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:06/13/2022

  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.

  06/13/2022 I preorder a Cozmo toy robot on 05/25/2022. The order number is 81315. The charge was for $310.13. I have requested this order to be cancelled 4 times now. I keep receiving emails back from the company stating are you sure you want to cancel and everytime I have replied "Yes i want to cancel my order." I still havent received my money back and its very frustrating. I have tried to attempt to reach customer service through the phone number but you can not reach an actual human being to talk to someone on the phone apparently. I would never due business with this company ever again.

  Business Response

  Date: 06/27/2022

  Hi ****,
  Thank you for reaching out to Digital Dream Labs. Per your request, I was able to cancel Order 81315 and the funds will be returned in 5-7 business days, depending on your financial institution. Thank you for your support and I apologize for the delays in shipping; we hope to earn your business once these products are ready for immediate shipment.

  Robbie B.

• Initial Complaint

  Date:06/13/2022

  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 placed the order online on November 26th 2021, I received an email in December stating that they will be shipped early 2022. Since then I have received no other information. I have emailed them three times requesting a refund. I received a reply saying that they will refund me only to find out that the refund had been cancelled by them through paypal. I once again emailed them and they replied asking again if I was sure I wanted a refund. I said yes and never heard back again. I then emailed again requesting a refund and have not heard back from them,

  Business Response

  Date: 06/27/2022

  Hi ******,
  Thank you for reaching out to Digital Dream Labs. I did note your dispute through PayPal; in this case, PayPal closed the dispute because you had no postal address on file. Our team cannot control this; it is a requirement of PayPal. If you re-open the dispute and have a postal address attached to your account then we can accept the dispute and provide your refund that way.

  Thank you!

  -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.
  
  Paypal won’t let me request a refund because it has been too long. Is there another way to go about getting a refund. I have tried contacting about a refund several times and I get no reply. 
  
  Regards,
  
  ****** *********

  Business Response

  Date: 07/15/2022

  Hi ******,
  Thanks for writing in to Digital Dream Labs - I apologize for the delay in processing your refund. There was an issue with PayPal that left us unable to process this prior; however that is fixed and I have sent funds to you via PayPal. The funds should be available immediately. I have responded to your open support ticket via email with a screenshot showing the funds being sent.
  
  Please let us know if you need anything else. 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:06/10/2022

  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 pre-ordered a Cozmo Robot for my son on June 7the 2021. I have not received the robot and on May 28, 2022 I sent an email requesting a cancellation of my order and a refund. I received an email back from the company on May 28th saying they had received my email. Then on June 1st I receive another email from the company asking me if I was sure I wanted to cancel my order. I responded by saying yes I wanted to cancel my order and receive a refund. I never heard back from the company and I have sent multiple emails and tried to call the number listed on the internet and I never get a response. I am not sure what to do at this point.

  Business Response

  Date: 06/27/2022

  Hi ******** & ****,
  Thank you for writing in to Digital Dream Labs. There is an issue with the original method of payment for your order; I have replied to your support ticket regarding this matter to offer a path to resolution.
  

  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. 

  I do not accept that this issue has been resolved. Paypal confirms that funds were transferred to Digital Dream Labs for my purchase but due to the original transaction being more than 180 days ago Paypal is telling me that Digital Dream Labs must create a new transaction to issue the refund. I am attaching a copy of the email that I received today from Digital Dream Labs and a screen shot of the chat that I had today with Paypal saying that a new transaction must be created by Digital Dream Labs to initiate my refund.
  
  Regards,
  
  ******** ********

  Business Response

  Date: 07/15/2022

  Hi ****,
  Thanks for reaching out to Digital Dream Labs- I have returned $234.99 to your PayPal wallet; I want to thank you for your patience, as we were working through some issues with PayPal so that we could process your refund for Order 51098. This is taken care of and your funds have been confirmed as returned immediately.
  
  We look forward to earning your business once these robots are ready to ship; let us know if you need anything in the meantime.

  Customer Answer

  Date: 07/15/2022

  
  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:06/10/2022

  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 preorder the COZMO 2.0 from Digital Dream Labs May 5 2021, order #***** for $219.99. After repeated delays on production and shipping of the product and with not clear timeline moving forward, I have requested a refund from the company. I have emailed them 5 times requesting a refund with either a evasive response or no response pertaining to my request for a refund. At this point I just want to cancel my order and get a refund.

  Business Response

  Date: 06/20/2022

  Hi ******,
  Thank you for reaching out to Digital Dream Labs. I apologize for the delay in reply; your order (#*****) is now canceled and has been refunded in full. Please expect the funds to arrive within 5-7 business days, depending on your financial institution. Please let us know if you need anything else, and we hope to earn your business when Cozmo 2.0 is on shelves and ready to ship.
  
