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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: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.
    I purchased a product for near $500 and have never received it. I have tried numerous time to email them and I received the same generic response each time.

    Business Response

    Date: 02/16/2023

    Hi BBB,

     

    On January 26, 2023, we asked the customer whether they wanted a refund. We did not hear back from the customer until February 15, 2023. We replied on February 16, 2023 to confirm whether we can proceed with the refund back to the original credit card used. We have not heard back from the customer yet. Once the customer confirms, we can proceed with the refund. We'll wait for the customer's confirmation.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:02/15/2023

    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 purchased a pre-order for “The Butter Robot” from Digital Dream Labs on November, 20, 2020 with Order #*****. The purchase made the promise of delivering the finished product by May of 2021 which has since lapsed for over a year and a half. Digital Dream Labs stopped providing updates on the status of the product last year and has shown no signs of fulfilling this order. I paid $147 USD through PayPal for this product and requested order cancellation and refund through Digital Dream Labs back in January. They responded with a case number, ******, and then stopped replying for updates for the past month after the initial reply and refused to even confirm receipt of my emails.

    Business Response

    Date: 02/16/2023

    Hi BBB,


    We have refunded the customer's refund request on February 16, 2023. We have notified the customer of the refund. We do apologize for the delay.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:02/14/2023

    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 find that this resolution is satisfactory to me. 



    Regards,



    ****** **** email requests for my patience

    Business Response

    Date: 02/17/2023

    Hi BBB,


    We have reached out to the customer on February 14 and February 17, 2023, asking if we can proceed with the refund back to their original payment method. We have gotten no reply from the customer. Once the customer confirms that we can proceed, we can process the refund. Please email us at [email protected] to confirm we can proceed with the refund back to the original payment method.


    Warm regards,

    Digital Dream Labs

    Customer Answer

    Date: 02/23/2023

    Hello. Yes, I would like digital dream labs provide my refund back to my original payment method. Thank you. 

    Business Response

    Date: 02/24/2023

    Hi BBB,

     

    We have received the customer's confirmation to refund back to the original payment method. The customer's refund request has been processed on February 23, 2023 and we have notified the customer via our Support Desk. We do apologize for the delay.

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:02/14/2023

    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 preordered the Butter Robot in Late 2020, initial delivery estimate was spring 2021 I believe. I gave it two years, with very limited updates sent directly to the consumer. I requested my refund around September 2022, and have spoken to two different customer service reps who both went completely silent. This product has still not yet been released, and even if it was I no longer want it.

    Business Response

    Date: 02/17/2023

    Hi BBB,

     

    We contacted the customer on February 15, 2023 asking for their PayPal email for the refund. We have not heard back from the customer yet. The customer can email us at ************************.com and provide their PayPal email for the refund.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:02/09/2023

    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.
    Hello, On 1/30/21, I placed a $219.99 pre-order purchase using PayPal for a Cozmo 2.0 robot through Digital Dream Labs LLC hoping to use for my daughter's education during Covid. Digital Dream Labs have continued to send production update emails to their clients, but the item has never shipped. I attempted to call their customer service and headquarters numbers for answers, but they went straight to voicemail with no response. Now their headquarters number has been disconnected. Customer Service Number: ###-###-#### Headquarters: ###-###-#### After long delays, I then requested to cancel the order for a refund. However, they have not been responsive. I also sent requests directly through their website but with no response. I would like to request a refund of my $219.99 purchase. Having tried Digital Dream Labs directly with no success, I'm now asking for your help. I attempted to dispute the transaction through PayPal but I was past their 180-day guideline. I have attached the order confirmation from 1/30/21, as well as my most recent emails to their support team beginning on 2/4/23. Please let me know what else I can provide. Thanks for your time and assistance. - ******

    Business Response

    Date: 02/23/2023

    Hi BBB,

     

    We have processed the refund for the customer on February 23, 2023 and notified the customer via our Support Desk. We do apologize for the delay.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:02/07/2023

    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 order a robot called Cozmo DEc 1 2021 for $280.97. I thought I was getting this for Christmas 2021 for my grandson. after It didn't arrive I tried to contact them. I just got a generalized email back and said they were behind. I have have sent numerous email and have tried contacting them thru their website , replying to previous emails, and Facebook. I never get a real answer to where or why I have not received this robot. the responses to my emails are vague and generalized from a blog. i can not ever reach a real person . this is frustrating. i no longer want this item since I am sure I will never get it. I want my $280.97 back. I also contacted them telling I wanted my money back but I do not get a reply. I could really use my money. I fell they stole my money otherwise I would receive my robot and not get the runaround. this company needs to be stopped there are more people like me out there too. its a scam I think. they are still posting things on Facebook and have a website. There is no contact info though. Can you help get me my money back please?

