Kokoon Avis 

I have had my headphones for about 2 weeks, It is comfortable for me as a side sleeper and I love the audios in the library especially the background sound “rain on car roof”. The customer service I received was very good and efficient when I needed some assistance.

Avoid this company at all costs. Firstly my order was delayed for weeks. They ignore all communication. Then, when i filed a chargeback with my credit card company, they magically despatch the item. Product was pretty useless, so returned it (at my cost), using their trial period guarantee. Constantly had to chase for the refund. Again, only received the refund when I mentioned I would file a chargeback with my card company. I am pleased to see from the reviews that I am not the only person who has such a negative experience. Avoid purchasing from them. Not worth the hassle and aggrivation you will suffer!

Buy from Amazon - don't touch this company directly.

This is the worst customer service I have ever received, which is saying something. The product was faulty and didn't connect to any of my 3 bluetooth devices, so not a case of my doing something wrong.

Bit of a wait with customer services to reply. I got a polite apology and returns label. Went to the return the goods a week later after a crazy busy work week, and noticed I'd be charged £17 for the return. This can't be right I thought .... I'm being charged for a faulty return? That's nuts.

Back to CS I go. Again. Asked for the paid return. Waited days for a reply and got a sorry 'that's not our policy"

Rinse and repeat twice more - pointing out I am now going to be over the 30 day return policy - and this time I asked for the CEO to be copied in or consulted as this was beyond belief. Faulty product, bad customer services, and wasting my time no end.

Emma, a supervisor and not the CEO Tim, writes back and says sorry for the frustration but there's nothing to be done.

So out of pocket for 6 weeks to the tune of £150+ plus with goods, I am now writing to the chairman of the board, copying all emails, to see if they would like to cover the costs.

It isn't the money - although that takes the **** when a product is faulty - but the sheer rudeness and lack of respect for my time, an unfit for purpose customer service department, and the time I will now have to spend writing the official complaint out, and sending it to the entire board.

The result? Not only would I never recommend this company, I'd not touch Philips either.

This is why Amazon wins every time, sadly. They actually care about customers.

Waiting now for more than 4 months for my refund, 2 months for their answer! I didn't like the headphones because they were too quite and uncomfortable to wear. I requested a refund after the first week I got them and still nothing. My Kickstarter order is KKT-ONE37213 and I also have a conversation ID #75581. I would like to give more stars, since the build and quality of the product was very good, it just doesn't fit my and 80% of customers taste. Please REFUND already!

Het concept van de Kokoon nightbuds is goed gevonden en de app zit ook goed in mekaar, maar jammer genoeg beginnen de oordoppen snel pijn te doen waardoor in slaap vallen hiermee niet echt mogelijk is.

I have been using these headphones for about a month. The idea is nice, but I find the unit uncomfortable. Because of the pain in my ear, I have not been able to sleep for more than a few hours before waking. It would be better to use foam ear tips that stay in the ear. The foam would also provide better noise-masking qualities.

Will they stop you from hearing your partner snore? Yes, if you have the volume of whatever you are playing in the earbuds higher than the volume of the snoring. I can hear my partner breathing at a volume level needed for sleep, so they don’t work well on that front.

It may be that the shape of my ear does not fit well with the buds. So, I would suggest trying them. I have found the support very good from the company. I am sticking with them in the hope that my ears eventually give in to the pain.

I bought my Kokoon night buds when they were still in the beta phase through Indiegogo. Once the product was available and had gone through testing and some redesign, I received them. It took awhile from the initial purchase to receiving, but it was worth the wait! I use my nightbuds every night, they are lightweight, small and very comfortable to sleep in (I am a side sleeper). Recently Kokoon stopped shipping to Canada, which I was very disappointed in, because I needed to order new ear tips. I was able to work with Emma in customer service and she went above and beyond to help find a solution with me. If you are on the fence about this item, I highly recommend; it is a bit of an investment, but I have had my nightbuds for over 2 years with no issue, and have been sleeping soundly! My husband snores, so this was a life saver (or wife saver!) The fact that they are Bluetooth allows you to listen to whatever you like as you fall asleep. The Kokoon app has sleep stories and soundscapes with good variety!

Order number KKT-ONE19214
Terrible product and even worse service.

I have had several sets of these headphones and none have lasted beyond a couple of months. I was offered replacements 'as a gesture of good will' but they continued to break under very minimal usage (2x a week). They have all have had multiple issues; sound going completely in one headphone, a faulty volume button, even exposed wiring - all of which I have had the pleasure of paying over €200 for.

At one point it was suggested I keep the headphones and use the volume on my phone as a fix for the faulty buttons. Can you imagine if Bose suggested this?

This has been going on for months and have requested a full refund, which the company has refused. They are now attempting to close my ticket in an effort to sweep this under the rug, when clearly this is the experience of many consumers.

Update in response to their reply: A replacement for a faulty product is not a gesture of good will, is a consumer requirement. I refused a 50% refund because I paid full price for headphones that do not work, despite many tedious emails.

