Kokoon Reviews 

Sometimes you want to listen to a meditation before you sleep and don’t want to wake anyone up… traditional earbuds can hurt but these DO NOT! I’m a convert… I love them. I’m a side sleeper and these just work for me.

Enjoying these. Comfortable. Good app. Better sleep.

Helped to diagnose opportunities in my sleep and improved my ability to fall and stay asleep.

Didn't like the product, sent it back and have been waiting 2 months+ to get my money back. A request was made for my patience a while back but my patience has now run out. I had sent a mail in which I gave them 14 days for a refund. However, there is no response at all. I opened a case through Paypal to get my money back. For such a big company really a shame that you have to wait so long for a simple refund, lost my trust in this company a bit. Unfortunately.

Not good in any aspect. Few possibilities of relaxation, music… poor sincronization. Some times is working all night, others is finished in 20 mins. About the data information is totally unuseful. The rate is based not per night of use but in total amount of hours.
Not recommended at all…

The headphones are great, they do exactly what I need them to do. The app has now moved to a subscription model. I don't use the app as a result. There's no need, I just used them as bluetooth headphones with white noise on loop. Customer service has gone downhill since moving to Philips as well. The buds provided only cater for small ears and they don't sell the new buds in the old sizes. Old bud do fit though, but are expensive on top of the headphones

Do not buy from this company. Headphones are uncomfortable and one side kept switching off. Luckily I paid with PayPal so was able to open a dispute with them and have eventually received a refund after three months.

I really wanted to give this company the benefit of the doubt and avoid airing dirty laundry here. However, I feel I have no choice after the poor engagement from this company.

Unfortunately, the Philips Sleep Headphones weren't the right product for me. I made the decision to return them on the day I received them (26th January) as I wasn't happy with the noise masking features.

I raised the return request on 27th January. I received instructions on how to return the product on 13th February. I sent the parcel off right away and have proof of its delivery on 16th February.

The email advised that the refund would take up to 15 working days to be processed. I appreciated the fact that timescales were given and therefore expected the refund by 8th March.

As I didn't receive the refund or any updates from the company whatsoever by then, I asked for an update on the 11th March.

I received a response on 21st March with an apology for the delay. I thought this was reasonable and was happy to wait perhaps a few more days.

Unfortunately, more weeks have passed with no further updates, which has left me no option but to raise my frustration here. It is unacceptable that I have waited for 14 weeks and still not received the refund.

The order number is KKT-ONE40331 - I would appreciate getting an update.

My husband bought me the Kokoon headphones for my birthday in February.
I returned them less than 2 weeks later as they were unsuitable and the battery wasn’t fully charging. Kokoon received them on 01.03.2024.
Despite emailing many times Kokoon are not responding and we have not received a refund. Order KKT-ONE41972

Order number: KKT-ONE43152

Avoid this company. I purchased the earbuds and found them unsuitable so returned them. The tracking number shows that they have received it over two weeks ago but customer service has not acknowledged this. I have sent them three emails now and no response at all.

I ordered Kokoon sleep headphones and they never arrived and was never sent tracking info. When I got in touch I was told there was a delay. I’d read other reviews by then and decided to ask for a refund.

I was told it would be referred to a supervisor. After that they ghosted me.

Have had to escalate to PayPal. We’ll see what happens but I’m not optimistic I’ll ever get my money back. It’s amazing to me that a cowboy operator like this carries the Phillips name.

I was given earbuds as a present. Unable to use the app, tried emailing, email sent back “”address unknown”. No contact from the app messages I have sent. Very disappointed earbuds are functions, however support from app to assist with user issues is non existent.

Still waiting on a refund despite the returned headphones being signed for over a month ago. Numerous emails just go unanswered!

I ordered the ear buds the 12th February and found them unsuitable and sent them back straight away requesting a refund. I have been waiting ever since and have not received my refund despite numerous emails.
Order KKT-ONE42155

Placed an order on the 29 Mar, chased the order on the 3 Apr asking when it would be despatched only to be told that there were delays at their warehouse.

