Complaints

This profile includes complaints for DreameTech's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  DreameTech

  2605 Technology Dr Ste 300 Plano, TX 75074-7490

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  DreameTech

  16192 Coastal Hwy Lewes, DE 19958-3608

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:04/02/2025

  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.

  I purchased a Dreame L40 Ultra robot vacuum/mop December 22 2024. I started noticing it was running into walls and other objects at full speed around 5 or 6 weeks after purchasing. The longer I kept using it the more frequent it happened. I finally decided to reach out to ****** February 24th 2025. They wanted video of what was taking place. When I had time to watch it clean I sent them multiple different videos of it running into objects and they decided it would be best to send the robot in for warranty repair/replacement. I sent it in on March 12th and Dreame received it on March 13th. March 25th they reached out and said my device had multiple problems and they could send a refurbished device or wait two more weeks to receive mine after it was repaired. I chose the refurbished device since they implied it would be faster. Its April 2nd and I have not heard anything back. Ive reached out multiple times and each time they tell me they have escalated my request to the advanced team. Im beginning to wonder what the heck is going on and if Ill ever get a device back.

  Business Response

  Date: 04/22/2025

  Hello ,
   
  I would like to express my gratitude for the significant work you undertake. Your dedication to fostering trust and transparency is highly valued.
   
  we take pride in our products/services and assure you of our unwavering commitment to customer satisfaction. If you encounter any concerns, please do not hesitate to reach out to us for assistance.
   
  Best regards, 
  ****.

  Customer Answer

  Date: 04/29/2025

  Finally, DREAMETECH sent me a working device.

• Initial Complaint

  Date:03/18/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  02-Dec-2024 - Ordered L20 Ultra Robot Vacuum via ************************** and received order number U28368 11-Dec-2024 - Order U28368 delivered vacuum via ***** tracking number ************ 24-Jan-2025 - Initiated support for Mop Pads not detected.26-Jan-2025 - Educated can not help troubleshoot till 1-Feb-2025 due to out of the country.1-Feb-2025 though 22-Feb-2025 - Worked with support team via Email communication 22-Feb-2025 - DreameTech Support team created warranty case CASE202502220181 to ship L20 Ultra Robot Vacuum to be repaired 24-Feb-2025 - DreameTech provided Pre-******** shipping label to ship Vacuum to be repaired. *** tracking number 1Z12V61W0390146841 26-Feb-2025 - DreameTech received my L20 Ultra Robot Vacuum via *** package 1Z12V61W0390146841 28-Feb-2025 - DreameTech informed via email, vacuum will be shipped back via *** tracking number 1Z12V61W0398751940 07-Mar-2025 - Informed DreamTech support via email at ******************************************* that *** has not received item for tracking number 1Z12V61W0398751940 and looking for an update 10-Mar-2025 - Used ************* webchat and partnered with *******. Informed ******* that case CASE202502220181 has no movement of *** tracking number 1Z12V61W0398751940. ******* informed he escalated the issue and someone will get back to me.12-Mar-2025 - Used ************* webchat a second time and partnered with *****. Informed no update has been provided and need a commitment when I will receive an update. ***** informed he can not provide a timeline but has escalated the issue.17-Mar-2025 - DreameTech support agent ******** updated me via email informing shipping was already completed and provided tracking number ***** ************. That ***** tracking number was the initial tracking number of ordering the L20 Ultra Robot.18-Mar-2025 - Requesting assistance from Better Business Bureau via ************************** to help move this warranty forward as to date, *** tracking number reports they have not received product to ship back to me.

• Initial Complaint

  Date:03/13/2025

  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.

  Theres supposed to be pics and more info I couldnt add. Health is affected. There are multiple requests Ive made that Dreame is deliberately ignoring and refusing to send answers ******** 1: shows day original item was received, unboxed and what display was on machine. It also depicts the day it was sent back to me after repair and a completely different ************* 2: shows the email sent to me from dreame directing me to be home for delivery and NOT sign if there appears to be any issues. Shows time the repaired device was delivered. 2 minutes later box was in my home NOT signed for and videos being recorded of condition I received it in. 12 minutes after repaired device was left at my door I was messaging dreames messaging service. This also shows that 7 minutes after repaired device was left at my door I was already calling dreames customer service. Also, *************************************************** to unbox it and see if everything works, I called Dreame back with major concerns which I tried expressing for 11 minutes before being told to let the machine charge and just see if the machine ************ 3: shows I contacted dreame the following morning (February 1, 2025) and was told this was indisputably my machine and completely refusing to acknowledge the difference in displays and refusing to give any sort of explanation. In that same conversation I was also told that if you are still insisting triggering a major ptsd episode for me. This statement insinuates that I am out of line and have nothing to be upset about. This same grouping also shows FIVE completely different conversations telling me that my screen has just been updated to the new version and that dreames new-unit inventory no longer carries the original screen that I had on my machine before sending in for repair. That is FIVE very blatant and deliberate lies.March 1 Dreame was notified again that the repaired machine is broke, no agreed upon resolution to date.

  Customer Answer

  Date: 04/13/2025

  I wanted to notify the BBB that thru amicable communication Dreame Technology ******** and I have come to a mutual agreement. I very much appreciate the BBBs help, but I would like to withdraw my complaint and close my case. 
  

