Kokoon Avis 

Order number: KKT-ONE43152

Avoid this company. I purchased the earbuds and found them unsuitable so returned them. The tracking number shows that they have received it over two weeks ago but customer service has not acknowledged this. I have sent them three emails now and no response at all.

I ordered Kokoon sleep headphones and they never arrived and was never sent tracking info. When I got in touch I was told there was a delay. I’d read other reviews by then and decided to ask for a refund.

I was told it would be referred to a supervisor. After that they ghosted me.

Have had to escalate to PayPal. We’ll see what happens but I’m not optimistic I’ll ever get my money back. It’s amazing to me that a cowboy operator like this carries the Phillips name.

Juni 2023 via Kickstarter besteld. Begin februari pas ontvangen. Binnen 30 dagen retour gestuurd omdat het ding niet aan mijn verwachtingen voldeed. Werkt niet tegen luid omgevingsgeluid tenzij je het volume zo ontiegelijk hard zet en je je trommelvliezen zodanig beschadigd dat het apparaat overbodig wordt. De dure app werkt ook niet: het registreert diepe slaap terwijl je je klaarwakker ligt. De overgangen tussen de verschillende geluiden zijn storend en irritant. Pasvorm is wel prima. Wanneer er in de toekomstige versie duidelijke verbeteringen zoals ANC en opladen vanuit houder zijn aangebracht, zou ik wel willen overwegen het opnieuw aan te schaffen. (Voor dezelfde prijs)

I was given earbuds as a present. Unable to use the app, tried emailing, email sent back “”address unknown”. No contact from the app messages I have sent. Very disappointed earbuds are functions, however support from app to assist with user issues is non existent.

Still waiting on a refund despite the returned headphones being signed for over a month ago. Numerous emails just go unanswered!

I ordered the ear buds the 12th February and found them unsuitable and sent them back straight away requesting a refund. I have been waiting ever since and have not received my refund despite numerous emails.
Order KKT-ONE42155

Placed an order on the 29 Mar, chased the order on the 3 Apr asking when it would be despatched only to be told that there were delays at their warehouse.

Chased again on the 10 Apr for a despatch date to be told (on the same day) it would be despatched the following Tuesday. That was yesterday and no despatch note was sent. I contacted the support desk asking for a refund on the 16 Apr and no response.

I wish I’d read TrustPilot prior to ordering from this company.

Update: I did get my refund after this review so you will get there in the end. Unfortunately, even that was spoilt by them requesting me to remove my review which is not acceptable as future customers need to know what they're getting into

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Firstly, I don't think this product is totally flawed as it did work for me on one side but on the other the small size of the bud meant the plastic dug into my inner ear when I laid on my side no matter what size sleeve I used. Not sure why that would be but I would be very cautious if you're a side sleeper as I think you're more likely to need to return the item and enter a world of woe.

The return process is scandalous and bordering on the whole business being fraudelent. I sent the earbuds back on 20 February and have proof of delivery. I was polite and waited until around 18 March to chase and was told "Partnering with Philips has been a very exciting adventure for us however it has meant that our responses has tripled and for a small team, we are working our hardest to get back to everyone as quickly as we can.
Our warehouses are working overtime to sort through all the returns and report back to us what has been received as quickly as they can."

Maybe someone at Kokoon or Philips should have thought about this before partnering but it's also concerning that they are receiving so may returns that it allegedly takes them months to process. I have never had such bad customer service in my life and I am so angry that I'm posting my first review on Trust Pilot.

A final thought is the worrying trend that some people seem to be getting refunds after posting on here. If the refund is ready to be processed then it should be done without prompting.

I'll give it a few days longer but it will either be a chargeback or maybe the small claims court as well as letting Philips know how a partner is behaving just in case it's under their radar.

If you're considering buying from Kokoon I would really think twice or wait until positive reviews outweigh the negative.

Sent it back a month ago and written to them twice to ask when I will get my refund and have heard nothing back from them. The Kokoon product does not stop one hearing outside sounds like snoring and is not comfortable to wear for side sleeping as they calm. Not getting my money back within their time limit of 15 days is bad service. Not writing back to me make me think they are a scam operation. Do not buy from them. When I get my money back I will re write this to say that I have been repaid. I see others have waited longer than me and others have not ever got their money! All very worrying. Will get onto my credit card about this if I don’t hear in the next couple of days.

Update: amazing, after writing this review on here I got my money back and an email asking me to update on here. So I’ve updated as you can see!

