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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:12/31/2023

    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.
    In December 18, 2020, I pre-ordered a product (Butter Bot) from Digital Dream Labs with my paypal account ********************** for the amount of $197.00. When I purchased, I was told it would be sent within a year. That year became two years, and then became 3 years this month. I have made various attempts to ask for an update on the product, if it would ever arrive. I was given very vague information, so I asked for a refund. I was told I would get one processed to my paypal as soon as they could. Months later, I am still waiting. I would just like a refund like they promised.I have attached the order purchase email with the date/time/amount, as well as the emails sent to their customer support asking for a refund and being given a run around about my refund.I do hope you are able to help me with this. Thank you for your time and Happy New Year!

  • Initial Complaint

    Date:12/24/2023

    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.
    I pre ordered this item in 2021 and was told there would be updates along the way. We had a few updates and then no communication at all. I have asked several times for a refund as I haven’t had an update in over a year and still have not received my money or even a response to my emails. I paid $270 USD for this and just want my money back

  • Initial Complaint

    Date:12/21/2023

    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.
    I pre-ordered a butter robot from DDL on 11/16/2020 ORDER #*****. They have not delivered the item or sent a refund. They are no longer sending updates on the robot progress or even showing it on there website. It is my understanding they may no longer even have the license to produce it, yet they still ask you if you want to wait for it instead of cancelling your order and getting a refund. They gave me the run around when when I requested a refund, repeatedly asking for information they already have. They stopped responding to my emails back in May of 2023. They have done this to numerous other customers. They have shown themselves to be an extremely unethical and corrupt business. I have attached docs with the original order, order conformation and the entire email chain asking for a refund multiple times.

  • Initial Complaint

    Date:12/21/2023

    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.
    We ordered a Cosmo 2.0 during preorder prior to covid. It's been over 3 years and we have had no contact from them nor been able to get ahold of anyone at DDL. We paid over ****** for a Cosmo we never recieved. They just took our money and ran. It's ridiculous there isn't better business standards and laws in lace to hold these companies accountable to their consumers.

  • Initial Complaint

    Date:12/21/2023

    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.
    At the end of 2020, we purchased a product for $147 that was in development. Kind of like Kick Starter. You help a company develop a product with the promise of receiving that product once it is manufactured. It is not unusual to wait months or even a year to get the product. This company seems to have fallen off the radar, and their responses are just automated emails. They said in March of 2023 they would refund but there is no response.

  • Initial Complaint

    Date:12/21/2023

    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.
    $147 paid on 15-Nov-2020 for a product titled, Butter Robot with an expected delivery in May 2021. Continued postponement with lack of updates, and the fact that the company, Digital Dream Labs, has taken the pre-ordered item off their main website implies there is no intention of delivering the product.

    Business Response

    Date: 11/27/2024

    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.

    Customer Answer

    Date: 11/27/2024


    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,

    Zielle Zyung

  • Initial Complaint

    Date:12/18/2023

    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.
    Pre-ordered the Butter Robot in 2020. 3 years of a trickle of "updates" that it's "coming soon" and "they want it to be perfect." Contacted the company on 9-3-23 for a refund, last communication on 10-13-23. Ghosted. I don't even want the stupid thing now, I just want my money back!

  • Initial Complaint

    Date:12/14/2023

    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.
    pre order for butter robot, I repeatedly emailed digital dream labs for updates, they kept saying it was delayed, now they are simply ignoring my emails, Ive sent 5 separate emails that went unanswered

  • Initial Complaint

    Date:12/08/2023

    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.
    Preordered a Cozmo 2.0 almost 3 years ago now. Was getting updates for a while but have reached out multiple times and no responses now. The debit card I used to place my order I no longer have and just want a refund by check at this point. $197.00 wasted and never received anything.Order #: *****

    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.

  • Initial Complaint

    Date:12/06/2023

    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.
    I pre-ordered a Cozmo 2.0 robot in January of 2022. It was supposed to ship out within a couple of months, but continued to have delays. There has been little to no communication from the company other than eventually responding to emails promising it's almost ready to ship. We are coming up on two years since the order and have received nothing. I want a refund as soon as possible.

Digital Dream Labs is NOT a BBB Accredited Business.

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