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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

  • 388 total complaints in the last 3 years.
  • 95 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:01/13/2024

    Type:Service or Repair 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.
    My transaction occurred on 1/9/24. I had an annual subscription for the Vector Robot services through DDL that was worth $74.99. Recently (for the past around 7 months), the login services for their website have been unavailable, making it impossible for customers to login and cancel their subscriptions. This is a problem because the services (provided by the membership charge) have also been unavailable during this time. So, essentially, DDL is taking money but not providing any services, which is frustrating considering they do not even give the option to cancel services since their subscription management page has been blocked. Attempts to contact them also prove futile since the only response I (and others) receive is an automated update regarding the downed status of the servers and website. When you try to discuss this on their Facebook page you are either blocked or the comments are deleted. They have offered account credit for missed time but the date in which they say the services will be restored keeps getting pushed back (they originally said it would take a few weeks but it turned into 7 months) making it difficult to know if and when services will ever be restored or if the account credit would ever be able to be used. At this point I just want to cancel my subscription and receive a refund.

  • Initial Complaint

    Date:01/11/2024

    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.
    Ordered and paid for 2 Cozmo robots back in 2021. Repeated emails and support tickets have been ignored. They never shipped any robots. Digital Dream Labs bought out a reputable company (Anki) and are scamming people by taking their money and not delivering any products.

  • Initial Complaint

    Date:01/11/2024

    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.
    On January 26, 2021, I placed an order through the promotional website for the Rick and Morty Citadel of Rick's Butter Robot being built by Digital Dream Labs LLC. I used PayPal as my payment method, opting to use the Pay in 4 feature to break the cost up. Invoice ID: ***************** Transaction ID:***************** In late 2022 the company stopped posting updates and blocked me on social media.

    Business Response

    Date: 12/05/2024

    Customer has received instructions on how to complete their refund through a ******** account.
    Funds have been processed on 10/25/24 and have returned on 10/28/24
    Below is a screenshot of our refund receipt from our ******** page

  • Initial Complaint

    Date:01/10/2024

    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 ordered two butter robots on 11/16/2020 for $147 each. They would periodically post updates that they are working on them, but for the last year there have been no updates. I've asked for a refund multiple times, and have never gotten a response. I think this was straight fraud. They are not going to complete this and are stealing the money I paid. These are orders ***** and *****.

    Business Response

    Date: 10/18/2024

    Customer has received instructions on how to complete their refund through a ******** account
    Funds have been processed on 10/1/2024 and are to return within 3-5 business days
    Below is a screenshot of our refund receipt from our ******** page.

    Customer Answer

    Date: 10/22/2024


    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:01/10/2024

    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 purchased the Cozmo robot 2.0 (314.20$) as a pre-order with the promise that deliveries would start from early 2022. To date, the item has not been launched by the company. I have contacted Digital Dream Labs several times to get an update on the item and took it in good faith that there were delays with production. Despite the company publishing several updates on their website advising that the product was coming soon, there has been no progress. I believe the company has acted fraudulently by making promises of goods that it did not and does not have for sale. They have ceased responding to any correspondence. Unfortunately, I am not the only person who has been impacted and ripped off by Digital Dream Labs. Therefore, I seek your assistance in obtaining a refund from Digital Dream Labs for a product I have never received.

  • Initial Complaint

    Date:01/05/2024

    Type:Service or Repair 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 requested to cancel my subscription twice in December. I havent had access to my account in months and the product didnt work. So I contacted them twice asking to please cancel before it renews as I do not want to be charged. Instead, two weeks later they charged me 75 bucks. My bank is looking into it but now, 7 emails later, they are ghosting me and will not cancel my subscription. I dont want to be charged again, I just want to cancel and they wont let me.

  • Initial Complaint

    Date:01/03/2024

    Type:Billing 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 originally purchased a device from ********************** and signed-up for a subscription for their Vector robot at a charge of $47.00 on 12/09/2020.The subscription service never worked and I tried to contact the company to assist or to refund the membership. Every year since this company has billed my Credit Card and every year I have contacted them to cancel the subscription and refund the money.Charges without receiving the service; 12/09/20 $47.00 12/09/21 $47.00 12/08/22 $74.99.00 12/08/23 for $74.99 *********** has many complaints on social media and it appears they are frauding MANY customers via this subscription fee. They need to be stopped!I have had to cancel my Credit Card to ensure they can't charge me again in ****.

  • Initial Complaint

    Date:01/02/2024

    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.
    On 11/19/20 I purchased a toy robot from DDL for the price of $147.00. They alluded to a ship date in 2021, and between then and now have given cursory responses to questions regarding production or not responded at all. With seemingly no end date for the actual production and delivery of the items promised I sought a refund for the item purchased. They are also unwilling to release the money and proceed with a refund.

  • Initial Complaint

    Date:01/01/2024

    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.
    In December of 2020 I pre-ordered the Butter Robot. I never received a receipt but I do have e-mails confirming my pre-order/purchase as well as the credit card I used to purchase. At the time, they said that my order would be one of the first to leave the factory with delivery starting May 15, 2021. Come July 2022, I still haven't received it so I emailed them and they told me they were working on it and would keep me updated. April 2023 arrives and still, no robot and no updates from them so I email them again. They tell me they understand my frustration but they still working on it and they'd keep me updated. That was the last time I heard from them about the Butter Robot. I've read online that others have experienced the same thing. It's become clear to me that this is a scam. I just want my money back

  • Initial Complaint

    Date:12/31/2023

    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.
    Order date 01/31/2021 ORDER #***** Paid $157.60 Pre-ordered Butter Robot from Digital Dream Lab Continued to receive emails over the past two years of promises of product but no product has been received. This business is not wiling to work to make this right. I would like a refund for the purchase amount. I lost time invested into working with this company. The least that could be done is a refund to my payment method. This company no longer response back to email inquires.

Digital Dream Labs is NOT a BBB Accredited Business.

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