Complaints

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.

• Initial Complaint

  Date:09/26/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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: 10/11/2022

  Hi *******,
  Thanks for reaching out to Digital Dream Labs. I apologize for the delay in response to this concern; I have canceled your order and processed a refund per your request. The funds should arrive within 5-7 business days depending upon your financial institution. We hope and look forward to earning your business in the future once this is brought to market and ready to be shipped immediately. 
  
  Please let us know if you need anything else.
  
  Robbie B.
  Digital Dream Labs

• Initial Complaint

  Date:09/22/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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. 

  Thank you for your help I received my refund
  

  
  

  
  Regards,
  
  
  
  ******** ********

  Business Response

  Date: 10/11/2022

  Hi ********,
  Thanks for reaching out to Digital Dream Labs. I apologize for the delay in response to this concern; our agent Muhammad canceled your order today and processed a refund per your request. The funds should arrive within 5-7 business days depending upon your financial institution. We hope and look forward to earning your business in the future once this is brought to market and ready to be shipped immediately. 
  
  Please let us know if you need anything else.
  
  Robbie B.
  Digital Dream Labs

• Initial Complaint

  Date:09/20/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 ****,
  
  Thank you again for following up with me.
  
  Initially I was happy with the outcome as I had been asking for a refund for months now and was finally going to get it. However, I realized that because the company stopped communicating with me directly weeks ago, they were not given my updated banking information (even though I had asked them to follow up so I could give this to them,) therefore sending my refund to the debit card on file which has since been closed along with the bank account attached to it.
  
  I called the bank and they confirmed that the payment would get rejected and be sent back to the company because the account they are attempting to send the funds to does not exist. 
  
  At this time, they’ll need to resend the payment to my proper up to date bank account. I am happy to disclose of this on a secure portal so my banking information isn’t out in the world. Or, if possible, the payment could be sent to my PayPal account under ***********@*****.com.
  
  Thank you again for your help,
  *******done waiting. I need a full refund now.

  Business Response

  Date: 10/11/2022

  Hi *******,
  Thanks for reaching out to Digital Dream Labs. I apologize for the delay in response to this concern; I have canceled your order and processed a refund per your request. The funds should arrive within 5-7 business days depending upon your financial institution. We hope and look forward to earning your business in the future once this is brought to market and ready to be shipped immediately. 
  
  Please let us know if you need anything else.
  
  Robbie B.
  Digital Dream Labs

• Initial Complaint

  Date:09/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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: 09/19/2022

  Hi ****,
  Thanks for reaching out to Digital Dream Labs. I apologize for the delay in response to this concern; I have canceled your order and processed a refund per your request. The funds should arrive within 5-7 business days depending upon your financial institution. We hope and look forward to earning your business in the future once this is brought to market and ready to be shipped immediately. 
  
  Please let us know if you need anything else.
  
  Robbie B.
  Digital Dream Labs

• Initial Complaint

  Date:09/14/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 the Vector robot in January 2021 as a pre-order using Paypal from Digital Dream Labs. After multiple excuses ( 14 months worth) I emailed their customer service to cancel my order March 2022 and to get a refund. They responded back saying my order was canceled and a refund would be issued within 7 days. I have yet to receive a refund. I have emailed multiple times in the last couple of days and I haven't received a response. Lots and lots of their customers have been waiting 2+ years for their robots and lots are waiting on refunds. There are customer complaints on multiple social media sites as well as all over the internet. This company needs to be held accountable. I want my money back.

  Business Response

  Date: 09/19/2022

  Hi *****,
  Thanks for reaching out to Digital Dream Labs. I apologize for the delay in response to this concern; I have canceled your order and processed a refund per your request. The funds should arrive within 5-7 business days depending upon your financial institution. We hope and look forward to earning your business in the future once this is brought to market and ready to be shipped immediately. 
  
  Please let us know if you need anything else.
  
  Robbie B.
  Digital Dream Labs

• Initial Complaint

  Date:09/14/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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,
  
  
  
  ****** *****gned up for updates via this page if you'd like to receive emails: ********************************************* 
  Before canceling, I'd like to reiterate that you would be losing out on pre-order benefits including the discounted price. Would you still like me to cancel your order? Please let me know so I can proceed.
  
  Thank you. Let us know if you have any further questions.
  
