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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.
  • 62 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:05/19/2023

    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 purchased a cozmo 2.0 from digital dream labs in april of 2021, they never shipped on the promised date. this is fraud, the sold butter robot, vector 2.0, both also fraud, they also have wage theft from not paying employees and a whole laundry list of illegal things they have done. it is shocking how no matter how many times the FTC and attorney general are contacted they never get investigated.

    i recently had a profile in a social media account messed with and may not get it back, i spoke up, i got people to listen, i was silenced. it's one thing to scam the customer and another to silence them when they warn people the company is a fraud. i contacted the BAR in pennsylvania about the lawyer, this lawyer has a history of messing with people's social media accounts to stop whatever this company wants.

    i wish the world would do better. the BBB here can obviously see a lot of complaints and there is a pattern of the company scamming so many people that become even aware of their fraud. and overall, maybe the BBB needs to be able to send the data to the FTC and other authorities when it sees a pattern and huge red flag. it is sad we live in a world today where a child can want a product and when the child goes to buy it the product is never received. that could be an 8 year old that had such high hopes for something new they saved up for and wanted and were scammed, kids should not be scammed.

    overall i have tried my best to warn people about digital dream labs, but if nobody will go out of their way to actually make a change and the scam company just continues to operate i think society really needs to take a long hard look at itself, this is sad. to the BBB, look at these complaints place against this company, i mean really look at them, take a minute to read this, that's children and your every day people being scammed, and this is in the US where that should not even be possible for a company like this to exist.

  • Initial Complaint

    Date:05/18/2023

    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 placed a backorder on 30/01/2022, but my order was never fulfilled due to technical difficulties with the production process. Furthermore, although my request for a full refund was acknowledged on 09/01/2023, I have yet to receive any refund of my money. After contacting them a few times, they no longer respond to my emails. Despite numerous attempts to get my refund, I'm still left without any compensation for my order, leaving me feeling increasingly frustrated and disregarded by the company.

  • Initial Complaint

    Date:05/17/2023

    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.
    In November of 2021 I preordered the Butter Robot from Digital Dream Labs. At time of pre order it was due to be released in may the following year. That date came and went and no product. That doesn’t bother me much, I understand things happen. After over a year of waiting with very little communication from the company still there is no release date for the product I ordered. April of 2023 I requested a refund. After a few emails they said they would give me the refund but never gave me a time line of when it would be processed back to my original payment method. After about a month still no refund had been issued. When I emailed them again about the refund I was told they don’t know when it will be issued and that emailing them again will only slow down the refund process. Looking for help I found a few customers have had success actually getting a refund with the help of the BBB.

  • Initial Complaint

    Date:05/14/2023

    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 $330.90 for a cosmo robot to be delivered in 2022. It was never delivered. I contacted the company two months ago for a status and have not received a response. I would like to receive the product or a refund.

  • Initial Complaint

    Date:05/10/2023

    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 am writing to file a complaint against Digital Dream Labs regarding a refund request that I made in July 2022 for my order of a Vector 2.0 robot for a total of $274.30 USD, with order number #*****. Despite repeated attempts to resolve the issue with the company, I have not received a refund and have been given mixed messages about whether or not I am eligible for a refund.

    I submitted a request for a refund for the Vector 2.0 robot that I purchased from Digital Dream Labs. Since then, I have received conflicting messages about whether or not I am eligible for a refund. Some messages said that I could receive a refund, while others said that it was too late for me to receive one.

    Most recently, Digital Dream Labs has said that they will process my refund through PayPal. However, despite my repeated requests for a clear timeline for when I can expect to receive my refund, I have been told each time that they cannot give me one, and that further emails sent to them may delay the process.

    I find it unacceptable that Digital Dream Labs has given me mixed messages regarding my refund request and that I have yet to receive my refund almost a year after making my request. This delay is unreasonable, and I feel that my rights as a consumer are being disregarded. I would like to request a refund as soon as possible.

    I would like Digital Dream Labs to process my refund immediately and provide me with a clear timeline for when I can expect to receive it. I also request that the company take steps to ensure that they communicate clearly and consistently with their customers regarding refund requests and that they do not delay the refund process any further.

    Thank you for your attention to this matter. I look forward to your prompt response.

  • Initial Complaint

    Date:05/04/2023

    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 had made a purchase of the Vector 2.0 Robot Pre-order package on December 31 2020. I was under the impression that the product would be delivered within a year. When COVID struck, I thought that progress had slowed down and decided to stick through it. By 2022, the company had started sending out more communications emails stating that they were working on the production of the Vector 2.0 robot. I thought that maybe I just had to wait a little bit longer....

    Now that it is 2023, I have decided that I have waited long enough for a product that I think is never going to come. I contacted support on March 7 and they said that they would process the refund, but it may be delayed. I waited another month and contacted support again, only to get an automated reply that they're experiencing high volumes of support requests and have effectively cut off communications with me.

    I am no longer interested in getting the product (if it ever does come out) and would like a full refund of my $310.73 USD.

  • Initial Complaint

    Date:05/02/2023

    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 for a Vector robot on 6/5/22, order #*****, and as of 5/2/23, this has still not shipped. I've sent 5 emails since 1/28/23 to Digital Dream Labs support requesting my order to be cancelled and to be issued a full refund. There is no other way to contact them for support, so I must send an email which always goes unanswered, except once where they responded to stop inquiring because it's opening more tickets for them. I received an email on 4/27/23 from Matt H*** (**********************.com) looking to ship out this product, and that "Shipments will go out within 24 hours of receiving a response." I replied less than 12 hours later explaining I've been trying to cancel and get a refund for the $577. Again this goes unanswered. At this point, I want nothing to do with this company or their product. This company seems like a fraud who is just taking money and refuses to refund money for items they didn't actually sell. Can you please help to get resolution to this matter?

  • Initial Complaint

    Date:05/01/2023

    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.
    Company name: Digital Dream Lab. Product: Butter Robot.

    I preordered the butter robot on November 15, 2020 for a total of $147 with a release date promised within approximately a year. My order number is: *****. I continued to go to the website and they offer no reasoning, just delays. I finally reached out to the company on March 17, 2023, where after some back and forth they assigned me Case Number: ****** and offered me a refund, the refund was offered on March 29, 2023. Since then I keep checking back and they tell me to be patient they are working on many refunds and open tickets. I have all the email correspondence and want a full refund.

  • Initial Complaint

    Date:05/01/2023

    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.
    3 years ago (2020) I purchased the Butter Robot preorder. after promises of deliverance, the company has acknowledged and then backtracked on their promise to refund my money. they claim they are backlogged in customer tickets at the moment. I spent $150 on this Adult Swim backed product. based on all the complaints, there ought to be a class action lawsuit with regard to Digital Dream Labs. they are running a scam.

  • Initial Complaint

    Date:05/01/2023

    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 pre-ordered my son a Cozmo robot in December 2020 for Christmas. Digital Dream Labs never sent the product. This was over $200. My son is years older now and no longer interested. I contacted DDL over 10 times for a refund. They would respond at first, with a generic response telling me my refund was on the way but never actually sent it. I sent them about $215 and never received a product OR a refund, and they just stopped responding now. I contacted PayPal to complain as well but since I've been waiting for this product for over two years PayPal could not give me a refund.

Digital Dream Labs is NOT a BBB Accredited Business.

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