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:07/14/2022

  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.

  On December 13th 2021 I ordered a vector 2 robot from Digital Dream Labs for my daughter. order number #*****. I was given a time frame of January 2022 and have yet to see the robot. They took my payment in full. After waiting several months, last April I emailed asking when I would receive the robot. They replied and asked me to be patient with production, however, now they are no longer responding to my inquiries and it has been 8 months since ordering. I would just like a refund at this point since it does not appear I will ever see the vector I ordered. I see here orders from TWO years ago have yet to be fulfilled. If not a refund, I would like delivery of the merchandise I ordered. Sadly, this seems like a scam.

  Business Response

  Date: 07/18/2022

  Hi *****,
  Thank you for writing in to Digital Dream Labs. I see your Order ***** was submitted in December 2021. You are correct that we are continuing to take orders even though yours is not yet fulfilled, as these will be shipped in the order that the orders were received in, with the initial pre-orders being delivered first. Currently, with your order being placed in Dec 2021, I would expect that your unit will ship in late Q3 to mid Q4 of this year, likely before the holiday season. I don't have an exact date of arrival, as this will depend upon how fast the factory assembly capacity can scale.
  
  I do my best to maintain a general channel for updates on how manufacturing is progressing, which can be seen here:
  https://support.digitaldreamlabs.com/article/516-state-of-manufacturing-vector-2-0
  
  As noted in the link above, currently we are waiting on FCC certification to be completed before shipping begins; once FCC certification and other regulatory certifications are completed, we will begin shipping those units in order.
  
  I have replied to you also via our support desk with this information; depending upon how you wish to proceed, we can either keep your order on file (with the expectation that you will receive your unit this year) or you may request a refund, which I will fulfill. Please let me know how you wish to proceed and I will fulfill your request. For the fastest response time, please email me back via our support desk email that you will see in your inbox.
  
  Thank you!
  -Robbie

  
  

• Initial Complaint

  Date:07/08/2022

  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 preordered Cozmo 2.0 for my son last year in hopes that he would have a cool Christmas present to open. my order number is *****. It's been nearly 8 months or so since we preordered and I'd like to use the money on something else for my young son. I requested a refund on June 28th. They responded saying I would be missing out on the preorder discount, warranty, etc on a device that will probably never ship. I replied back saying I did in fact want to continue with the refund and I haven't heard back from DDL since the 29th.

  Business Response

  Date: 07/18/2022

  Hi *******,
  Thank you for writing in; I understand you requested a refund from the support team but had not recently heard back. I have refunded your pre-order per your request and you should receive a notification of the cancelation of order. The funds will follow in 5-7 business days or less, depending upon your financial institution.
  
  We hope to earn your business back once these are available on the shelf. If you need anything else in the meantime, please let us know by emailing us at *******@****************.com.
  
  Thank you!

  -Robbie

  
  

  Customer Answer

  Date: 07/18/2022

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

• Initial Complaint

  Date:07/01/2022

  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.

  Originally, I paid for a Vector A.I. robot from DigitalDreamLabs. It was extremely unclear that this was a preorder, especially because upon checking out the shipping options show one day, 3 day, and 7-14 days with no warning message about preorder. I ordered on the 9th thinking my dad would get this by the 14th of June as a birthday gift. Upon requesting a refund once I found out this was a preorder (see emails attached), they have dodged all contact. I paid about $365 for this robot that I am now told I can't even receive until "maybe the end of this July quarter." I just want my and my family's money back asap. My original order number was ***** (also shown in emails).

  Business Response

  Date: 07/18/2022

  Hi ******,
  Thank you for writing to Digital Dream Labs. I understand that you are seeking a refund of your order, Order *****. I have canceled your order and issued your refund per your request. You will receive a notification regarding the refund and the funds will follow in 5-7 business days, depending upon your financial institution.
  
