Kokoon Avis 

Ordered Kokoon Sleep Headphones 3rd May 2024.
Order Number KKT-ONE45132.
Despatched by Kokoon to me 7th May.
Received by me 10th May.
Requested return (via contact pro forma on Kokoon web site) for refund 31st May, that is, within the 30 days satisfaction period.
Email received 3rd June containing a return address and Huboo Ref. 12891. (14 days now for Kokoon to receive back). Repacked in original box within plastic envelope, properly labelled inside and out as Kokoon requested in their email.
Posted Royal Mail 5th June via Next day Tracked and Signature service tracking number DS503349575GB.
At 12.16pm 6th June they received and signed for at Huboo address on behalf of Kokoon.
On Kokoon web site Refund Policy states a refund will appear in your account within 5-10 days after their receipt. Their email received 3rd June for return via Huboo states refund is 10-15 working days. However, NO refund received by 27th June (15 working days).
New email sent to Kokoon Support 27th June requesting my refund with photo of Certificate of Posting with tracking number and photo of Royal Mail delivery and signature obtained 6th June (as they requested in 3rd June email to me).

The product did not suit me and I have jumped through all their ‘hoops’ to return them for a refund, but I have not yet received the refund into my account.

I would not go anywhere near this company. The product they sell is poor, to say the least. I had it less than a day and returned it. Sound quality is rubbish, and the ear buds do not fit well. I sent the packaged signed delivery, so I know they have received it. However, over a month later I still have not received my refund. I have been fobbed off with excuses such as the warehouse is busy, etc. This is a load of nonsense and the company is hoping that people will tire of chasing them for a refund. Now they are not responding at all to my emails. I will be contacting my bank to investigate raising a fraud claim.

The product quality is poor and does not match up to the advertised features, especially for the price. Returned straight away, they have had them back since 25th May. 12th June I chased for return confirmation which was given and told there was a backlog of refunds (take from that what you will!). Still waiting for my money back and they have ignored my request for an update on when my refund will be processed. Avoid this product and company, I’m surprised Philips have allowed themselves to be linked with such poor service.

Still no refund after more than a month and zero recent response from customer services.

I thought that Kokoon were a great idea but I found them really uncomfortable so returned them at the end of May. I was fobbed off a couple of times by their customer service and my last couple of emails have been ignored. Very disappointing.

Update - refund received after 7 or 8 weeks.

Tried the headphones out. Not for me. Returned 30 days ago and no refund. Customer service ignoring my emails. I am going to have to get my credit card provider involved.

KKT-ONE46155

Despite the reply below I received no further communication from them and I’ve had to raise a section 75 claim.

Didn't find the product comfortable. Awaiting a refund. They ignore follow up emails for an update. I paid for tracked delivery and it arrived at their office weeks ago.

Would amend from 1 star to something more accurate if they2 would speed up the refund. Poor customer service.

It's September and I am still awaiting a refund from April!

Het is dat je geen nul sterren kunt geven. Wat een bespottelijk "bedrijf". Ik heb de nightbuds een jaar geleden besteld, het duurde vijf maanden (!) voor ik ze ontving. Ik heb ze binnen drie dagen teruggestuurd, want ze waren ontzettend oncomfortabel. Inmiddels zijn we meer dan een half jaar verder en heb ik nog steeds geen geld terug. De klantenservice stuurt alleen standaard mails. Het is gekmakend. Koop hier alsjeblieft niets.

Was really unimpressed when the product arrived, especially as the app just did not work and the earbuds were really uncomfortable, so I decided to return immediately.
I have now been waiting over 6 weeks for my refund and I'm now being ignored entirely.
UTTERLY AWFUL SERVICE!!!!
Have raised a dispute with PayPal to try to get my money back.

Retuned the item after a few days as they kept falling out of my ears. I made contact with Kokoon before to request return and followed the return procedure.

After providing the RM tracking number (clearly showing safe return) I contacted them twice and 2 months on still no refund.

