Kokoon Reviews 

Love the app and the product, it’s really helped my sleep. But…

It’s the second set I’ve had as the first set broke. Buttons came off, glitchy charging and eventually stopped working.

Bought a second set, which also meant signing up for a subscription. These ones were Philips branded. Still have glitchy charging. Don’t think the headphones are particularly robust and the buds fall off far too easily.

Also think the move to a subscription model given the one off price of these headphones is a bit exploitative, for what seems like a cheaply manufactured product they are way too expensive for the quality.

Will probably look at another option when these inevitably give up…

If there was a no star option I would go with that. I have returned a £187 pairs of Philips headphones which had to buy through Kokoon on 28th November received and signed by Kokonn on 29/11/2024 and despite their Terms and condition section 42 money return guarantee they still haven’t refunded me and they keep ignoring my logged requests. I have also raised a complaint to Phillips who have also ignored it, as I bought the headphones in the strength of Philips reputation otherwise I’d never go to Kokoon. I feel like I’ve been scammed out of my pocket.

It is now a month since I sent this faulty product back recorded delivery within 30 days, as per their money back guarantee terms. The product would not charge. I have received no refund. I have submitted details three times through the Trustpilot links as requested. I have continued to email this company. They have gone silent on me. I have taken this matter up with my bank.

DO NOT BUY: SEARCH AND REVIEW OTHER EARPLUGS:

I use earplugs like these because of my night shifts and having small children in the household. Unfortunately, my Bose earplugs broke, so I decided to try the Kokoon earplugs. The reviews were very promising, so I decided to order (Order KKT-ONE49830). Upon receiving them, I wanted to use and test them, but I immediately had to pay for a subscription. I emailed customer service and wanted to return the product, but Kokoon offered me free access to the subscription service.

However, the earplugs did not meet the quality I was used to. The main issue is that the earplugs do not seal the ear canal; they sit on top of the ear canal rather than inside it. This results in sound bypassing the earplugs. Bose earplugs seal the ear canal properly.

In November, I returned the earplugs to the address in Poland. Since November (it’s now January 2025), I STILL HAVE NOT RECEIVED MY MONEY (€190) BACK.

I’ve emailed customer service twice, but they say they are understaffed as the reason for the delay.

I ended up buying the SOUNDCORE SLEEP earplugs instead, which I HIGHLY RECOMMEND, and they are €100 CHEAPER.

DO NOT BUY KOKOON BECAUSE OF:
• Subscription service
• Does not seal the ear canal
• Expensive product
• Other better and cheaper alternatives available
• WHEN YOU RETURN THE PRODUCT, THEY KEEP IT AND DO NOT REFUND (€190)

I’d give them no stars if I could. Absolutely appalling customer service. Do NOT purchase from this company. Has taken months to get a refund and only after threatening legal action and blasting them on social media.
Then they failed to cancel my subscription and a year later I’m now trying to get them to reimburse the auto payment which I cancelled. Again months and still no refund. AVOID THIS COMPANY AT ALL COSTS!!!

Update - a further 10 days has passed since I submitted details via Trustpilot and I have not received any correrpndance or my refund. This is utterly shocking customer services. Avoid this company

Returned my headphones which were delivered back to them on 21/12. I have heard nothing back from Kokoon despite emailing them for an update a few times. Incredibly poor customer services

The earpieces are uncomfortable and the sound switches off before I fall asleep. Also, the returns information was confusing. I contacted the company just a few days after the returns period has expired, explaining why I was late in asking for a return / refund, but they were inflexible and left me with an expensive product I cannot use.

Similar service experience to all the other purchasers who have posted here, sadly. I contacted Kokoon on 22 December to register a refund request and have heard nothing, still within the period permitted to return the pair of headphones I purchased. Kokoon if you are reading this, please respond to my email.

Edit…I’m still waiting to hear about a refund even after giving them my details of order number etc, which they asked for after initial review. I hope I don’t have to take legal action! Date is 28th December 2024

I purchased these after seeing them on YouTube. Wish I hadn’t bothered! The battery life is shocking and the sound quality is abysmal! After contacting customer support, we liased about returning them and I have done that. Still waiting for a refund and customer support has gone quiet! No contact since the return. I have proof that they were received as I have a picture of the signature, but judging from the other reviews, (which I wish I had looked at before I purchased) I won’t be surprised if they say the person who signed for it doesn’t work for them! Stay away from this company and the product. I’m shocked that a company as big as Phillips is still working with them after all the bad reviews. I hope I get my refund soon, but I’m not holding out much hope.

Great so far
Much better than bose

I would strongly advise anyone thinking about buying this company’s products to think really carefully and read the many reviews highlighting similar issues as I’ve had.

