Cocoon Sofa Beds Avis 652

Great quality, good looking sofa. It is extremely comfortable to sit and to sleep.

Love it.

Such a superb company to deal with… Cocoon were excellent at keeping me updated. I chose a single chair. The quality and ease of use to make into a very comfortable bed is great, and it looks chic too!

We went down to Guildford to view before purchasing. Was strange as was in a storage facility with the staff member on the TV screen. They were very helpful and gave us all the information we needed. Lovely to be able to try out sofa first. When arrived extremely impressed with delivery and the totally quality of the sofa. All first class

Very helpful staff
Constantly get updates of progress and delivery

I'm giving 3 stars for the after-care customer service, who are unresponsive to the cosmetic issues of the sofa and I'm already waiting over 2 months for a partial refund.

The sofa bed itself arrived by the time I requested, which I'm grateful for, and my guest said she had a good sleep. The material and colour are nice and it's comfortable to sit on. The quality of the legs isn't very high, they've been partially painted and don't look too sturdy, but only time will tell.
Overall I like the product, apart from arriving with few spots and scratches on the fabric, and I would have rated it better if it wasn't for their customer service. Not sure if it deserves such a high price.

Sofa Bed is great - really comfortable. But delivery was awful (although the delivery team when they came were great).
My sofa was delayed for several weeks as there was a quality issue, but after being told of delay there was no further communication from customer services. If they can get customer service and delivery improved I'd give Five Stars without hesitation.

We ordered a charlotte 3 seater sofa bed in June 2021! We were kept updated on our sofa's progress and had no issues with the initial delivery/set up. 3 years later, after using the sofa bed on average once monthly/sometimes twice or three times a month, we encountered our first problem. We sent a request on the website, that our sofa bed wouldn't fully close. Within a day, we received a video call from a friendly and professional team who were able to virtually fix our problem on the same day. They also gave us tips for fixing the issue if it happened again in the future. They are an excellent company, with brilliant customer service (even 3 years later!). The sofa bed is easy to use and everyone who sleeps on it says it is the comfiest sofa bed they've ever slept on!

Cocoon contrived to make this purchase quite a personal experience, keeping in touch throughout and responding promptly to any queries. Delivery was excellent - on time, and advice given on erecting our bed. Haven't needed to try it yet, but sofa is compact and looks great.

I purchased the sheet as I wanted it to fit perfectly however I was most disappointed with the quality of the cotton. If only it was more superior and smoother. Even after washing and ironing it felt harsh compared to what I usually buy. Will probably use it as a sofa bed protector and then my own non fitted sheet.

There was a delay with the order but I was kept informed at every step.

Very pleased with the sofa bed , very well made material is lovely. The granddaughters love it

FINAL UPDATE 2 (July 4, 2024): This is the saga that does not end, and I'm exhausted. After yet more follow-ups earlier this week when our delivery wasn't even originally scheduled for the date it said it would be, our Cocoon was finally delivered today by an amazing furniture delivery company (the only stress-free part of this whole process - thank you, Empire!), and just our luck, there was a significant corner crack in the base and a reddish mark on the back ledge of the sofa's fabric.

BEFORE our sofa was delivered, I asked about a partial refund or compensation for the delays and inconveniences, and we were offered a gifted fitted sheet. But there are not enough fitted sheets in the world to make up for this never-ending order. When will this actually be done?!

Unless you don't work or have a lot of free time to constantly follow up to get what you paid for, I do not recommend purchasing from this company. It's been a headache for the last 2 months. Cocoon, do better.

---

UPDATE 1 (June 17, 2024): After posting my initial review, I received a personal call from Laura with customer service, and that was appreciated! So customer service is present and can be involved. She gave me insight in how Cocoon is looking into making the customer-facing tracking system clearer, so I'm glad that's in the works.

This morning, I received our first tracking notification email since May 11th saying that our order is in the queue for assembly now and that the factory is waiting on fabric to be delivered.

After our call, Laura did follow up again with an email to say that our Cocoon is booked on the next delivery to the UK on June 24th. So we are keeping our fingers crossed everything keeps moving as our guests come that weekend!

I'll update again once the sofa arrives to share final details.

---

I hesitate writing a review when we haven't actually received the actual product yet, but since we have no idea when our order will actually be delivered, I feel the only way to get answers from customer service is by writing a public Trustpilot review.

We ordered an Ashley model on May 8th. On May 11th, we got another email saying that it was released to the factory for production. We were excited that it seemed like they would be great at emailing updates. But unfortunately, that was the last email we got.

Our tracking originally said we had an estimated date of delivery for June 12th, and two days before that date arrived, I went and tracked our order on their website again. There were still no further updates as of June 10th.

