Kokoon Avis 

Update 20/9/24:
Thankfully Kokoon finally got back to me and has issued the missing refund. I am pleased this is finally taken care of and am glad the company did come through in the end. The headphones seemed good quality at the time, but unfortunately was unable to use them to their full extent without the app.

‐-------------- original review below

I ordered these headphones for my husband as he struggles to sleep without listening to podcasts, but unfortunately despite efforts from the tech team we have never been able to connect it to the app and were unable to get the benefits compared of this model compared to other headphones.

The company agreed to a return and full refund, which I appreciated, but unfortunately since the item has been returned on the 20th of May 2024 I have been waiting for my refund.

After contacting the costumer service team a month after delivery to ask about the process of the refund, I did not hear back for a full month and without being able to resolve the issue of the missing refund.

I have tried again to contact the company without success earlier this month.

This is very very disappointing but unfortunately does seem to be a common issue and I am losing hope to ever receive my refund.

If the costumer service team reads this I'd be grateful for your help to resolve this issue and hopefully close this case on a somewhat positive note (Order #34074).

Wish I had read Trustpilot reviews before buying. These headphones offer no benefit compared to generic Bluetooth earbuds in terms of noise masking or comfort, and are far more expensive. They are far less comfortable than Hoom sleepband (which has flat speakers) and do not mask sound any better than Hoom. I predict this product will be pulled from the market, and will result in large losses for Philips. Will try to get a refund, but after reading other reviews, am not hopeful.

The product was uncomfortable and didn't work to block snoring. Initially, customer service was pretty helpful but all their troubleshooting didn't really work. So far, so good... until the returns. Still waiting over 3 weeks for acknowledgement that the product has been returned, let alone whether the refund is processed or not. E-mails to customer support are now going unanswered. Avoid this product if you are not sure if the product will work for you.

Customer support, if you are reading this, this is order KKT-ONE47570. About to start a chargeback process with my credit card company in the hope of salvaging something.

I like the variety of music and how the music detects that I am falling to sleep, and volume decreases and stops once I am asleep. The earbuds fit nicely into my ears and stay in place though the night.

This company is a scam.

The product itself wasn't bad, just wasn't suitable for me as it didn't block out enough noise. My main issue is that I sent the buds back within the trial period (with emails back and forth to confirm all this) and 4 months on they have not refunded me and no longer respond to my emails.

I purchased via PayPal and have now opened a dispute. If you are tempted to try these I would definitely purchase via PayPal.

Also, Soundcore a20 sleep buds are much more solid product all round (I've been using them for a few months and they are perfect).

Avoid Avoid Avoid... simple!
Awful and painful earbuds, returned under the return guarantee over 6 weeks ago and I still not received a refund. Multiple emails to them and their response is that since partnering with Philips they can't cope. I still see plenty of adverts for them.
Why not take a breath, sort out your clients and reset before you do anymore damage to your reputation... or lack of going by the reviews on here.

Maybe they are not perfect for everybody, but they’ve truly made a difference in my life. The Kokoon Support was great for me. Thank you, Mariam.
I’ve struggled with insomnia since 2010, and by 2019, it had turned into chronic insomnia. This led me to become dependent on zolpidem (Stilnox) just to get through the night. I relied on sleeping pills from 2019 until early 2024, and during that time, I was constantly searching for a way to regain my natural sleep ability.
In 2022, I discovered two great apps, Calm and Endel, which started to help. But I needed a comfortable way to listen to these apps throughout the night. That’s when I found Kokoon Nightbuds. They were exactly what I needed.
Not only do the Nightbuds work seamlessly with my apps, but they also come with their own app, which perfectly complements my routine. Every night, I use the rain and fire crackling sounds from Kokoon in combination with the stories and therapies from Calm or the soundscapes from Endel. As I drift off to sleep, the Kokoon app automatically fades out the sound and introduces white noise, which keeps me peacefully asleep.
Thanks to this combination, I’ve been able to regain my natural sleep and, most importantly, overcome my dependency on zolpidem. I’m now free from sleeping pills and even from the tinnitus that developed as a side effect. For me, the Kokoon Nightbuds have been far more than just a gadget—they’ve been a crucial part of my recovery.
It took about a week or two to get used to wearing them, but now, they are an invaluable part of my nightly routine. No matter their cons, I can’t imagine my life without them.
If you’re struggling with sleep issues, especially if you rely on sound therapy, I highly recommend Kokoon Nightbuds. They’ve truly made a difference in my life.

