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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

  • 342 total complaints in the last 3 years.
  • 62 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:10/02/2022

    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.
    Purchased Cosmo on 12/12/2020 for Christmas for my son, the website did not say pre-order, but still that was ok I figured I would wait on it. I still have not received Cosmo even though they have sent out pre-orders. I have contacted the company multiple times regarding my order of Cosmo and have been told they are unsure when I will receive Cosmo. At one point the website stated all preorders have been filled, I contacted the company to ask where my order was, went back to check the website, and that statement was removed and a new one was put up stating all preorders were finished and going out in order. Now Christmas is around the corner and I want my order filled. I have emails proving all of this. I feel they are blowing me off, I paid for a product and I want the product I paid for. I’m not looking for a refund at this point I want the product that I paid for 2 years ago which obviously funded them and made it able to make the product, I have been patient enough.

    I attached an e mail where I’m asking about my order as well at my original receipt email.

    Business Response

    Date: 10/11/2022

    Hi *******,
    We appreciate your support and your patience. We have had a lot of headwinds through COVID and while we are still working on Cozmo 2.0, he's not ready for your home just yet. I know the wait can be frustrating; we will work to be better with communication and updates surrounding Cozmo 2.0 and I will share this feedback with the Marketing team to help the team understand your point of view.

    We will continue working on Cozmo 2.0 and we would love to get him to your doorstep as soon as we are able. We encourage you to reach out to our support team at *******@****************.com as well if you have any questions about our current status or where we are at with development.

    Thank you!
    Robbie B.

    Customer Answer

    Date: 10/12/2022

    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.

    My order was canceled after the complaint was filed, and the response was filed. I ordered Cosmo 2 years ago so I don’t know how I would receive the refund when my credit card has since expired. Also I did not ask for a refund I asked for the product I ordered. Which I had contacted your company mutual times and was told it would be just a few more months and now it’s been 2 years. Not once was I offered a refund, but now that I have made a complaint my order was cancelled. That doesn’t seem like a reasonable way to do business. 

     

    Regards,



    ******* ****

    Business Response

    Date: 11/03/2022

    Hi *******,
    I attempted to call today to discuss this but was unable to reach you; at this time we are experiencing challenges with Cozmo that are affecting our expected timeline for delivery this quarter. I know that's not optimal, and you've been so patient and supportive during this process that it's hard to relay that news. I misread your prior message to interpret that you wanted a refund for your order and completed that refund for you. To resolve this, we have a few options:

    1) You can choose to keep the refund provided to you and purchase when Cozmo 2.0 is available on our web site or in retail stores.
    2) I can re-place your order with a special request to our distributor to keep your place in line so that you get one of the first Cozmo 2.0 robots available on launch.

    I am absolutely glad to do whatever you prefer here so that we can get you the resolution you prefer most. However, I do want to be forthright in saying that the expectation to receive a Cozmo 2.0, even if you are one of first ones to do so, is going to be likely at least spring to summer of 2023. With the hardware changes we have made, there are tons of software changes to make and that has given us significant headwind in terms of manufacturing and production.

    Again, I cannot overstate that we appreciate your patience and your support- I want to offer you the best option for what we can do at this time. Please let me know which route you would prefer to go and I will make it happen. Thank you.

    Robbie B.
    Chief Experience Officer
    Digital Dream Labs, Inc.

  • Initial Complaint

    Date:10/01/2022

    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.
    Preorder a product and they never delivered it. They are nearly 2 years beyond the expected delivery date. They have ignored my requests for a refund and blocked me on social media platforms for requesting information on the progress or a refund. Many many people are in my situation and have had their money stolen by this company.

    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:09/26/2022

    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.
    I ordered their Cosmo robot on the 26th of NOV 2021. I have bank statements that show I was charged by digital dream lab HTTPSDIGITALD PA the amount of $260.96

    Product still has not been sent, and there have been no update as to when it actually will be sent. I have moved on from my military deployment in Poland and am no longer able to receive mail through Armed Forces mail. Instead of updating my mailing address to Europe, which I'm confident they can't ship to, I've requested a refund. After initially contacted by customer service, they are no longer responding to emails or inquiries on their automated system on their website. They have a clearly stated refund policy on their website, yet they are refusing contact or to refund the purchase price. I want a refund.

    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

    Customer Answer

    Date: 10/12/2022



    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,



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

Digital Dream Labs is NOT a BBB Accredited Business.

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