Kokoon Avis 

I purchased the Philips Kokoon Sleep Headphones expecting quality, but the cable has completely disintegrated despite normal, careful use. Because these are sleep headphones, they should be designed to handle basic movement, but the materials simply did not last.

When I contacted Philips AVA support (Case #05364783), they claimed this total material breakdown was "consistent with wear and tear or external factors affecting the cable material," and refused to cover it under the manufacturer's warranty.

If a premium product cannot survive its warranty period under standard use, it is a design and material flaw—not "wear and tear." Extremely disappointed in both the product's lifespan and Philips' lack of accountability. I will not be buying Philips audio products again.

The best sleep buds EVER! I have tried many of the “new sleep buds” but none of them have the ease of use or sound quality.

Company gone bust, couldn’t happen to a nicer group of people. Company mismanaged for at least 24 months with head in sand ignoring customers. Let this be a lesson of how to destroy a great idea!

Heads up to everyone: They went out of business. Website is gone, support website is gone, the app is dead, and from what I've heard, Phillips does not stand behind the service. They might replace defective units (you have to pay the shipping and they must confirm the headphones are defective before replacing), but they have nothing to do with the app, can not issue refunds for subscriptions. The product has been "Sold out" everywhere for months and all of their social medias have been deleted or abandoned.

If this company ever re-emerges and starts trying to sell again, DO NOT BUY

DO NOT BUY THESE EAR BUDS. THE APP DOES NOT WORK AND YOU CANNOT CONTACT ANYONE ABOUT IT. YOU FILL IN A CONTACT FORM, WHICH I DID IN JUNE AND NO ONE HAS CONTACTED ME. CURRENTLY HAVE EAR BUDS WHICH ARE IN WARRANTY AND ARE NOT WORKING. AVOID AT ALL COSTS!!

Wat een slecht bedrijf is dit.
Al maandenlang probeer ik de app te gebruiken (meestal als ik al in bed lag om te gaan slapen), maar telkens werkte het niet en moest ik mijn wachtwoord veranderen — dat leek tijdelijk te helpen.
Nu werkt de app helemaal niet meer, en de website ook niet. Ik ga mijn abonnement stopzetten, als dat al mogelijk is, want het lijkt erop dat ze heel moeilijk bereikbaar zijn en dat het maanden kan duren voor er überhaupt een oplossing komt.

Over 2 mouth ago I tried to return my air buds from Philips. They aren’t comfortable for me. I tried to contact kokoon but no response.
DONT BUY FROM THEM…!

They do not reply to support requests, Android user, horrible experience, does not connect, dissappeared from app store, useless.

Where have they gone???

App stopped working.

Headphones useless now.

De nightbuds op zich bevallen goed. Van het eerste paar gingen de snoertjes na 1,5 jaar kapot. Nieuwe gekocht en ook van deze breekt het rubber omhulsel na 1,5 jaar. En ook nog geld betalen voor een app die weinig te bieden heeft.
Op de site staat dat de klantenservice slecht bereikbaar is in mei en dat ze verwachten dat dit in juni beter is. Ondertussen is het juli.
Ik kon niet meer inloggen in de app. Mijn telefoon staat niet in de lijst van de telefoons waar problemen mee zijn. Ik heb de app verwijderd om hem opnieuw te downloaden. Om er vervolgens achter te komen dat de app niet meer te vinden is in de app-store voor Android. Ik kan er dus helemaal niks mee en behalve een automatische bericht van de klantenservice is het vanaf 23 juni stil op de lijn. Vandaag een aanvullend bericht gestuurd.

Wow I wish I had read these reviews before I purchased 2 (1 for me and 1 as a gift). I also want to return but haven’t had a response for over a month. Poor quality for price and terrible service. I will now persue a refund through my credit card company.

No customer service response at all.
I requested return/refund same week I received this product as the website offers 30 day return, no questions asked. Opened a case 19 days ago and still no response. Absolutely disgraceful customer service.

****updating this on 12/8/2025****
Still no response from Kokoon. I cannot stress this enough, do not give these gangsters/wasters your money. Not sure why I can't give 0 stars.

Terrible. The Kokoon earbuds wouldn't connect to my phone. I tried many times and followed all troubleshooting advice. I asked customer service but they didn't reply (I waited 3 weeks). Eventually I requested a return and refund. The customer service rep Mariam told me the address to send them back to but didn't reply again. I paid £9.85 out of my own pocket to return a faulty product and the company didn't care at all. Update: 8 weeks later and Kokoon still did not reply or refund me. Worst customer service I've ever experienced. Luckily I bought with a credit card, so I have initiated a claim via my card provider.

Thieves !!

Ignored me for over a month. Sent item back. Waiting for refund. Sent 3 follow up emails and no response. I’m going to charge back to my credit card as theft !! Q

Awful customer service. Awful item. awful people

I loved my Kokoon but unfortunately the wire to the earbuds is not robust enough and after a year of use they are falling apart with exposed wires. It is now no longer usable and the materials used are obviously not fit for purpose. Poor quality from Philips. I have raised with Philips but not had a response yet.

Absolutely terrible - I’ve been waiting for over 3 weeks for a response about my broken headphones - they’re all over you when they want you to buy them. Just don’t buy them - poor quality and complete waste of money:

After months of research I was really excited to receive my earphones and finally get the full night's sleep that they promised. I was very disappointed to find that the earphones were no better, if not worse, than using the earplugs I had used before. So I contacted the company, and requested a refund. They answered quickly, and asked that I sent them back recorded delivery for a refund. I did this, and nearly 7 weeks later I am still waiting. I have now contacted them multiple times via email, their own messaging system, FB messenger and their FB page. No response. I would like my refund. As I have no earphones, and no money, this now amounts to theft.

I was really excited to receive the earphones, but was so disappointed. They kept disconnecting from my phone, which interrupted me getting to sleep more than normal, and the sound quality wasn't great. I contacted Kokoon and returned the item for a refund on 1st April. It was received by them on 2nd April, but they have not yet refunded me and they are ignoring the emails I send.
UPDATE - 7 weeks after Kokoon received my return i have still had no response from them, and no refund !

Bought some Kokoon sleep headphones just after Christmas but on first try, despite a few tips and fittings, they really hurt my ears so I asked to return them straight away. After a quick back and forth with the support team, I was given the return information.

Almost 5 months later Kokoon has not even acknowledged the return, despite courier confirmation of delivery, let alone processed a refund for nearly £200. I did get one brief response blaming Philips for making the product too popular and causing some process backlogs, but to get this far and not even confirm the return is beyond unreasonable.

I’d never deal with the company again and assessing what to do if this is not resolved in the next week as Kokoon did not even respond to my last message asking for an update.

Coll god you