DO NOT USE THIS COMPANY
I ordered headphones for Christmas for my
Husband, they took weeks to deliver only
Just arriving before Christmas, they did not work even though lots of writing about working for side sleepers they don’t.
I requested a refund on the 4th jan, and again 3 weeks later, they then sent me Info about trying different ways to use them, I replied saying I wanted a refund, they requested I returned them within the 14 days, which I did on the 16th February and dispute numerous emails to the support centre I am still yet to receive my refund,

GB Order number33466

I wish I never ordered from them! I was so excited when my Kokoon headphones arrived, but they were far from ideal. The product felt very flimsy and the app was very poorly designed and doesn't offer much.

The headphones were very uncomfortable for side sleeping, and the noise masking was non-existent.

I returned my headphones over two months ago and I am able to get no word on when I will receive my refund. I've let them know that I will be filing a chargeback claim with my credit card, so hopefully that shakes it loose. Very poor customer service!

4/16 UPDATE: Apparently my refund is on its way. As mentioned in other posts, it's sad that a negative review is what caused them to respond and assist with my issue. They emailed me asking for me to remove this review, which I will not.

Good Service

Do not TRUST!

Really bad customer support. Read the reviews here and on Amazon, google, Reddit. So many complaints about lack of response. Way to go Kokoon - destroy your own reputation.

I have contacted their customer support numerous times via their website, the only way they will allow, with no reply In past two years. I did receive my earbuds and in September 2021 was offered a charging case for $64.00 which I paid for but never received. My requests for a REFUND or information got no response. Zero. Zip. Zilch…

Wow - I just read some of the other comments on this site and my refund request might be the longest running or I take the prize for - well for something. I am not particularly happy with the product - painful for me as a side sleeper and poor noise blocking for a snoring partner. However I never tried to return them. I think I waited too long thinking I could get used to them.

Customer service does not reply. No phone number, no reply via web or email. Really frustrating.

Received headphones on the 8th March, asked to return on the 10th, but was sent a video to watch. This didn’t help so I asked again for the return details which I obtained on the 14th March. I returned on the 15th March and they were received back on the 16th March. 3 weeks later and still no refund. Specify 5 to 15 days which has now passed.
This is not acceptable when you buy something in good faith. They were returned within 8 days of arrival so well within their time frame.
Order number KKT-ONE42897

I had a problem with my subscription being renewed and the help desk were excellent with fast replies and problem was immediately sorted. Thanks to Mariam especially

Really wanted these to be as promised.
Ordered and paid in September - delivered in January.
Unfortunately for me - these didn’t live up to the marketing. Ear pieces wouldn’t stay in for me so was woken in the night.
Battery lasts a night.
For me - for headphones - I had a better experience with a musicozy at a fraction of the cost. They stay on at least.
The USP of these IMO isn’t the thickness of the earpiece - it’s the app that goes with this. Frustrating that that is an additional cost to an already overpriced piece of kit.
The refund / trial process is frustrating. Having returned these I’m a month in still trying to get a refund. Customer support don’t return messages - when they do it’s to say they have had a lot of messages. I’m left writing messages on here to get a response...
Buyer beware. Why Philips have got uinvolved with Kokoon - goodness only knows.

Update - thanks for the refund. Shame it took approximately an hour of a Trustpilot review to resolve this rather than the multiple messages to your support department. In answer to your request …

“It would really help us here if you were able to update your review”
Ok. I was also disappointed in having to pay £14 for delivery when I was able to return for £3.39 with suitable compensation and also frustrated this was required to be paid on top of the amount originally paid through Indigogo. Indigogo did mention postage would have been required at the time of purchase but asking for this amount after being this late in getting the product out was simply taking the mick.

I really like the product, it makes the world of difference to me in being comfortable to wear when sleeping. When I did have a slight issue with the accompanying app I reached out to Kokoon and they were super responsive in helping me sort it out.

While I have not requested a refund so can't comment on other's experience with that, I've found product, delivery and support to be spot on.

I often listen to music to help me sleep, and have never found a suitable set-up and ear buds as I like to sleep on my side.
This system was a revelation, as the buds and wiring design meant that it was virtually unnoticeable when lying down. There are five ear bud sizes to choose from, and when fitted properly they are very comfortable. The unit and leads are high quality, and it was easy to pair to my iPhone.
With the Kokoon app it makes for a satisfying and effective way to drift off !
Highly recommended.

In November I requested a cancelation for an order I never received. Still no refund. When I asked to escalate to a manager they stopped answering my emails. The company is a scam they will simply get away with your money. Avoid at any cost.