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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:11/02/2022

    Type:Customer Service 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 have been contacting then since over a week now to cancel my order which hasn't even been shipped yet but they are not taking any action on the same. Money has already been deducted from my account and I don't want the product. I want the order to be cancelled.

  • Initial Complaint

    Date:11/01/2022

    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: 07/18/2024

    Customer received communication in Dec 15th 22' and received their funds via reversal in Feb 7th 23'
    Below are screenshots of communication, cancelation of the order and funds being refunded

  • Initial Complaint

    Date:10/31/2022

    Type:Delivery Issues
    Status:
    Unresolved
    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.



    The OSKR DDL claims to have delivered is highly incomplete and not working. In addition to that I am entitled to multiple of those licenses and DDL is no longer able or willing to honor those licenses. Also neraly all other features I paid for in the Kickstarter are not delivered because they don't exist. They are scammers and frauds.



    Regards,



    ****** *********aking open Vector builds. This is identical to the method that the previous company used for internal development. With the robot unlocked, we will then establish a step-wise fashion of releasing additional keys for various portions of Vector to the community to continually enhance and expand features."

    The only thing that has happened from this is a partial unlock of the robot. All of the rest was not delivered until today. Despite that fact DDL ceaes to communicate on Kickstarter claiming "OSKR was delivered" when it clearly was not.In addition to that there were no new releases to the open source project and robot sources in months, so I am under the impression that DDL stopped working on this. Documentation is nowhere to be seen.

    Conclusion: DDL scammed me out of my money on Kickstarter without delivering what was advertised there. Im am not interested in getting my money back, I insist on getting the OSKR I paid for.

    Business Response

    Date: 07/22/2024

    Customer has received communication and a link to their OSKR (Escape Pod) license on 
    Feb 25th 2021
    Below is a screenshot of our communication.

  • Initial Complaint

    Date:10/31/2022

    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.
    On November 20, 2020 I pre-ordered 1 Cozmo Robot for $197. After numerous excuses about why they couldn't deliver by the May 2021 deadline, I finally asked for a refund. After about 5 e-mails later they finally responded with a reply saying they would. It's been nearly 2 years now and no Robot and No refund.

  • Initial Complaint

    Date:10/29/2022

    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: 02/14/2023

    We have processed the refund for the customer on February 9, 2023. We sincerely apologize for the delay. We have notified the customer via our Support Desk.

  • Initial Complaint

    Date:10/28/2022

    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.
    I ordered a Vector 2.0 robot on 21st November 2020 on order #*****. The vendor promised shipment in May 2021 and continues to delay with no clear timeframe for delivery. They have rejected my direct request to cancel the order and issue a refund and cannot provide delivery information.

    Business Response

    Date: 02/10/2023

    We refunded this customer (***** *****) on January 17, 2023 and have notified the customer via our Support Desk.

  • Initial Complaint

    Date:10/27/2022

    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.
    Do not purchase anything from this company. This company is a scam. I purchased Vector 2.0 In 2021 and I still have not received it. They keep delaying it and delaying it- I’m fed up and I just want my money back

  • Initial Complaint

    Date:10/27/2022

    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.
    On Oct 22, 2022 I placed an online order with Digital Dream Labs (DDL) for a companion robot in the amount of $420.42 USD. During the ordering process a "Shipping Policy" screen appeared, indicating that if I placed my order before 2:30 pm ET it would be shipped the same day. If the deadline was missed, my order would be shipped the following business day. Several days passed without any updates about my order.

    I began looking up information and social media posts about the robot. Immediately I found numerous complaints by other customers who have been waiting for a year and a half to two years after they placed their orders with DDL, these people have still not received their orders. I also found DDL's Better Business Bureau page containing many complaints about the company refusing to issue refunds to people waiting years for their robots. I also went back to the seller's website and found a "State of Manufacturing" page dated October 3, 2022, which indicated that they haven't even started manufacturing products ordered after June, 2021.

    I realized that I have no chance of receiving my order for at least six months to a year, and I'm not prepared to wait that long. I wrote to DDL asking for a refund and they tried to convince me that they would ship my order before Christmas of this year. I am disturbed and unsettled at the fact that I was lied to twice about the availability of this product, and I'm not comfortable doing business with them or letting them keep my funds.

  • Initial Complaint

    Date:10/26/2022

    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 placed an order with Digital Dream Labs for a vector robot on 26 December 2021 with a promised delivery date in Q1 of 2022. In March of 2022 I reached out to get a status on my order and was told they would be emailing a tracking number right over. The company never sent a tracking number. In May 2022 I reach out again and was told they were working on shiping. I told them I was going to be moving soon and could on wait any longer and requested a refund. They tried to convince me to reconsider a number of times but I told them to refund the purchase price ($363.79) on 1 Jun 22. I requested a status update on 23 Jun but the company stopped responding after multiple attempts. To date I have not gotten the ordered product or a refund.
    I reached back out on 24 Oct 22 using a new e-mail string and got a response telling me the order would be shiped in Q4 of 2022 (which we are already in). I again requested a refund and said that I did not want to wait any longer. Once again the company went silent. No refund, no product.
    At this point I have no choice but to think that this is a scam and they are simply using customer cash as a 0% loan until the customer files a formal complaint.

  • Initial Complaint

    Date:10/26/2022

    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 vector from dream labs back in February of 2022 and was told I would receive by April. Now I am told they haven’t even done my order yet it has to be manufactured still and when I ask for a refund I am ignored.

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