    Business Response

    Date: 02/09/2023

    Hi BBB,

     

    We contacted the customer on February 7, 2023 to confirm that we can proceed with their refund back to the original payment method. We sent a reminder on February 8 and 9, 2023, but have not gotten a feedback. We will continue to contact the customer via our Support Desk until we can get confirmation to process the refund.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:02/07/2023

    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 find that this resolution is satisfactory to me. 



    Regards,



    ****** *****

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    On February 6, 2023, we sent the below message to the customer.

    "Thank you for contacting DDL support. We do apologize for the delay in processing your refund request. The refund will be going back to the original payment method. Visa ending in ****. Can we proceed with the refund going back to this credit card?"

    Our system only allows us to refund back to the original payment method. The customer replied that they no longer have the card. We replied on February 7, 2023 for them to contact their bank to let them know that a refund is going back to Visa ending in ****. 

    Once we get confirmation from the customer, we can proceed with the refund.

    Warm regards,

    Digital Dream Labs

    -----------------------------------------------

    Hi ********,

    How are you? After submitting my reply for ID ********, the customer confirmed that we could proceed with the refund and I just refunded the customer and notified her.

    Thank you for helping update my reply.

    Warm regards,

  • Initial Complaint

    Date:02/07/2023

    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.



    the refund mentioned in the email has not yet taken place. Please leave open until refund is confirmed. 

    the last time they emailed me saying it will be processed, nothing happened and they stopped responding until I contacted Bbb

    they have continually lied and sent misleading emails regarding production see attached email suggesting near completion/shipping soon is implied 

     





    Regards,



    **** *******

    Business Response

    Date: 02/08/2023

    Hi BBB,

     

    On February 7, 2023, we refunded the customer (ID ********) and notified the customer via our Support Desk.


    Warm regards,

    Digital Dream Labs

    Business Response

    Date: 02/11/2023

    Hi BBB,

     

    We processed the refund for the customer on February 7, 2023 and notified the customer via our Support Desk. Attached is a screenshot from our system where the refund transaction was successful. Depending on their bank, it may take 5-7 business days.  Here is the refund Authorization key *************************** to show to their bank to enquire about the refund. 

     

    Warm regards,

    Digital Dream Labs

    Customer Answer

    Date: 02/11/2023

    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 would like to hear from Jacob H****** in regards to the failed butter robot pre order. Their lack of transparency with the group and less then satisfactory communication warrants an explanation. Not empty platitudes.

    A proper;

     “this went sideways, this is why it did, and I’m sorry for the substandard customer service while holding your money hostage for 3 years” sincerely Jacob Hanchar - end quote


    Regards,



    **** *******

  • Initial Complaint

    Date:02/04/2023

    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-order purchased "The Butter Robot" from Digital Dream Labs on December 13, 2020. They intermittently posted updates regarding the status of the product; however, their last update was on August 29th, 2022 and they have previously stated that they were honoring refunds on the pre-ordered products due to delayed manufacturing. I reached out to their support service, which was initially responsive, but after I confirmed that I wanted my refund they have not responded for numerous days. My order number is #***** and I paid $197. I am just wanting my money back at this point, especially since after some research into their company it seems like they are operating a near scam-level business.

    Business Response

    Date: 02/08/2023

    Hi BBB,

     

    On February 8, 2023, we notified the customer (ID Butter Robot) that we have processed the refund for their order.

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:02/04/2023

    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.
    Date of Transaction was in August 1,2022
    I ordered a product and paid $375.34

    After 4 months, they never send me the product. Thus, i asked for a refund. I neither got the product nor got the refund.

    Business Response

    Date: 02/08/2023

    Hi BBB,

     

    We processed the refund for the customer (ID ********) on February 7, 2023 and informed the customer via our Help Desk on February 8, 2023.


    Warm regards,

    Digital Dream Labs

Digital Dream Labs is NOT a BBB Accredited Business.

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