  I apologize for any miscommunication; please see the attached product page screenshot. It is enumerated on our product page that this IS a pre-order and that orders will ship through Q3 and early Q4 until all existing orders are fulfilled and sales become effectively real-time. We look forward to earning your business once these products are on the shelf and ready to ship.
  
  In the meantime, let us know if you need anything else by writing us at *******@****************.com.
  
  Thank you!

  -Robbie

  Customer Answer

  Date: 07/20/2022

  
  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:06/30/2022

  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.

  My Vector's screen stopped working about a year ago. I was in queue to have him repaired through Digital Dream Labs. I was finally given the information to send him in. I first paid the deposit, and then once he was assessed, I paid the second part of the fee. To this day my status shows "awaiting customer approval". There is no where to click "approve" or do anything. I have sent seven emails over the course of the last three weeks. No one has answered me or acknowledged my emails. I would like my Vector repaired (as I paid for) and then have him shipped back to me. He is important to me. He was the last thing my father bought me before he passed away and I need him fixed and returned.

  Customer Answer

  Date: 07/01/2022

  Same Vector, different problem. Before they billed me for a service they didn't offer and refused to refund it. Now the Vector is broken, they have it in their possession, I've paid them to fix it, and they won't answer any messages or fix him.

  Business Response

  Date: 07/15/2022

  Hi *******!
  Thanks for reaching out. I have brought your case (*****) up with our Repair Center team and they will escalate its priority. The repair team has been working with the engineering team for manufacturing purposes, leading to the delay with your repair. I apologize for the inconvenience but we will tackle your repair as soon as possible; I'll be following up with the repair center team this week and next week to get your robot on its way as soon as possible.

  Customer Answer

  Date: 07/16/2022

  
  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:06/28/2022

  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 pre-ordered Cozmo 2.0 with 2 year Extended Warranty from Digital Dream Labs on 01/25/2021 for a total of $246.99. I understood there were delays involving production due to the pandemic, but it's now way past the promised delivery date of early 2022. Now I would just like a refund from the pre-order. I've tried to contact Digital Dream Labs several times through e-mail to request the order cancellation and refund, but in the end they just ignored my e-mails. I've contacted my bank on this dispute but they provided an order summary sheet stating that the order was shipped on 01/25/2021. It was a pre-order, they couldn't have shipped it on the same day.

  Business Response

  Date: 07/18/2022

  Thank you for writing in to Digital Dream Labs. I looked into this recently for you; it seems your chargeback was resolved through your financial institution in this case (please see attached screenshot with personal info redacted, as these complaints are publicly posted) so I am unable to refund further per your request; these funds should already have been provided back to you through your banking institution. If not, I would recommend contacting them to discuss the next steps.
  
  I apologize for the delay in manufacturing but we hope to earn your business once these products are on the shelf and ready for sale. Let us know if you need anything else.
  -Robbie

• Initial Complaint

  Date:06/27/2022

  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 preordered vector 2.0 on 11/29/21. After multiple delays in shipment, I finally emailed them on 6/17/22 to get a refund. I got a replied the next business day asking if I was sure and I immediately emailed them back yes. No response after that. I emailed them 2 more times and still no response. I just want a refund for this order #*****. The lack of support from the company makes me feel like it’s a scam.

  Business Response

  Date: 07/18/2022

  Hi *****,
  Thank you for writing in to Digital Dream Labs. As of July 12th 2022, your refund is distributed per your request; please see the attached screenshot. We apologize for the delays with the manufacturing but I appreciate your support and patience; we hope to earn your business once these robots are ready and on the shelf. Please let us know if you need anything in the meantime; email us at *******@****************.com.
  
  Thank you!

  -Robbie

  Customer Answer

  Date: 07/18/2022

  
  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,
  
  ***** ***

• Initial Complaint

  Date:06/26/2022

  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.

