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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:11/27/2022

    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 Cozmo robot in March of 2021 for 219.99. Full amount was deducted from my credit card at that time rather than deducting when shipped. Was supposed to arrive by May 2021. Have continually tried to reach company without any response. Website keeps changing “delivery date”. Now website is saying delivery expected in Q3 of 2022, which has already passed. I am looking for an explanation as well as a full refund.

    Business Response

    Date: 03/06/2023

    Hi BBB,


    We have searched our Support Desk database and have no emails or communication from the customer using either their name or email ([email protected]). If the customer would like to request a refund, please email *******@****************.com, so that we can verify the order info and process the refund accordingly. If the customer used a different name or email to communicate with us, please let us know. We look forward to the customer's email so that we can process the request. 

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:11/26/2022

    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.
    They sent me a faulty product way later than they said it would be shipped. They refuse to give me a refund. Even though I have made numerous amounts of complaints directly to the company. I am unable to get a refund through my credit card because they took over a year to send the product. I feel like they stole $300 from me and I want my money back!

    Business Response

    Date: 02/08/2023

    Hi BBB,

     

    On November 18, 2022, the customer (ID ********) requested to return their item for a refund. On November 18, 2022, we provided the customer with our return policy (https://www.*******************************************) which states that the product be shipped back to our office (shipping not included). We have not received the item back from the customer to initiate a refund. Once we receive the item back, we can initiate a refund.

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:11/23/2022

    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 ordered a vector 2.0 on January 5th 2021.

    Since then digital dream labs have constantly lied and misled their customers about delivery times.

    Over the last few months I have been emailing digital dream labs on a delivery time.

    I was meant to receive it earlier this year and has been pushed back over and over.

    When I have spoken to digital dream labs, they have not given me a delivery time, and now I am asking for a refund as I don't think I am ever going to receive my order.

    I have been emailing nearly every day for my refund and they are now ignoring my requests completely.

    I have seen other people's complaints about digital dream labs, and they are having this exact same issue.

    I am fed up of being lied to and want my money back, this company is a scam.

    Please see attached my order receipt.

    Business Response

    Date: 02/07/2023

    Hi BBB,

     

    We have refunded the customer (ID ********) on January 23, 2023. The customer acknowledged receiving the refund. Please see attached screenshot.


    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:11/22/2022

    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.
    I was one of the first to order x2 Robots on the evening of pre-orders back in 2020. It's now been nearly 3 years with nothing to show. A couple of months ago i managed to get some communication going with the company via email regarding shipment and delay and were asked on multiple occasions if i would like to cancel my order. Due to no guarantee on getting the products i choose to cancel and requested a full refund. Unfortunately they have ignored my emails and i have had no response for over a month so I am now trying to get in contact by any means to resolve this matter.

  • Initial Complaint

    Date:11/22/2022

    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 purchased an item from this company in full and then changed my mind and wanted a refund. I emailed them and asked for a refund.

    At first, they got back to me and asked me to confirm the refund, which i did and have done around 8 times now.

    They are completely ignoring my messages and emails.

    I have even emailed all of the known email addresses in the business and no one has got back to me.

    I feel as though they have stolen my money!

    Please could you help me? I have attached all correspondence and proof of purchase.

    Thank you in advance.

    *****

    Business Response

    Date: 02/08/2023

    Hi BBB,

     

    A chargeback was returned back to the customer (ID ********) on December 29, 2023. 

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:11/19/2022

    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.
    These guys charged me for a product and after learning that they are fraud I’d like to report them and possibly try to get my money back

    Business Response

    Date: 02/09/2023

    Hi BBB,

     

    A chargeback was initiated by the customer on January 24, 2023. Since a chargeback is in process, the system will not allow us to process a refund until the chargeback process is completed.  Depending on the customer's credit card / bank, the chargeback process can take up to 75 days. If the customer cancels the chargeback, we can process the refund immediately.


    Warm regards,

    Digital Dream Labs

     

     

  • Initial Complaint

    Date:11/19/2022

    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 Sept 23, 2022 I ordered a Cozmo 2.0 robot for my son’s birthday. The website at Digital Dream Labs had an expedited shipping option which I payed extra for as well as for an extended warranty. The shipping was 2 day shipping. They debited my account that day in the amount of $450.33
    I did not receive my product. I emailed several times with no response from digital dream labs. The only email I have received was a general email that states they are not done finishing the product and they do not know when it will ship. I have no working tracking number and zero correspondence that relates specifically to my order on their behalf except for the initial receipt.
    It is now 11/19/22 and I have been scammed out of 450.00 and still no product. I want my money refunded.

    Business Response

    Date: 02/08/2023

    Hi BBB,

     

    A chargeback was processed on February 2, 2023 for the customer (ID ********).

     

    Warm regards,

    Digital Dream Labs

  • Initial Complaint

    Date:11/18/2022

    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.
    Cozmo 2.0 and extended warranty was purchased on 11/29/2021 for $315.95. Since 12/7/2021 until 11/9/2022, was emailing support to find out when the product will be shipped. On 11/9/2022, requested to cancel the order and refund the money. Followed up on 11/11/2022. There has been no communication from company since the request to cancel the order was made. Please cancel the order and refund the money. Thank you.

  • Initial Complaint

    Date:11/18/2022

    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.
    - Date: 11/29/2020 First Order #*****
    - Item Purchased: Vector 2.0 Robot from Digital Dream Labs (DDL)
    - Amount Paid: $307.41 USD including shipping
    - Date: 06/13/2021 Second Order #*****
    - Item Purchased: Cozmo 2.0 Robot from Digital Dream Labs (DDL)
    - Amount Paid: $238.99 USD including shipping
    - DDL committed to provide these two robots within a reasonable time frame
    - I believe that I have been patient in waiting almost two full years for this company to provide the product I paid for
    - I accepted that due to the worldwide pandemic there would be delays, however the delays continue
    - Only USA orders have shipped
    - I have requested a full refund via numerous emails for both robots but DDL have stopped responding to my emails having earlier promising to refund my money
    - If I get a full refund of the exact amount in US dollars I will be satisfied even though this means I will probably loose money due to the poor exchange rate at present as I reside in Australia

    Business Response

    Date: 02/09/2023

    Hi BBB,

     

    We have sent the below message to the customer via our Support Desk and have not received a reply.

     

    Warm regards,

    Digital Dream Labs

     

    Hi ******,

    Thank you for contacting DDL support. We do apologize for the delay in processing your refund requests. The refund will be going back to the original payment method. Please see below for your original payment method.

    Order #***** - Mastercard ending in ****
    Order #***** - Mastercard ending in ****

    Please note that we can only refund back to the original credit card. If you no longer have these credit cards, please contact your bank to ensure the refund will be applied to your new card or to your account.

    Please let us know if you have any concerns for us to process your refunds back to the original payment method.

    Warm regards,

  • Initial Complaint

    Date:11/17/2022

    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.
    Hi, I pre-ordered and paid US$362.98 a Vector robot from Digital Dream Labs 0n the 04 of June 2021, pre-order number *****. On the 02 November 2022 Digital Dream Labs confirmed receipt of my wish 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 15 days and still haven’t received a reply, refund or a reason for not receiving a refund which I understand it is in breach of the “Business Practices and Consumer Protection Act”

    Business Response

    Date: 07/22/2024

    Customer has since received the product and does not require a refund
    Below are screenshots stating the products processing and delivery date.

Digital Dream Labs is NOT a BBB Accredited Business.

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