  Robbie B.

  Customer Answer

  Date: 06/21/2022

  
  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:06/09/2022

  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 an item February 9, 2022 with them for my sons birthday in March. They claimed the item would be shipped out “early” 2022. I contacted them for the first time May 18, 2022. I received a response the same day. I asked to cancel my order as it was longer than anticipated and I no longer needed or wanted the item. They responded telling me they’d be sending out another batch of the item soon and asked me to confirm I wanted to cancel by verifying I wanted to continue with canceling and being issued a refund. So I responded back saying I’d like to continue with cancellation and would like a refund. I have not heard anything from them since - even after the 6-10 emails I’ve sent in the meantime. My order says “shipped” and has no tracking information or anything. You cannot contact them via phone because if you select the reason you are calling is because one of their products they hang up. The only way to contact them is through email. It doesn’t work. They will not respond. This item was $300 and I just want my money back. This has been hell trying to get anyone to get back to me. I will never order again with them, nor will I recommend them to anyone I know.

  Business Response

  Date: 06/10/2022

  Hi *******,
  Thank you for contacting Digital Dream Labs. I apologize for the delays with response to your ticket; I have refunded your order per your request and your funds should arrive within 5-7 business days through the payment processor and your financial institution. Please let us know if you need anything else.
  
  Robbie

• Initial Complaint

  Date:06/09/2022

  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.

  In November 2020 I put in a pre-order for a Magic Butter Robot. After over a year of failing to reach production milestones and finding some alarming posts about them on Reddit, I decided to pull out on April 1st of this year and cancelled my order. It was cancelled but NOT refunded to Paypal and I have been getting the runaround from customer support with nothing but excuses until they ceased all contact on April 29th. I have tried multiple times since to reach out through email and social media. It's very frustrating to say the least and I just want my refund and to move on from this.

  Business Response

  Date: 06/27/2022

  Hi *****,
  Thank you for writing to Digital Dream Labs. There is an issue with the payment method initially used to submit your order; I have replied to your support ticket offering a path toward resolution for you.
  
  -Robbie B.

  Customer Answer

  Date: 07/06/2022

  
  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:06/07/2022

  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.

  Don’t trust this company. I’ve been emailing Support for a month about needing to cancel my order because it’s been several months since I paid and they’re unable to give me even an estimated date that I will receive my robot. I had several emails back-and-forth where support gave me many reasons why I should not cancel my order. As soon as I confirmed that I wanted to cancel my order the email responses stopped. I’ve emailed three times in the last three weeks and have received no replies. I even messaged admins from the Facebook group and commented on posts in the group trying to get help and still have not received any responses.

  Business Response

  Date: 06/13/2022

  Hi *********,
  Thank you for reaching out to Digital Dream Labs. On June 7th at 11:36, I cancelled Order 79805 for your Vector 2.0. I apologize for the delayed reply to your ticket. The funds should be returned within 5-7 business days of June 7th, if they were not already returned. Please let us know if you need anything else.
  
  -Robbie

• Initial Complaint

  Date:06/07/2022

  Type:Product 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.

  Hi there, I am trying to file a complaint against Digital Dream Labs regarding my Vector 2.0
  Robot pre-order that has not been fulfilled. I have requested a refund 3 times, and I'll post my
  complaint below: -------- I have sent multiple emails stating very clearly that I would like a refund
  ($350.33 usd/$491.48 Australian dollar) due to my order not being fulfilled. I placed my
  pre-order December 11, 2020 with the intention of having my Vector 2.0 robot roll out around
  May-June 2021. It is now June 5, 2022 and my pre-order ****** * ****** is not filled. I have
  asked for updates over the months, only to be given a half-arsed, ************* excuse, or
  another reason for their delay. My partner and I waited patiently for updates regarding delivery,
  however the robot is nowhere near ready to be shipped. I emailed the company for a refund
  April 24 2022, received an email from 'Muhammed' asking if I was sure I wanted a refund on
  April 25. I responded April 26 stating I was sure I wanted my refund. I followed up May 4th and
  June 5th stating again, I would like my refund, with no response from Muhammed or the Digital
  Dream Lab company. I could not have made my refund request more clear, so why have I not
  heard back from anyone since April 25? Please, Digital Dream Labs, refund my account. My
  ***** * ** *******

  Business Response

  Date: 06/27/2022

  ** *******
  Thank you for reaching out to Digital Dream Labs. I have replied from our support desk with a path to resolution given an issue with your initial order payment method; we apologize for the delay in response but hope to earn your business once these robots are on store shelves.
  