The team certainly did not go 'above and beyond' and were in fact flippant over many months of contact (please see above comment regarding the volume button issue). This issue remains unresolved and I will continue to be in contact.

I bought the Kokoon headphones on 09.12.2023
I returned them less than 4 weeks later as they were unsuitable. Kokoon received them on 19.02.2024.
Despite emailing many times Kokoon are not responding and I have not received a refund. Order KKT-ONE34242. Now I have to open PayPal dispute to get money back.

I purchased 2 kokoons and both have proved to be unreliable. The first set had an electronic failure whilst my daughter's pair stopped working. When I tried to get her pair replaced I was told that we had already had a replacement pair. I tried to tell them that this was another pair we had purchased, but they closed the ticket and they cannot be contacted. These items have serial numbers so it was quite easy to check.
3 recorded delivery letters failed to get to their address. Even tried their directors... No luck.

Sometimes you want to listen to a meditation before you sleep and don’t want to wake anyone up… traditional earbuds can hurt but these DO NOT! I’m a convert… I love them. I’m a side sleeper and these just work for me.

Wel het is gelukt ik heb mijn geld terug. Dank Trustpilot.

Ik ben zeer teleurgesteld in mijn recente ervaring met Kokoon en hun klantenservice. Na aanvankelijke problemen met een product dat ongemak veroorzaakte, heb ik besloten het te retourneren. Ondanks het volgen van hun complexe retourinstructies en het terugsturen van het product naar het opgegeven adres, is mijn geld nog steeds niet teruggestort.

De communicatie met de klantenservice was uitermate traag en onbevredigend. Het duurde weken voordat ik reactie kreeg op mijn eerste verzoek om retourinstructies. Na het terugsturen van het product heb ik ondanks meerdere pogingen om een update te krijgen, niets meer van hen vernomen.

Dit gebrek aan responsiviteit en de trage verwerking van mijn retour hebben niet alleen mijn vertrouwen in Kokoon geschaad, maar hebben mij ook doen twijfelen aan de echtheid van het product, daar het verkocht werd onder de merknaam Philips. Ik ben nu genoodzaakt verdere stappen te overwegen, waaronder mogelijk juridische stappen en het melden van dit incident aan Philips voor mogelijke merkinbreuk.

Ik raad potentiële klanten ten zeerste af om bij dit bedrijf te kopen, vanwege hun slechte klantenservice en ondoorzichtige retourproces. Het is onaanvaardbaar dat klanten zo behandeld worden, vooral wanneer het gaat om geldige retourzendingen en terugbetalingen.

Enjoying these. Comfortable. Good app. Better sleep.

Helped to diagnose opportunities in my sleep and improved my ability to fall and stay asleep.

Didn't like the product, sent it back and have been waiting 2 months+ to get my money back. A request was made for my patience a while back but my patience has now run out. I had sent a mail in which I gave them 14 days for a refund. However, there is no response at all. I opened a case through Paypal to get my money back. For such a big company really a shame that you have to wait so long for a simple refund, lost my trust in this company a bit. Unfortunately.

Not good in any aspect. Few possibilities of relaxation, music… poor sincronization. Some times is working all night, others is finished in 20 mins. About the data information is totally unuseful. The rate is based not per night of use but in total amount of hours.
Not recommended at all…

The headphones are great, they do exactly what I need them to do. The app has now moved to a subscription model. I don't use the app as a result. There's no need, I just used them as bluetooth headphones with white noise on loop. Customer service has gone downhill since moving to Philips as well. The buds provided only cater for small ears and they don't sell the new buds in the old sizes. Old bud do fit though, but are expensive on top of the headphones

Do not buy from this company. Headphones are uncomfortable and one side kept switching off. Luckily I paid with PayPal so was able to open a dispute with them and have eventually received a refund after three months.

I really wanted to give this company the benefit of the doubt and avoid airing dirty laundry here. However, I feel I have no choice after the poor engagement from this company.

Unfortunately, the Philips Sleep Headphones weren't the right product for me. I made the decision to return them on the day I received them (26th January) as I wasn't happy with the noise masking features.

I raised the return request on 27th January. I received instructions on how to return the product on 13th February. I sent the parcel off right away and have proof of its delivery on 16th February.

The email advised that the refund would take up to 15 working days to be processed. I appreciated the fact that timescales were given and therefore expected the refund by 8th March.

As I didn't receive the refund or any updates from the company whatsoever by then, I asked for an update on the 11th March.

I received a response on 21st March with an apology for the delay. I thought this was reasonable and was happy to wait perhaps a few more days.

Unfortunately, more weeks have passed with no further updates, which has left me no option but to raise my frustration here. It is unacceptable that I have waited for 14 weeks and still not received the refund.

The order number is KKT-ONE40331 - I would appreciate getting an update.

My husband bought me the Kokoon headphones for my birthday in February.
I returned them less than 2 weeks later as they were unsuitable and the battery wasn’t fully charging. Kokoon received them on 01.03.2024.
Despite emailing many times Kokoon are not responding and we have not received a refund. Order KKT-ONE41972