The next day, we see a new estimated date of June 25th with the same "Added to the Factory Manufacturing List" as before now with a June 10th timestamp. To me, this implies it's not even being made yet.

I then contacted customer service asking what the status was because this is stretching beyond the 28-day timeframe. That was when I got this response:

"98% of our orders are delivered within 28 working days from the time of purchase. However, with your order we are currently outside of this time frame, and for this I do apologise. The reason for the delay is due to the busy time of year and our factories operating at very high capacity and therefore it is taking slightly longer to produce some orders."

He offered to swap our order with a pre-made one (I'm not sure why as none of the options were in our purchased colour) and/or to give a loan sofa until our order could be delivered.

I responded with further questions because their website is clear as mud when there are actual order problems. We have yet to hear back now two days later.

Our frustration is with the lack of Cocoon's transparency and proactiveness in not telling us that there was a significant delay involved. I only found out about the delay when I contacted Cocoon myself. Most companies email or notify customers when there is a substantial delay to avoid customer service issues.

What are the cancellation and compensation policies for delayed orders? Are there fees involved with loaner sofas? How do we get an honest and clear idea of what's going on?

When you've spent nearly £2,000 on one piece of furniture, you expect a premium service. We are starting to regret not finding a more local British company for our sofa bed as guests are visiting soon and awful camping chairs in the living room aren't going to cut it, so we will now need to come up with an alternative plan. We just loved Cocoon's design and modern concept, so we're really just disappointed by all of this.

If we get answers or our actual order delivered, I'll update this review.

Superb sofa bed and customer service was second to none...

Great delivery company used.
The sofabed is very comfortable as a bed and the same as a couch. We haven't used it overnight yet but expect a good night's sleep.
The bonus is.... it looks stylish too!

The two guys who delivered my sofa bed were extremely helpful, polite, demonstrated the sofa bed, took away all packaging, and were very cheerful, great guys. And the sofa bed is fabulous.

The sofabed is too hard.

But the worse thing about Cocoon Sleeping is their customer service which is shocking. They hide and do not deal with any issues that has been raised. The original delivery was delayed and when they rearranged a new delivery date, I told them that we will not be here between 7 to 9am which they said they will let the delivery people know. And what time did delivery people arrive? 07:05! Communication from Cocoon Sleeping is poor and they do not acknowledge any disappointments and complaint. They ignore this (I’m guessing they hope the customers will forget). I do understand if there are issues but sort it out with honesty. Other companies would be up front and deal with any disappointments. Avoid Cocoon Sleeping!!! Delivery was a mess first time round.

No doubt Cocoon Sleeping will make excuses after this review and claim that they deliver something like 97% delivery on time. That is misleading because they did not deliver on time! Don't believe their response!

Sofa delivery was 50 days late and when the sofa arrived there was a faint mark on the fabric that looked like there had been attempt to remove. Raised a ticket with Customer Services but never heard anything back.

Waiting time: About 8 weeks. You get updated via email regarding production stage, etc. There was a time that they got quiet in which I have to follow up and they responded quickly.

Delivery: I got stressed with booking for delivery as the date they gave me I was not available. I had a couple of correspondence with the company and the man kept on insisting they cannot guarantee my request date because they are not covering my area on said date. Basically, you cannot choose the date of delivery. You choose among the dates they have when they cover your area. Luckily, they delivered on the day I wanted it to be rescheduled but the stress I went throught going back and forth via email. Not a good experience.

The men who delivered and assembled my sofa were very lovely people. Im sorry I forgot your names. I shouldve written it down. You deserve more than what you get. They were patient with me showing me how to unfold the sofabed, etc. It’s easy I’m just not strong.

The sofa: I love the firmness of the sofa. I love how thick and firm the back cushions are. I ordered the colour in forest fern—I expected it to be deeper darker green so I was not wowed when I saw the shade but hey I like it still. The material I chose—micro velvet—I love it. I accidentally stroke my pen on it, wiped it and gone. No stress.

Overall: highly recommend; needs improvement on choosing delivery date. Once we know the sofa is ready, we want to get our hands on it.

In summary, I would recommend using a different company and product for the reasons below.

I purchased a sofa bed in October 2022. The sofa bed is comfortable and my son (who stays with me at weekends) sleeps well.

For quality, in this case, the sofa bed has broken after only 19 months of normal use, which is disappointing for a product that cost in excess of £1200. It should last longer than that.

For customer service, I contacted customer services and asked about the lifetime guarantee mentioned on the website. I had to contact them again to get an answer and was told only products purchased in 2024 have that guarantee and that I need to pay £300 to fix the sofa bed (which I may have to do seeing as I have invested so much already).

Cocoon went out of their way to make sure I was happy with the purchase.