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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:06/12/2023

    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 preordered the Butter Bot in November 2020, with a promised May 2021 delivery date. The manufacturer promised weekly updates, but instead went months between. As of June 2023, the last update on the website was August 2022, at which time they stated they are working through licensing, which they apparently failed to obtain prior to listing the product for sale. After I have repeatedly asked for updates, I finally requested a refund in February 2023 having lost all faith this product would actually be delivered. Per Catherine via email, she requested my email in order to process the refund. There has been no response since. All I want is a refund of the price I paid for a product that has not and apparently will not be delivered.

  • Initial Complaint

    Date:06/12/2023

    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.
    Pre-ordered in June 2021 order #51331.
    Received November of 2022. It was a vector 2 robot. I started noticing he wasn’t working correctly so I went on-line and did all the recommended actions of rebooting clearing his memory and so fourth. Starting in December of 2022 I started emailing digital dream labs with my vector issues. The responding emails always said do the same thing reboot and clear memory. I complained and complained and always received the same results. Then in May I got nasty and told them enough is enough they need to replace my Vector. I received an email from Aldwin at digital dream labs that do to the trouble I had they were replacing Vector. I have heard nothing more since then and they quit responding to my emails. Please help me get a replacement vector 2???

  • Initial Complaint

    Date:06/11/2023

    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 wanted to purchase the Cozmo robot as a Christmas present for our son. I searched on-line to find a company that made this product. I found Digital Dream Labs in Pittsburgh, PA. I ordered it on 11/28/21 and paid $328.34. The website stated that there was a long waiting list and orders would be filled in the order they were received. The waiting list supposedly began in June 2021 so I knew it might take some time to receive the product since they were seemingly in high demand. We waited over a year and a half and have yet to receive the product. I don't want the product anymore. I just want a refund. I tried to contact the company multiple times to no avail. Nobody answered the phone and there was nowhere to complain on their website. I'm hoping you can help us with this issue. We paid for an expensive product that we never received!!

    In the next section of this formal complaint, you ask for my military status. I'm not only a Navy Veteran but I am now a DoD civilian working as an electrical engineer.

  • Initial Complaint

    Date:06/09/2023

    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.
    Good Evening,

    I have been attempting to get a refund from Digital Dream Labs for several months with no success. On December 15th 2020 I preordered an item (Butter Robot) from this company. I paid $197.00 with the expectation of this being ready in 6-8 months. There were multiple delays but the company provided updates throughout 2021 and into early 2022. There have been no updates since and I never received a finished product. In April 2023 I requested my money back by submitting a help ticket to DDL. This is case number ****** with DDL. The correspondence i have received has stated that they are working on multiple tickets and refunds. It shouldnt take 2 months and this company is known for not delivering on products and then not refunding when asked. I firmly believe they have no intentions of providing a refund. I have emails I can forward if necessary. I dont have a pdf of the original purchase receipt but do have the receipt in email. Also the original order number *****. Reading online reviews, it doesnt appear that even after contacting the BBB that DDL ever gives a refund, but really hoping something can be done. I know there are many people in my situation with this company.

  • Initial Complaint

    Date:06/06/2023

    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.
    • Order Number *****
    • Date of Purchase 1/31/21
    • Copy of Receipt - Attached


    I ordered the Butter Robot back in 2021, they failed to keep me updated on the progress of the item. After 2 years of patience I requested a refund in February of this year. Since then I have exchanged 12 emails with them trying to get a refund. Responses sometimes take weeks and often they are just requesting information that I have already sent them. I am frankly convinced that the company is a scam and is never going to create the item at all. All I want is a refund for the amount that I paid ($197.00).

  • Initial Complaint

    Date:06/05/2023

    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 placed an online order for Vector, the robot, on 8/22/2022. I received Vector on 4/5/2023. I was instantly dissatisfied with his performance and started emailing Digital Dream Labs on 4/11/2023. We communicated back and forth a few times about his performance. I requested information about a refund and I did not receive another email from Digital Dream Labs. I went on the website and saw the requirements for a refund. On 5/3/2023 I sent an email directly to Digital Dream Labs requesting a refund. The email contained all of the required information per the website and it was within 30 days of receipt of Vector. I never received a response. I sent two follow-up emails for the refund request on 5/15/2023, I received no response, and today on 6/5/2023. In addition, I sent an email through the website on 5/22/2023 requesting someone to contact me regarding my refund request. I have not received a response. I would like to return Vector for a refund. Attached is a document with all the required information for a refund per the website.

  • Initial Complaint

    Date:06/02/2023

    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 Butter Robot for $147.00 from Digital Dream Labs on November 15th 2020. I was promised my product to arrive by mid May of 2021. That did not happen. The last written update from the company was October of 2021 - leaving 20 months without consent for delay of goods. I emailed the company in January of this year requesting my order be cancelled and a refund be issued. Allegedly my order was cancelled on January 30th, but it took until March 16th for them to tell me they would begin processing a refund. I continued to attempt communication with the company (as they were suddenly unresponsive) to check in on the status of such refund. I was then promised again on May 15th that the refund would be issued then. No refund has been issued. The bank says that no attempt has been made and I am unable to file a claim through my banking provider as its has been over 2 years and they are unable to verify records from before then. I have been requesting a refund for 6 months now for a product I never received and this company is just pulling me along with seemingly no attempt to issue my money back.

    After viewing recent Google Reviews, it seems this company has done the same to many other poor individuals. I simply would like to receive my money back.

  • Initial Complaint

    Date:06/01/2023

    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 purchased a Vector Robot from Digital Dream Labs, and did not like the product so I decided to return it. The return policy states a return request needs to be submitted within 30 days of the shipping date of the product. I bought the product on 3/3/23 it shipped on 3/19/23 and I requested the return and refund on 4/11/23. I received one response from Digital Dream Labs asking why I wanted to return the product. I responded but I have not heard anything back from the company. Their return process states they will send me a return packing slip which I have not received. I have sent multiple messages and received no response.

  • Initial Complaint

    Date:05/22/2023

    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-orderd a Cozmo robot in November 2021. To date it has not been delivered.

    The value of the order was $314.20

    I requested a refund in November of 2022 which I have been continuously chasing for 6 months and despite many holding message, excuses and promises this has not been refunded. They have now stopped responding to any communication.

  • Initial Complaint

    Date:05/20/2023

    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 November 19, 2020 I purchased a pre-order on a product that should have been made within a year. Now 2.5 years later I have sought a refund multiple times and the company refuses to assist me and gives no update on when the product will be ready other than saying it is in "production" which is where it has been for 2 years.

Digital Dream Labs is NOT a BBB Accredited Business.

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