Complaints

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

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  Dibbly Inc

  60 Atlantic Ave Toronto, ON M6K 1X9

  
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  Dibbly Inc

  1267 Cornwall Rd Oakville, ON L6J 7T5

  

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:03/02/2025

  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.

  Complaint Against The Urban Writers Dibbly Create – Failure to Deliver Paid Service & Incomplete Refund
  
  I am filing a formal complaint against Dibbly Create (Dibbly Inc.) for failure to deliver a completed service, delayed email communication, and only a partial resolution.
  
  Transaction Details:
  • Order Date: December 27, 2024
  • Total Amount Paid: $1,050.93
  • Partial Refund Received: $677.47 (January 31, 2025)
  • Amount Still Owed: $373.46
  
  On December 27, 2024, I placed an order with Dibbly Create for a 30,000-word book titled “AI with a Human Touch.” The deadline for completion was January 16, 2025.
  
  The assigned writer, *** ******* failed to deliver a completed first draft. I could see a few chapters on the Dibbly Create platform but had to constantly remind the writer to correct the tone, as it was neither conversational nor friendly. The writing contained AI-generated content with minimal edits, including overused AI-generated words such as “nuanced,” “actionable,” “embark,” “delve,” “dive,” and “practical”, which I specifically instructed her to avoid.
  
  With one day remaining (January 15, 2025), the writer abruptly stopped working and emailed Dibbly support, leaving my book incomplete at Chapter 6. Since then, I have lost access to my project (she removed it online) and have received only delayed, inconsistent responses from customer support.
  
  Issues with Dibbly Create:
  • Failure to deliver the completed book – The first draft was never finished by the agreed-upon deadline.
  • Unprofessional conduct – The assigned writer abandoned the project without communication.
  • Fake business details – The company lists fake addresses online and provides a phone number that only plays a voice recording, preventing direct contact.
  • Delayed and inconsistent customer support – Emails were ignored or responded to only after long delays.
  .
  After escalating my complaint, I only received a partial refund of $677.47 on January 31, 2025, leaving $373.46 unpaid.

  

  Business Response

  Date: 20/03/2025

  Regarding the situation surrounding Order *****, as addressed by our customer service consultant, and our Senior Customer Success Coordinator, from our Customer Success Department.
  The customer service representative reached out to communicate with the customer regarding concerns raised by the freelancer about the extensive rewrites needed for the manuscript. The rep emphasized that the AI utilized in our process humanizes content and that the approved outline cannot be altered.
  Two service options were provided to the customer, who has expressed dissatisfaction with the project's progress and noted the missed deadline. The options include:
  
  AI Non Fiction Package: Where a freelance writer leverages custom AI tools to create a book, followed by professional editorial review.
  Human Written Manuscript Package: Involving direct collaboration with professional writers for entirely human-generated content.
  Following the customers feedback, the rep apologized for the experience and suggested a review to address the situation, asking for specific concerns. Andrea provided detailed feedback regarding the writer's performance, communication challenges, and dissatisfaction with the incomplete draft.
  To rectify this, the rep acknowledged these issues and requested that the customer complete a Quality Review form, which she did, stressing the urgency for a resolution due to the lack of progress. Communication has escalated, with the customer demanding either a completed draft or a full refund.
  In response, the rep confirmed a partial refund based on the work completed thus far but clarified that the overall process did not adhere to standard procedures. The situation has further complicated as the customer expressed feelings of being scammed and reiterated her request for a full refund.
  To address these concerns, the Senior Customer Success Coordinator offered to arrange new writers to take over the project or assist in resolving the issue. However, the customer remained insistent on obtaining a refund and has escalated her case to consumer complaint forums. The customer also proceeded to submit a chargeback with their bank. The senior coordinator, informed the customer that a full refund can only be processed once a chargeback associated with the order is withdrawn.
  The rep explained to the customer how they can retract the chargeback to facilitate the refund process, while also reiterating our willingness to generate the manuscript anew if she desires. It was made clear to the customer that we cannot provide a full draft within a day, but we stated that 3-Days is possible to have a full draft, written, and humanized.
  
  The customer did not respond to any of our emails further regarding the refund they requested, or the chargeback. The bank ultimately sided with the customer and they won the chargeback. We do regret that the customers experience was not satisfactory as we strive to provide the best customer service possible. 
  
  Our agents can be reached via the live chat feature that is available on the The Urban Writers platform, and website from Monday - Friday 05:00am - 17:00pm. We also have a support email that can be used to contact us which is *******@*******com