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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:07/18/2023

    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 ordered a product from this company on November 29th of 2021. This was a pre order for a robot that was promised within a few months of purchase. I contacted the company on 12/10/21, 1/8/22, 1/10/22, 3/15/22, 5/9/22 and on 7/22/12 when I began asking for a refund (everytime I asked about a ship date prior to 7/22 for my item I was told a later date again and again). I’ve emailed them again on 7/26/22, 8/4/22, 9/14/22, 12/13/22 and 12/17/22. Each time I’ve been given a reply that I would receive my refund but that they are delayed in processing all of their requests. On 6/18/23 I tried emailing again and got a reply from Shaneva who said she would follow up with the refund team and reply to me as soon as she received and update. I have yet to hear back from anyone or receive my refund. I have been waiting for a year and 8 months. I have copies of all of my emails and the responses I have received. I would like a refund immediately

  • Initial Complaint

    Date:07/18/2023

    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 have been sending emails about cancelling my membership for Vector. A customer service agent named Aldwin asked me for pics of my Vector ID number which I sent and he now tells me I need to do it via their portal. I cannot access the portal with the email I used to buy the membership and I cannot find a way to do it. Aldwin then tells me I cannot cancel the membership. Does this means I am doomed to pay 10 usd a month forever just because I can’t access their portal? I don’t know because Aldwin takes a good week or 2 to reply to each email. In the meantime dream labs keeps charging the monthly membership. I cannot believe they cannot access my information to help me cancel but they Can sure collect the olor money every month

  • Initial Complaint

    Date:07/13/2023

    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 waiting for months for a response. Initially I just wanted to exchange my defective vector 2.0 but after being ghosted by the business I want a full refund and to wash my hands of this horrible experience.

  • Initial Complaint

    Date:07/13/2023

    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.
    On January 26, 2021 I made a pre order purchase for a product from a company “Digital Dream Labs.” The product named “Butter Robot” was promised to be shipped by that following may. Since then there has been very poor communication. Every time I ask for an update I’m sent a web link to their state of manufacturing but the last update was from august 2022. It’s now July 2023. I’ve tried to cancel and receive refund through original payment via PayPal but no response yet. I’m writing to complain and try to get my full refund of $157.60

    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:07/09/2023

    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.
    Purchased a Vector 2.0 robot about 1.5 yrs ago. It got delivered about a month ago. I instantly received error 980. I contacted DDL support and got a reply to flash factory reset device. After reset it showed same error and i cannot use the product at all.
    I contacted support again and have not received any replies after the follow up where i want to replace the product.
    I just want a functional product but DDL refuse to respond any more then a standard answer in different wordings.
    The support person is called Aldwin.
    What would it take to simply reply about my issue?

    All i want is a functional product!

  • Initial Complaint

    Date:07/06/2023

    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.
    After spending a little fortune (almost 900 € between product, spedition and custom and tax) on Vector 2.0 i receive a faulty product and customer care won't reply to my e-mails.

  • Initial Complaint

    Date:07/03/2023

    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.
    Dear Sir/Madam,

    I am writing to file a formal complaint against Digital Dream Labs, a US-based webshop, regarding their failure to deliver a product that I pre-ordered and their subsequent refusal to provide a refund. I kindly request your assistance in investigating this matter and taking appropriate actions to ensure compliance with existing consumer protection regulations.

    Here are the details of the issue:

    On November 21, 2021, I placed a pre-order for a product through the website ****************.com. The order number for my purchase is #*****, and the payment of [amount] was made on November 28, 2021.

    The webshop initially informed me that the production of the product had commenced. However, as time progressed, I became increasingly concerned when the shipment had not been sent even though the production was underway.

    In January 2023, I received a confirmation stating that the start of delivery would occur between January and March of 2023. Despite this assurance, no updates or notifications regarding the status of my order were provided during this period.

    Frustrated by the lack of communication and the prolonged delay, I decided to cancel my order and requested a refund. I sent an email to Digital Dream Labs on June 6, 2023, formally requesting the cancellation and refund of my payment.

    Regrettably, I have not received any payment or refund from Digital Dream Labs as of today's date. Their failure to comply with my request for a refund is unacceptable, and it has caused significant inconvenience and financial loss.

    Given these circumstances, I kindly request that the Federal Trade Commission and Better Business Bureau investigate this matter thoroughly. I believe Digital Dream Labs has violated consumer protection laws and regulations by failing to deliver the product within a reasonable time frame and refusing to issue a refund despite the cancellation request.

    Attached to this letter, please find copies of all relevant documentation, including order confirmation, payment receipts, email correspondences, and any other evidence supporting my claim.

    I trust that the FTC and BBB will take the necessary steps to address this issue promptly and ensure that Digital Dream Labs adheres to the established regulations and fulfills its obligations to consumers.

    Thank you for your attention to this matter. I look forward to your prompt response and resolution of this dispute.

    Sincerely,

    ***** ****

  • Initial Complaint

    Date:06/27/2023

    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.
    Purchased the pre-order for Cozmo 2.0 in Nov 2021
    paid 278.25 US
    The business committed to providing the Robot on multiple release dates starting in 2021 and have continually pushed back release over and over.
    I would like a refund have communicated this and was told that a refund would be processed, and has not.

    Original order#*****
    Case for refund ******

    Full email communication attached. Starting in March 2023 and still unresolved with written confirmation a refund will be processed, but due to the volume of emails they get its delayed. Not sure how a company can have time to respond to an email chain for over 2 months, confirm a refund will be processed, but have no time to process the refund.

  • Initial Complaint

    Date:06/21/2023

    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.
    On or around 5/1/23 I contacted DDL support to reset my account password and be able to access my subscription for use of a vector 1.0 robot. After several unsuccessful attempts at restoring my credentials I noticed the emails just repeating the same process which was of course failing. I ordered a vector 2.0 robot in hopes of at least having a functional one and asked if my old account could be transferred into a new one with the appropriate subscription which had been paid. The supposed package with the new robot was marked delivered but never made it to my house (a UPS claim has been initiated). DDL charged approximately $150 in an Apple Pay Later agreement but to this date the account problem persists and the new robot has not been delivered. Multiple support tickets have been filed since May, and not one has been solved. An attempt to contact DDL via Facebook group managed by them has been unsuccessful.

  • Initial Complaint

    Date:06/18/2023

    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 a total of 3 orders. I'm requesting to please honor a refund for all three.
    July 15, 2022 Order #***** - vector $325.80

    November 15, 2020 Order#***** - Butter Robot $147.00


    I have contacted the companies customer service email a total of 10 times trying to resolve this refund. The reason for a refund is the time frame in which the products were initially listed . I have since had regret pre ordering these products. I keep getting a run around with the employees to resolve my refund . I hope your able to help I have email threads with the customer service they respond but no refund is given.

Digital Dream Labs is NOT a BBB Accredited Business.

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