  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 emailed Robbie back in his email he sent to me. I will continue to communicate with Robbie to come to a resolution.  
  
  Regards,
  
  ****** *****

  Customer Answer

  Date: 05/01/2023

  Purchased this item: Vector 2.0 - Vector 2.0 with 2 Year Extended Warranty
  (+$17) on December 11, 2020. The product was meant to be shipped June
  2021. Covid happened, delays were made. Promises were made that robots
  will be shipped accordingly to pre-orders placed, more delays continued.
  
  
  Contacted Digital Dream Labs Support Team in April 2022 in regards to a
  refund. Back and forth emails, with "Muhammed" trying convince me to
  continue with my purchase. April 26, 2022 I was firm with my refund.
  Emailed MULTIPLE times from April 2022 to current day (April 2023) asking
  for the status for this refund that was promised!!
  
  
  I put in a BBB complaint on June 7, 2022. Had good communication with
  BBB, and "Robbie" from Digital Dream Labs messaged back saying he will
  process the refund. (See ChainEmails attachments) Was contacted by
  "Robbie" on June 28, 2022 telling me to refund through PayPal as he could
  expedite the refund request, but could not actually do through PayPal as it
  has been past the 180 days.
  
  
  Was promised on December 15, 2022 for a refund by "Muhammed".
  January 19, 2023 Muhammed forwarded my refund request to the finance
  team. No contact from this company since Jan 19, 2023, despite my
  multiple emails back asking for the status of the refund.
  
  
  March 4, 2023 I received an eMail asking me to confirm my Address, phone
  number, and order number to receive my robot. In this email there is a
  button "Cancel Order & Process Refund" which I did immediately. I still
  HAVE NOT RECIEVED MY REFUND!! I don't understand how many times I
  need to email their support team, or lodge the "Cancel Order and Process
  Refund" button!
  
  
  Please help me, I am desperate! I am owed $491.48 AUD = $350.33 USD
  (as per exchange rates in December 2022) by this poor excuse of a
  company and there are so many people in the same position as me.
  
  
  Upon checking emails, they are still sending emails encouraging people to
  get this robot as there are limited quantities available... I don't want the
  robot, I want my money back! They scammed me!
  
  
  Upon checking my email on 28/4/2023, I recieved yet another request
  from Digital Dream Labs to provide my order number, current address and
  phone number so that the Vector robot can be shipped. I DO NOT WANT
  THIS ROBOT. I want my money back. I have responded to today's email
  with screenshots stating I was to be refunded.
  
  
  I will attach my screenshots now. Please help me get my money back.
  This company has scammed me, and countless others. There are many
  Facebook pages and groups for people wanting their money back. This
  company refuses to send us our money back. If you need anymore
  information or clarification on anything, please don't hesitate to email me
  back. Thank you.

• Initial Complaint

  Date:06/06/2022

  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.

  We placed an online order through the Digital Dream Labs on November 27, 2021. All we have received, to date, was an email confirming our purchase. We were given Order #*****. We have made several attempts to cancel our order as we have not received the product nor have we’ve been given an order update. Our attempts have been in vain and we keep getting ignored. This is concerning because we are not able to get our money back.

  Business Response

  Date: 06/13/2022

  Hi ********,
  Thanks for reaching out to Digital Dream Labs. 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.

  Customer Answer

  Date: 06/14/2022

  
  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:06/06/2022

  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.

  Placed a preorder November 26, 2021 for the Cozmo robot for my youngest son for Christmas. We were told the robots would ship at the starting of 2022. It’s now June. After the company sent out an email stating if people wanted refunds, just email them and they’d happily.. we decided we no long wanted the robot. The first time I emailed we got a response asking if we truly wanted a refund and what they count do to change our minds or help. I responded back there was no particular reason, we just didn’t want the robot anymore. We have a Vector and past Cozmo and the kids are happy with that and barley use them now. We paid 305.96 for 3 different items that we have NEVER received... I have emailed this company 6/7 times over the past 2/3 months politely asking for a refund, only to be ignored. They have no phone number to call. They dont accept messages on Facebook. You have exactly 1 way to contact them and that’s a miss 9/10 times. This is an awful company, we went from loving Digital Dream Labs, having all of their products, and excited for more. To hating them. Absolutely never again.

  Business Response

  Date: 06/20/2022

  Hi ******,
  Thank you for reaching out to Digital Dream Labs. I apologize for the delay in response; I have canceled your Cozmo 2.0 order and refunded the payment for the Cozmo 2.0 and the shipping for the unit per your request. You can expect the funds to be returned within 5-7 business days, depending upon your financial institution. We look forward to earning your business once these units are ready on store shelves; let us know if you need anything else.

  Customer Answer

  Date: 06/21/2022

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