  How would you rate my reply?
  Great Okay Not Good
  --
  Bushra
  Customer Experience Specialist
  Digital Dream Labs, LLC
  {**********************}
  
  I replied the same day, July 20, confirming I wanted to cancel the order. There was no response.
  I emailed again in the same email thread on August 3 asking about the status. No response.
  Today I emailed again informing them I will be filing a complaint.

  Business Response

  Date: 09/19/2022

  Hi ******,
  Thanks for reaching out to Digital Dream Labs. I apologize for the delay in response to this concern; I have canceled your order and processed a refund per your request. The funds should arrive within 5-7 business days depending upon your financial institution. We hope and look forward to earning your business in the future once this is brought to market and ready to be shipped immediately. 
  
  Please let us know if you need anything else.
  
  Robbie B.
  Digital Dream Labs

• Initial Complaint

  Date:09/14/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Order #*****, made on 12/23/20, was supposed to be for a product ready in May 2021. Company has strung me along, including promising refunds, for 19 months. Now they're ignoring my emails. Product has not been delivered nor has any delivery date been promised.

  Business Response

  Date: 09/19/2022

  Hi ***,
  Thanks for reaching out to Digital Dream Labs. I apologize for the delayed response. I have canceled your order and processed a refund per your request. The funds should arrive within 5-7 business days depending upon your financial institution. We hope and look forward to earning your business in the future once this is brought to market and ready to be shipped immediately. 
  
  Please let us know if you need anything else.
  
  Robbie B******
  Digital Dream Labs

• Initial Complaint

  Date:09/14/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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: 09/19/2022

  Hi ******,
  Thanks for reaching out to Digital Dream Labs. I apologize for the delayed response. I have canceled your order and processed a refund per your request. The funds should arrive within 5-7 business days depending upon your financial institution. We hope and look forward to earning your business in the future once this is brought to market and ready to be shipped immediately. 
  
  Please let us know if you need anything else.
  
  Robbie B.
  Digital Dream Labs

• Initial Complaint

  Date:09/13/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 27th 2020 I made a preorder regarding a Vector 2.0 robot which I paid in full through my credit card.
  
  Digital Dream Labs has failed to deliver the robot in their projected manufacturing dates and there has been various delays since then pushing the release further and further but I kept waiting and waiting. On August 27th 2022, after loosing interest in the robot after waiting all this time, I asked for a cancellation of my order and asked for a complete refund. Support replied me 2 days later asking me to again confirm if I want to cancel my order and also trying to convince me of why I should not cancel. I confirmed the cancelation on the same day through email.
  
  From that moment (August 29th) I haven't got any reply from them. I sent them another 2 emails on September 5th and September 8th asking about the status of my cancelled order and refunding and up to this day (September 13th) I have not got any reply for them, like they are completely ignoring my emails.

  Business Response

  Date: 09/19/2022

  Hi **********,
  Thanks for reaching out to Digital Dream Labs. I apologize for the delayed response and thank you for bringing this to my attention. I have canceled your order and processed a refund per your request. The funds should arrive within 5-7 business days depending upon your financial institution. We hope and look forward to earning your business in the future once this is brought to market and ready to be shipped immediately. 
  
  Please let us know if you need anything else.
  
  Robbie B******
  Digital Dream Labs

• Initial Complaint

  Date:09/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had a subscription for Anki Vector from Digital Dream Lab which started August 6th, 2021 (#54284). As I had no intension of using it for more than 1 year, I cancelled the subscription right after I payed for the subscription. I got an email from Digital Dream Lab August 2021, confirming my subscription has cancelled.
  
  I noticed that on August 6th, 2022, I was charged with $74.99 from digital dream labs. Interestingly, when I log in to the digital dream lab, I was unable to find the receipe of this.
  
  I am very upset for three things.
  
  1. Why was I charged for $74.99 when I have already cancelled?
  2. If it was charged, why was I not noticed this was charged?
  3. Most importantly, I erased my credit card information on Digital Dream lab website. Why do you still have my information?

  Business Response

  Date: 09/19/2022

  Hello *********,
  Thank you for bringing this to my attention, and I apologize for the delay in response. I see that our Customer Experience team has already refunded this payment; this was refunded on September 13th 2022 but may take 5-7 business days to reach your account. Please let us know if you need anything else.
  
  Robbie B.
  Digital Dream Labs