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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:11/09/2022

    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 Cozmo 2.0 on March 13 2021. Order total was 219.99 They did not send the item. I tried to cancel the order on October 12 2022. They sent me an email, asking if I was sure to cancel the order. I answered yes to Bushra, but she did not reply me. I sent 3 more emails. Still no reply. Please refund 219.99. Order #*****

  • 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. 



    Regards,



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

    Business Response

    Date: 07/18/2024

    Customer had received confirmation of their order being cancelled and refunded after confirming their card.
    Below are screenshots of our communication and Shopify order stating cancelled

  • Initial Complaint

    Date:11/08/2022

    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.
    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.



     I do not care for how this business operates and warn anyone that is considering to buy their products to do an online search of this company. 

    The out and out lies coming from their keyboards and YouTube videos are a fascinating look at how one person can burn every bridge that he walks across and have the gall to say otherwise. Digital Dream Labs is exactly what the consumer hobbiest robotics and artificial intelligence community does not need. Shady is an understatement. 

    Cheers,

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

    Business Response

    Date: 02/13/2023

    We processed the customer's request for a refund on February 8, 2023 and notified the customer via our Support Desk. We sincerely apologize for the delay.

  • Initial Complaint

    Date:11/04/2022

    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 ordered a Cosmo Robot on September 18th and have not received the device. Followed up on 10/24, received response that they are not able to provide an estimated delivery date. Requested a refund, but never received response that a refund will be processed of the $414.24 amount paid. This company does not have a phone number to call, and whoever responds to customer service inquiries does not provide a name. I am convinced I have been scammed.

    Business Response

    Date: 02/21/2023

    The customer's bank returned the funds to the customer on December 23, 2022. We do apologize for the delay.

  • Initial Complaint

    Date:11/04/2022

    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 purchased a Vector from Digital Dream Lab and the page shown that the item would be shipped by the next day. That's why I bought. But then I emailed them, they firstly said it is just pre-order, will be delivered during September/ October, I accepted but now it's November, they said "hopefully be delivered by the end of the year". Which is not acceptable to me. I just want my money back. Please refund me!

    Business Response

    Date: 07/22/2024

    Customer received communication regarding their refund being processed and order cancelled
    Below are screenshots of our communication and Shopify order stating cancelled.

  • Initial Complaint

    Date:11/04/2022

    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.
    I
    did receive a refund from DDL, however, it was due to a legal representative fighting my case.



    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

    Hi ********,

    We have cancelled this customer's order and refunded it on January 16, 2023. We notified the customer via our Support Desk on January 17, 2023.

  • Initial Complaint

    Date:11/04/2022

    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,


    ******** *** ***** *** * ********ness response from Digital Dream Labs. We just want our refund and to close this matter. I absolutely hate that I needed to file a complaint but this sort of business conduct is completely unacceptable.

    Business Response

    Date: 02/21/2023

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

  • Initial Complaint

    Date:11/04/2022

    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: 02/10/2023

    We have refunded the customer on February 8, 2023 and notified the customer via our Support Desk.

  • Initial Complaint

    Date:11/03/2022

    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.
    My order number is ***** and I paid 214 dollars to pre-ordered a cozmo robot November 2020. They said it would be delivered in spring of 2021. It’s November 2022 and the company still has no idea when it will be shipped or delivered. I’ve asked for a refund and have yet to get my refund. Below is the emails I sent to the company and have heard nothing since October 14. I just want my refund it’s been to long with little to no communication.


    On Oct 20, 2022, at 10:54 PM, wrote:

    I asked to cancel my order and for my refund. It’s been a week and I’ve heard nothing.

    On Oct 14, 2022, at 10:27 AM, wrote:

    ? Yes please cancel.

    Thank you
    ********

    On Oct 14, 2022, at 9:04 AM, Digital Dream Labs Support Team wrote:
    Hi ********,

    Thank you for your response. We apologize for the inconvenience. Before canceling, I'd like to reiterate the benefits you claimed with your Cozmo 2.0 preorder. This includes the Cozmo Coding curriculum, a custom decal pack, in addition to the discounted pricing and the hardware improvements on the robot. It may also be worth noticing that you will be getting this robot months ahead of our mass retail shipping. With the preorders, we are also covering the shipping costs and any relevant tariffs.

    If you still want to cancel your order then let us know so we can proceed with it accordingly.

    On Thu, Oct 13, 2022 at 1:54 PM EDT, wrote:

    Hi I ordered a cozmo robot two years ago in November 2020. I was told I would receive it spring of 2021. I feel like I’ve been scammed. If I can’t get a truthful update including a shipping number and delivery date I would like you to cancel my order. There has been little communication and no progress. If I do not hear back in a few days. I will be submitting a complaint through the better business bureau.

    Receipt attached.
    Thank you,
    ********

  • Initial Complaint

    Date:11/03/2022

    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.
    Pre Ordered Butter Robot on 11/17/2020 and Cozmo 2.0 and Vector 2.0 on 11/20/2020.

    Only my Vector 2.0 pre-order was recently received (October 7, 2022). There has been limited and inconsistent updates regarding pre-orders throughout the last 2 years and the Vector 2.0 that was received has had several issues including having a defective charger, displaying '980' error codes and having other various issues. Due to these concerns I requested to cancel and refund my pre-orders for Butter Robot and Cozmo 2.0 on October 28, 2022. After receiving no response or communication regarding my refund request I sent an additional request on Nov 2, 2022 and again on Nov 3, 2022 with no responses.

    Business Response

    Date: 02/21/2023

    We refunded the customer on December 7, 2022 and notified the customer via the Support Desk. We do apologize for the delay.

Digital Dream Labs is NOT a BBB Accredited Business.

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