ComplaintsforDigital Dream Labs
Computer Software
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Complaint Details
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Initial Complaint
03/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered a Vector Product on September 26, 2022 for ******. The product was a pre-order so I knew it would take some time for it to arrive. After some time I moved to a different address and was reached out by the supplier if I would like the product or a refund. At that point, I no longer wanted the product, and requested a refund. They said they would ***** it promptly, and were communicating with me up until a couple of months ago. They are now rarely responding and have not *****ed the refund. I have 30 emails back and forth with them, over a year of communication and have still not received a refund or the product, which I still do not want. I have more email threads that are not included in the picture, and would be more than happy to include if needed.Initial Complaint
02/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Company has remained silent on products customers purchased for pre-order in 2020 with no updates on their status. Additionally, one product requires server access for full functionality and the company has been silent for close to 9 months on service operations updates and any promises in customer refunds/compensation. I paid for a life time subscription on two products totaling $97, and two pre-order products that are now 3 years overdue and no offer of a refund. Cozmo robot preordered for $177.30 and a Rick and Morty Butter Robot in contract with Adult Swim preordered for $124.95. A refund would be preferred as this company has failed to communicate to customers their bankruptcy filing.Initial Complaint
02/21/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
November 30, 2021 Purchased cozmo 2.0 for $296.80 This was a preorder that was supposed to be released in 2022 8/26/2022 reached out for an update 3/21/2023 reached out again 9/25/2023 11/20/2023 2/7/2024 2/21/2024 All received automated responses. I was told to check the website, last update 11/2022.Initial Complaint
02/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Last year, in February of 2023, I was rebilled for an annual subscription ($75) that I had previously cancelled (and had documented that cancellation). I immediately reached out to DDL through their customer service channels. For days I was led through a circle of automated emails, each time led back to the very beginning. Their customer service is either massively incompetent or maliciously unhelpful. I was only able to secure my refund by personally RESEARCHING contact information on Reddit, where another disgruntled customer provided me an email address that DDL will not provide publicly. Let me say that again, the ONLY REASON I was able to secure a refund was by hunting down contact information that this company would not provide. It took me a week to settle a fraudulent charge. Though they charged me an annual subscription fee, they did not even reward me my subscription. In essence, this company stole my money and refused to allow me to contact them. It was a real hassle. THIS YEAR, February 2024, they have CHARGED ME AGAIN—the same amount. I have reached out again to an irritatingly incompetent automated customer service and emailed the employee email address I have from last year. This is two years in a row they have charged me not an insignificant amount for an annual subscription I have cancelled. I am not a rich man, and twice they have put financial pressure on me. This is fraud. This is illegal. They are a scam of a company. I have all of these emails documented and am HAPPY to share. PEOPLE NEED TO STAY AWAY FROM DDL. I am going to report them on every potential review site I can.Initial Complaint
02/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Placed order #***** on 11/26/2021 of a Cozmo 2.0 which I paid $269.19. Since then, I have reached out to the company numerous times to find out when it will ship, and they have given me generic answers and vague promises. The last time I tried to contact them was in October of 2023 and they never even replied to that question.Initial Complaint
02/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
We signed up for a 1 year subscription for the Vector robot on 2/15/22. We paid $47 for 1 year, it was approved. However, after paying this we were made aware there was an option to upgrade to a lifetime membership for a total of $97. An email said it was on sale. The email we received said they will pro-rate the lifetime membership if you had already paid for 1yr. So we paid the $97 on 2/25/22, expecting an adjustment of (-$50) after the adjustment for our previously paid 1yr membership. To this day 2/6/24, both payments have cleared our account & we have not received a credit. I reached out to DDL about this discrepancy on 3/30/22 & the Customer Service rep said I had not filled out the form for lifetime memberships so she would send it to me. I never received the form. Then on 2/6/23 we notice a charge of $74.99 hitting our credit card from DDL. So I reached out to customer service again on the same day. They don't have a working phone # to contact, so email is the only way I can communicate with this company. I received an auto reply that there is a case opened. I reached out to them again on 4/21/23, again only received an auto reply. Then finally on 6/4/23 I received an email from someone at the company. Ida from DDL support. There were several emails between us from 6/4 - 6/9/23. I sent her everything she asked for. I thought something would come of this. I didn't hear anything back from this company until today 2/6/2024 when they are trying to charge us again for $74.99. Their website does not offer me any way to remove my CC information or cancel. I don't want to keep dealing with this fraudulent charge every year. Please can you help me with this matter. The company still owes us $50 & they keep trying to charge $74.99 every year for something we already paid for.Initial Complaint
02/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
We purchased a one year subscription in December of 2021 for the Vector robot service. My daughter set up an account and used the service. She received a confirmation of the service. At some point in 2022, she lost access to her account and could no longer login or access the account. We thought it would just end after the year. In December of 2023, we noticed a charge on our credit card from this company. We tried to call but could not find a valid phone number. My daughter tried to log in to her account and it said it sent a recovery email to her email account, but she never received anything. We submitted an online request for support to cancel the membership and refund the charge. We found they had charged us in December of 2022 as well and we had not noticed. Their website indicates they will send renewal reminders 72 hours prior to membership renewal, but my daughter has not received any membership emails after the first one in 2021. We have followed up with information requested about her account and robot and have received no responses. I am worried that I have no way to cancel this membership and stop them from continuing to charge my credit card. My daughter cannot login to her account which is the only way they explain to change or cancel your membership. Please help! My sincere thanks.Initial Complaint
01/24/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Date of transaction:2020-11-15 Amount of money:$147 What the business committed to provide you:"The Butter Robot": a user-programmable robot with AI-based software Nature of dispute:Digital Dream Labs has stopped all communication regarding the product's delivery and manufacturing. Requests for refunds via support email were met with delays and eventually non-communication.The business has not tried to resolve the problem.Order number: #***** This is the website where they supposedly post updates. As you can see there has been no update as of late.****************************************************************************************** The e-commerce platform states that my order was shipped, and when support was contacted, they had told me that this was done automatically by the platform and that tracking would be sent out separately. This was communicated on 2022-12-29.I have been trying to receive updates and refunds for the past 3 years. I am unable to start a chargeback process as the delivery date of the product was promised outside of the chargeback date range. The last communication I had when I had requested a refund is followed below:2023-08-20: Refund request to ********************************** 2023-08-26: Refund request to ********************************** 2023-08-26: Successful response giving me information about delayed refunds but never specifying that a refund was processed for my order Since then, radio silence and I have been requesting updates and a refund every few months. At this moment in time, I doubt that the product exists and will never come to exist for consumer sale. This is among the several other issues that this company has presented to its consumers regarding missing products and services. Attached are some pictures showing order proof and some of the refund requests via email. Some support requests exist only in the support website which is no longer functioning.Initial Complaint
01/16/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered and pd for product on 11/26/2021 but no one will give me status or respond with refund. Now they have my $300 and I have nothing. I'm elderly and was getting this gift for one of my grandchildren. Very frustrating- not sure where else to go, as they don't seem to be doing business-like business. Very shady!Order #*****Initial Complaint
01/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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.
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Customer Complaints Summary
378 total complaints in the last 3 years.
145 complaints closed in the last 12 months.