Chased again on the 10 Apr for a despatch date to be told (on the same day) it would be despatched the following Tuesday. That was yesterday and no despatch note was sent. I contacted the support desk asking for a refund on the 16 Apr and no response.

I wish I’d read TrustPilot prior to ordering from this company.

Update: I did get my refund after this review so you will get there in the end. Unfortunately, even that was spoilt by them requesting me to remove my review which is not acceptable as future customers need to know what they're getting into

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Firstly, I don't think this product is totally flawed as it did work for me on one side but on the other the small size of the bud meant the plastic dug into my inner ear when I laid on my side no matter what size sleeve I used. Not sure why that would be but I would be very cautious if you're a side sleeper as I think you're more likely to need to return the item and enter a world of woe.

The return process is scandalous and bordering on the whole business being fraudelent. I sent the earbuds back on 20 February and have proof of delivery. I was polite and waited until around 18 March to chase and was told "Partnering with Philips has been a very exciting adventure for us however it has meant that our responses has tripled and for a small team, we are working our hardest to get back to everyone as quickly as we can.
Our warehouses are working overtime to sort through all the returns and report back to us what has been received as quickly as they can."

Maybe someone at Kokoon or Philips should have thought about this before partnering but it's also concerning that they are receiving so may returns that it allegedly takes them months to process. I have never had such bad customer service in my life and I am so angry that I'm posting my first review on Trust Pilot.

A final thought is the worrying trend that some people seem to be getting refunds after posting on here. If the refund is ready to be processed then it should be done without prompting.

I'll give it a few days longer but it will either be a chargeback or maybe the small claims court as well as letting Philips know how a partner is behaving just in case it's under their radar.

If you're considering buying from Kokoon I would really think twice or wait until positive reviews outweigh the negative.

Sent it back a month ago and written to them twice to ask when I will get my refund and have heard nothing back from them. The Kokoon product does not stop one hearing outside sounds like snoring and is not comfortable to wear for side sleeping as they calm. Not getting my money back within their time limit of 15 days is bad service. Not writing back to me make me think they are a scam operation. Do not buy from them. When I get my money back I will re write this to say that I have been repaid. I see others have waited longer than me and others have not ever got their money! All very worrying. Will get onto my credit card about this if I don’t hear in the next couple of days.

Update: amazing, after writing this review on here I got my money back and an email asking me to update on here. So I’ve updated as you can see!

DO NOT USE THIS COMPANY
I ordered headphones for Christmas for my
Husband, they took weeks to deliver only
Just arriving before Christmas, they did not work even though lots of writing about working for side sleepers they don’t.
I requested a refund on the 4th jan, and again 3 weeks later, they then sent me Info about trying different ways to use them, I replied saying I wanted a refund, they requested I returned them within the 14 days, which I did on the 16th February and dispute numerous emails to the support centre I am still yet to receive my refund,

GB Order number33466

I wish I never ordered from them! I was so excited when my Kokoon headphones arrived, but they were far from ideal. The product felt very flimsy and the app was very poorly designed and doesn't offer much.

The headphones were very uncomfortable for side sleeping, and the noise masking was non-existent.

I returned my headphones over two months ago and I am able to get no word on when I will receive my refund. I've let them know that I will be filing a chargeback claim with my credit card, so hopefully that shakes it loose. Very poor customer service!

4/16 UPDATE: Apparently my refund is on its way. As mentioned in other posts, it's sad that a negative review is what caused them to respond and assist with my issue. They emailed me asking for me to remove this review, which I will not.

Do not TRUST!

Really bad customer support. Read the reviews here and on Amazon, google, Reddit. So many complaints about lack of response. Way to go Kokoon - destroy your own reputation.

I have contacted their customer support numerous times via their website, the only way they will allow, with no reply In past two years. I did receive my earbuds and in September 2021 was offered a charging case for $64.00 which I paid for but never received. My requests for a REFUND or information got no response. Zero. Zip. Zilch…

Wow - I just read some of the other comments on this site and my refund request might be the longest running or I take the prize for - well for something. I am not particularly happy with the product - painful for me as a side sleeper and poor noise blocking for a snoring partner. However I never tried to return them. I think I waited too long thinking I could get used to them.