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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:06/06/2022

    Type:Product 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 originally bought a Cozmo 2.0 robot from digital dream labs on May 13th hoping it could be delivered by May 22nd. I paid extra for shipping hoping to expedite. I found out that it was on backorder and asked if I could have a refund (on May 23rd) and they said yes. Since then I have asked for an update on my refund (May 24th) and requested a second time on June 3rd. I haven't heard back from any emails after I requested a refund. Order #: 81100 I have attached the email train and purchase confirmation. Thank you.

    Business Response

    Date: 06/10/2022

    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: 06/28/2022


    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. 

    Hi,


    I just received an email that mentioned I didn't respond to my complaint being closed.  I wanted to apologize and say that I was definitely satisfied with the help you provided me.
    I just think the communication process was a bit confusing for me and I didn't realize I missed that part.  So, thank you very much for your help and I hope this closes that report.

    Regards,

    ****

  • Initial Complaint

    Date:06/05/2022

    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.
    I preordered two Robots on 03-15-2021 Order # ***** and order # *****. The charges were 299.99 for Vector 2.0 and 246.49 for Cozmo 2.0 and 27.00 for extended warranty. I have requested these orders and warranty to be cancelled and refunded to my original payment method more than 5 times and keep receiving emails back from the company stating are you sure you want to cancel. They are gas lighting my refund on both orders and the warranty. I have screenshots of the emails also attached with my most recent attempt.

    Business Response

    Date: 06/27/2022

    Hello *****,
    Thank you for reaching out to Digital Dream Labs. For Order *****, I have fully refunded your order. The other order (#*****), I have sent a message from our customer service desk with a path toward resolution given an issue with the payment method you used initially for that order. 

    Thank you for your patience; let us know if you need anything else over at *******@****************.com.

    Robbie B.

Digital Dream Labs is NOT a BBB Accredited Business.

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