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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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/28/2023

    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 Butter Robot from this company back in November of 2020 for $147. It is now 2023 and I have yet to receive this product that I’ve been waiting for. I emailed the company asking for a refund and haven’t received a response since asking for it. I would like to receive my refund since I’ve asked for it twice now.

    Business Response

    Date: 03/01/2023

    Hi BBB,

     

    We have processed the refund for the customer on March 1, 2023 and have notified the customer via our Support Desk. We do apologize for the delay.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:02/26/2023

    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.
    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. I have not received the refund as the card I made the purchase on has been cancelled. For your reference, details of the offer I reviewed appear below.
     

    Regards,


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

    Business Response

    Date: 03/05/2023

    Hi BBB,

     

    We have processed the refund back to to the customer's original payment method on March 5, 2023. We have notified the customer via our Support Desk. We do apologize for the delay.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:02/24/2023

    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.
    My seven year old saved up over $330 to buy a Cozmo robot in April 2022. After waiting 6 months with nothing, I had already contacted the company several times to ask when it would ship. They kept promising next month and then another month would go by and nothing. In October 2022 I contacted support to ask for a refund after reading several reviews that the company just took money and never sent products or refunds. They replied twice already to “confirm I wanted a refund” and when I answered yes both times, there was no response at all and I was told there was a refund ticket open and if I kept emailing it would slow down the process. It’s now February 2023 and there has still been no response and no refund. I am beyond livid and my son is so disappointed. This is absolutely unacceptable.
    My order #***** needs to be cancelled and I want a full refund to my original payment method. If they reply here that they have asked me to confirm and I didn’t respond like they have on others, it’s a complete lie. Just refund my money!!!!!!!!!!!!!!!!!

    Business Response

    Date: 03/05/2023

    Hi BBB,

     

    We have contacted the customer and processed their refund on March 5, 2023. We have notified the customer via our Support Desk. We do apologize for the delay in processing the customer's request due to the emails being flagged for profanity. 


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:02/24/2023

    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.
    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.
    What they said was a lie and I have proof. They did not send me anything I did not respond to??. I will clearly show proof of entire conversation sent from me. I’ve been hounding them about my refund, they even stated that my account was send to, “concern department”. It’s been months when they finally sent me the email to confirm whether I wanted them to send me the product or apply for refund. They are liars. I didn’t know about the last couple emails as I been waiting for responses. As you can see with the dates of the emails, the they left me hanging for days. Unaware of anything and giving me very little information accept. 

    Regards,

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

    Business Response

    Date: 03/06/2023

    Hi BBB,


    We have sent emails to the customer on March 5 and 6, 2023 and have not gotten a reply back from the customer. We need to the customer to verify the refund details so that we can process the refund. Once the customer confirms the refund details, we can proceed with the refund. We do apologize for the delay.


    Warm regards,

    Digital Dream Labs

    Business Response

    Date: 03/09/2023

    Hi BBB,

     

    We reached out to the customer on March 5 and 6, 2023 with no reply from the customer. On March 8, 2023 the customer responded and we refunded the customer on the same day. We have notified the customer via our Support Desk.

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:02/23/2023

    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: 03/05/2023

    Hi BBB,

     

    We have refunded the customer back to the original payment method on February 25, 2023 and notified the customer via our Support Desk. We do apologize for the delay.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:02/21/2023

    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 paid US$344.49 for a Cosmo 2.0 on January 5th 2022 order #*****. I sent them a request for a refund via email on January 10th of 2023 and they replied on the same day giving me confirmation that Digital Dream Labs had received my email and assigned me the case number of ******. The next day I was asked if I was sure I wanted to cancel my order and I stated that I would still like to cancel the order to which they responded with "This is Muhammad with Digital Dream Labs. Thank you for writing in - I understand you are seeking a refund for your order. We are processing order changes, including refunds, as quickly as we can in the holiday season. Your Case Number is ****** and will be held open until your request is fulfilled." On January 30th of 2023 I emailed Digital Dream Labs in an attempt to get a progress update as it seemed to be taking an unusually long amount of time to get the refund. Digital Dream Labs responded on February 1st 2023 that they had already forwarded my refund request to their billing team and that I will be notified when the refund is initiated. I have yet to receive any further message from them and I have not yet received the refund either.

  • Initial Complaint

    Date:02/20/2023

    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.   A refund has now been issued by the business.



    Regards,



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

    Business Response

    Date: 02/22/2023

    Hi BBB,

     

    We have processed the refund for the customer on February 22, 2023 and have notified the customer via our Support Desk. We do apologize for the delay.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:02/19/2023

    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 went through all the steps to have my sons Cozmo robot repaired starting in September 2022, due to it no longer taking a charge. I knew it just needed a new battery installed, but I still paid for the diagnostic and when they determined it needed a new battery I paid for the repair and shipping. I shipped it to their repair facility in October 2022. They fail to provide regular updates. It has now been 4 months that they have had it and just needed to replace the battery. I have emailed many times and asked what is going on just to occasional receive a generic email back telling me there is a delay but it is still being repaired. I have sent multiple emails wanting a status update recently and to let them know I was unhappy with their service and received no correspondence back. They have no other way to reach them besides email. So I felt it necessary to report them because I am sure I am not the only one having this issue.

  • Initial Complaint

    Date:02/19/2023

    Type:Delivery 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.
     

    Regards,



    ****** *****

    I have reached out to the business sending emails regarding my paypal refund information to email address *********************** to which i have received no reply. emails were sent 03/07/2023. no refund has been shown to have processed on my paypal account and I am concerned that accepting the business response will allow them to stall on processing said refund. I realize that the email was sent only 4 days ago but i am not sure how long to wait. 

    our store
    Order summary
    The Butter Robot × 1
    $147.00

    Subtotal

    $147.00
    Shipping

    $0.00
    Taxes

    $0.00
    Total

    $147.00 USD
    Customer information
    Shipping address
    *** ***** *** ******* *** ***** ** ********** United States

    Billing address
    *** ***** *** ******* *** ***** ** ********** United States

    Shipping method
    Free Shipping

    Payment method
    Paypal — $147.00

    If you have any questions, please Contact Us

    Business Response

    Date: 03/06/2023

    Hi BBB,


    We have sent emails to the customer on March 2, 3, 5 and 6, 2023 asking for order refund confirmation and have not received a reply from the customer. We need the customer to confirm some details before we can proceed with the refund. We will continue to email the customer until we can get a reply and will process the refund accordingly. 

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:02/16/2023

    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.
    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.


    I was unable to contact support originally because their website's contact page remains in perpetual maintenance. 

    https://www.*************************************

    I have since emailed them with the provided email address and am awaiting an immediate refund. This complaint will not be marked resolved until a refund is issued. 



    Regards,



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

    Business Response

    Date: 02/16/2023

    Hi BBB,

     

    Based on the complaint, we have located the customer's order, but there is no communication from this customer from his name or email that requested a refund. We cannot process a refund, without a formal request from the customer. This BBB complaint is the first time, we are seeing a request for this customer.  If the customer would like a refund, please have him email us at [email protected] and request a refund. We will verify the order information and process the refund.

     

    Warm regards,

    Digital Dream Labs

    Business Response

    Date: 02/18/2023

    Hi BBB,

     

    Please find attached screenshots of the refund processed on February 17, 2023 and completing on February 18, 2023. The refund was processed on February 17, 2023 and completed on February 18, 2023.

     

    Warm regards,

    Digital Dream Labs

Digital Dream Labs is NOT a BBB Accredited Business.

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