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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:01/17/2023

    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 ordered a Vector 2.0 robot back in December 2021, I was told it would take a while and waited. I contacted them again around September asking and they stated all robots would b shipped by the end of 2022, I waited so and never heard back from them since about anything
    I paid $552.98 in total and would like it refunded from them as they clearly won't ship my product
    Here is proof of others also having to refund their pre orders

  • Initial Complaint

    Date:01/13/2023

    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 placed my pre order with DDL for a product in January of 2021. Of the course of the past two years DDL has been giving customers false information on the state of production and delivery for said product. They do not respond honestly to contact requests nor do they give regular updates on the production of products as promised. Many customers and reporters have tried to reach out to DDL to try to get information regarding their products to no success. This does not look good for DDL nor for Adult Swim.

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    The customer, ***** *****, contacted our support on January 16, 2023, and we responded on January 17, 2023. The customer responds back on January 17, 2023 that they want to postpone cancelling their order. After January 17, 2023 we have not received any new requests from the customer asking for a refund.

     

    Please let us know if we can provide further information. If the customer prefers to cancel their order and get a refund, we'd be happy to process it.

     

    Warm regards,

    Digital Dream Labs Support

  • Initial Complaint

    Date:01/12/2023

    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, the company digital dream labs (which bears its name well) made me dream of their vector 2.0, it was last August, since nothing. I had to ask again and again for my money, including Jacob Hanchar the CEO, nothing happened...

    I'm not rolling in money, and I sincerely think that this company is broke. Nevertheless I want my money back.

    My order to be refunded:
    ORDER #*****
    $465.86 USD

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    We have canceled and refunded the customer's order #***** today (ID ********). It will take 5-7 business days for the refunds to appear in the customer's account depending on their bank.  We have also notified the customer via email.

     

    Warm regards,

    Digital Dream Labs Support

  • Initial Complaint

    Date:01/11/2023

    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.
    Digital dream labs took my pre order for my butter robot in November 2020 and now I want a refund because I'm tired of waiting and they have not provided any type of conformation as to them following through on my refund

    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

  • Initial Complaint

    Date:01/09/2023

    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.
    I bought my Vector in November 2021 and they only send me emails that they will ship soon, but they have not complied, this is a scam, my order number is #*****

    Business Response

    Date: 01/19/2023

    Digital Dream Labs has cancelled and refunded the customer's order (#*****) per their request on January 19, 2023. We have notified the customer of their cancelled order and refund via our Customer Support portal.

     

    If you have any further questions, please do let me know.

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:01/08/2023

    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: 01/27/2023

    Processed refund on 1.18.23. Issue is resolved. Notified customer through our support channel.

  • Initial Complaint

    Date:01/03/2023

    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.


    Digital Dream Labs sent this message to me today regarding my Robot they still have not shipped out: 

    Hi ****,

    Thanks for getting back to us. Please note that your is a back order and it can't be shipped before the preorders. The expected time for vector 2.0 backorders is Q1 of 2023 between January/February timeframe. We are trying our best to speed up the process but unfortunately, due to a small delay, we are behind the schedule.

    Sorry for the inconvenience and thanks for your continued patience.

    Customer Answer

    Date: 01/05/2023



    So it looks like a resolution to my issue has been reached, and I received this email from Digital Dream Labs earlier this morning: 
    Hello ****,
    This is Maaz 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.

    Please bear in mind that due to the volume of tickets we receive daily, additional emails may lengthen the processing time, but we will process this as soon as we are able.

    Customer Answer

    Date: 03/07/2023

    Is it possible to reopen my complaint or will I need to start a new one?   Despite receiving that email from the company I still have never received my refund from them since than.

    Business Response

    Date: 03/07/2023

    Hi BBB,


    We have processed the customer's refund request on March 7, 2023 and have notified the customer via our Support Desk. We do apologize for the delay.


    Warm regards,

    Digital Dream Labs

    Customer Answer

    Date: 03/07/2023



    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:01/02/2023

    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.
    Hello, I pre-ordered and paid US$408.72 a Vector robot from Digital Dream Labs 0n the December 26,2022, pre-order number *****. On the 29th of December 2022 Digital Dream Labs confirmed receipt to cancel this order as it hadn’t been fulfilled in time and receive a refund. I have sent them multiply emails with no reply and after waiting several days and still haven’t received a respond, refund or an explanation for not receiving a refund which I understand it is in breach of the “Business Practices and Consumer Protection Act.

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    On January 20, 2023, we have refunded the customer (ID ********). We have notified the customer of the refund.

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/31/2022

    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.


    After Harry ***** H****** committed fraud using another "refund" method,  I did manage to get refunded by a new hire at digital Dream Labs. Catherine was pushing to use a similar app (bill.com) to refund consumers despite knowing it only worked in the USA. Only after pushing back and insisting on a PayPal refund, did she use her own PERSONAL PayPal. This company did NOT simply refund my money. It took me using several hours of my own time to finally get refunded. 

    Simply refunding me my original purchase price after waiting over 2 years for 2 Vector pre-orders is not enough. I have a heart broken little boy who was excited to have his new little friend. Only to then find out his little Vector friend never was actually on his way. All of the updates were lies. They couldn't pay their bills. Zero transparency. Breach on several countries consumer laws.. A refund does NOT solve the problem with this company!!!! 



    Regards,


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

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    We have refunded the customer on January 18, 2023 via PayPal. We emailed the customer and the customer confirmed that she received the refund. Please see attached screenshot.

     

    Warm regards,

    Digital Dream Labs

     

     

  • Initial Complaint

    Date:12/28/2022

    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 regret buying this. But this is not the reason that I am doing this. I have contacted the company and they have not answered with any viable reason to why I have not gotten a refund. I have sent emails and they are “ghosting me” as to not deal with me to not give me a refund. I would gladly remove and information I have left of this company or the internet but I need a full refund. This is frustrating. When shopping on the internet you have that trust that you are buying a product and using your hard earned money. But when people take advantage and take months to not even keep you updated as if you will forget you bought a item to just keep your money. This is ridiculous.

    If more action may need to be taken. So be it.

    - *****

    Business Response

    Date: 02/09/2023

    Hi BBB,

     

    We have refunded the customer (ID ********) on February 9, 2023. We have notified the customer via our Support Desk.


    Warm regards,

    Digital Dream Labs

Digital Dream Labs is NOT a BBB Accredited Business.

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