DocosReviews of docos.us

Response from Docos· Oct 13, 2026

Hi, We’re sorry for the concern regarding your order. We have already been in contact with you by **email** and have sent you an update explaining the current status of your order. Please kindly check your inbox, as well as your spam or junk folder, for our latest message. If you are unable to locate it, please let us know and we will be happy to resend the information. Best regards, Diana Customer Service Team

Response from Docos· Oct 10, 2026

Hi Mary, We’re very sorry for the frustration this shipping experience has caused. We have replied to you by email with the latest tracking information and detailed shipping progress for both fixtures in your order. We would also like to clarify that our factory is located in Asia, and our standard shipping method typically takes approximately 4–6 weeks. This includes international transportation and the customs clearance process before the package is handed over to FedEx for final delivery. Both of your fixtures are currently in transit, and our team will continue monitoring the shipments until they are successfully delivered. We sincerely apologize that the delivery timeline did not meet your expectations and for the inconvenience this has caused. — Hazelle Docos Customer Service Team

Response from Docos· Oct 4, 2026

Hi, We’re very sorry for the delay and completely understand your frustration. We’d like to clarify that your package is currently delayed because the container carrying your shipment is undergoing a customs inspection at the local port. We have been actively following up with the carrier and logistics team regarding the situation. As soon as we receive any new information or an update that the shipment has been released, we will notify you immediately. We also want to assure you that our customer service team is made up of real people, not an AI-only support system. We understand how frustrating it can be when you’re waiting for an order, and we are genuinely doing our best to follow up and assist you. We sincerely apologize for the inconvenience and appreciate your patience. Best regards, Diana Customer Service Team

Response from Docos· May 25, 2026

We are very sorry for the delay and frustration you experienced with the replacement part. This was not the level of service we want to provide, and we understand how disappointing it must have been to wait so long to complete your fixture. We appreciate you sending the requested details and giving us the opportunity to resolve the issue. This matter has now been handled, and we are sorry again for the inconvenience caused. Thank you for your patience and understanding. Warm regards, Hazelle Docos Support Team

Response from Docos· Mar 10, 2026

Thank you very much for taking the time to share your feedback on Trustpilot. We fully acknowledge that this shopping experience fell short of your expectations. We sincerely apologize once again for the significant frustration and inconvenience caused during our initial interactions, which stemmed from our failure to provide a sufficiently clear and professional explanation regarding our measurement standards. We admit that errors occurred in our communication during the resolution process, and we failed to provide you with a satisfactory solution right from the start—a standard of service that Docos certainly does not aspire to. We are deeply grateful that, during our subsequent exchanges, you gave us the opportunity to rectify our mistakes. We are delighted that we were ultimately able to reach a mutual agreement. Through a 50% partial refund, we were able to assist you in resolving the issue of replacing the glass shade within your budget, ensuring that this pendant light can remain a part of your home. Your feedback is invaluable to us; it serves as a crucial reminder that we must be even more rigorous in how we list product specifications and handle our after-sales service. We have already refined our internal processes based on your suggestions to ensure that similar misunderstandings do not occur in the future. Should you have any further questions or require additional assistance, please do not hesitate to contact us directly at [email protected]. We sincerely hope to have the opportunity to provide you with a superior and smoother service experience in the future.

Response from Docos· Feb 28, 2026

Dear Jay, Thank you for sharing your feedback. We take such concerns very seriously. We have conducted a thorough search of our system, but we are currently unable to locate any order associated with your name or this review. To help us investigate your specific situation and provide a fair resolution, could you please provide your order number? We would like to clarify that while our design and administrative offices are located in the US and UK, our specialized manufacturing facility is based in Asia to ensure artisanal quality. We sincerely apologize if there was any confusion regarding the return logistics or the bulb specifications of your fixture. Once we have your order number, we can look into the product listing you mentioned and work with you directly on a solution that doesn't involve prohibitive shipping costs. We look forward to your reply. Best regards, Miya Customer Service Team.

Response from Docos· Feb 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

Response from Docos· Dec 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