DocosReviews of docos.us

Reply from DocosFeb 13, 2026

Thank you for your feedback, and we sincerely apologize for the frustration caused by the alignment of your pendant lamps. We take your concerns very seriously. We would like to clarify a small misunderstanding regarding the materials: the shades of the Eloise series are crafted from high-quality resin and composite materials, chosen specifically for their durability and unique matte texture, rather than "cheap plastic." Regarding the "crooked" appearance, this is often due to the dual-lampshade design. Because two independent shades are nested together, they may shift during transit or installation. This can be easily resolved with a 5-minute manual adjustment of the internal locking nut (under the wooden decorative piece). We have already sent a detailed instruction email and a demonstration video to your registered email address linked to order #DC21207. We stand behind our products and want to make this right. If the manual adjustment does not meet your expectations, please reply to our email directly, and we will provide a further solution (such as a replacement or partial refund) to ensure your satisfaction. Sincerely, Hazelle Docos Customer Service Team

Reply from DocosDec 24, 2025

Thank you for your feedback. We are sorry to hear the lamp didn’t suit your specific needs, though we would like to clarify the situation for transparency. The issue was a mismatch between the lamp's fixed extension (3.1") and your extra-deep picture frame (2.5"), rather than a product defect. Regarding returns, our policy states that non-defective items must be returned to the original fulfillment center. We understand that international shipping can be inconvenient, which is why we proactively offered several alternatives. As a final resolution, you accepted a $75 partial refund on November 12th (representing a significant portion of the price) while keeping the lamp to avoid the hassle of a return. This refund was processed immediately to your original payment method. We strive to find a balance between our policies and our customers' satisfaction, and we believe this was a fair resolution. Should you have any further questions, please reach out to us at [email protected]. Best regards, Hazelle Docos Customer Service Team

Reply from DocosDec 4, 2025

Hello We saw your Trustpilot review calling our follow-up email a "SCAM," and we sincerely apologize. We completely understand your frustration. The email requesting an extra payment was due to an internal pricing error and was handled incorrectly by our team. It was never our intent to mislead you. As promised, we fully honored your right to a refund and immediately processed it. We regret that our mistake caused you such inconvenience. We've taken steps to prevent this from happening again. We would be very grateful if you'd consider updating your review once you confirm the full refund has been processed by your bank. Thank you for your understanding. Sincerely, Hazelle Docos Customer Service Team

Reply from DocosOct 28, 2025

Thank you for sharing your feedback. We sincerely apologize for the delays and confusion you experienced with your order. We understand how frustrating it must have been to wait longer than expected and to encounter unclear information about shipping and returns. We also appreciate your comments regarding the product quality. Your feedback helps us improve both our product descriptions and our shipping process to ensure a smoother experience for our customers. We are glad to hear that, despite the delays, you found the product acceptable. Please know that we take your concerns seriously and will work to make our shipping timelines, return policy, and overall service clearer and more transparent in the future. Thank you again for your feedback. We hope to have the opportunity to serve you better in the future. Sincerely, Hazelle Customer Service Team

Reply from DocosOct 17, 2025

Hello, Nai Li Nellydean, I hope you are doing well! Thank you for reaching out and sharing your concerns regarding our lighting products. To assist you promptly, could you please provide your order number? This will allow us to review your purchase and address your concerns accurately. We would like to clarify that all of our lights are UL certified for use in North America. This means they meet strict safety standards and there is no risk of incompatibility or fire hazard. Your safety is our top priority, and we ensure that all our products comply with the necessary certifications. Once we have your order details, we can also assist with any questions regarding your purchase, returns, or installation. Thank you for your understanding, and we look forward to your reply so we can assist you further. Sincerely, Hazelle Docos Customer Support Team