Cocoon Sofa Beds Avis 652

Cocoon gave zero response to emails sent, took way too long to deliver a somewhat standard sofa bed

I really love my product, I ordered the Charlie Sofa in the Now or Never colour of the new teddy bear material. I went to the showroom to decide, and Craig was really helpful at showing and demonstrating all the products. As per other reviews, the wait time is long, however this was clearly communicated from the beginning and I got frequent updates. Thanks cocoon!

It's been a delight from the beginning to the point of delivery and assembly. It was daunting to order something like this online without actually seeing it but I have absolutely no regret!!!
The major highlights for us were-
1) ease of ordering
2) communication from company
3) zero delays right from the start, the date that an action was promised, it was done by that day
4) ease of tracking
5) very pleasant and lovely gentleman Connor and Mason that came to deliver the product and assembled it super quickly, left our apartment neat and tidy, took away all the rubbish and were very nice to chat to. Showed us how it all worked. Communicated well about their time of arrival as well.
6) finally the sofabed- we bought the Ashley corner sofa bed cherry micro weave. It's absolutely stunning!!!! So easy to assemble and disassemble. Looks beautiful and is extremely comfortable.

It was great being able to see and feel the colours and fabrics for all the multiple choices. The choices available are comprehensive. Great idea to borrow and return the swatch book which was quick easy and free to return.

Terrible customer service with initial order and then return.
Ordered one in May and, despite numerous contact attempts, finally delivered late. Found to be damaged and poor quality so asked for a return via a 'ticket' system. Return collected 5th July. Refund due within 21 days (according to Cocoon's own policy - 15 working days). Now on 46 days waiting (27 working days) and, despite calling most days and emailing every other day. No response still. Customer Service always say they'll chase it and message me back straight away. That's never happened once!
In total, around 70 phone calls made, 15 emails, 2 online chats and 2 'tickets'. Still no response.
Refund delay is now costing credit card interest at the full rate too!
Made contact with FCA and Trading Standards as last resort. Suddenly, refund processed.
I would rate this as one of the worst customer service experiences I have had.

Order from Cocoon Sofa Beds IF you want to play a game of “will my sofa ever arrive”?

Today is our 75th working day since the purchase that apparently had a worthless 28 day delivery guarantee.

Many excuses have been given (e.g. new delivery partner, the sofa bed is in the warehouse, we are continually promised delivery “next week” because something unforeseen has appeared, etc). But none of these excuses are the responsibility of the customer!

I’ve been on the edge of asking for a full refund for many days. My patience will run out very soon.

Order number: 14571

Edit 1 [Clarification after Cocoon Response]: the factory holidays in August started 55 days after our purchase date and therefore didn't affect the failure to deliver within 28 days

Cocoon are very helpful and professional. They kept us up to date on the progress of our sofabed right up to delivery.
We now have a very comfortable and stylish sofa in our conservatory and are very happy with it.

I ordered the second sofa (as I was happy with the first one) in the beginning of May with a guaranteed delivery time 28 days later. Now it is Aug 10 and we were told the sofa is in the UK distribution center and waiting to be rooted on the delivery system. I knew sth was wrong because the tracking system originally displayed a delivery date in early June, but then it changed to late June, then late July. The tracking system still shows late July. I have been chasing the company by emails to understand what is going on. Even though they respond within 2-4 days and sounds like they want to help, then nothing happens in action. Either there is no good communication with their delivery partners (as delivery does not happen) or they are not honest to their clients. This week, my husband called on Monday, and start asking about the process of a full refund. Then it was implied by their side that we need to confirm we do not accept the delivery of the product in the return form. lol - what delivery? They mention they are trialing a new system, called JIGSAW. We are worried that we will not receive the product. All this causes us distress. I recommend their products but the level of uncertainty we experience is unprofessional, and unexpected given other reviews. Since there seems to be a general delivery issue, why don't you inform your clients with a general message in your website, explaining the situation? I am happy to update this review, if we ever meet our sofa in person.

UPDATE: Sofa has been received late September. Assembly and delivery people (from Empire) were kind and time efficient. Product also very good, we are happy with it. I would have given 5 stars if summer delivery issue (described above) hadn't occured.

Was quite nervous about ordering a sofa bed online without testing it out in the showroom but decided to trust the reviews, and I am so glad I did!

The sofa bed is beautifully made, solid construction and very comfortable (I prefer a firmer sofa which this is).

The sofa has gone into a true box room upstairs so needed to be a snug fit and get upstairs without issue. The delivery team were great, good communication, got it upstairs, built it and took all the rubbish away - it was a really smooth professional process!

Both the bed and sofa are wonderfully comfortable and I can see it lasting for many many years! A big thank you to cocoon.

All I can say is if you are hesitating like I was, I have had a wonderful experience start to finish.

