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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:11/17/2022

    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 for a robot on September the 5th. I just received an email from the company basically saying that they have no idea when the robots will be ready to ship. I requested a refund but have not received the refund or even an email back.

    Business Response

    Date: 07/22/2024

    Customer has received funds through a chargeback resolved in Feb 21st 2023
    Below are screenshots from our Shopify portal stating the chargeback had been made for the amount of $453.84 USD and resolved in the customer's favor.

  • Initial Complaint

    Date:11/16/2022

    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 a cozmo 2.0 on 5/31/21. I have been trying to get updates on delivery and last I knew it would be delivered before Q4 of this year. That was back in may of this year. I asked for updates again close to October and wasn’t givin a clear response. Than got an email that it was delayed and was tbd. No thanks. I don’t want to wait anymore. So I have been trying for almost a month to just get a refund. I’ve been getting automatic responses asking if I want to reconsider. No real person that cares. Shows how much they really care about customers. All I want is a refund and able to walk away from this company.

    Business Response

    Date: 07/19/2024

    Customer received an update from us in Aug 19th 23 after confirming they do not want to cancel their order in Apr 13th 23' 
    Below are screenshots of our communication

  • Initial Complaint

    Date:11/15/2022

    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.
    Hello, back in November of 2020 I paid Digital Dream Labs $147 for a preorder of a product they promised to deliver in May of 2021. They routinely pushed back the delivery date and on October 15, 2022 I asked for my money back and my preorder to be canceled. The company dishonestly made it seem as of there were no issues until I reiterated that I wanted my money back and then they never contacted me again. I tried reaching out through a separate ticket and they did not answer. I do not believe they ever intent on giving me my money or the item in question. I have all the email correspondence and original receipt for the item if needed and would be happy to provide them. I sincerely thank you for your time.

    Business Response

    Date: 02/10/2023

    We have refunded this customer on February 9, 2023 and notified him via our Support Desk.

  • Initial Complaint

    Date:11/15/2022

    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 placed an order with Digital Dream Labs for a Vector 2.0 on October 21st. I paid $433.98. On November 2nd I saw that my order had been shipped with no tracking number. I send them an email and asked if I could get a tracking number or any information on the shipment. They responded to me on November 3rd and told me **** though my order is listed as shipped, it hasn't been and that's just the way their system works. They noted they understand if I need to make a change to my order. I emailed them back on November 3rd and asked to cancel the order and process a refund. They emailed me back on November 4th to "reiterate the benefits" if I don't cancel. I emailed the back on November 4th stating I'd still like to cancel the order and get a refund. I didn't hear back from them so on November 7th I emailed them and asked when my refund would go through. They didn't respond. On November 9th I emailed them again and asked when I could expect my refund to be processed. I didn't hear back from them. I emailed them on November 11th stating I felt as if they were intentionally ignoring me and I read some complaints about them doing this to others. I stated I want to give them the benefit of the doubt and I didn't want to file a complaint against them and told them all I wanted was the order canceled and my money refunded. I still haven't heard back from them.

    Business Response

    Date: 02/15/2023

    We have processed the refund for the customer (***** ****) on February 14, 2023 and notified the customer via our Support Desk. We do sincerely apologize for the delay.

  • Initial Complaint

    Date:11/11/2022

    Type:Customer Service 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: 02/10/2023

    We refunded the customer on January 19, 2023 and notified the customer via our Support Desk.

  • Initial Complaint

    Date:11/11/2022

    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: 02/15/2023

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

  • Initial Complaint

    Date:11/11/2022

    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 ordered a Vector 2.0 and was promised it would come by the beginning of Q4. I have tried many times to cancel my order and my emails get ignored when I talk about cancelling. My order number is #*****.

  • Initial Complaint

    Date:11/10/2022

    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.
    March 29, 2022 I prepaid for a vector 2 robot in the amount of $441.49. They said they shipped it. Then they said it was on back order. I have multiple emails to them for a refund at this point. I see other people got their refund so, WHERE IS MY REFUND?! It has been EIGHT MONTHS !

    Here is their response as of August 22, 2022
    “Thank you for contacting Digital Dream Labs!

    Your ticket has been received successfully. Please be aware that we are currently working with a high volume of requests. We appreciate your patience as we work to serve you; rest assured we are on the case!

    Please note that the Customer Experience Team is in the office between 8am and 4pm Eastern Time, excluding weekends and national holidays.

    Thank you!
    Digital Dream Labs”

    Digital Dream Lab has stolen my money and I want my money back now! They continue to ignore any further correspondence!

    Business Response

    Date: 02/14/2023

    We have processed the customer's refund request on January 19, 2023. We do apologize for the delay. We notified the customer on January 19, 2023 that the refund has been processed.

  • Initial Complaint

    Date:11/09/2022

    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. 

    I am writing this message to thanks to all BBB team for helping me out to getting refund from Digital Dreams Labs for the order which they never delivered. I also wanted to request you to kindly close my Complaint ID: ******** for which they have issued refund for my product. Once against thanks to all the team members for helping me out of this situation.



    Regards,



    ***** ******

    l thread for your reference.

    During this era of Covid pandemic this incident has led to extreme mental harassment and frustration for the past 11 months.

    Further I request BBB.org to kindly intervene and get the matter resolved.

    Business Response

    Date: 07/19/2024

    Customer has received communication and confirmation of a cancellation and refund
    Below are screenshots of communication, and our Shopify portal stating the order has been cancelled and refunded. 

  • Initial Complaint

    Date:11/09/2022

    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.
    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.



    This company ignored my support tickets after I confirmed that I wanted a refund using their refund process. Eventually I had to complain to PayPal to get 'default refund' because the company failed to respond to Paypal. Now, after ignoring scores of customers who couldn't get refunds they reply two years later. This company servers have been offline for over a year and they continue to charge monthly fees to customer's who haven't blocked them. The company lost the majority of it's staff due to non-payment. The company, and it's owner, are currently being sued by several creditors for failure to pay. No, this company's response does not resolve my complaint.



    Regards,


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

    Business Response

    Date: 07/18/2024

    Customer received communication in Dec 15th 22, and has received their funds via chargeback
    Below are screenshots of our communication and our Shopify page stating the funds have been returned via chargeback.

Digital Dream Labs is NOT a BBB Accredited Business.

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