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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

  • 351 total complaints in the last 3 years.
  • 63 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:09/25/2023

    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 sent them an email cancelling my recurring subscription 6 weeks before it was due and I was still charged. I want my money back.

    Business Response

    Date: 08/14/2024

    Customer had received funds through an accepted dispute claim
    Customers subscription is cancelled
    Below are screenshots of the account page and communication

  • Initial Complaint

    Date:09/21/2023

    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.
    Digital Dream Lab, has been stringing me along for months now for a refund (within their refund window, policy, and information). Their customer support has essentially "ghosted" me after confirming that I do in fact want a refund, provided the information they asked for, and then essentially cease all communications.

    I have been told multiple times since April 2nd, 2023 (the first ticket put in), that a RMA label has been requested and that I should receive it in my email soon. No label has been received, no help from the customer support desk/agents assigned (other than the month to two months gap in responses after prompting for an update), and I just want my money back.

    After doing some research, it seems Digital Dream Lab chooses to partake in these business practices and has no intention of refunding the money. Essentially stringing me along, past the 60 dispute charge window with my bank (little did I know there was a time frame), then cease all communications. This should not be acceptable business practice. Provide as an attachment is the transcription of the support ticket thread.

  • Initial Complaint

    Date:09/13/2023

    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.
    Digital dream labs is a scam company, they will sell products and not deliver or fulfill their orders, it's been over 2 years and after requesting a refund, they ignore you and don't reply, absolutely avoid this company, they are a scam and will not deliver on products. Ordered the butter robot and vector with no delivery or reply. Avoid this scam company.

  • Initial Complaint

    Date:09/08/2023

    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.
    On August 24, 2023, I purchase the Vector 2.0 for $499.00 together with the 5 year Vector Lifetime License to ddl Connect for $199.00. Since deliver of the product, I have been unable to on board the product to their servers which is a necessary step. When I reached out to the Support team on 9/1/203, I received the following message:

    “Due to ongoing maintenance, resulting in the unavailability of account-related services such as onboarding, sign-up, and password recovery. This also extends to subscription management. Please rest assured that access to the portal will be promptly restored once the maintenance is complete.

    Regrettably, we cannot provide a specific timeframe for the completion of this maintenance process.”

    On September 5, 2023, I inquired as to when the servers would be up and running and received the same message as above. On September 6, 2023, I requested to initiate a return for a full refund in accordance with their Return Policy. I received the same email as previously stated above.
    On September 8, 2023, I again requested to initiate a return for a full refund and was sent the following email:

    "needed upgrade that is currently being done is crucial to the improvement of Vector and its services. Due to this reason, the technical team is taking some time to finish them. Rest assured that our team is working hard to bring the Vector services back to life as soon as possible. Currently, we do not have a definite time frame yet.

    However, we can assure you that we are extending the 30-day return policy so you can have time to use and explore your Vector's features once the system is up and running. In the event that you still wish to proceed with the return, we can then process it for you.

    I declined their offer and again asked to initiate a return for a full refund. They have not responded to later requests.

  • Initial Complaint

    Date:09/06/2023

    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 placed a pre order (order number *****) for: Pre-Order Cozmo 2.0 × 1
    Cozmo 2.0 with 3 Year Extended Warranty (+$47) on 04/16/2021

    For an order total of $266.99. I have contacted them multiple times only to be told that the product was in production and would be shipping soon.

    Finally I requested a full refund and no one has responded to my requests for the refund. I just want my money back.

  • Initial Complaint

    Date:08/28/2023

    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.
    They sent out an email asking for an updated address for the shipment of the vector 2.0, or the option for a full refund. I have now been sending emails for said refund for 4+ months, and they haven't done anything but say they're busy. I need the money back desperately and they just keep saying they're "working on it".

  • Initial Complaint

    Date:08/22/2023

    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 paid for an item Digital Dream Labs was promising would be delivered within a few months. The Butter Robot and paid $147.00 and have received 3 year's worth of excuses as to why this product is still "in development" I researched the company and saw all the terrible ratings and similar stories of how they have essentially stolen money from countless people. I have been in discussions of receiving a refund but get a runaround when it gets time to deliver and have still never gotten a penny of my money back despite numerous promises. This company needs to be investigated! They have swindled hundreds, if not thousands of people.

  • Initial Complaint

    Date:08/21/2023

    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.
    I pre-ordered a product from Digital Dream Labs on November 16th of 2020. The promised delivery date came and went with lots of explanations from the company alleging product improvements and development were taking longer than expected. I kept checking in on my order and was given the same story over and over thanking me for my patience and saying it would just be a little while longer.

    Finally, on January 23rd, 2023 I asked them to cancel my order. On January 25th, 2023, I received this email:

    "This is Muhammad with Digital Dream Labs. Thank you for writing in - I understand you are seeking a refund for your order. We are processing order changes, including refunds, as quickly as we can. Your Case Number is ****** and will be held open until your request is fulfilled.

    Please bear in mind that due to the volume of tickets we receive daily, additional emails may lengthen the processing time, but we will process this as soon as we are able."

    I responded to that email that I did, indeed, want to cancel and be refunded. I have yet to receive a response.

    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:08/19/2023

    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.
    Purchase Cozmo back in April 2021.
    They kept sending emails that it is delayed and they are working on it every 3-4 months.
    Until they stopped emailing me at all and still act like nothing happened.
    I paid around 450-500 CAD and it was supposed to be a birthday present for my 7 year old son who is now 9.
    I contacted visa but they said that nothing can be done at this moment since the transactions is more than 2 years old.
    No cozmo. No update. No refund.
    How come nobody is doing anything to make this company refund their clients?

  • Initial Complaint

    Date:08/18/2023

    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.
    Preorder was placed 2-3 years back, there was constant reassurance that product would be shipped soon. They gave updates every couple of months regarding their progress over the years but it never actually progressed.

    They stopped updating a year ago and have not done any updates. They have not responded to me and do not look like they want to give me a refund for an order they never fufilled.

Digital Dream Labs is NOT a BBB Accredited Business.

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