Kokoon Reviews 

Like many others I had a quick response to my original return, however after that there was silence. Despite several chase ups I am still out of pocket and with no headphones. Originally sent them back early January!
order number KKT-ONE50936

They have discontinued them, dunno if Philips have a new product in its place? This means I can't get the ear bud sleeves (M - M) as they easily get lost. That's really annoying and terrible as a customer of really expensive headphones...

Same as everyone else, product didn't meet my needs, poor sound quality and uncomfortable. I sent it back as required. As soon as it was established by the customer team that I had a valid proof of receipt by their warehouse they have stopped all communication. I have been left with no choice but to process a claim via my credit card provider. Order number KKT-ONE52606.

Returned my headphones as was accepted by kokoons customer support on the TENTH OF JANUARY.
The customer service team has now stopped replying to any emails or tickets submitted entirely.
I have made a refund request through klarna which is stuck on
"We're reviewing the return info you provided together with kokoon.io to confirm your return.
Return reported 24 Feb
Waiting for kokoon.io to confirm
Usually takes a few days. Contact store to speed up the process "

Absolutely dreadful customer service, They claim it's because of the collaboration with Phillips, so they are very busy, but this is shameful scamming at its finest.

Order number KKT-ONE50362

Same complaint as many others here, product seemed ok but didn't help with my sleep. The headphones were returned on 14/02/2025. It's now a month later and I'm being ignored by the one customer service email available. Given that the headphones were about £200 this is very frustrating. Is this a scam?

I see other people have left their order number so here's mine too if you see this - KKT-ONE52337.

Happy to update my review if this is sorted.

Update: Kokoon advised on 21/03 a refund has been processed. The funds have still not been refunded to my account on 09/04.

The product wasn't a bad product, it just wasn't suitable for my wife's needs.
During the setup support was ok, we had good response times. But once we requested a refund, we were given a return address with specific instructions... Which were followed. Unfortunately, a month after the package being signed for, contact has now stopped and then don't respond to any message about a refund.
This is a shame as I like the Phillips brand and this has tarnished their name.
Before you respond about not finding order details, our order number is KKT-ONE50473.
Like I said, the product overall wasn't bad and service was ok, but any scam is 0 stars (I would obviously change this should a refund occur)

I returned these headphones as they didn't work for me. They were uncomfortable , didn't pick up my sleep data so didn't switch off when I was asleep - one of the main reasons for buying them I returned them on the 2nd February and it is now the 9th March, and I still have not had a refund. I have emailed several times about this and been roundly ignored at every turn. Appalling service and I have no headphones and no refund. Utterly disappointing and expected better from them. Will never buy anything from them again.

Still no refund or acknowledgment of return 3 weeks after they have signed for the return. Absolute JOKE of a company. Avoid Avoid Avoid!!!!!!!!

I retuned the product, they
denied receipt So I provided proof and they promised a refund

There is a pattern here No refund next step gonna issue legal action

Sent my kokoon headphones back via royal mail tracked 1st class delivery at the beginning of Feb 2025 for a full refund as the headphone hurt my ears tracking says they were signed for the next day by kokoon but when I email them to see where my refund is they keep telling me they haven't received them back yet!!! What kind of fool do they think I am!! Terrible service where is my refund kokoon as I know you have the return! Please get back to me with a satisfactory result for your terrible service!!

Very poor service at every stage. I returned the sleep earbuds in November and have still not been refunded - over 10 weeks wait so far.
Multiple times I have contacted them for support and the response has been slow at best or ignored. I am now raising this with Trading Standards to see if I can get the refund sorted.

I wish I'd read these reviews before purchasing. The product didn't work for me so i returned it at my own expense (you're looking at approximately £10) to cover for losses.
They received the item. 26th Jan and I still don't have my refund. They either don't reply to emails or take days.
They've now said my refund is on hold because I raised a PayPal dispute.
I cannot stress how much much you should avoid this company. Philips should be ashamed to be associated with them.
Update 12/02/2025 response from kokoon today asking for my 'reference number'. I'm assuming this is my order number which I have sent. Let's see how long they take to investigate. I'm still waiting for a response to the email I sent on 4th Feb.
Update 13/02/2025 no response to the requested information and another chasing email sent.
Refund finally processed 14/02/2025. It's taken a week to clear as they sent it as an echeque (I paid via PayPal) and I have been charged a £5.62 transaction fee because of the way the refund was send. So I don't even have al my money back.
SCAM COMPANY DO NOT BUY FROM THEM

Like the reviews below, the comms from this company is woeful. I sent back the headphones for a refund and they arrived on the 11th Jan, I have since contacted the company twice with no response. Could I please get a response from Kokoon and find out where my refund is please?