  Thank you very much for all your help,

  ********** Shramovich 

  Customer Answer

  Date: 04/15/2025

  Good morning,

  I just wanted to confirm that the BBB received my email from 4.13.2025 stating that Dreame Technology and I, through mutual communication, have come to an amicable agreement. With that being said, I would like to withdraw and/or close my complaint against Dreame that I previously filed with the BBB. 
  

  Thank you again for all your help,

  ****** Shramovich 

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 dreame L10s Ultra robot vacuum on 12/1/2024. After set up and first use, the unit was faulty as it would not return to its charging dock (which is a crucial element to allow it to self clean). I submitted multiple tickets to explain the issue and find a solve. They were unresponsive until AFTER the 30 day return window had closed. I attempted multiple times to problem solve this issue with customer service and they assured me that if they were not able to fix it over the phone they would send me new parts or ship me a return label. I never heard a substantive response after that. I followed up multiple times just to have them say that "the request was escalated to their advanced team." I continued to follow up after not hearing back and they eventually gave me a 10 day window for when they would get back to me. That time passed without response. All I was asking for was a return label. Their customer service is horrible and bordering on fraudulent how they assured me that I could attempt to fix the device without fear of missing the return window.

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  For the folks at the BBB this is a formal complaint as I purchased the dreams tech pro wet dry vacuum cleaning machine off of the tik tok shop and contacted the customer cares team per the instruction pamphlet received from Dreame as it never worked when received(this started in November of 24 and continues today) and have been trying to get a refund since they never sent me a new replacement and they have now been so difficult to work with and I just want a refund. They have failed to contact me back via phone as requested and have failed to understand I do not need nor do I want a refurbished machine as the machine I purchased from them was brand new. I fear this company is now fraudulent. I have called several times and emailed and spoken with several different people and they keep referring to me as ********* as well.

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Bought a Dreametech L20 Ultra Robot for $951.52 from their supplier ******** in May 2024. Robot worked great until an incident occurred where the front wheel was broken off of the machine. On December 20th 2024, I issued a request to Dreametech warranty to have my robotic vacuum fixed as it was still under warranty. Communication was requested to prove ownership of vacuum and confirm the problem and eventually I was provided a shipping label to ship vacuum to their location in ****** to be fixed. When I received the vacuum in return on January 7th 2025, the front wheel was fixed but it had a new problem that made the vacuum inoperable. On January 10th I started a new claim to request a new vacuum as I no longer trusted the operation of the vacuum they sent back to me broken. After months of repeated communication and promises, I have not received a new vacuum, nor a solution to the problem. It has now been over 2 months without a working vacuum and extensive promises that havent been resolved. I am requesting my money back for the price of the original vacuum or an immediate replacement L20 or better vacuum with the same standard warranty.

• Initial Complaint

  Date:02/11/2025

  Type:Product 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 U32231 I ordered two items by mistake and contacted **************** right away.They told me to reject receiving one of the items and they'll refund when it was returned to them.Tracking ***** ************ They received the item back on January 15th but still they haven't returned that money, $330.74.I contacted them so many times but no answer. They answered they will do online chat but they didn't.****** tried to resolve this issue but they didn't corporate. I didn't get the item as you told me. REFUND $330.74 immediately.

  Business Response

  Date: 02/28/2025

  The refund has been processed. 

• Initial Complaint

  Date:01/31/2025

  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.

  The company warranty is one year, but not substantiated. Filed claim under timeframe and was pushed out 45 days via customer service. Claim number was not filed until after ******* calls to customer service pushing me past the one year warranty timeframe. I was told a new device would be sent but after 45 days I was told today that there is no time line for resolution. More than frustrating hence the complaint here.

  Customer Answer

  Date: 04/01/2025

  The company has resolved the issue satisfactory after replacing the device. Thank you.

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 my Dreame H14 Pro Wet and Dry Vacuum on 1/11/25 under Order U32316. I sent an email 3 days later to ******************************************* on 1/15/25 to receive an update. On 1/17/25 I called because I received at that time no response to the email sent on 1/15/25 as of yet. When I called I had one of the rudest and unresponsive responses from the agent who refused to give me a reference number. I called back on 1/20/25 and was told my wet vac would be mailed in 3 days and Id get a call back from a manager. To this day I have not received a call back from a manager or a tracking number that my device has been shipped. Instead now I get a daily email stating my device is out of stock and will be shipped within the first week of February 2025 but does not specify a date or really what Dreame Tech considers a week because its already been established their counting is a bit off. Now I get a DAILY email from unnamed customer representatives constantly saying the H14 is out of stock and will be shipped in the first week of February 2025, almost like an automated message. To this day, I checked Dreame Tech website and the Dreame H14 Pro Wet and Dry Vacuum is still being sold with NO INDICATION THAT ITS SOLD OUT & BE A DELAY IN SHIPPING. This is false advertising. Id want my item shipped now and as an apology for the continued frustration Dreame should be offering me an extended warranty at no cost to me that ****** sells on their website for $119 called H14 Pro Extended Warranty-2-Year.

• Initial Complaint

  Date:01/27/2025

  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.

  I have a warranty issue and I am not getting any support from DreameTech to resolve the issue. I have emailed support asking for help for over 3 weeks and have not received any help. I have called their support number numerous times and after 5-10 minutes I have been told no one is available and I have to call back later.

  Customer Answer

  Date: 02/20/2025

  Hello - thank you for your help.  The company has responded to me and has fixed the issue.  I wish to close this case as no further action is needed.

  Thanks - ***