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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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/30/2023

    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 product sold by Digital Dreamlabs (Cozmo 2.0) (order #*****) on November 26, 2021 and have yet to receive my delivery. I contacted support by email, and a person named Catherine offered me several solutions, including a refund for my order. I requested my refund on February 22, Catherine asked me to confirm my PayPal on February 23, and since then I have had no response from her, despite ma y follow-up on March 5, March 22, March 23 and March 27.

    Here are the 3 email addresses of their companies that I have :
    - ****************************** * ************************** * ****************************

  • Initial Complaint

    Date:03/29/2023

    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.
    I purchased a Vector 2.0 AI Robot Companion from this company on Nov. 28, 2022. My credit card was charged. I have still not received the product or a refund. The company initially said it would try to fill the order by Christmas, then email and said it would be filled by the end of Q1 2023. Which is in two days. The company has not responded to repeated emails in which I tried to check on the status of my order. The company's website now says the product is in stock and shipping next day, which is deceitful at best.

    Business Response

    Date: 04/18/2023

    This Order was delivered on April 6th to the customer. Please see attached references for both tracking and order completion. 

  • Initial Complaint

    Date:03/29/2023

    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 11/19/2020 I placed an order for a butter robot. Almost 2 and half years later I still have not received the product. My order number is *****. I'd like a full refund of the 147 dollars I paid them.

    Regards

    ***** ********

  • Initial Complaint

    Date:03/28/2023

    Type:Delivery Issues
    Status:
    Resolved
    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 find that this resolution is satisfactory to me. 

    Regards,

    **** *****

    Business Response

    Date: 11/05/2024

    Customer has received instructions on how to complete their refund through a ******** account.
    Funds have been processed on 10/22/24 and are to return within 3-5 business days
    Below is a screenshot of our refund receipt from our ******** page. 

  • Initial Complaint

    Date:03/28/2023

    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 purchased the Cozmo preorder on May 19, 2021, with promises made by the company that it would definitely be there by Christmas, or at the least mid-February of the following year.

    The product has yet to arrive. I reached out to DDL in January to request a refund, and after some back and forth, I have heard nothing, despite reaching out twice over the last month.

    I purchased this product almost two years ago, and after repeated promises that it was coming soon, it hasn't arrived.

    At this point, I just want a refund.

    ORDER #*****

  • Initial Complaint

    Date:03/22/2023

    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-ordered a Cozmo 2.0 for my daughter on 4/17/21 and the amount of the purchase was 219.99. The order number is *****. I'm submitting a complaint due to not receiving a refund even though I've been requesting it since December 5th. It's bad enough that the toy has been pre-ordered for almost 2 years now but they should at least send refunds on time. They reply that the refund is processing or that they had to migrate systems but I still do not have a refund. My daughter is older now and this toy does not interest her any longer. Please assist with getting our refund successfully sent.

  • Initial Complaint

    Date:03/22/2023

    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-ordered the butter robot in November 2020. Every time I emailed DDL on a status, I was told that they will have updates on the butter robot. I even gave them my order number, 31393. They found me in their system, and even promised to refund me the money. But it has been almost 2 years and four months since I pre ordered the butter robot, and have not received it, or even the refund. I have been asking for a refund almost two years with no avail. I am just requesting to get the refund. I don’t care about the butter robot anymore. DDL has ignored my emails every time I request a refund.

  • Initial Complaint

    Date:03/21/2023

    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.
    Date of Transaction: 4/27/2022
    Amount Paid: $330.96 (Coding Workbook & Cozmo 2.0 Robot)
    Their Commitment: To provide the Cozmo Robot in a reasonable timeframe. I expected 3 months to be sufficient and was expecting it by July 2022. That didn't happen, so I expected the robot to be shipped at least by Christmas of 2022, but that didn't happen either. By the 2nd week of December 2022 I started emailing stating I wanted a refund.
    Nature of Dispute: Refund of amount paid.
    Did they resolve? No. I've emailed them multiple times from December 22 to current day advising I want a refund. Each time they just say "They are working on it...". It's been 4 months and I still don't have my refund or even an expectation of when I will be refunded.
    Account/Tracking: Order # *****

  • Initial Complaint

    Date:03/21/2023

    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 placed an order for a product of theirs back in November 2020 and was promised to have it shipped by 2021. It is now 2023 and I have not received it nor does it seems I ever will. I reached out in January for a refund and still have not received it and tried recently reaching out again but have not received any reposnses. I am no longer interested in the product since it does not seem I will ever receive and I want a full refund like I requested back in January

  • Initial Complaint

    Date:03/21/2023

    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.
    On 11/25/20 an original order (#*****) in the amount of $197.00 was placed for the Cozmo 2.0 robot with expected delivery in May of 2021. This date was delayed repeatedly for a number of reasons provided by the company. After further and further delay I began to request a refund. These repeated requests have not been fulfilled despite 7 months of requests.

Digital Dream Labs is NOT a BBB Accredited Business.

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