Kokoon Avis 

Night buds en charger case aangeschaft. Omdat ik vaker dingen heb gekocht, die het toch niet voor me waren, de charger case niet uitgepakt.

Na eerdere problemen, had ik goed contact met de klantenservice, snelle en vriendelijke reacties. Tot het moment dat ik wilde retourneren. Het retourpakket moest naar Polen. Aangetekend en verzekerd verzonden, want het gaat om een hoop geld. Er werd al aangegeven dat het langer kon duren vanwege drukte.

Dus geduld opbrengen.... toch een keer mailen...geen reactie. Opnieuw mailen, wel reactie maar nog geen oplossing.... opnieuw mailen.... geen reactie.

Na ongeveer twee maanden eindelijk nieuws over een terugbetaling, die supersnel op de rekening stond. Maar .... niet het volledige bedrag. De charger case is niet terug betaald.

Opnieuw mailen.... geen reactie. Na Opnieuw drie mailtjes geef ik het op. Hopelijk helpt deze beoordeling.

Ordernummer: KKT-ONE51647 voor meer informatie.

Last year I cancelled my subscription. 4 days later they took out TWO payments for my cancelled subscription. I emailed them and they never responded. I never got my money back.
This year, same thing!! TWO payments taken out. I can't even cancel my subscription as I have no subscription to be able to cancel on my app.
No contact from Kokoon. They have now stolen nearly $400 from my credit card and I can't get hold of anyone and you can't talk with an automated email response.
Bunch of thieving scammy thieves.

Ear pieces don’t fit as well as Bose did. If I hold them in I can get full effect but that’s the only way . I have tried all sizes of war pieces and all do that. Not really digging the piece on back of head either. They are ok but will still look for a better idea.

I had such high hopes for the Kokoon Phillips sleep phones. I purchased a set just over two weeks ago, based on reading an extensive range of reviews (with the exception of Trust Pilot obviously). The order process was very straightforward and delivery was within three days. So far, so good.
Setting up the sleep phones and pairing them with my mobile wasn’t difficult (full disclosure- my son did that for me) and so the Kokoon journey began.
Almost two weeks in and what a let down!
The earbuds are incredibly uncomfortable and intrusive; I struggle to keep them on all night. The data tracking is underwhelming and, more worryingly, inaccurate. For example, it recorded my having fallen asleep within three minutes several times - impossible when I was still chopping and changing soundscapes!
On top of this, the “masking” function is virtually non-existent: not only can I hear my husband’s snoring loud and clear, but his breathing also.
The only positives I have experienced are some of the meditation sessions and soundscapes, but I could have downloaded these for free or for a fraction of the cost.
Cut to the chase, not only am I extremely disappointed with these Kokoon Phillips sleep phones, I am also extremely annoyed with myself for having been so gullible in forking out £215 for an app essentially. There’s a sucker born every day, and now I’ve joined the club.
I bitterly regret not having read these Trust Pilot reviews. More fool me.
I haven’t bothered sending them back as it stipulates that, once you have used them, this isn’t possible. I will persevere out of bloody-mindedness, to try to get some value out of them and because I’m desperate due to my insomnia.
As a back-up, I have ordered a Snoozeband and this time I checked out Trust Pilot!

Like many others I had a quick response to my original return, however after that there was silence. Despite several chase ups I am still out of pocket and with no headphones. Originally sent them back early January!
order number KKT-ONE50936

They have discontinued them, dunno if Philips have a new product in its place? This means I can't get the ear bud sleeves (M - M) as they easily get lost. That's really annoying and terrible as a customer of really expensive headphones...

Same as everyone else, product didn't meet my needs, poor sound quality and uncomfortable. I sent it back as required. As soon as it was established by the customer team that I had a valid proof of receipt by their warehouse they have stopped all communication. I have been left with no choice but to process a claim via my credit card provider. Order number KKT-ONE52606.

Returned my headphones as was accepted by kokoons customer support on the TENTH OF JANUARY.
The customer service team has now stopped replying to any emails or tickets submitted entirely.
I have made a refund request through klarna which is stuck on
"We're reviewing the return info you provided together with kokoon.io to confirm your return.
Return reported 24 Feb
Waiting for kokoon.io to confirm
Usually takes a few days. Contact store to speed up the process "

Absolutely dreadful customer service, They claim it's because of the collaboration with Phillips, so they are very busy, but this is shameful scamming at its finest.

Order number KKT-ONE50362

Same complaint as many others here, product seemed ok but didn't help with my sleep. The headphones were returned on 14/02/2025. It's now a month later and I'm being ignored by the one customer service email available. Given that the headphones were about £200 this is very frustrating. Is this a scam?

I see other people have left their order number so here's mine too if you see this - KKT-ONE52337.

