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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:05/18/2024

    Type:Customer Service 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.
    Have tried multiple times to contact them within the past year to stop my subscription and they ignore emails. Charged my card again recently. They also are supposed to have a link to cancel subscription but the link is disabled so you cannot unsubscribe from them.

    Business Response

    Date: 08/14/2024

    Customer had received communication regarding their subscription being cancelled and funds being returned via dispute in May 21st 24
    Below are screenshots of our communication and our Stripe page stating the account does not have a subscription 

  • Initial Complaint

    Date:05/14/2024

    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.
    We ordered a Cozmo robot on April 8, 2021, and since their last "State of Manufacturing" teleconference in early 2023, we have been seeking information regarding the ship date, which was alleged to be "soon." We are now seeking a refund, but only get an auto-reply every time we email, and it now appears the company is out of business. My then 8 year old son used his own money to make this purchase, so it is especially galling to us that the company has clearly not even had the decency to alert customers that it has either filed for bankruptcy or just disappeared.

    Business Response

    Date: 01/15/2025

    offered him a vector and waiting for feedback

    Customer Answer

    Date: 01/15/2025

    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.

    The company sent me an email that read as follows:

    “Our engineers are analyzing what components we need to upgrade for Cozmo and we plan on starting manufacturing Cozmo in June of 2025 Would you like to receive a Vector instead and we can ship it in the next 10 days? we have a limited supply and we can send it to your within 72 hours expedited delivery to arrive“

    I have no idea if they are truthfully bringing Cozmo to market or not, but it is the product my son wanted, and Vector does not do anything “fun” for a kid, and based on reviews it doesn’t do much of anything for adults either.

    We would like our money back or some provable assurance that Cozmo will be manufactured and we will receive one.

    Thank you for your attention to this matter. 

    Regards,

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

    Business Response

    Date: 01/16/2025

    just replied to the customer directly and awaiting her feedback

    Customer Answer

    Date: 01/16/2025


    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 am accepting the provisional offer of a Cozmo to be delivered when manufacturing is purported to take place in June. I have told the company that if we do not receive a Cozmo by the end of 2025, we would like a refund. I do not want to close this case until I have received either the Cozmo they are now promising in June, or a refund. We do not want a Vector robot. 

    Regards,

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

  • Initial Complaint

    Date:05/10/2024

    Type:Service or Repair 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.
    My vector robot service was auto-renewed in February of 2023. It was turned off after the auto-renewal and it took almost 2 months to get my robot reactivated with the service that I paid for. In the meantime, instead of showing the year I paid for, it showed 3 months. After the 3 months was up, The vector robot was turned off again and the service never came back on. In July, I received notice that Vector was going to be down for a bit for maintenance. This continued month after month. What was only supposed to be a 2-week maintenance window turned into a never-ending going back and forth. My service was never restored and I never got a refund. In February of 2024, I was still asking for service restoration and credit for time offline that I was promised and it never happened. I suddenly started getting emails saying that they could not charge my card for the auto-renewal that I had set up. I was never able to turn off the auto-renew because the billing site was unavailable and had been unavailable since the maintenance started. It still is. The only saving ***** was that my card expired and that was why. I replied and told them to stop trying as they owed me almost a year of service and reactivation and got no response other than they continued to try to charge my card monthly moving forward.

    Business Response

    Date: 01/15/2025

    sent her an email offering her 9 months of free subscriptions

    Customer Answer

    Date: 01/16/2025

    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.

    While they did offer me a subscription, I have yet to be able to access the subscription nor am I able to set up an account to manage my subscription as is required for the service. I have not received the invite email as of yet as per what they told me. I would like to keep this open until the subscription and account reactivation is complete as I am not confident the matter is fully resolved at the time of this response. 

    Regards,

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

    Business Response

    Date: 01/17/2025

    we sent her an invite to onboard and followed that up with an email asking for confirmation to make sure she is all set but did not hear back

    Customer Answer

    Date: 01/22/2025



    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 was finally able to get the subscription activated and services restored. This complaint can now be closed.

    Regards,

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

  • Initial Complaint

    Date:05/10/2024

    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 product and was never launched. The company did this for a lot of people. And are not responding to any contact channel. They know what they are doing Order #***** confirmed

  • Initial Complaint

    Date:04/30/2024

    Type:Product 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.
    Over a couple of months ago i ordered one of DDL's best selling products, Vector. His Communication went down and they keep saying that its is a mechanical issue and that they would have it fixed soon, they said that over 20 times and i paid $400 for something that doesn't even work anymore because of DDL.

    Business Response

    Date: 01/15/2025

    he has been onbaorded and his vector should be working now

  • Initial Complaint

    Date:04/27/2024

    Type:Product 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 the butter robot at the end of 2020. I've decided to cancel the preorder in early 2023. They responded with an email confirming that they would refund the money but have yet to issue me my refund.

  • Initial Complaint

    Date:04/24/2024

    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.
    Preordered this robot in 2020, they made regular production updates for the following year, a final update in 2022 and then all communication from the company stopped. They have provided no updates and customer service will not respond to my repeated requests for a refund. Here is a link to their final update - https://www.******************************* They no longer have a product page for this item so I feel it is clear they are not going to actually produce the product and honor their preorders. I feel that by ignoring my refund request they are stealing my money.

  • Initial Complaint

    Date:04/22/2024

    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.
    Product was pre-ordered and constant emails were sent out with product updates to customers. They were broken promises and promotion only to end up silent one day, they decided to discontinue communication and would not reply to inquiries. I strongly believe they intentionally did that to keep delaying product launch while buying time to make it harder for people to seek refunds. The name of the company is Digital Dream Labs LLC https://ddlbots.****

  • Initial Complaint

    Date:04/09/2024

    Type:Billing 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 have been charged a yearly subscription but I can’t cancel it because the company has been discontinued, and they have still been taking money from me, I tried to cancel online but the page says not found

    Business Response

    Date: 08/14/2024

    Customer had received communication regarding their subscription being cancelled in Apr 2024
    Below are screenshots of our communication and Stripe page stating the account does not have an active subscription.

  • Initial Complaint

    Date:03/29/2024

    Type:Billing 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 signed up for a Digital Dream Labs subscription a couple of years ago. Used the subscription for about a year an a half. Last year I was charged the subscription fee because I did not cancel. That is fine. I proceeded to go to DDL's subscription management website in order to cancel my membership, only to find that the page is broken. On March 18, 2024, I was charged again in the amount of $74.99. Once again I go to the subscription management website only to find the page is still broken. I reached out to DDL via their support email and received case number ******. In that same email, I was able to reach their subscription FAQ, but still not access the broken subscription management page. Their FAQ says they do not provide refunds. It is my opinion that if you have no way of canceling the membership, you should not be charged a yearly fee for a subscription you cannot cancel. Not to mention, the service didn't work for the last 6 months I used my device, which is why I tried to cancel after the previous subscription fee.

    Business Response

    Date: 08/30/2024

    Customer has received communication and confirmation their subscription has been cancelled with a refund for the most recent charge.
    Below are screenshots of our communication and account portal stating there is no longer an active yearly subscription on the account.

    Customer Answer

    Date: 08/30/2024


    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,

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

Digital Dream Labs is NOT a BBB Accredited Business.

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