Complaints

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:06/26/2025

  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.

  On may 7, 2025I purchased a picture light from Docos via their website for approximately ******. When the item arrived, it had several clear defects including uneven paint and scratched finishes which made it unsuitable for display. I immediately reached out to Docos via email and included multiple high-resolution photos documenting the condition of the light. Despite this, my concerns were dismissed. The company refused to acknowledge the defects and instead told me what they considered acceptable, disregarding my experience and refusing any refund, replacement, or reasonable resolution. The tone of their response was dismissive and left no room for dialogue. I am filing this complaint so that other consumers are made aware of how Docos handles post-purchase issues and in hopes of prompting them to take responsibility for the condition of the products they ship and how they treat customers who raise valid concerns.

  Business Response

  Date: 07/09/2025

  Hi ***** ***********,
  This is ****** **** Docos I'm the manager of the Support Team, and Id like to personally address the concerns youve raised.
  First and foremost, Im sorry to hear that you were disappointed with the condition of the picture light you received. We genuinely value all customer feedback, and I regret that our initial communication left you feeling dismissed.
  After you reached out to us with photos of the defects, our support team reviewed the case thoroughly and engaged in further discussion with you. While we did not reach complete agreement on the severity of the issues, we ultimately offered a 35% partial refund as a gesture of goodwill to resolve the matter fairly. You accepted this resolution, and the refund was successfully issued.
  We sincerely hope this helped bring the issue to a reasonable close. We are always committed to improving our product quality and customer experience, and your feedback has been shared with our product and quality control teams for further review.
  Should you have any further questions or suggestions, please feel free to reach out again. Were here to help and open to communication.
  Best regards,
  ******
  Docos Support Team

• Initial Complaint

  Date:04/14/2025

  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.

  This is not closed/resolved. I will get the photo they request but this does not resolve the fact that they are refusing a return despite the fact we paid for return insurance and have valid reasons. Additionally, they need to post my review on the product website, as this is another misleading tactic and quite frankly I no longer wish to do business with such people. There is no video for install on the website, and the instructions are basically garbage.

  Business Response

  Date: 04/21/2025

  Can you please take a photo for us? This will help us better understand the issue. Could you also let us know exactly which accessories you believe are missing? We will check and get back to you as soon as possible. Please note that there is a complete assembly video available on our website, and this product typically includes all necessary accessories. However, if something is indeed missing, were more than happy to resolve the issue through negotiation. If it turns out you are missing a specific part, we can send you a replacement right away.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23196879
  
  I am rejecting this response because: Their response does not rectify the fact that they are using fraudulent business practices. My review of the product was removed from their website and they will not honor the return insurance that was added when the product was purchased. Also, there is no assembly video on their website and the downloadable assembly instructions are inadequate. There are several item/parts that are not shown and several steps missing. I should not have to attempt reinstallation of a faulty product when I paid for return protection, but I will. The product has a loose light strip, missing connecting wires and there is a gap from the base to the ceiling when installed. The product is therefore not as described/shown and I should be able to exercise my right to return it.

  
  Sincerely,
  
  *** ******

  Business Response

  Date: 04/28/2025

  Thank you for reaching out regarding your recent purchase. We understand that sometimes products may not meet expectations, and we're here to assist you in finding the best solution.
  
  For returns, please use the following address:
  
  Name: **** ****
  Address: *********************************************************************************************************************
  Tel: **********
  After waiting for you to return the package, we will refund you in full
  Please return the package to the specified address.

  Customer Answer

  Date: 05/09/2025

  The order was placed using my wife's email address.

  Her email address is ******************************

  Order number #DC11698

  Business Response

  Date: 05/08/2025

  Can you share your order number with us? We attempted to locate your order using the email address associated with your message, but were unable to find a matching record. Please provide your order number so we can review the details and assist you further with your return request and concerns about the missing parts and product description. We also take review moderation seriously and will look into why your feedback was removed.

