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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: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.
    We had purchased a Cosmo 2.0 from Dream Labs website back in Feb 9, 2022 . We were told expected delivery of Q3 of 2022 . After waiting almost most then a year we emailed support asking for a refund . They had mention on Jan 17 that our refund request had been forwarded to billing but since then we have not received any refund and support has not responded to any of our request for any updates.

  • Initial Complaint

    Date:03/19/2023

    Type:Product 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 made a purchase with digital dream lands for a product after multiple lies I asked for a refund as soon as I asked for a refund they stopped responding to me emails.

    Business Response

    Date: 08/06/2024

    Customer had received communication from us regarding their refund in March of 2023
    Below are screenshots of the communication and confirmation of the refund on our Shopify order page.

  • Initial Complaint

    Date:03/18/2023

    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 been trying to get a refund for a preorder that has been long overdue. The company has not responded to my requests for a refund after the initial confirmation that they would issue a refund. My credit card company has not been able to resolve the issue with them either, which has made me not be able to receive a refund from them.

  • Initial Complaint

    Date:03/17/2023

    Type:Product 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.
    I just received this email earlier today from the Business. I’ve told them multiple times that I wanted the refund and I’ve even sent a refund request when I got an email about my order. They’ve done nothing but try to get out of refunding me. I just thought I should let you know.
    I would always like to say they have not tried to email about shipping I haven’t heard from them since March 13th.

    Thank you,
    ****** ********nal payment method. Please let us know if we can proceed with the refund.” I responded with yes please and asked when I could expect to see the refund. And I have not heard anything back. I’ve emailed a couple more times after and still have not heard anything. I really do not want to have to take any serious legal actions but I will do what I can to get my refund back. I should not have this much problems from this company, but I’ve heard I’m not the only one. Please help in anyway way you can. Thank you.

    Business Response

    Date: 10/18/2024

    Customer has received instructions on how to complete their refund through a Bill**** account
    Funds have been processed on 10/3/2024 and are to return within 3-5 business days
    Below is a screenshot of our refund receipt from our Bill**** page

    Customer Answer

    Date: 10/19/2024



    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,



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

  • Initial Complaint

    Date:03/17/2023

    Type:Product 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 pre-ordered a robot from this company back in 2020 and asked for a refund, which they offer, back in January 2023. They sent an automated mail but have not followed up on this. I'm still waiting and believe they have no intention of following through.

    Business Response

    Date: 10/30/2024

    Customer has received instructions on how to complete their refund through a ******** account.
    Funds have been processed on 10/22/24 and have returned on 10/23/24
    Below is a screenshot of our refund receipt from our ******** page.

  • Initial Complaint

    Date:03/16/2023

    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.
    11/2020, Crowd funded Butter Robot $147.
    Failed to produce product.
    I specifically told Catherine at DDL that my debit card is no longer valid I made the purchase on. I no longer have that bank account as well. The bank told me to get a company check from DDL for the refund. Haven't heard back from Catherine.

  • Initial Complaint

    Date:03/16/2023

    Type:Product 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.
    Date of transaction: August 27th 2022
    - Did not receive the Vector 2.0 and Cosmo 2.0 that I ordered which they claimed would ship out in Q4 2022.
    - Requested for a refund for both robots.
    - Given 2 case numbers: ****** and ****** but nothing was done.

    Business Response

    Date: 07/22/2024

    Customer received communication regarding the delay regarding refunds
    Customer did receive their funds through a chargeback as seen on our Shopfiy order page
    Below are screenshots of communication and their chargeback being accepted in the customers favor

  • Initial Complaint

    Date:03/15/2023

    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.
    I pre-ordered a Cozmo robot from Digital Dream Labs April 29th, 2021. I got the confirmation email at 1pm on that day. It was said to be estimated it would ship sometime in August of 2021. In August received email stating they were finishing Testing phase. Next email wasn't until October 2021 stating it was in production. Later in October got email stating that Worst Case scenario it would be delivered Feb 2022. Subsequent emails come in stating that this or that they have problems, can't ship but soon. I sent email July 11 2022, asking for reassurance I'd get the item I ordered. They responded with check the blog, where there were no updates. FInally in November 22 I asked for a refund as I was sure I wasn't getting the product. They respond asking if I'm sure. I say yes. I send another email in Nov asking why I haven't gotten refund. FInally DEC they say they are still 'processing'. It has been years since ordered, and no refund no product. I want my 219.99 back. This is bad business practice, and it seems they have sold me vaporware.

  • Initial Complaint

    Date:03/14/2023

    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 submitted a complaint on 3/14/2023 against Digital Dream Labs.  The complaint was assigned ID ********.

    The company is yet to respond, even though lots of other similar complaints have had a response.  Would you be kind enough to follow up with them and chase a reply?

    Best wishes

    ******e heard nothing.

    This company is awful, constantly delaying, distracting, not replying etc etc. I want my money back now without further delay.

  • Initial Complaint

    Date:03/13/2023

    Type:Product 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.

    Although I eventually recieved this product years later, I am unable to use the Vector because the business has closed down all the servers to be able to set up the Vector itself as it is all cloud based. The product recieved is at best a paper weight due to not being able to set the Vector up.

    I have sent numerous emails to return for a refund when I reiceved the product and all of these had been ignored.

    You just have to look at their inactivity on socials to see, or not see their lack of response and accountability to the huge scam. It's been years, and a refund is still deserved due to being miss sold.

    Communication on Twitter and Emails have all been ignored for years.




    Regards,



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

    28th Feb 2023 I recieved an email stating they wanted either my full address to continue to confirm the order or I could request a full refund. I chose a full refund and went through all the details it requested. I have yet to recieve any refund, product or even communication now.

    I expect a full refund as this was promised on numerous occasions as well as the fact the money has not been used accordingly to my consumer rights. I have not recieved my promised product and I have not refunded a penny back. So have I had my money stolen?Fraud? Not if they refund in a timely manor which they have yet to to.

    Very unhappy but I'm glad I'm not the only person in this situation with them.

    PayPal's conversion rate: 1 GBP = 1.27473 USD
    Converted from: £285.71 GBP
    Converted to: $364.20 USD

    I have all documentation in the form of emails bac and forth including PayPal current conversion rate for the order at the time.

    I am owed £285.71 GBP

    Business Response

    Date: 07/22/2024

    Customer has since received the product and does not require a refund
    Below are screenshots stating the products processing and delivery date.

Digital Dream Labs is NOT a BBB Accredited Business.

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