Still data is not going to app
Takes a week or more to get the answer: try again
Perhaps the headset is defective?
Is a way to troubleshoot?

This company do not process refunds, they do not respond for months. It is absolutely horrific and I would advise any customer to stay well away! I had to do a chargeback through my credit card company, they forced me to pay postage to return the defective product, and I am still fighting to get a refund for the postage I paid that I now realise they should have funded too. I just cannot stress enough how much any customer who wants any kind of service should avoid this terribly managed company.

Too fiddly. Kokoon app audio doesn’t let you do what you want. Predetermined choices only .

AVOID THIS COMPANY. Under the UK Consumer Rights Act they should be issuing a refund within 14 Days. They have not done this and I have had to issue a claim on my credit card. 4 Weeks later they email me telling me this is now on hold due to me issuing a charge-back. Organisation are scumbags. AVOID.

My card company have made a chargeback on you, you didn't refund, me after I've had to have my card company get involved who have already informed me that they had done that. You are late and unresponsive beyond your legal obligations. Scummy company.

I was scrolling through Kickstarter one day when I spotted Kokoon. I'm strictly science and hesitant to entertain anything that smells even a tiny bit "woo". I found a reasonably priced used overear set and to say I was surprised is an understatement. I was so comfortable and impressed that I swiftly submitted my pledge.
The app has cool features, but I use them for lots of other things too. The "send me to sleep" podcast is great, there's some interesting options on the video app if you don't mind a bazillion ads- the one simulating 12 hours in an aircraft cabin hit the spot and It motivated me to completely resolve my sleep concerns and everything that was affecting it..diet, temperature, lighting, the bed and bedding, lifestyle changes such as exercise and reviewing electrinics in the bedroom.
I can't wear earbuds although they look cool. Although I have now bought 4 sets, my first still feel the best and others have become gifts.
For 3 years, I tested every gadget and gizmo that crossed my path. It is a big investment, so perhaps try a slightly simpler option first, but there is NO quick fix for sleep disorders. It WILL take time and effort because you are going to re-evaluate each aspect of your days and nights, carefully prioritising them.
I have a chronic (lifelong) autoimmune condition. Without sufficient rest, the immune system cannot regenerate cells and repair the body or tidy up the old "brain library". Sleep deprivation is a highly effective method of torture.
Sleeping pills taken for more than 14 days do more harm than good, preventing that individual from achieving complete sleep cycles through each phase of slumber. This is necessary for production of all the vital hormones and neurochemicals that keep our bodies and minds healthy, capable and fit to face what each new day will bring.
I no longer wear them every night because I'm not the same person I was then. Just because it worked for me, doesn't necessarily mean it will work for you, but there's only one way to find out. Zzzzzzz😴

A little time later, guess what, my headphones break. I contact kokoon asking if they can suggest anybody who might be able to help.
After everything I did and said, I was WRONG.
Get a cheap eye mask with a bluetooth speaker in it and use YouTube and ad-blockers or better still Tamper monkey or Grease monkey user scripts to bypass ads and promotions.
To monitor your sleep patterns, get an Activity/Fitness band. It's like a techy watch only far cheaper and less intrusive. It does everything their headphones do and more. I use a xiaomi mi band v.6 or lower. They got rubbish after that.
Should look after the people who helped you when you were nothing Kokoon. Enjoy being unemployed

Amazing and so comfy to wear going to sleep at night 👍

If I could give the customer service team no stars I would.

I bought the sleeping headphones as a gift for my husband but he did not want them so I made a request to return the headphones and receive a full refund.

When asked for the reason for the refund, I replied that it was an unwanted gift. When I then asked what the next steps were re processing this refund, I was then ignored until I then went through the same process via their returns portal.

After sending a few more follow up emails, I finally received instructions on how to return this order (which I have to pay for myself). I then proceeded to send back the order via special delivery (£9.35) to ensure that I wouldn’t encounter any issues with receiving my refund (as I now got the impression that Kokoon do not want to receive returns or issue any refunds for their products).

Despite several follow up emails chasing for update since sending the order back to them (incl. tracking details, pictures of my receipt, and the package itself) and I am yet to receive any acknowledgement that they have received my order and when a refund will be processed. It’s been 3 weeks now so this is ridiculous.

The customer service for this company is atrocious and needs to be put under review.