Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/15/2023

    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.
    I pre-ordered the product on 12/30/2020 with an expected delivery date of May 2021. Product was not delivered but received consistend updates on manufacturing delays. One year passed, then two, now three since delivery was promised. Updates became few. After conferring with my son (who is now too old to enjoy the product), I requested a refund on 04/12/2023. My refund request was finally accepted on 06/09/2023. As of today (08/15/2023) I have not yet received a refund. My correspondence with the company indicates there is a delay in processing. I no longer believe they will refund my purchase. I appreciate any assistance that can be provided in resolving this matter.

  • Initial Complaint

    Date:08/15/2023

    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 pre-ordered a butter robot on 11/29/2020. It was supposed to be delivered that following May, 2021. Updates have been very limited. The last one we received was only two sentences at the very end of an email about other projects in the works. At this point I would just like a refund. It's coming up on three years and there's no estimate on when I'll receive this product.

  • Initial Complaint

    Date:08/09/2023

    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.
    As many others have stated, Digital Dream Labs (DDL) charged $147 + tax for preordering a 'Butter Robot' which also included ****** ********* autograph. This transaction took place in November of 2020, with the expectation that the product would arrive in May of 2021. Since then, I have yet to receive this product (nor has anyone who has ordered it). DDL promised weekly updates on the product, but have failed to provide an update in months, and only a few updates in the past 3 years. DDL does not care about servicing their customers and delivering on a very simple product, nor even providing basic updates to inform of progress (speculatively because there isn't any).

  • Initial Complaint

    Date:08/07/2023

    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.
    Never received a product purchased and they marked the order as fulfilled.

  • Initial Complaint

    Date:08/04/2023

    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 Digital Dream Labs on 11/16/2020 for $147 USD. I got a confirmation email with order #***** with no estimated ship date. I received an e-mail on 3/17/21 stating that units should ship out in May of 2021. This was the last time customer service contacted me. I have requested more information multiple times but never got a response. There is no option to cancel the pre-order. I would like to cancel my order and refund my money back. They have maliciously lead everyone on for years now and I cannot wait any longer.

  • Initial Complaint

    Date:08/04/2023

    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 canceled a web subscription service in sept 2022 I was just charged a renewal fee even though I had canceled my subscription 11 months prior, in addition I was not notified of the charge per their 72hr pre-charge notification email which I never received

  • Initial Complaint

    Date:07/28/2023

    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.
    I pre ordered a Cozmo Robot in November of 2021. When the order was placed, the robot was due to start shipping in the summer of 2022. We were promised regular updates about production and shipping times. I've emailed a few times between July 2022 and December 2022 about any updates but didn't get any response. The last public update about the Cozmo robot was in November of 2022. In March of 2023 I emailed asking for a refund of my order. The company wrote back saying they would refund my full purchase price. They were backlogged and currently working on refunds from the holidays and were refunding in the order that they were received. After getting no response for months, I emailed again mid July and was told again they were back logged but now they are working on orders from last year. They are not being truthful with customers asking for refunds. Their website states refunds will be completed in 10 days but any emails asking about this are ignored. I've also sent screen shots of customers who have gotten refunds on BBB within DAYS and have gotten ignored.

  • Initial Complaint

    Date:07/26/2023

    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.
    I have received Vector 2.0 robot as a gift for my daughter. From the first time I set it up, it has had multiple unresolved issues as follows:

    1. Firmware update issue.(Partly resolved.)
    2. WIFI connectivity of Vector 2.0 robot to WIFI and consequentially with DDL server for robot advanced features. i.e., Facial recognition, name recollection.
    3. Product sold as an accessory for Vector 2.0 ( Escape pod)
    - This product requires that the customer purchase a Raspberry Pi 4 computer and run the DDL Escape Pod software on their local network for the robot to perform advanced features. i.e., Facial recognition, name recollection.
    - Requires an activation license which should not take longer than a few days. And was not issued to the present.

    I am at a loss with this company. I have sent them numerous e-mails. Please read through the e-mail chains attached as proof. Non of the issues are resolve. At present I want two outcomes:
    1) A refund for the escape pod. Or
    2) An activation code for the escape pod so that the Vector Robot will work on my home network with the advanced features and not relying on the connection to DDL servers.

    My next step is to take them to small claims court.
    Please help me resolve this issue.

  • Initial Complaint

    Date:07/21/2023

    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.
    I have been contacting the support team at Digital Dream Labs about a pre-order I made in 2020. The product was supposed to have a released date in early 2021. It is now 2023, and the product that I preordered hasn't been shipped. After waiting two years past its initial release date, I requested a refund for my preorder. In the emails I attached, I show my initial order and my conversation with Digital Dreams Labs about getting a refund. They agreed to refund me in January, but I haven't received it. It's been six months since I requested a refund, and if the support team responds at all, they just says they are busy and the refund will come. It's been a half a year, so I thought I would make a complaint to you because this is starting to feel like a scam or fraudulent or something.

    Thank you for your time, and please let me know is there is other information that you need. Also, if there is another place I should make this complaint, let me know. This is my first time making a BBB complaint.

  • Initial Complaint

    Date:07/18/2023

    Type:Billing Issues
    Status:
    Unresolved
    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.

    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 date on the email of the second png you sent is May 11 2023, and I only intended to subscribe to your service for one month and cancel before the next bill. I tried to cancel from the user website you show in your first png, yet the website was entirely down for a few weeks-months during this time. I attempted to call the number you had on your site at the time, but it was disconnected. I’m pretty sure I also tried your email, and received no reply. I have invoices for May, June, and July from the Venmo account I linked, yet could not reach your company nor use your services to unsubscribe. I couldn’t stop the payment from being drawn until I contacted venmo customer support to block all payments from your business.

     

    Regards,



    *** ****

    Business Response

    Date: 08/30/2024

    Customer had signed up for a monthly subscription
    Customer may reach out at any time to support to cancel their subscription.
    Below is a link to our refund policy page, and a cited paragraph.

    https:****************************************************************

    *What is your Refund Policy?
    Refunds for monthly and yearly services are not offered due to the nature of the service and will expire at the next renewal date upon cancellation via email at *******@****************.com. 

    Screenshots include last communication and subscription cancellation via our account portal.

Digital Dream Labs is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.