KKT-ONE46481

Still waiting for my refund from my request on 19th June, really bad and upsetting experience with you, you were quick enough to tame my money but it seems that you refuse to refund me. shocking

Useless customer support! Bought a pair of headphones from their website, but ended up not liking them - it just wasn’t comfy enough. Applied for a refund since they offered a 30-day refund. It’s been months and I’m still waiting for them to “inspect” my return in the warehouse. What a joke this company is.

I have had the Kokoon system since they were released. They are comfortable and work as promised while I am at home.

However, I travel extensively on long overseas trips, and the Kokoon app doesn’t work unless there is Wi-Fi. Is there any way to use the app on airplanes where there is no Wi-Fi?

We hoped that the App and support from Phillips affiliate company Kokoon would be the path to better sleep. However, the headphones have continued to not perform at the level we expected. We purchased a couples pack and have less than positive experiences. My spouse and I both use CPAP machines so have experienced some sleep issues in the past and felt Phillips to be well versed in sleep difficulties.

We have attempted all support recommended ideas but still have discomfort after two months of use. The data sync is not working on a regular basis especially since the last software update.

We like to fall asleep to audio books but that does not integrate as well with the Kokoon functionality.

Support agent takes about two days to respond and I often feel the agent has not read my entire message before responding as they ask me to try things I’ve already told them I’ve attempted already.

Absolutely terrible customer service. I purchased the headphones and they never shipped them so canceled the order and requested a refund, it's been almost 3 weeks and still nothing! No way of communicating with them aside from their website and they take days to reply. AVOID!

UPDATE FROM COMMENT: Shame it doesn't take you up to 4 days to give people their money back!!

UPDATE 30/07/24 - They say I raised a dispute with the bank which is a lie and that because of that they can't refund me.

UPDATE 06/08/24 - Yes they refunded my money after I started initiating claim after claim asking them for a refund. The worst customer service experience I've ever had.

Impossible to log into the app without paying yet more money. A very expensive con.

Absolutely horrendous company. Returned my sleep headphones at the BEGINNING of June, and have since been told that the warehouse have received my return. But over a month later I still have NO refund. Avoid at all costs. Disgusting behaviour. Legal action WILL be taken if they do not refund me following this review.

Please issue my refund - it's been 2 months since I returned the product. I had to set up a 'support chat' on 20th May to actually chase to confirm you had received the 'Royal Mail guaranteed next day' and then you had to check - no email to confirm like you said. I had to chase AGAIN and AGAIN and you responded on 2nd July to say you had received confirmation from the warehouse of my return. Still no refund. Chased again and still no response.... PLEASE GIVE ME MY MONEY BACK...

So… I don’t care for Kakoon as an app, but I’m enjoying the Philips sleep headphones! They’re almost perfect for sleeping with. For the most part they don’t bother me when I sleep. Occasionally, I sleep in a position where they make my ear hurt. I also feel like the battery life isn’t the greatest. I wish they had a better sensor at detecting when I’m no longer using them and they shut off after a period of non use. Other than that, I really enjoy them for listening to stories when I’m trying to fall asleep!

awaiting a refund on Order number: KKT-ONE45281

Wheres my refund its been six weeks provided all details you stated you would look into this. Your a sham company. I will write to Phillips and all the media who wrote about you as you have done this too nearly all the reviewers?

Received the headphones, tried them decided I didn’t
like them and contacted them for a refund.
They gave me details of where to send them and I sent them straight off using Royal Mail special delivery. They arrived the next day and then I waited for my refund…..
I heard nothing for about a month so I contacted them, and they has JUST heard from the warehouse that they had received them, and I would get my refund but it may take a little time as they were busy!
Over a month has now passed and still nothing, I contacted them again on Monday but still nothing. Probably best not to waste your money.
Order number KKT-ONE44453
EDIT: Despite my refund allegedly being escalated I am still waiting. I think I will now need to contact trading standards and think about legal action. What an absolute disgrace.

I have returned the earphones having found them very uncomfortable, and asked for a refund, but 6 weeks later still chasing for a refund.

My order ref is KKT-ONE45548.