  Business Response

  Date: 05/13/2025

  Dear ***** *****,
  My name is ******, and Im the head of the Docos Support Team. Im personally reaching out regarding your recent complaint filed with the BBB. We sincerely apologize for the inconvenience and frustration this experience has caused you, and Id like to take this opportunity to make things right.
  After reviewing your order details, we understand that your primary concern is that the product you received does not support dimming. It appears that you originally purchased the monochrome warm light version, which is not dimmable. On our website, we offer both a standard version and a thyristor dimming version, and your order was fulfilled based on the selected option.
  To resolve this issue, wed like to offer you the following solutions:
  Option 1:
  We can send you a compatible dimmable light source and driver at no additional cost. Once installed, this will enable the dimming function youre looking for.
  Option 2:
  If you prefer not to replace the components, we can offer a 50% refund as compensation. The product you received is fully functional and matches your order, so while it is not eligible under the shipping insurance policy, we still want to make a gesture of goodwill. Would you be open to keeping the item with this partial refund?
  Option 3:
  If neither of the above options work for you, you may return the product for a full refund. Please send the item to the following address:
  Recipient: **** ****
  Address: ***************************************
  City/State/Zip: *******************, ***
  Phone: **************
  Once we receive the return, well promptly process your full refund.
  *****, we value your feedback and are committed to resolving this to your satisfaction. Please let us know which option you prefer, or if there's anything else we can do to assist you further.
  Warm regards,
  ******
  Head of *************************start="2221" data-end="2224">Docos Support Team

  Business Response

  Date: 05/13/2025

  Dear ***** *****,
  My name is ******, and Im the head of the Docos Support Team. Im personally reaching out regarding your recent complaint filed with the BBB. We sincerely apologize for the inconvenience and frustration this experience has caused you, and Id like to take this opportunity to make things right.
  After reviewing your order details, we understand that your primary concern is that the product you received does not support dimming. It appears that you originally purchased the monochrome warm light version, which is not dimmable. On our website, we offer both a standard version and a thyristor dimming version, and your order was fulfilled based on the selected option.
  To resolve this issue, wed like to offer you the following solutions:
  Option 1:
  We can send you a compatible dimmable light source and driver at no additional cost. Once installed, this will enable the dimming function youre looking for.
  Option 2:
  If you prefer not to replace the components, we can offer a 50% refund as compensation. The product you received is fully functional and matches your order, so while it is not eligible under the shipping insurance policy, we still want to make a gesture of goodwill. Would you be open to keeping the item with this partial refund?
  Option 3:
  If neither of the above options work for you, you may return the product for a full refund. Please send the item to the following address:
  Recipient: **** ****
  Address: ***************************************
  City/State/Zip: *******************, ***
  Phone: **************
  Once we receive the return, well promptly process your full refund.
  *****, we value your feedback and are committed to resolving this to your satisfaction. Please let us know which option you prefer, or if there's anything else we can do to assist you further.
  Warm regards,
  ******
  Head of *************************start="2221" data-end="2224">Docos Support Team

  Customer Answer

  Date: 05/13/2025

  ******
  
  Whilst the dimmable feature was an issue, it was just the cherry on the cake of several issues. Of which, your team failed to understand and kept pursuing the fact that the refund was only being considered because of this feature.
  
  I am willing to accept option 1 but there are other issues that need to be addressed also, see below. I have tried to write this message several times and had issues with it saving, I think because of the attachments. I can send photos of the issues below if you provide me with a suitable email address.
  
  1. There is a s**** missing from the LED strip.
  
  2. There are no wires included to connect the 2 wire terminals included with the light. I can provide the live, neutral and ground wires from the mains, but the wires inside the light should be included with the light.
  
  3. The light base does not sit tight to the ceiling. Since there are no clear assembly instructions, I cannot verify the correct way to install. I assumed I installed it correctly because the hardware was mostly already in place on the bracket when I opened the box. I simulated this using a spirit level as I was not going to attempt failed installation again for the purposes of a photo.
  
  4. After being left frustrated by my experience trying to install this light, I left a review on your website, which was later removed and still to this day is not there. This left me with a feeling that your company is not operating with decency, and consumers are not receiving accurate feedback. This did not sit well with me and was another reason why I was reluctant to continue to do business.

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23196879
  
  I am rejecting this response because: 

  ******
  
  Whilst the dimmable feature was an issue, it was just the cherry on the cake of several issues. Of which, your team failed to understand and kept pursuing the fact that the refund was only being considered because of this feature.
  
  I am willing to accept option 1 but there are other issues that need to be addressed also, see below. I have tried to write this message several times and had issues with it saving, I think because of the attachments. I can send photos of the issues below if you provide me with a suitable email address.
  
  1. There is a s**** missing from the LED strip.
  
  2. There are no wires included to connect the 2 wire terminals included with the light. I can provide the live, neutral and ground wires from the mains, but the wires inside the light should be included with the light.
  
  3. The light base does not sit tight to the ceiling. Since there are no clear assembly instructions, I cannot verify the correct way to install. I assumed I installed it correctly because the hardware was mostly already in place on the bracket when I opened the box. I simulated this using a spirit level as I was not going to attempt failed installation again for the purposes of a photo.
  
