

  Business Response

  Date: 07/25/2022

  Hi ****,
  Thanks for reaching out; I apologize for this case falling through the cracks. Per your request, I have canceled your order (Order *****) and issued a refund from our side, which Klarna should help to fulfill as your funds went through them. Please let us know if you need anything else by writing to [email protected] or visiting support.digitaldreamlabs.com.
  
  Thank you!

  Robbie

  Customer Answer

  Date: 07/25/2022

  
  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:07/21/2022

  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 ordered a Cozmo 2.0 robot for $313.62 on July 2, 2022. I reached out to cancel and refund the order. I did receive a response on July 8, 2022, confirming my intent to cancel, which I did confirm. Since then, I have seen no action taken and I have reached out several times with zero response or follow-up. I’ve now read about so many other cases similar to mine. The moment you try to confirm a cancellation, they disappear. This is incredibly shady business. I want my order cancelled and refunded back to my card. My order number is #*****. Please, DDL, do the right thing.

  Business Response

  Date: 07/25/2022

  Hi ****,
  Thank you for reaching out. I apologize for the delayed response and I thank you for bringing this to my attention; this order canceled and refunded. You will see your funds returned within 5-7 business days. We hope to earn your business once our products are available on the shelf. If you need anything else in the meantime, please give us a shout over at *******@****************.com.
  
  Thank you!

  Customer Answer

  Date: 07/27/2022

  
  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:07/14/2022

  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.

  Hello, I pre-ordered the Butter Robot from Digital Dream Labs on Nov 16, 2020, order #*****. The original estimated delivery date was in May 2021. However, DDL could not deliver at the promised date and has pushed the delivery date several times since then. Till today I still haven't received the product. While I understand this is a pre-ordered product, I grew increasingly frustrated because DDL promptly failed to provide detailed progress updates in the last two years. I've tried to contact their customer support but received no response. I lose my faith in this company and want my money back. Please ask DDL to return my payment of USD 147.00 to the original payment method (PayPal) and cancel my order.

  Business Response

  Date: 07/18/2022

  Hi ***,
  Thank you for contacting Digital Dream Labs. I apologize for the fact that this ticket was not responded to in a timely manner through our support desk. I have refunded Order #***** back to your PayPal account via a Send Money request (since it is beyond the 180-day transaction reversal period). Your order has been canceled; we hope to earn your business once this product is ready and on the shelf. Let us know if you need anything in the meantime.
  
  Robbie

  Customer Answer

  Date: 07/19/2022

  
  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:07/14/2022

  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 have contacted Digital Dream Labs for a refund. One general email explaining my ticket was received and would be processed. This was on July 7. I recontacted with the same information and no response. I purchased two of their products on April 23, 2021. It has been a year of false advertising tactics of production and delays to keep innocent clients with hopes. They take your money and do not intend to send the product. The order numbers I would like a refund for are #***** and #*****. I call my Discover card issuer and reported your fraud as well and now I am making this complaint. I attempted to call ###-###-#### before making the complaints and was lead to voicemails.

  Business Response

  Date: 07/18/2022

  Hi *******,
  Thank you for writing in to Digital Dream Labs. Per your request, I have refunded both of your orders. There have been an extraordinary amount of challenges with manufacturing this product, though we are very close to the finish line at this point. It is absolutely our intent to deliver the products that were paid for, but there has been headwind. I maintain details of the current status here:
  https://support.digitaldreamlabs.com/article/516-state-of-manufacturing-vector-2-0
  
  Your funds will be available within your account in 5-7 business days or less, depending upon the speed of your financial institution. We hope to earn your business once these products are on the shelf. In the meantime, let us know if you need anything by writing to [email protected].
  
  Thank you!
  Robbie

  Customer Answer

  Date: 07/23/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. I have verified credits on my Discover card.

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