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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:03/13/2023

    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.
    On November 16, 2020 I sent a payment of $147.00 USD to Digital Dream Labs LLC to pre order the "Butter Robot". The pre-order time came and went and communications from Digital Dream Labs were sparse. The updates they did provide never showed a completed device, only parts at best. It's been almost 3 years at this point (2 years over the original delivery date) and they still haven't provided any concrete time table to provide the already paid for item.

    On February 18, 2023 I requested a cancelation of my pre-order for the butter robot and a refund. I was able to reach a real person via the support email chain on February 23, 2023 and restated my want to cancel my preorder. 2 days later on February 25, 2023 they asked for my paypal email in order to process the refund, which I gave them. I haven't heard back since. I waited a week and checked on the status March 3rd with no response, March 6th with no response, and finally again on March 8th with no response and mentioning I'd have to bring this to the BBB if I didn't hear back. There has been no response and it is March 13th.

    This company seems to be completely unscrupulous and their failure to provide the item so many paid for including myself while using our money in service to the company speaks to it being some sort of scam.

  • Initial Complaint

    Date:03/12/2023

    Type:Service or Repair 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. The refund has not shown up in my account but I was informed that it could take 5-7 business days. I received this notification from them yesterday (12MAR2023). If the refund does not show up in my account within 7 business days, I will contact them before I contact your element. 

    Thanks a lot for your assistance with this matter! 



    Regards,


    ****** ******
    ed the item. Since I did not receive any feedback, on 9FEB2023 I submitted a request for cancellation/refund on their website by opening a help ticket (# 374574). I received an automated response, but I have not received an official response from the company yet. I send them an email on 23FEB2023 for a status but no response. Once again, I submitted another ticket (# ******) on 7MAR2023 but no feedback so far. As of today, it has been 122 days since I ordered the item. Thus, the reason I am requesting for the order to be cancelled and for me to obtain a refund. I am looking forward for your assistance with this matter.

    Business Response

    Date: 03/12/2023

    Hi BBB,

     

    We have refunded the customer on March 12, 2023 and notified the customer via our Support Desk. We do apologize for the delay.

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:03/09/2023

    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.
    Purchased a Vector 2.0 on 21 April 2021. Would receive emails on development progress. Fall of 2022, requested refund but was denied. Received email late about regulatory approval and that I would receive another email the first week of Jan 2023. No email was sent. Requested order status via email, 7 Feb 2023, no response, case #******. Contacted them again, late Feb, requesting update on case and requested refund, still no response. They are just ignoring me.

  • Initial Complaint

    Date:03/09/2023

    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.
    I purchased from this company in November 20, 2020, Order #***** for Butter Robot $147.00. it's been 3 years and the company has never delivered the product. They have lied to customers for three years now about their progress, constantly promising to send orders out in the next quarter. Requested a refund only to receive a case#. It's been a month since I've requested the refund and no response. Unacceptable

  • Initial Complaint

    Date:03/08/2023

    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.


    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: 03/09/2023

    Hi BBB,

     

    We have processed the refund for the customer on March 9, 2023 and notified the customer via our Support Desk. We do apologize for the delay.

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:03/08/2023

    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.
    The Cosmo robot was ordered on November 28, 2020. I have emailed them several times about the ship date of the robot. They have assured me "they're on the job" and will get back to me asap. Never happened. First they were shipping in May of 2021, then problems arose...then eventually they offered my money back. I told them that would be appreciated...still nothing. I have over 30 emails that I have kept from these people promising to get back with me...nothing. I'm tired of being ignored. The order number is #*****. In April they said I would have my refund in 3-5 days (last year). I've been waiting for this robot or a refund for 28 months. Now, my grandkid doesn't want the robot...she's too old. Help me out here, please. I told her she could have the money in lieu of the robot. The company has had my $214.00 since November of 2020. Thank you in advance for any answer I might receive.