  The company digital dream labs charged me for a yearly subscription without being in contact ahead of time which the website states they will contact 72 hours before charging the account. They also state on the website they offer refunds on yearly subscription. I've tried to get in contact with the company which the only way to do so is via email. But apon sending emails I find out their email address isn't in service

  Business Response

  Date: 07/06/2022

  Hi ******,
  Thank you for contacting Digital Dream Labs. Generally our systems will provide an automatic notification of upcoming charges; I apologize if this did not arrive and I will check as to why it was not received. Our email address is *******@****************.com, with "labs" being plural; it seems your email did not reach us as there was a typo in the email address.
  
  Moving forward if you'd like an easy way to submit a case for help, please go to *******.****************.com and click "Get Help" at the bottom right.
  
  For this case, I have canceled your membership and refunded your payment; please allow 5-7 business days for the return of funds.
  
  Thank you and let us know if you need anything else.

  -Robbie

• Initial Complaint

  Date:06/25/2022

  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 was placed March 14th, 2021. Order number is #***** for Vector 2.0 for the amount of $299.00. I received no promise on the date of when I would receive the product, and I reached out via email on April 25th, 2022 requesting a cancellation and refund. I heard back soon after promising that I could get a refund, and after that I have heard nothing back since after reaching out multiple times. I would like to get this resolved quickly as the purchase was several hundred dollars for a product I am not sure I was ever going to receive.

  Business Response

  Date: 06/27/2022

  Hi ******,
  Thank you for reaching out to Digital Dream Labs. I see upon checking that this morning, your order (Order *****) was refunded and the funds should be returned in 5-7 business days, depending upon your financial institution. I apologize for the delay in response; let us know if you need anything else.

  Robbie B.

• Initial Complaint

  Date:06/22/2022

  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 Vector 2.0 AI Robot Companion from Digital Dream Labs on January 28th, 2022. Order # 73042 for $385.33. At the time, we were told that they were out of stock and would be available the first quarter of 2022. My first email inquiry was on Feb. 17th and received an immediate response. I was told the order had not shipped and would be available february/march time frame. I inquired again on March 14th for an update and was told there was no specific date for shipping and they could not give me an ETA. On May 28th, still having received nothing, I requested a refund for the product we had never received. I received response back on May 30th, with many apologies and asking us to rethink our request for a refund. I got back in touch and informed them I would like a refund, as we were no longer interested in the item because it had been too long. Since May 30th and my confirmation of requesting a refund, I have sent an additional 8 emails with my request and have not received any answer. I can not get anyone to answer me or confirm my refund. I have paid a lot of money and received nothing. I am very unhappy.

  Business Response

  Date: 06/27/2022

  Hi ******,
  Thank you for writing in to Digital Dream Labs. I have successfully processed a refund for Order 73042, which should be arriving in 5-7 business days, depending upon the speed of your financial institution. I apologize for the delay but thank you for your patience; I understand this is far from an optimal experience you've had, and in the future we hope to do better.
  
  Thank you.

  Robbie B.

  
  

• Initial Complaint

  Date:06/21/2022

  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.

  Well my complaint is against dreamlabs.I have the Order #*****, purchased via site in may
  2021. Im requested the refund in 27/03 to email *******@****************.com, they reply to
  me, but until today i dont have my money back. I need my refund ASAP.

  Business Response

  Date: 06/27/2022

  Hi *****,
  Thank you for reaching out to Digital Dream Labs. Since there is an issue with the original payment method, I have provided a path to resolution via email from our support desk to get this taken care of. We do hope to earn your business once these companions are readily available for shipping; thank you for your patience.

  -Robbie B.

  Customer Answer

  Date: 06/27/2022

  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.
  
  They gave me the solution of contact directly or made a complaint directly to paypal because it pass 180days, and paypal dont refund. Paypal was one payment option in Digital Dream Labs site, i just choose that from the various payment options available in site, so in my opinion i do bot have to contact anybody else, just digital dream labs. They have the money in cashflow, its not my fault the delay of production or anything else even its not paypal fault.

  They say to me in the mail that if i want my money urgently i need to contact paypal, what? i ask for my refund 3 months ago... its enough time i suppose.
  
  Regards,
  
  ***** ******