Kokoon Avis 

Update: 24.04.24 - Still no refund and told me they are discontinuing customer support (one reply to 15 emails). They lied and said they can’t sort this out because there’s an issue open with my bank. It’s all lies, have now reported them to trading standards.

Update: 04.04.24 - Company still not responding to emails, they responded to this saying it had now been refunded, they lied. They also asked me if I’d change the review now it’s been refunded. Where is my money, have raised it with Visa, hope they go out of business it’s been two months.

This company is embarrassingly bad. Product is rubbish and doesn’t work (mental got the price point). Returns process have to be paid for at extra expense, and still no refund its been weeks. Customer service team don’t reply or respond to any emails. DO NOT BUY FROM THIS COMPANY

Couldn’t recommend enough. I’ve always had trouble sleeping and getting to REM but the function on the app that fades the initial calming sounds to brown noise has hugely helped this. The headphones are really comfortable and easy to sleep in and I have had trouble using earplugs so this was also great.

Same story as lots of others: Didn't like the product, got instructions regarding a refund, returned the thing (on my costs) and that was is: No refund and ghosted by the so-called-support.

As of now: The return reached them 6 weeks ago and I contacted the so-called-support 3 weeks ago. No reaction, no refund.

As with many other posters, I couldn’t get on with the product so requested a refund late December. Finally got information to send the product back, which I did, but radio silence and no refund so far. I have chased up the ticket but still nothing. Not happy with the service at all.

I had previously used Bose Sleep buds, which I loved, but after they died of natural causes I discovered you could no longer get them. Then like magic I found these on kickstarter so thought I’d give them a go. I was sceptical because they’re a lot larger than just ear buds. But I barely notice the pack attachment once on. It’s all so light and comfortable in my ears. And the selection of soundscapes and meditations in the Kokoon app have given me such variety to find the perfect sounds for me to have a great night sleep. I’ve also enjoyed waking up and seeing my sleep trends. Very insightful. Then to top it off, after just 3 weeks of ownership, my dogs literally ate my headphones. I reached out to the company and explained and they very graciously gave me a generous discount to buy a new pair. Which they didn’t have to do. Just a great organisation to deal with and a great product.

Have been a big supporter of Kokoon over the last few years and indeed backed via Kickstarter the latest incarnation of the sleep buds, however they just sounded so awful and the older ones knocks spots off them, returned and tracked but sadly have fallen into the same hole as many other where they just simply dont want to acknowledge the return or process the return of our money. I defended Kokoon over and over when the Kickstarter complaints came rushing in but now have no option but to agree they have lost their way completely, it has been so sad to watch what was a great startup lose its customers one by one and I fear they have kind of shot themselves in foot, people will no longer trust them with their money or to produce products that people are prepared to be patient to wait for, sorry Kokoon..Im joining the others and will no longer be a customer.

Just to update, refund now on its way so a positive step...the lesson for Kokoon needs to be the fact I would have waited for our money and all I needed was at least some ongoing contact and confirmation the return was back with them, if they had done this then the negative review woudnt be here !

I bought my earbuds on the 1st of January, on testing them out I found that they did not help block out snoring from another person, which was the main reason for purchasing them. I emailed kokoon on the 2nd of January to receive an email back from them on the 7th of February giving me instructions on how to post them back. I sent the parcel back on the 13/02/2024, it arrived to you the following day and on the royal mail track your parcel it showed it was delivered. It's now the 17th of March, I emailed customer service 7 days ago, and still no one has gotten back to me. I have never had such bad customer service. I definitely do not recommend using this company.

Highly recommend these headphones as an aide to a restful nights sleep. I fidget a lot and with the right size ear piece they stayed in place all night and were pretty comfortable. Living in London there's a lot of street noise and my headphones have helped stop this disturbing my sleep. They were easy to pair with my phone and I'm enjoying the app's library of meditation.

Super happy with my sleep headphones. I ordered them on Amazon and received them on the same day. Easy to pair. I am a side sleeper and i am so happy as they are super comfy for me as the earbuds are very small. Surprisingly i could also barely feel the module at the back of my head. They work a treat for me. I highly recommend them!

I have chronic insomnia, listening to audio books/podcasts is the best way for me to fall asleep. I have funny little ears, no brand of earbuds ever stay in my ears, all are too bulky to sleep with as a side sleeper. These are small and flat enough to sleep sideways. Will also trial them on long journeys when I tend to fall asleep leaning against a window/wall etc. At home I used my wrap around eye mask as the light from my device tend to be a distrubance.

*Updated review - since posting this I have had a refund from Kokoon. Overall despite delayed the custom service has been okay, my guess is their small team are struggling with the number of orders and they will get to your refund in time (just be more patient than me). Although not for me, the product is well built and feature rich and truly will kokoon you in your sleep, very clever.

*Original review - Unfortunately I’ve had to come to here in order to try and get a reply from Kokoon. As loads of other reviews have stated. I sent my order back for a refund using their 30 day “money back” guarantee and have heard nothing at all.