    Kind regards,
    ***** ****

  • Initial Complaint

    Date:03/08/2023

    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 paid for a Butter Robot from Digital Dream Lab under the impression that the item would be sent by the end of the year. This was 2021. I contacted them last year and spoke to someone via email and they said they'd send me a refund. They never sent it. I've been getting the run around for a year now. Either they ignore my emails or they make it seem like it will be issued and then they don't. Their phone number doesn't even work! I want my $197 refund for my order (*****)

    Business Response

    Date: 11/05/2024

    Customer has received their refund via Bill****
    Funds were processed on 3/30/23 and has returned on 4/05/23
    Below is a screenshot of our refund receipt from our Bill**** page.

  • Initial Complaint

    Date:03/07/2023

    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, assuming the full refund amount appears in my account within 5 to 7 business days from Tuesday, March 7, I will find that this resolution is satisfactory to me. 



    Regards,



    Rebecca P*******arch 3, 2023, after a week of waiting, I sent a follow up email to Jacob H******, Catherine W** and the company’s general support team but still have received no response. It is now March 6 and I am relatively certain I will be ignored indefinitely without assistance from the BBB. I am seeking a full refund in the amount of $147.00.

    Business Response

    Date: 03/08/2023

    Hi BBB,

     

    After getting the customer's confirmation on the refund details, we have refunded the customer on March 8, 2023 and notified the customer via our Support Desk. We do apologize for the delay.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:03/03/2023

    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.



    Hello, I am contacting BBB again after going through a refund process with Digital Dream Labs support. I was in contact with someone and I gave the proper information to get my refund. It has been over 5-7 business days since then, and I have yet to receive any update or confirmation about the refund. A prompt refund will gladly resolve my issue as 5-7 business days have already passed.




    Regards,



    ****** ***

    Business Response

    Date: 03/04/2023

    Hi BBB,

     

    We have searched our Support Desk for emails from the customer using their name (****** ***) and email (***********@gmail.com), and have found no emails from this customer enquiring about their order or requesting a refund. If the customer would like a refund, please email our team at [email protected] so that we can verify information for cancelling and refunding their order. If the customer used a different name or email to communicate with us, please let us know and we can look it up as well.

     

    Warm regards,

    Digital Dream Labs

    Customer Answer

    Date: 04/05/2023

    Hello, I am reaching out to this email for an update on my complaint status. It has been almost a month since last contact with Digital Dream Labs and have yet to receive an update from them as well in regard to my refund.
    I was last in contact with a Cathrine from Digital Dream Labs Support via helpscout.net
    And was assigned case number ******, It's been well over 7-12 business days since i've last talked to them and i still havent been issued a refund.

    Looking forward to hearing from you with warmest regards,

    ****** ***

    Customer Answer

    Date: 05/30/2023

    I am reaching out to you in regards to my pending dispute with Digital Dream Labs. I have been reassigned a case number three times for the same issue and I feel like this is pushing back my position in getting my refund back. Another thing I'd like to address is the use of "Holiday season", as far as I am aware the months for holiday season are from early November to the beginning of the new year.
    Original case number- ****** 3/6/23
    Second given case number- ****** 3/17/23
    Most recent case number- ****** 5/27/23
    Seeing how it's been re assigned a case number three times now I find this odd due to my most recent out reash was a different person named Angelie responding to a different email intended for Catherine. 

    I have attached the following Snippets for your reference,

    Warm regards,

    ****** ***

  • Initial Complaint

    Date:03/02/2023

    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. 

    Hello ********,


    Wanted to give an update on my case, ID ********. Filing an official complaint with BBB seems to have done the trick and Digital Dream Labs has finally refunded me. As far as this complaint goes I am satisfied, so the BBB can consider this case closed.

    Thank you for your assistance!

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





    Business Response

    Date: 03/06/2023

    Hi BBB,


    We have refunded the customer on March 6, 2023 and notified the customer via our Support Desk. We do apologize for the delay.


    Warm regards,

    Digital Dream Labs

Digital Dream Labs is NOT a BBB Accredited Business.

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