The good part. The product is ‘o.k.’, didn’t work for me, found it quite uncomfortable around the ears with the rubber band pressing into my skin (side sleeper) and caused skin abrasions - I suspect with continued use this would subside. The sound quality is ok but the noise masking just did not work for me; it’s basically a fancy way of saying the sound is turned up as loud as tolerated to drown out noise. Did not work well for me next to a snorer, had to set the brown noise so high it became an irritant. So it was returned for a refund.

Now the bad part. This company’s customer service is shocking. The delivery updates are pointless and out of sync with actually when the product is dispatched - required an email exchange to find out where it was, palmed off twice with vague responses of when it would be dispatched. But the returns are abysmal. I returned it as stated in their guidelines (sent with Royal Mail Special Delivery). Have given it 4 weeks and nothing. No initiated email, no update, no return of the £156.40. I have sent several emails, some with a response saying it’s received in the warehouse but apparently the more pertinent point of the refund is not addressed. It’s shocking to read the delays this company seems to think are reasonable. So have raised an official complaint with the clock ticking for a referral to Trading Standards. Will try reclaiming through Mastercard if they continue to fail to act.

This company operates woeful consumer standards practices and I would advise people to approach with caution. They are dragging Philips’ name through the mud with this relationship. This company should pause all trading and fully reassess their business model as it’s clear the current format is not fit for purpose.

I purchased my order (KKT-ONE49546) almost a month ago and have yet to receive it. The website states delivery should take 7-10 days yet it’s almost been a month and there’s no communication at all. I’ve not received a dispatch email nor have I received any email regarding delays. I’ve requested a refund and have informed Kokoon that I will raise this with my bank if I’ve not received it. Shocking service, do not recommend.

I really wanted to like this product. But I didn't !
To be clear. These are headphones that play a choice of 40 relaxing music clips from the app, albeit you can connect other devices should you want to listen to your own music.
No noise cancellation, just masking. Tried it one night, made little difference to the noise around me.
The worst experience however was trying to get a refund. A bit like many on here (it seems) I waited over 4 weeks from them receiving the product back, to getting a refund. Not acceptable!
Wouldn't use this brand again, for the above reason alone.

The sleepbuds are very comfortable, and I am a side sleeper. I use them almost every night, and can be restless. I was a little concerned the buds would get beat up, but they have proven to be durable. The battery is good for a night, so gets charged daily but again I haven't noticed any deterioration. I've had them for just shy of a year.
The content in the Kokoon app is decent, but there hasn't been a lot updated there that I can tell. I like to use Aura for the sleep hypnosis tracks there, and the Kokoon app to collect sleep metrics.

This is my second pair of Kokoon headphones. I have difficulty turning these ones on sometimes and the sound indicator is a lot quieter. I am not sure if they are on or not. I don’t know if this is a design change or a fault with mine

They do take a little while to get used to but these are wonderful! I was struggling to find a replacement for my discontinued Bose Sleepbuds but I have found them in these headphones - recommend!! :)

I´ve been using these headphones for quite a while now, but more for running than for sleeping. They fit well and they work well. My only contact with the company was when the device was damaged and I was promptly sent a replacement. From my point of view the customer service was excellent.

Terrible returns experience. I informed Kokoon that I wished to return the headphones on the 8th September, well within the 30 day returns period. They provided the returns address after a brief email exchange and the item was successfully returned and signed for on the 14th September. Customer support had been responding to me reasonably consistently up until this point. However, the last email I received from them was on the 10th October, informing me that since partnering with Philips, their responses have tripled. They simply do not have the capacity to handle orders and returns in accordance with their legal obligations. I have since emailed again twice, on the 17th and 24th October, and have heard nothing back. If I do not hear anything by Tuesday 29th October I will be in contact with my bank to process a refund. If they can't handle the level of returns and process refunds within the 10-15 days stated on their website, they should either pause trading or hire more support staff. If the headphones work for you then great, but if not prepare for a long wait followed by radio silence.

It's certainly an upgrade from ear buds.

While it isn't a perfect solution for side-sleepers due to a bit of discomfort when wearing all night, Kokoon is certainly an upgrade from what I was doing before. No noise canceling, but if you've ever been suddenly awakened by making the mistake of rolling onto your Apple Airpods and being deafened by the squeak they emit, you'll not miss that little feature. In short, I'm using these every night and tolerating the little bit of discomfort I experience. I still get a great night's sleep.

I like many suffer with sleep, I had hoped these may help and the money back promise meant what could go wrong!
I knew instantly these didn't suit me. Promptly returned with evidence.
4 months of complaints, promises, excuses and no refund. My bank had to intervene.
Do not accept their BS.
They will go broke soon if they continue this way.
Call your bank and get your money back fast.
Phillips should remove their trusts brand name from this partnership.