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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

  • 387 total complaints in the last 3 years.
  • 94 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:07/05/2024

    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 preordered a Cozmo 2.0 from Digital Dream Labs (DDL) New Years Eve 2020. My mom and I split the bill, we were going to give it as a gift for my son who was 4 at the time. He loves robots. At first DDL was open with the whole process. They would broadcast State of Robotics broadcast via ZOOM and on YouTube a day later. They showed where they were at in the manufacturing process and plans they have for robots, upgrades, programs, service plans, etc. In about 2022 the amount of State Of Robotics broadcast started to diminish to the point they only did one in 2023. On that broadcast they were supposedly selling Vector and were planning to have Cozmo built and ready to ship to those who preordered in the new year. After seeing that, I checked my order by going to their site and looking at my account and found my status was paid and the shipping was fulfilled. I was shocked because how could they ship something they don't have ready yet. I have been trying to contact them for about a year and keep getting an automated email. It said that I contacted them during off hours and they are busy but will get to my email in the order it was received. I have yet to hear from them. I tried a phone number and its to a random guy. I'm just heartbroken because it was to be a birthday gift for my son and he is still asking about it. Also, my mother will never get to see him open it due to her passing over a year ago. I just want to share in hope that, if not us, someone gets back what is owed.

    Business Response

    Date: 07/12/2024

    Hello *******,

    We would like to apologize for the unnecessary inconvenience this has brought and would like to assist you with a refund.
    There has been an issue with Shopify orders stating fulfilled when they are in fact not, however this is an error and the order has not been produced.
    We've since contacted you via email to confirm the card we would be sending the refund to is correct.

    We thank you for your patience during this time and deeply apologize for the inconvenience.

    Looking forward to help,

    The team at DDL

    Customer Answer

    Date: 07/15/2024


    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:07/05/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 'Butter Robot' in November 2020, and Digital Dream Labs have failed to deliver the product. I have requested a refund many times (case references are ******, ******, ******, ******, ******) but Digital Dream Labs have stopped responding and won't give me my money back.

  • Initial Complaint

    Date:06/28/2024

    Type:Service or Repair 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.
    January 24, 2021 we pre-ordered cozmo 2.0 directly from their site. We have several messages communicating that they have been working on production, promised to deliver product time and time again. But never received anything. We have not stopped sending emails asking for a status, but now they're just not even replying to us. They have stolen our money and we expect either the product or our money back. We no longer have the original payment and have moved, so we will require a check.

    Business Response

    Date: 01/15/2025

    offered a cozmo and waiting to hear back

  • Initial Complaint

    Date:06/07/2024

    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 pre-order for the butter robot from digital dream labs about 5 years ago, and they never delivered the product to me. This is fraud.

    Business Response

    Date: 01/15/2025

    refunded on 12/24/2024

  • Initial Complaint

    Date:06/07/2024

    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.
    In May 2021, I placed a pre-order for a Cozmo 2.0 robot from Digital Dreams Labs (DDL) for the sum of $244.99 which I paid via Paypal (Order Number: 48714).Over the last 3 years, I have emailed DDL several times to find out the situation and estimated despatch date for the item. The last email I had from them, which wasn't an automated response, was 6th July 2023 when they said it would be shipped in 90 days. Shipping never occurred. I have emailed several times since asking for a refund but Digital Dream Labs does not respond at all.I am now in a situation, like a lot of other people, whereby I have paid a lot of money for an item which I truly believe will never be delivered. I cannot pursue the refund via Paypal due to their policy of being able to raise a case up to 180 days from the date of the transaction.

    Business Response

    Date: 01/15/2025

    refunded today 01/14/201, will take a few days

    Customer Answer

    Date: 01/15/2025


    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 have received the refund via BILL who have issued the refund into my bank account. I am happy the issue has finally been resolved.

    Thank you so much for helping me with this issue and resolving it for me.

    Regards,

    **** ******

  • Initial Complaint

    Date:06/02/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Pre-ordered the Butter Robot in 2020. Had emailed previously about a status update, and was able to get a reply, and at the time, it wasn't an issue as it seemed to be something that was still on the way. Had a change in my situation, and since no new updates had still come about for it, felt it was best to request a refund. I both replied to the original email and attempted to contact them with a fresh inquiry through their website, and never heard anything from them. At this point, it feels like things have fallen apart for the future of the Butter Robot due to lack of updates in nearly 2 years, and those funds would be better served for me for medical expenses at this point than for a product that looks highly unlikely to ever finally be produced to fulfill my original pre-order back in 2020.

  • Initial Complaint

    Date:05/31/2024

    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.
    Hello and thank you in advance for the time and effort spent to investigate and resolve this complaint.I received an email from Digital Dream Labs on 1/29/24 stating the following Vector 2.0 AI Robot Companion is available now! Get it now before it goes out of stock again!I placed an order on the same date, 1/29/24 and received an order confirmation email immediately. The transaction amount was $399.99 for the Vector 2.0 AI Robot. As of today, 5/31/24 I have not received any updates on the order, the item was never shipped and there have been no responses to my emails. Also, Digital Dream Labs does not have a telephone number and no way for customers to contact a live person. The business committed to selling me a product and I paid for the product but never received the product. The nature of my dispute is that I was frauded out of $399.99 and would like a refund of my money. The business has not tried to resolve the problem and has not responded to my emails. My order number is #***** dated 1/29/24 for $399.99. Please let me know if you need any additional information. Thanks

    Business Response

    Date: 08/14/2024

    Customer had received communication regarding their refund in June of 2024
    Below are screenshots of the communication and confirmation of the refund on our Shopify order page.

  • Initial Complaint

    Date:05/30/2024

    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.
    Transaction Feb 19 2021. Tried to get refund on the Cozmo product that has not shipped since Aug 2023.Product does not seem like it will ever ship.

    Business Response

    Date: 01/15/2025

    offered him a vector and waiting for feedback

    Customer Answer

    Date: 01/17/2025

    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 have responded to their e-mails all along within a hour of their communication. In Nov of 2024 they offered to refund me and are now trying to offer a different product. I have informed them i would like to proceed with the refund as originally communicated. 

    Regards,

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

    Business Response

    Date: 01/17/2025

    refund issued via ********

    Customer Answer

    Date: 01/21/2025


    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:05/26/2024

    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 order 2 Cozmo robots from this company June 2022 for my sons. My order number is *****. They have emailed that production is delayed and say it will be out in 90 days. That was November 2022, July 2023. We are well past 90 days. Its been 2 years. I have requested a refund several times and just keep being told that it will out soon.but nothing. I spent

    Business Response

    Date: 01/15/2025

    offered him 2 vectors instead and waiting for response

    Customer Answer

    Date: 01/15/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and they already issued me a refund several months ago

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

  • Initial Complaint

    Date:05/23/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 pre-order with Digital Dream Labs on 18 November 2020 for a robot in the amount of $147.00 . The company provided regular development and expected shipping details until some time in 2022. My last correspondence with Digital Dreams Labs was on 26 April 2023 when I was told to "Please stay tuned for more updates on Butter Robot. Thank you all for your patience.". I again attempted to reach out on 27 November 2023 and have since then not received any further corespondence from Digital Dream Labs.

Digital Dream Labs is NOT a BBB Accredited Business.

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