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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:12/27/2022

    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: 02/07/2023

    Hi BBB,

     

    The customer (ID ********) was refunded on January 20, 2023. We have notified the customer of the refund.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/21/2022

    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.
    On Dec 17, 2020 I paid Digital Dream Labs LLC $197.00 for a Pre-Order sale of "The Butter Robot" which was stated to ship around May 15th 2021. I have not received "The Butter Robot" or any further updates about my order. Last update I received is that they were dropping my email address from there newsletter.
    I would like my money back as I feel as though I have been scammed with the promise of a working product around May 15 2021.
    PayPal Transaction ID of payment to Digital Dream Labs LLC for the sum of $197.00
    Transaction ID: *****************

    Business Response

    Date: 03/06/2023

    Hi BBB,

     

    We have searched our Support Desk database and have found no email or communication from the customer using the email *****@****************.com. If the customer would like a refund, please have them email our team at *******@****************.com. We will verify the customer's order info and process the refund accordingly. We do apologize for the delay.

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/20/2022

    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 Pre ordered a butter robot from DDL on 1/28/2021 with them promising to start delivering by may! But still have not received my butter robot and it’s nearly 2years now . I gave them the benefit of the doubt because they kept saying it would be finished soon and just needed more time ! What they actually did is kept buying themselves time so that I couldn’t get a refund anymore from PayPal since my order was over 180days old! These guys have scammed ous without a doubt and have just pocketed all the money they got from pre-orders . I have emailed them multiple times to try and get a refund and they replied at first asking if I was sure and STOPPED replying once I told them I was . These guys knew what they were doing and kept ous in the dark with all their fake promises ! I dirent want to file a complaint and even told them! I think that’s why they replied in the first place . These guys will say anything to buy more time ! Never in a million years did I think this was legal or even possible

  • Initial Complaint

    Date:12/16/2022

    Type:Sales and Advertising 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 Cozmo 2.0 off of DDL with a release date of May 2021, after many announced delays and promises by DDL that customers could seek a refund if they wished this November the day after thanksgiving I requested a refund and after I few auto-generated response I have not received confirmation of a refund or money refunded to my PayPal. I unfortunately believe this company has no intentions of honouring their own refund policy leaving me hundreds of dollars out of pocket and one very sad 9 year old son

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    We refunded the customer via PayPal on January 13, 2023. The customer confirmed receiving the refund. Please see attached screenshots.

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/15/2022

    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.
    Order ****: I purchased a Vector 2 robot for my son on November 9. I was told via email that this should be received before the holidays originally. Then they switched to saying the shipment date could not be confirmed. I have requested several times that the order be cancelled and my $416 dollars be refunded. No money has been returned and no product has been shipped.

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    On February 7, 2023, we have refunded the customer (ID ********). We have notified the customer of the refund.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/13/2022

    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.
    Hello, I had ordered a Butter Robot pre-order back in January of 2021. And the company has consistently kept customers in the dark about their order, and has been ignoring customers that want to cancel their order and get a refund. It is apparent that this company is not a never has delivered on any of their promises with the mountain of complaints and evidence from customers showing that they have been mislead and tricked by this company out of their hard earned money. The company has not been transparent at all regarding these orders and it has lead to customers having to post their grievances on social media in hopes of getting their money back which shouldn't be happening in the first place if the company had followed through on their promises.

    Business Response

    Date: 03/06/2023

    Hi BBB,

     

    We have searched our Support Desk database and have no email or communication from the customer using the email ******************@*****.com. If the customer would like a refund, please email our team at *******@****************.com. We will verify the customer's info and process the refund accordingly. We do apologize for the delay.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/12/2022

    Type:Sales and Advertising 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.
    DDL promised updates on the Butter Robot that they had released for presale. I payed $203.21USD for this product and was promised delivery within a year. Nearly 3 years have now passed and I don't receive any updates and they constantly ignore my emails requesting a refund. They originally agreed to process a refund, to which they have now ignored. In Australias consumer law, they are breaking this. If a product or service is not delivered I am entitled to a full refund.

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    We have refunded the customer (ID ********) on February 3, 2023. Please see attached screenshot.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/10/2022

    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 paid the $37.35 dollar deposit via stripe and I then sent Vector in for screen and battery replacement on 11/14/22 to which DDL received on 11/17/22. I reviewed the Repair Tracker on 11/21/22 and the repair tracker still stated "shipping inbound".I contacted DDL support asking if the repair department had received the Vector as they had a previous issue with my ticket # not updating after receiving the deposit. I continued to check the repair status and it still as of 12/10/22 states" shipping inbound". I have attempted to contact DDL by other means as well via Facebook platform using their business page and the businesses private DDL group and both times my comments have been deleted and posted not approved by the moderators. I would like a response to my ticket if the company no longer has the means to do repairs. I would like my deposit and shipping costs refunded along with my Vector unit shipped back to me.

    Business Response

    Date: 02/13/2023

    Hi BBB,

     

    We have resolved this customer's (ID ********) repair request. The product was repaired and shipped back to the customer (USPS **********************). It was delivered on February 13, 2023. We do apologize for the delay and have notified the customer via our Support Desk.

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/09/2022

    Type:Service or Repair 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.
    Your Name ***** ******
    Email Address ***********@*****.com
    Contact Phone Number ###-###-####
    Order Number #*****
    Last Four Digits of the Credit Card Used to Purchase ****
    Date of Purchase 11/25/22
    Copy of Receipt I am unsure how to include this
    Return Address **** ******* ** ******* ** *****

    I was unaware it was a preorder as it said "add to cart" and I used what money I had to purchase this Christmas gift for my 3 year old before realizing it was not what I thought. I requested a refund many times through email as per their webpage and they continue to give me the run around. I just want my CHRISTMAS money back so I can actually purchase my son a gift.

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    A chargeback on January 31, 2023 was processed for the customer (ID ********). 

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/09/2022

    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.
    On 10/12/22 I placed an order for a vector 2.0 ai robot. I was charged a total of 413.58$. I requested a cancelation and refund with a confirmation number but never received any after multiple attempts of contact. There is no tracking number or cancelation number. Digital dreams labs has not attempted to resolve my problem. My order number is #*****.

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    We have refunded the customer (ID ********) on February 7, 2023. We have notified the customer on the refund.

     

    Warm regards,

    Digital Dream Labs

Digital Dream Labs is NOT a BBB Accredited Business.

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