If you are looking to take advantage of their 30 days return policy you may want to think again!!!

EDIT
Refund received on 24/6 after writing this review.

The sleep buds have completely changed my sleep pattern. Listening to a rainstorm allows me to turn off anxiety and random thoughts and just sleep

Ordered and paid several weeks ago, expecting a delivery in reasonable time to arrive before holiday season starts. Meanwhile have had promises to ship in the coming week twice, each time AFTER a complaint ticket. Last message was that it will be shipped this week but I am pretty sure that won’t be the case again. Next step is cancelling the order with request to urgently refund. Prove me wrong…

Best sleep headphone by far.

I ordered a pair of kokoon nightbuds. After 9 months of use, one of the volume buttons deteriorated and stopped working. I contacted and asked for a refund as I saw the amount of issues and bad reviews about the quality of the product. They said because im outside the intial 30 days I can't receive a refund but a replacement. I agreed. The replacement arrived and one of the earbuds wires was exposed and was detaching from the wire. I realised on my first use when I had an electric shock in my ear.
I asked again for a refund. Explaining how poor quality the product is and they know that because they have already discontinued the product.
I asked if I could be upgraded to the newer model as they have probably ammended their errors with the newer model.
They said this was not possible. Nor was a refund. They did offer to send another pair as the only solution.
I reluctantly agreed as it was either this or nothing.
I have just given this 3rd pair a try, and discovered that it doesn't connect at all to bluetooth or the app. I am aware how to connect it as its my third pair. But it doesn't connect to any device.

So that's it. Just over a year later. 3 pairs of headphones good for the trash. I am robbed of £140.

I struggle with sleep and I have tried everything you can imagine to help improve my sleep performance. These headphones helped me so much since I have received them - I also love how I can review my sleep data when I wake up. I have experimented with different sleeves - it did take me a little time to get used to and find the best fit for me! I love how I can listen to my own podcasts with this also. The app has lots of soundscapes to choose from and I selected audio fade out into brown noise and it really works for me! I am so happy with my device and I recommend the Philips Sleep Headphones for anyone hoping to improve their sleep pattern!

Ik heb het product binnen 30 dagen teruggestuurd. Kokoon heeft het op 30 april ontvangen en ik heb mijn geld nog steeds niet terug. Op de website staat binnen 10 tot 15 werkdagen maar dat is ruimschoots overschreden. Verschillende mails gestuurd, klantenservice reageert traag en heeft steeds een ander excuus.
Ik snap niet dat Philips zijn naam aan dit product wil verbinden.
Vraag me af of en wanneer ik mijn geld terugkrijg.

I had confirmation 6 weeks ago from the mailing service that my return had been delivered and yet still no refund or even refund processed!
Please refund product and already

KKT-ONE44234

So far, so good! The device works as described and the Kokoon app has good content and functionality. I’ve been looking for sleep headphones for a while, tried a few solutions. Philips Kokoon is the best so far!

Order KKT-ONE45704 - Waiting for a refund and I’ve heard nothing for a week. Sent the goods back fast and tracked as requested, also provided proof of return and It’s 2 weeks since then. Worst return turnaround I’ve experienced from an online shop.

EDIT: I have since had a good response to this and also my refund processed, so they aren’t ignoring people, however it’s a shame I need to write a review to get their attention. Hopefully they catch up with the workload.

Ordered the headphones on 30/03/24. They didn’t arrive until 19/04/24. I didn’t like them so requested a return on 20/04/24, they replied two days later with details on how to return.
I sent them back on 30/04/24 and they were received on 01/05/24. After chasing for the refund, I was told they’re busy since their partnership with Philips. That is not a justifiable excuse to keep my money. I messaged them again on 29/05/24 and said they have had product for four weeks and I expect my refund today. They then processed the refund but I am yet to receive the money. Disgraceful service.

They still hurt my ears so I send them back. The headphones were received by Kokoon, but after 6 weeks I still haven't reimbursed my purchase.