Extremely disappointed. They lack commitment to delivering the product on time. Our sofa bed is ready and waiting in the warehouse but has not been delivered for weeks. Their pricing policy is also shoddy. They significantly dropped the price just after I placed my order but didn't care to inform me when I was checking the price with their agent. I wouldn't buy from them again.

Not sure why I am having a different experience from other reviewers, but I placed my order over 2 months ago and was receiving nice auto updates that stopped a few weeks ago. Now I have no idea where the sofa is as the delivery date has passed and the company is not responding to my emails. Getting worried now that I won't receive it.

From order to delivery the service was brilliant. Customer Services kept in touch with updates throughout and even when there was a delay due to quality issues we were offered a loaner until it arrived. Delivery was great to, the drivers got in touch on the day, put the sofa bet in place, unpacked and took the rubbish away and even did a demonstration of the sofa beds works. On top of all this we can't belive how comfortable the sofa bed is. Very happy customer who would HIGHLY recommend Cocoon.

Great sofa-bed. Very comfortable sofa and we have confirmation of the comfort of the bed from our recent guest. The communication and accuracy throughout the manufacturing, shipping and installation process has been excellent.

I took delivery of an Alice Sofa Chair yesterday. The delivery took longer to arrive from Germany, than stated in the original order. On arrival - the item was well packaged and survived the transit with no issues. Note that the item will arrive in 1 unit, which didn't fit through the door. Jigsaw delivery took away for further review of the problem. I went online and noted disassembly instructions and called Jigsaw to return. They did, and when we removed all shipment wrapping were able to take the item through the doorway. Jigsaw delivery team were very helpful - Dave and Huw.

Great sofa bed, very compact and comfortable to sleep on! I prefer a deeper sofa as I like to sit with my knees up, so I do find the cushions a bit too thick. But aside from that it's perfect!

Took longer than expect to arrive but it's great quality and we got a delivery window well in advance so we could give away our old sofa without rushing.

Tommy and Umar from Jigsaw did such a great job delivering it, we live on a walk up with lots of narrow corridors but they brought it right up to my living room!

I haven’t had it delivered yet. But I ordered the sofa on the 9th of May. And I’ve been told I was going to receive it mid/late June. I have friends staying next week (22nd July) and it’s still not here. I’m now having to source an airbed for them. I’ve been in contact with someone but took some time to receive a reply and they blamed it on the new tracking system. I was supposed to receive a call “end of this week” to discuss what date it was arriving and have yet to be called. So have to wait until next week again to hear anything. Appalling service - I just hope the sofa is worth it

Absolutely fantastic aftercare service. I had an issue with the arm of our sofa bed and it was dealt with swiftly and professionally, and we were kept informed throughout the process. Would highly recommend Cocoon to anyone wanting to purchase a sofa bed.

I'm a repeat customer, bought the first sofa 2 years ago, at that time the communication was great and they delivered more or less within the stated 28 days. This time round the price has increased and the communication has dropped off a cliff! Ordered the sofa mid may, last update was to confirm my sofa has been built at the start of july with delivery due 3rd week of July, just checked the tracking info and date has been delayed to the end of July with no updates or explanation. My friend ordered one at the same time and is having the same issue! Cocoon have only been going for 5 years and have allowed their customer service to completely drop, if they want to be around for another 5 years they really need to focus on improving their service and communication. Personally I won't be returning and I advise you to consider alternative companies that are more established.

Unfortunately, this was the worst experience I've had with a furniture company so far. Delivery was nearly 3 weeks late despite assurance from the customer team that there was plenty of time and would be delivered well before the date provided to them. The company was aware from the start that the sofa bed was being delivered to Scotland and yet failed to inform me that the delivery could be delayed due to the location. From the start I was advised that I would be contacted within 3 days from the factory collection date, in fact the tracking link is still showing that I would be contacted within 3 days which never happened. Eventually I was told that it could take around 10 days to be contacted to arrange the delivery since the sofa bed was being delivered to Scotland. However, I was contacted 21 days later! Conflicting and incorrect information was given during the whole process. Once I was advised that the delay is caused by issues with their system and trucks, another time I was advised it's because of the location. On top of that, I found out that I have been overcharged. I contacted the customer service with a complaint on 20.6.2024 and chased a response twice now. Still no response received. I am very disappointed in such poor service and would recommend everyone to look for a different company, especially if you live in Scotland. One star goes to delivery team because that was the only thing that went fairly smoothly. I will not be using Cocoon Sofa Beds ever again and I have very little faith that they would provide any after care service at all since they are unable to even respond to complaints. UPDATE: MORE THAN 2 WEEKS AFTER THE PUBLIC RESPONSE TO MY REVIEW AND I STILL HAVEN'T HEARD ANYTHING REGARDING MY REFUND. TRULY DISGUSTING SERVICE.