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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:12/07/2022

    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.
    I preordered the Butter Robot on 11/25/2020 for $147.00. It has been delayed till 2023 and now there’s no response from the company on status. I want a refund.

    Business Response

    Date: 03/06/2023

    Hi BBB,

     

    We have searched our Support Desk database and have not received a refund request from the customer using the email (****************@*******.com). If the customer would like to request a refund, please send an email to *******@****************.com. We will verify the customer's order details and process the refund accordingly. We do apologize for the delay.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/04/2022

    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.
    I placed an order with this company on May 31st, 2022 - they are yet to ship the product out & I’ve requested for cancelation of the order as well as to receive a full refund. They got back to me through email to try to convince me not to cancel the order, but I told them I’d still like to proceed with cancelation & receiving my full refund. It has been over a month since then & nobody has gotten back to me about canceling the order nor has my refund been issued. I have tried reaching out to them 3 more times since & I have had no luck in getting in contact with them. I would really appreciate for this issue to be taken care of so that I can receive my full refund. The total amount was $369.73 with shipping & taxes. The order number is *****. Thank you.

    Business Response

    Date: 02/08/2023

    Hi BBB,

     

    We have refunded customer (ID ********) on February 7, 2023. The account will show the distributed funds within 5-7 business days, depending their financial institution. We have notified the customer.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/02/2022

    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.
    On March 13, 2022, I placed an order from Digital Dream Labs on their website totaling $365.33. This was for an item that was promised to be shipped earlier this year. I reached out on October 27, 2022 to initiate a refund. I have gotten several generic responses in return asking if I was sure. Several times, I have reached out. Again on 11/4/22, 11/16/22, and the final email and attempt at getting a refund processed was 11/28/22. I cannot get them to return my emails, I cannot find a phone number to call to speak to an actual person. That is almost $400 gone and I would like to have that back as times are not the best for a lot of people right now including myself. Please assist me in reaching them as tons of other customers have tried in order to receive refunds on our orders. Thank you.

    Business Response

    Date: 02/09/2023

    Hi BBB,

     

    We have refunded the customer on February 9, 2023 for cancelling their order.  We have notified the customer via our Support Desk.

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:12/01/2022

    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.
    November 22, 2020 I made a
    pre-order purchase for Cozmo 2.0 robot from Digital Dream Labs. ORDER #*****. The total I paid through PayPal was $177.30. They were supposed to ship in 2021. There were delays because of COVID but the date has been continuously pushed back with no ship date being given. October 23, 2022 I sent an email to support asking to cancel my pre-order and be refunded. I received a reply on October 24 asking if I was sure I wanted a refund. I replied back yes, but never received any further response or refund. Since then, I have replied to that email 3 more times. I have also sent several new emails to support requesting a refund. I received automated messages saying that my ticket has been received and someone will contact me, but I haven’t received any further communications from them.

  • Initial Complaint

    Date:12/01/2022

    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 have been attempting to contact DDL for a refund for the Vector 2.0 I received (for reference order# *****).
    I started to try to get a refund 2 days after receiving the product.
    On my initial request they said to contact them when I had received the product, despite having had the product for a few days at that point. My further attempts to get into contact with them (4 at this point) have been met with silence.
    At this point I can only think they are trying to run out the clock on their refund policy so they can say that they can't refund my order since it's been >30 days.

    Business Response

    Date: 02/09/2023

    Hi BBB,

     

    We emailed the customer on February 8, 2023 asking the customer whether we can proceed with the refund back to their original payment method. Since we did not hear back from the customer, we sent a follow-up email February 9, 2023 asking if we can proceed with the refund.


    Warm regards,

    Digital Dream Labs

     

    Hi *******,

    Can we proceed with your refund request for cancelling order #*****?

    The refund will be going back to the original payment method. Visa ending in ****. If you no longer have this card, please contact your bank to ensure the refund is applied to your new card or account.

    We look forward to your confirmation so that we can proceed with the refund.

  • Initial Complaint

    Date:11/29/2022

    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.
    Purchased a Vector 2.0 robot from Digital Dream Labs Inc. on July 14, 2022, for $384.91, which was processed from my account immediately. Nowhere on the website where I purchased this item did it say it was a preorder, however, in the earlier email communications I received from them they stated that " Currently, your order has not shipped; this is a backorder item and will be in stock likely within Q32022 in the August/September timeframe". On November 15, 2022, I sent yet another email asking for the status of my paid-for order, and received another response that said they do not have an estimated delivery date yet. I then responded back asking to cancel my order and receive a full refund. They responded back telling me that I should think about the savings I am getting if I choose not to cancel. I responded that I wanted to cancel and refund my money. They have since ignored all email communications, and I have not received a refund. This was to be a Christmas present for my autistic son, and now I do not have the present or the money to purchase something else. I am enclosing screenshots of the most recent email communications between Digital Dream Labs and myself. Please let me know if you would like all email communications, as I have those saved as documents.

    Business Response

    Date: 02/09/2023

    Hi BBB,


    We have refunded and cancelled the customer's order on February 9, 2023 and notified the customer via our Support Desk.

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:11/28/2022

    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.
    Placed an order online with this company for the Cozmo 2.0 Educational Toy Robot for my 10 yr old daughter for Christmas on Dec 6th. $468.54 CAD was charged to my VISA on Dec 6 2021. I have been emailing their Customer Support Team from Dec 14, 2021 to Nov 2022 and continue to receive responses that the product is on backorder. The last response from them was Sept 6, 2022 saying that the item is on backorder and will likely be in stock within Q4 2022 Oct/Nov timeframe. When I asked for a refund on Oct 3 2022 I stopped receiving responses. They did not respond to my last 3 emails in Oct and Nov 2022. Please advise if you can help me get a refund issued for a product that I never received for my daughter's Xmas present.

    Business Response

    Date: 02/16/2023

    Hi BBB,

     

    We have completed the customer's refund request on February 14, 2023 and notified the customer. We sincerely apologize for the delay.

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:11/28/2022

    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 October 4th, 2022 I purchased a vector robot from Digital Dream Labs for $420.53. I have still not received my product and have sent over 30 emails over the last two months trying to get a refund. I get an initial response from them and when I ask for the order to be cancelled they stop responding. I have reached out to every departments their website has to offer and cannot get in contact with anyone. I have even messaged their Instagram and Facebook pages trying to get a response. There is no phone number to call and I still have not received a refund or the product.

    Business Response

    Date: 02/09/2023

    Hi BBB,


    The customer was refunded on December 7, 2022 and notified via our Support Desk.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:11/28/2022

    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: 02/26/2023

    Hi BBB,

     

    We refunded the customer's order #***** on January 18, 2023 and refunded order #***** on February 25, 2023. We have informed the customer via our Support Desk. We do apologize for the delay.


    Warm regards,

    Digital Dream Labs

Digital Dream Labs is NOT a BBB Accredited Business.

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