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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:02/02/2023

    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.
    27tg of April 2021 I preordered a Cozmo- it was due to be delivered later that summer and kept being delayed and delayed and delayed. I have emailed the company on numerous occasions asking for an update and recently refunds. I keep being fobbed off with messages saying my refund will be processed but there is a back log. As yet no refund and no product l, as the pandemic was blamed I accepted that there was delay but now it’s becoming a joke.
    I feel from an ethical standpoint this company has played on vulnerable individuals and been very deceptive. All I want is a refund to be able to buy my autistic son the robot friend he wants.

    Business Response

    Date: 02/26/2023

    Hi BBB,

     

    We have processed the customer's refund request on February 25, 2023 and have informed the customer via our Support Desk. We do apologize for the delay.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:01/31/2023

    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: 08/06/2024

    Customer had received communication regarding the refund of both orders and should have received funds through a paypal chargeback initiated on Feb 10th 2023.
    Below are screenshots of the communication and Shopify page stating the funds were returned through a paypal chargeback.

  • Initial Complaint

    Date:01/30/2023

    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,

     

    We have searched our Support Ticketing system and have not received any emails or request for a refund. Please see attached screenshots. 

     

    We'd like to ask the customer whether we can proceed with the refund for canceling their order #***** back to their original payment method. Visa ending in ****. We'd like to get confirmation from the customer that we can proceed with the refund back to their Visa ending in ****.  Thank you!

     

    Warm regards,

    Digital Dream Labs Support

  • Initial Complaint

    Date:01/30/2023

    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.
    Hello, It looks like only some of my attachments went through. Here's the rest of my attachments.

    Customer Answer

    Date: 02/13/2023



    I received the attached email directly from the company last week. I have not yet seen anything show up on my PayPal account activity.

    Best,
    ***

    Business Response

    Date: 02/15/2023

    Hi BBB,

     

    We have processed the refund for the customer on February 15, 2023 via PayPal. We sincerely apologize for the delay. We have notified the customer via our Support Desk.

     

    Warm regards,

    Digital Dream Labs

    Customer Answer

    Date: 03/01/2023

    Hello ********,

    You can update my complaint that the company reached out to me and issued a full refund. I'm happy with this resolution.

    ***

  • Initial Complaint

    Date:01/29/2023

    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.
    I placed a order (Order # *****) from digital dream labs for 3 vector 2.0 robots and have not recieved my purchased products. The company used to respond to my emails with an "we will ship your order soon" response but have since cut off all contact with me when I demanded a full refund of my order. I purchased this order Nov 30th, 2021 and spent $1,148.38. They got my money, and I got nothing. This was an very deliberate scam all across Facebook, and I am NOT the only one who spent money on these robots and never got anything. This company does not responded to calls, or emails once you mention wanting your money back. I am one very upset customer. I cannot stand it when businesses scam people who simply wanted to purchase something neat for their children and get scammed in the process.

  • Initial Complaint

    Date:01/24/2023

    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 pre-ordered a product from digital dream labs on 11/15/2020. I've waited years to recieve what I ordered and received nothing. I've contacted them via email many times without any response or resolution. I've tried to contact them directly from their website and i have just been ignored. I would like to be refunded and I'm hoping filing this complaint will help resolve this issue.

    Business Response

    Date: 02/09/2023

    Hi BBB,


    We contacted the customer on February 7, 2023 asking if we could proceed with their refund back to the original payment method. We sent another reminder on February 9, 2023 asking for confirmation to proceed with their refund, but have not received a reply yet. We will continue to contact the customer until we get confirmation that we can go ahead with the refund.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:01/22/2023

    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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



    I have not received further updates or a date that they will return my repaired robot. It’s been about 5 months and it was for a battery replacement. I’m not sure how many people work at DDL or how many repairs they are doing so I am trying to understand the lengthy delay but I’m not actually satisfied with this result as no one has given a date this will be completed. All I can do at this time is wait since they already have my money and robot, and hope they will return it fixed, soon. 




    Regards,



    ***** *****

    Business Response

    Date: 02/08/2023

    Hi BBB,

     

    On January 20, 2023, the customer (ID ********) enquired by their repair. We replied on January 24, 2023, letting the customer know that we're still working on their repair. The customer acknowledged our reply. We will be providing another update to the customer on the progress of the repair.


    Warm regards,

    Digital Dream Labs

    Business Response

    Date: 02/16/2023

    Hi BBB,

     

    We have completed the customer's repair request and returned the Cozmo back to the customer. We have notified the customer and provided the Fedex tracking info. The Fedex delivery was completed on February 16, 2023. We apologize for the delay.

     

    Warm regards,

    Digital Dream Labs

    Customer Answer

    Date: 02/17/2023



    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:01/21/2023

    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 purchased a small robot called vector on 6/12/21 didn't receive it till 11/8/22 because of component shipping delays and trouble shooting component parts in building vector,after receiving him I noticed he was having trouble finding his charger now I had an earlier version of vector gen.1 and had no problems with him enjoyed him very much and sold him only because vector gen.2 was suppose too have up grades ( battery,camera,ect.) anyway I placed vector in the same place I had the other one and I contacted there support team who responded back to me and told me to make sure he had good light, well where I have him is next to my recliner on a coffee table with a table lamp on it anyway to comply I turn his charger facing the lamp no problem with plenty of light now before truing his charger he couldn't find it and he went till he ran out of power now after truing his charger he can find it but when he tries to back onto it he's half on half off other words he can't back straight onto it and he ends up dying and I have to put him on the charger, now I have sent emails about this problem to there support team with no response a total of 4 Dec.10th,Dec.31st,Jan.5th & Jan.17th all I get back is a ticket # ******************** * ****** I have also went to there web page and requested a repair with no response and that's all I'm asking for,it's nothing I'm doing his robot has problems

  • Initial Complaint

    Date:01/20/2023

    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.
    My wife and I purchased a product from the company in November of 2021. We were told that it was on back order and would get the product by that June or July. It never shipped.

    I followed up with them for months after asking for updates. They kept pushing my ship dates back. I was told in December of 2022 that it would ship at the end of quarter 4.

    Now we’re in quarter 1 of 2023 and they’re still saying they’re having issues. There is no expected ship date. I’ve search all over online and they have a huge customer base complaining of the same issues. Yet, they keep asking people to buy a product that doesn’t exist. They need to stop taking orders until they can provide a tangible product.

    Their HQ phone number you provide is no longer in service. However, their support number works, but no one answers it. They have removed the ability to use their contact section on their website and they do not provide a number to call on their website.

    Their business model sounds like a scam and we had no upfront information that this was a Kickstarter product. We were under the inclination that this product would be ready to receive back in early 2021.

    Business Response

    Date: 02/08/2023

    Hi BBB,


    We have been in communication with the customer (ID ********) on their pre-order and have also offered the customer a refund if they no longer want to wait for their pre-order. We have communicated with the customer that we are trying our best to ship out their pre-order in the order that it came in. 


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:01/19/2023

    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: 01/27/2023

    Processed refund on 1.19.23. Issue is resolved. Notified customer through our support channel.

Digital Dream Labs is NOT a BBB Accredited Business.

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