  4. After being left frustrated by my experience trying to install this light, I left a review on your website, which was later removed and still to this day is not there. This left me with a feeling that your company is not operating with decency, and consumers are not receiving accurate feedback. This did not sit well with me and was another reason why I was reluctant to continue to do business.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 05/14/2025

  Hi *** ******,
  
  Thank you for your message. Were sorry to hear about your experience and appreciate you taking the time to share these detailed concerns. Id like to address each of the points you've raised and work with you toward a fair and satisfactory resolution.
  
  Firstly, we understand that the dimmable feature was not the only issue, and we acknowledge your frustration with how the matter has been handled so far. We are committed to addressing all of your concernsnot just the dimming functionalityand we appreciate your willingness to consider Option 1. Please find our responses below:
  
  1. **Missing S**** from the LED Strip**
     Please send us a photo showing the missing s**** area so we can confirm the issue. While one missing s**** typically does not affect functionality, we absolutely want to make it right and can send replacement screws immediately upon confirmation.
  
  2. **No Internal Wires Provided to Connect the Terminals**
     Normally, the LED driver comes pre-wired internally, with users only needing to connect the light to the mains (live, neutral, and ground). If the internal wires are missing or too short, please send us a photo so we can confirm and send the necessary wires to complete installation. This issue is resolvable and well support you through it.
  
  3. **Light Base Does Not Sit Flush Against Ceiling / Lack of Instructions**
     We sincerely apologize for the lack of clear installation instructions. We recommend watching this video guide for a similar ceiling light:
     [Installation Video](*******************************************)
     It may help clarify the process and ensure a flush fit. If you've already followed this and the issue persists, please send a photo showing how it sits after installation or simulation with a level. If it turns out to be a defect in the bracket or base, well provide a solutionwhether thats replacement parts or a refund.
  
  4. **Deleted Review**
     Were very sorry to hear that your review did not appear on our site. We value all customer feedbackpositive or negativeand never intentionally remove fair reviews. We will escalate this internally to ensure your voice is heard and investigate why your review was not published.
  
  We understand that this experience has been frustrating, and wed like to rebuild your trust. Please email your photos and any further information to **[***********************](mailto:***********************)** so we can resolve this swiftly. If, after installation, the product still does not meet your expectations, we are open to a full refund.
  
  Thank you again for your patience, and we hope to turn this situation around for you.
  
  Best regards,
  ******
  Docos Support Team

• Initial Complaint

  Date:09/09/2024

  Type:Sales and Advertising 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 returned the item. **** tracking # **** 1139 0527 4254 4073 97

  Something to note - **** corrected the address to be **********, MD and not *********, **. They assured that was the correct address. The items were packaged exactly how it was received with original packing and box. Thank you,

  gesting I give the items to a friend. They also claimed these issuesmisaligned sockets, scratched wood, unreliable adjusters, and travertine discolorationwere "normal" and thus not covered under their return policy.I pointed out that none of these potential defects were mentioned in the product description. Had they been, I would never have proceeded with the order. This entire process has felt unreliable and frustrating, and all I want is a full refund, including the return shipping cost. The amount I paid for will not included the shipping cost they are making me pay for. Would like them to provide a return label so it does not come out of my pocket. Thank you,

  Business Response

  Date: 09/10/2024

  If a customer requests a refund, we need the customer to return the product to us.

  Customer Answer

  Date: 09/10/2024

  I have returned the item. **** tracking # **** 1139 0527 4254 4073 97
  Something to note - **** corrected the address to be **********, MD and not *********, **. They assured that was the correct address. The items were packaged exactly how it was received with original packing and box. Thank you,

  Customer Answer

  Date: 09/12/2024

  Hello, the item has already been returned and is scheduled for delivery today. I want a full refund for the items. Im not sure how 50% of an item I dont want and isnt functional helps. I provided the tracking in my previous response. 

  Customer Answer

  Date: 09/13/2024

  Return was delivered on September 12th. Attach is the confirmation. 

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22253876
  
  I am rejecting this response because: Return was delivered on September 12th. Attach is the confirmation. 
  

  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 09/16/2024

  The customer has returned the product for a refund, and we have refunded you the full amount and completed the order.

  Business Response

  Date: 09/17/2024

  The customer has returned the product for a refund, and we have refunded you the full amount and completed the order.

  Customer Answer

  Date: 09/17/2024

  Can confirm that they refunded me the product. My concern still is that they initially were randomly charging me $80 for a return when it costed me $16 with insurance. That is very skeptical to me. All in all, glad this is resolved. Would not recommend this company. Thank you, BBB.