Kokoon Reviews 

KKT-ONE46481

Still waiting for my refund from my request on 19th June, really bad and upsetting experience with you, you were quick enough to tame my money but it seems that you refuse to refund me. shocking

Useless customer support! Bought a pair of headphones from their website, but ended up not liking them - it just wasn’t comfy enough. Applied for a refund since they offered a 30-day refund. It’s been months and I’m still waiting for them to “inspect” my return in the warehouse. What a joke this company is.

I have had the Kokoon system since they were released. They are comfortable and work as promised while I am at home.

However, I travel extensively on long overseas trips, and the Kokoon app doesn’t work unless there is Wi-Fi. Is there any way to use the app on airplanes where there is no Wi-Fi?

We hoped that the App and support from Phillips affiliate company Kokoon would be the path to better sleep. However, the headphones have continued to not perform at the level we expected. We purchased a couples pack and have less than positive experiences. My spouse and I both use CPAP machines so have experienced some sleep issues in the past and felt Phillips to be well versed in sleep difficulties.

We have attempted all support recommended ideas but still have discomfort after two months of use. The data sync is not working on a regular basis especially since the last software update.

We like to fall asleep to audio books but that does not integrate as well with the Kokoon functionality.

Support agent takes about two days to respond and I often feel the agent has not read my entire message before responding as they ask me to try things I’ve already told them I’ve attempted already.

Absolutely terrible customer service. I purchased the headphones and they never shipped them so canceled the order and requested a refund, it's been almost 3 weeks and still nothing! No way of communicating with them aside from their website and they take days to reply. AVOID!

UPDATE FROM COMMENT: Shame it doesn't take you up to 4 days to give people their money back!!

UPDATE 30/07/24 - They say I raised a dispute with the bank which is a lie and that because of that they can't refund me.

UPDATE 06/08/24 - Yes they refunded my money after I started initiating claim after claim asking them for a refund. The worst customer service experience I've ever had.

Impossible to log into the app without paying yet more money. A very expensive con.

Absolutely horrendous company. Returned my sleep headphones at the BEGINNING of June, and have since been told that the warehouse have received my return. But over a month later I still have NO refund. Avoid at all costs. Disgusting behaviour. Legal action WILL be taken if they do not refund me following this review.

Please issue my refund - it's been 2 months since I returned the product. I had to set up a 'support chat' on 20th May to actually chase to confirm you had received the 'Royal Mail guaranteed next day' and then you had to check - no email to confirm like you said. I had to chase AGAIN and AGAIN and you responded on 2nd July to say you had received confirmation from the warehouse of my return. Still no refund. Chased again and still no response.... PLEASE GIVE ME MY MONEY BACK...

So… I don’t care for Kakoon as an app, but I’m enjoying the Philips sleep headphones! They’re almost perfect for sleeping with. For the most part they don’t bother me when I sleep. Occasionally, I sleep in a position where they make my ear hurt. I also feel like the battery life isn’t the greatest. I wish they had a better sensor at detecting when I’m no longer using them and they shut off after a period of non use. Other than that, I really enjoy them for listening to stories when I’m trying to fall asleep!

awaiting a refund on Order number: KKT-ONE45281

Wheres my refund its been six weeks provided all details you stated you would look into this. Your a sham company. I will write to Phillips and all the media who wrote about you as you have done this too nearly all the reviewers?

Received the headphones, tried them decided I didn’t
like them and contacted them for a refund.
They gave me details of where to send them and I sent them straight off using Royal Mail special delivery. They arrived the next day and then I waited for my refund…..
I heard nothing for about a month so I contacted them, and they has JUST heard from the warehouse that they had received them, and I would get my refund but it may take a little time as they were busy!
Over a month has now passed and still nothing, I contacted them again on Monday but still nothing. Probably best not to waste your money.
Order number KKT-ONE44453
EDIT: Despite my refund allegedly being escalated I am still waiting. I think I will now need to contact trading standards and think about legal action. What an absolute disgrace.

I have returned the earphones having found them very uncomfortable, and asked for a refund, but 6 weeks later still chasing for a refund.

My order ref is KKT-ONE45548.

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!

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.