I have had an awful experience with Kokoon. I bought these headphones for my partner for Christmas but she didn’t want them, I first messaged their support team on Boxing Day 2023 for a refund, after several attempts and no response I contacted them on X (Twitter) publicly and, funnily enough, got an instant response as they don’t like bad publicity. I sent the item back in January via recorded delivery and as of today (10/03/2024) I’m still waiting for a refund, six weeks on and again can’t get any response from their non existent support team.

The ironic thing is they send daily email newsletters with things like “30 day money back guarantee” and “check out our 5* support”. Don’t believe it guys, they are awful, believe the reviews here.

I love the headphones. I usually have a meditation app and the Kokoon app rain or pink noise playing as I fall asleep. I've noticed that I'm falling asleep much faster with this method. They don't shift around or fall out, so I'm able to stay asleep.
The app does have a few bugs. The tracking only works if the Kokoon app is open when I turn the headphones off. Even then, it's a little off. This morning, it shows I woke at 6:30 and didn't go back to sleep. In reality, I returned to a light sleep for another hour. I find that the switch to brown noise only works part of the time, too. I'm hoping some of the bugs get worked out in future updates.
Overall, I'm happy with my purchase.

Like everyone else cannot get a refund
Ordered 20th November, radio silence until delivery on 16th December.
Tried for a couple of weeks but couldn’t get on with them. Asked for a refund.
After a month received a response, returned and received by them 13th February.
Heard nothing. Chased still no response
Please don’t buy. Their customer service is truly shocking.

Update - the writing of this review promoted a refund to be received, so I would advise if your struggling, post something!

Der Support ist genauso schlecht wie dieses Schrottprodukt. Nachdem beim 1. Gerät der Akku leer war innerhalb weniger Minuten, der Tragekomfort miserabel war ebenso wie die angebliche Maskierung von Geräuschen und insgesamt das Produkt einfach nur miserabel ist, habe ich über die Homepage eine Rückerstattung beantragt. Hierauf ist keine Reaktion erfolgt, stattdessen habe ich heute ein Ersatzgerät bekommen ohne jegliche Kommunikation, welche ich aber nicht will. Auf mein Geld warte ich noch immer. Der Support es genauso unprofessionell und schlecht wie das Produkt selbst. Philipp sollte sich schämen mit so einer Firma zusammenzuarbeiten.

My pup got ahold of my night buds while I was out of the house (a door should have been closed but was not) and he chewed them to pieces. I knew they were out of their warranty window but I contacted customer service hoping for some help, and a couple days later they offered a goodwill replacement for my night buds. I am looking forward to finally getting good sleep again, and will be keeping them in a mucher safer place moving forward. Thank you so much, Kokoon!

I have been a daily user of my kokoon nightbuds since their first release. They changed the way I sleep as I didn’t realize I was such a light sleeper because of auditory issues. While the form factor has limitations, this product has been great. The battery life is great, lasting about 12 hours for streaming audio - enough for about a night and a half for my use.

After 2 years of use, I had an issue with a part of the product and reached out to their customer service. They were incredibly helpful and replaced a part of my headset with zero friction or difficulty. Thank you!

Requested product return instructions in mid January.
Return authorisation with ticket number 75253 received on February 18th and returned product signed for on 19th February.
THREE WEEKS LATER STILL NO REFUND
Name : von Simson. Original order number KKT-ONE 34776.
I would like my money back please.

Same issues as others. Did not like the product (it was uncomfortable as a side sleeper). Asked to return it and they provided instructions and an address. I have a tracking confirmation that it was received a month ago and they will not respond to multiple messages I have sent for an update.

This review is not for the product, it is the customer service or total lack off.
I purchased a Philips Sleep Headphones back in 22/12/2023. the product was okay but I could not get on with it.
I requested a refund a few days later. The request was acknowledged and a request number assigned on the 31/12/2023.
I fully understand that this was over the Christmas and new year period so hoped I would get my refund in a couple of weeks. it is now 04/03/2024, 2 months later and no refund. I have contacted them several times via email and at first got replies telling me that it would be issued once the item was returned. It then took them 4 weeks to reply with the details of where to send them. The item was sent back immediately. Its now 4 weeks later after I have my post office tracking confirmation that the item had been delivered, still no email replies or refund. Very poor service and I feel that they just don't care and are hoping I will eventually forget about it.

UPDATE.UPDTAE

Well, I got a request through Trustpilot to provide more information as requested by Kokoon. That was sent immediately on the 4th March.

STILL NO CONTACT FROM KOKOON, STILL NO REFUND.
YET MORE EMPTY PROMISES .

Its easy to write a reply and say its going to be sorted, also looks good to others looking at reviews of this company, but it needs to be followed through.

I have contacted PayPal who I used to pay Kokoon and that have asked me to open a dispute in PayPals resolution centre online, but before I do this I want to give Kokoon a last chance to give me my refund.

Name Gary Lewis
Order ref KKT-ONE35096
Return ref number 74541