Happy to update my review if this is sorted.

Update: Kokoon advised on 21/03 a refund has been processed. The funds have still not been refunded to my account on 09/04.

The product wasn't a bad product, it just wasn't suitable for my wife's needs.
During the setup support was ok, we had good response times. But once we requested a refund, we were given a return address with specific instructions... Which were followed. Unfortunately, a month after the package being signed for, contact has now stopped and then don't respond to any message about a refund.
This is a shame as I like the Phillips brand and this has tarnished their name.
Before you respond about not finding order details, our order number is KKT-ONE50473.
Like I said, the product overall wasn't bad and service was ok, but any scam is 0 stars (I would obviously change this should a refund occur)

I returned these headphones as they didn't work for me. They were uncomfortable , didn't pick up my sleep data so didn't switch off when I was asleep - one of the main reasons for buying them I returned them on the 2nd February and it is now the 9th March, and I still have not had a refund. I have emailed several times about this and been roundly ignored at every turn. Appalling service and I have no headphones and no refund. Utterly disappointing and expected better from them. Will never buy anything from them again.

Still no refund or acknowledgment of return 3 weeks after they have signed for the return. Absolute JOKE of a company. Avoid Avoid Avoid!!!!!!!!

I retuned the product, they
denied receipt So I provided proof and they promised a refund

There is a pattern here No refund next step gonna issue legal action

Sent my kokoon headphones back via royal mail tracked 1st class delivery at the beginning of Feb 2025 for a full refund as the headphone hurt my ears tracking says they were signed for the next day by kokoon but when I email them to see where my refund is they keep telling me they haven't received them back yet!!! What kind of fool do they think I am!! Terrible service where is my refund kokoon as I know you have the return! Please get back to me with a satisfactory result for your terrible service!!

Very poor service at every stage. I returned the sleep earbuds in November and have still not been refunded - over 10 weeks wait so far.
Multiple times I have contacted them for support and the response has been slow at best or ignored. I am now raising this with Trading Standards to see if I can get the refund sorted.

I wish I'd read these reviews before purchasing. The product didn't work for me so i returned it at my own expense (you're looking at approximately £10) to cover for losses.
They received the item. 26th Jan and I still don't have my refund. They either don't reply to emails or take days.
They've now said my refund is on hold because I raised a PayPal dispute.
I cannot stress how much much you should avoid this company. Philips should be ashamed to be associated with them.
Update 12/02/2025 response from kokoon today asking for my 'reference number'. I'm assuming this is my order number which I have sent. Let's see how long they take to investigate. I'm still waiting for a response to the email I sent on 4th Feb.
Update 13/02/2025 no response to the requested information and another chasing email sent.
Refund finally processed 14/02/2025. It's taken a week to clear as they sent it as an echeque (I paid via PayPal) and I have been charged a £5.62 transaction fee because of the way the refund was send. So I don't even have al my money back.
SCAM COMPANY DO NOT BUY FROM THEM

Leider habe ich auch zu spät die Bewertungen hier gelesen. Ich habe die Kopfhörer von Kokoon bestellt (ORDER KKT-ONE49810) und fand sie leider nicht bequem während der Nacht. Meine Rücksendung habe ich (wie die anderen hier auch) auf eigene Kosten (versichert mit DHL) zu einem Versandzentrum in Polen geschickt. Die Rücksendung ist nun seit mehr als zwei Monaten in Polen angekommen und ich warte noch immer auf meine Erstattung. Alle paar Wochen wird man vertröstet, dass der Support sich darum kümmern will. Damit kann ich nur sagen: Auf keinen Fall bei Kokoon etwas bestellen, wenn die Möglichkeit besteht, dass man es zurückschicken wird.

Update 18.02.25: Trotz Anfrage zu weiteren Details zu meiner Bestellung hat sich nichts getan. Diese Anmerkung von Kokoon unter meiner Bewertung soll suggerieren, dass man etwas unternimmt - aber es verändert sich nichts. Ich warte weiterhin auf mein Geld.

Like the reviews below, the comms from this company is woeful. I sent back the headphones for a refund and they arrived on the 11th Jan, I have since contacted the company twice with no response. Could I please get a response from Kokoon and find out where my refund is please?

Still data is not going to app
Takes a week or more to get the answer: try again
Perhaps the headset is defective?
Is a way to troubleshoot?

This company do not process refunds, they do not respond for months. It is absolutely horrific and I would advise any customer to stay well away! I had to do a chargeback through my credit card company, they forced me to pay postage to return the defective product, and I am still fighting to get a refund for the postage I paid that I now realise they should have funded too. I just cannot stress enough how much any customer who wants any kind of service should avoid this terribly managed company.