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:09/12/2022

  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:09/08/2022

  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.

  I placed an order last March (2022) and was told shipments would start being sent out in July. It has now been over a year since the initially estimated shipment date and I no longer even get updates.
  
  My daughter no longer cares to receive the product which was supposed to be last years birthday gift. I, however, do care to get my money back for a product which never came.
  
  I've sent three emails to support since July. The first email requested cancellation and a refund. I recieved a generic response apologizing but not addressing my request. I responded twice reitering my request to cancel the order and receive a refund but have not received any responses.
  
  I want my money back.
  Order # *****

  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. If your daughter has aged out of Cozmo's expected age range, she may be more interested in Vector. However, Vector is currently backordered and we expect to have general availability later in Q4 this year or Q1 next year. We hope and look forward to earning your business in the future.
  
  Please let us know if you need anything else.
  
  Robbie B******
  Digital Dream Labs

• Initial Complaint

  Date:09/08/2022

  Type:Service or Repair 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 a subscription from digital dream labs. From the beginning I had issues and was in conversation with Support for over a month. In April I sent emails with videos of the issue and support did not respond to me until late last week. We are now in September so there was several months where Support was not responsive. In the end they were not able to resolve my issue. I was never able to use the subscription that I purchased. They are only offering a prorated refund, but since I was never able to use the subscription and they were not able to resolve my issue I am due a full refund. After several emails back-and-forth they have informed me that’s not possible.

  Business Response

  Date: 09/19/2022

  Hi *********,
  Thank you for writing in to Digital Dream Labs. I appreciate you bringing this to our attention. I have refunded the $28.35 remaining as a result of your inability to use the Service; if you have time to troubleshoot this further in the future I would appreciate logs from your robot to understand the root cause of the failure to connect to cloud services.
  
  Please expect your remainder of refund to arrive within 5-7 business days.
  
  Let us know if you need anything else at *******@****************.com.
  
  Thank you!
  Robbie B******
  Digital Dream Labs

• Initial Complaint

  Date:09/08/2022

  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: 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