Kokoon Reviews 

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.

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.