We ordered a new sofa bed with Cocoon, following a recommendation from Which? We are really pleased with the new sofa bed. The quality is excellent and the fabric we chose really works well. The tea... Se mer
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I found the Cocoon customer service to be second to none. When Empire delivered my sofa they were unable to assemble it, and as I could not store it I asked them to take it away. Next day someone fr... Se mer
Ordered sofa end of Jan to be told 28 days to be delivered. It's now mid March and still no sofa or update. Left several messages and spoken to customer service team but no one seems able to tell me w... Se mer
I love my giant sofa, even though it's a deeper mustard than the yellow I hoped for. Its very comfortable to sit on - haven't tried it as a bed yet. I was surprised at the depth of it (about 6ins more... Se mer
Företagsinformation
Skrivet av företaget
Cocoon sofa bed offers a deeper pocket sprung mattress for a deeper sleep. We are a sleep focused company and our designs were built for the commercial marketplace, nightly use and made to last. Our exclusive easy 'one touch' opening mechanism means anyone can set up their bed with ease, so easy even a child can do it! Our corner sofa beds have been especially designed to take even more weight, if this is important for you, sleeping on a Cocoon means everyone can rest easy. Designed deliberately for easy delivery in mind, with sections that are simple to clip together, with the long term benefit of customers being able to replace a single part if needed, rather than needing to buy a whole new sofa bed. New eco Interior designer XL touch books with large swatches makes choosing your fabric even simpler. More than 98% of our customer reviews, show they have received their hand made sofa bed within our 28 day promise, and we believe we are the fastest in the UK for made to order sofa beds! Try before you buy, visit a Cocoon showroom, if you live too far or you're just too busy, make the most of our 14 Night Sleep Trial - where you can return your Cocoon for any reason. UK customer team available 7 days a week.
Kontaktuppgifter
3rd Floor, 120 Baker Street, W1U 6TU, London, Storbritannien
- 08002461740
- hello@cocoonsleeping.com
- cocoonsleeping.com
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Very poor customer service
The sofa bed seemed good at first but then broke within 6 months. First visit, they replaced the end section but it didn’t line up correctly. I was promised that the next visit would be a Cocoon employee, rather than Empire Delivery, and he would have a new end section plus frame. This didn’t happen and Empire turned up with new section but no frame - lo and behold, it didn’t fit properly! They then said I would get a new sofa, so weeks later on 3rd visit, the new sofa arrived but the back section was damaged! 4th visit, a new back was delivered - but it was the wrong size! 5th visit today and all is now good. However, that is now 5 days I have had to write-off to await the delivery and cancel other appointments.
So, in summary, the service is appalling and Cocoon do not seem to care about wasting my time.
7 juni 2024
Omdöme utan inbjudan
Svar från Cocoon Sofa Beds
Thank you for your detailed feedback Stuart. We deeply regret the inconvenience you've experienced.
Initially, our in-house service agent was scheduled for your visit, but unforeseen medical leave caused a last-minute change. This led to the multiple visits you encountered, while we worked hard to resolve your situation.
We understand the frustration of having to adjust your schedule repeatedly, and we apologise for the time and inconvenience this has caused you. Your experience is not reflective of our standards, and we are taking steps to ensure such issues do not recur.
Please know we are committed to resolving this to your satisfaction and appreciate your patience.
All going as planned
From my first telephone contact with Cocoon they were very professional, answering my many questions quickly and helpfully. The swatch book idea worked well, it was delivered quickly, the return arrangements were quick and easy as was the confirmation of a refund for 'borrowing' the swatch. I know the estimated delivery date. Delivery was considerably later than I was told by Cocoon in the beginning, but the delivery guys Tommy and Umar being so good made up for the delay.
16 maj 2024
Svar från Cocoon Sofa Beds
Thank you Graham! So happy you love our swatch book!
Swatch book - perfect companion to help you decide
With a wealth of choice in colours and fabrics, ordering Cocoon's sample book was a perfect way to help me make the right decision. It provided good size swatches in every combination, to help select the perfect combination. I loved the idea that I could loan the book and return it for a full return. A nice touch, demonstrating Cocoon's commitment to sustainability.
16 maj 2024
Svar från Cocoon Sofa Beds
Thank you Lisa! You worded the benefits of our swatch book so beautifully, we have used your quote on our social media! Thank you! ⭐⭐⭐⭐⭐
Good, but quality below expectations
Was promised delivery on a specific date, agreed when ordering, but once paid I was told they could only deliver a week after the agreed date.
Also once delivered I got to appreciate better the quality of the Sofa, it's good but for the price I paid was expecting a better build quality... the Quality is on level with Ikea products.
13 maj 2024
Svar från Cocoon Sofa Beds
Thank you for your feedback David.
Regarding deliveries - we use specialist delivery partners who will route in our customer deliveries based on postcodes, we can not agree a specific delivery date prior to nor at the time of the order being placed. The only way to have a dedicated delivery date is if an arrangement has been made directly with our logistics team in advance, and most likely being a dedicated van/ single postcode delivery arranged.
What we can do:
We are very happy to know a customers critical date, and will be able to advise if this is achievable prior to ordering, or agree a date when a customer would like delivery after (such as a house move 3 months in the future), which we can certainly accommodate.
Your comment on the quality is disappointing, and we will not comment on other retailers products, but can assure you that with a Cocoon you are owning a sofa bed that has been hand made for you to your exact specifications. All Cocoons have a proper bed mattress, with pocket springs, build in the design.
We may not be everyone's 'cup of tea' ☕ which is why every customer can take advantage of our 14 Night Sleep Trial - allowing them to return their Cocoon to us if they find it is not exactly what they wanted.
Being kept updated about the production…
Being kept updated about the production and delivery of the bed ( even when there was some confusion over whether our bed was going to have to be rebuilt because of a fabric quality issue!)
9 maj 2024
Omdöme utan inbjudan
Svar från Cocoon Sofa Beds
Thanks for the great review! Sleep well, and enjoy your Cocoon.
All good
All good, if maybe delivered a few days later than planned. Communication top notch. Ellie very friendly. Haven’t tried as bed but seems solid and have opened and closed it a few times, and easy to use.
29 maj 2024
Omdöme utan inbjudan
Svar från Cocoon Sofa Beds
Thank you for the review Jonny. We will be sure to give Ellie your feedback. Have a fab day!
Amazing customer service and delivery
Amazing customer service and delivery. The bed does not disappoint. Perfect for our boutique holiday homes for our guests. Quality exceptional.
9 maj 2024
Omdöme utan inbjudan
Svar från Cocoon Sofa Beds
Thank you Susie for the review, we love the photos of your Cocoon in your beautiful holiday home!
They don't have Klarna / Paypal
They don't have Klarna, Paypal, or 0% installment options, so you will have to pay in full at once. Very disappointed. Can't buy it
29 maj 2024
Omdöme utan inbjudan
Svar från Cocoon Sofa Beds
Hi Vaidotas, We appreciate your feedback, though we feel it is important to address a point of concern. Your one-star review appears to be based on our lack of financing options, which seems a bit unfair. It's akin to rating a cake shop poorly because they do not sell computers.
We strive to provide exceptional products and services, and we hope you'll reconsider your review based on the quality and experience we offer.
DO NOT ORDER FROM HERE
The process of ordering from here has been the worst I've ever experienced. The 'customer support', or lack there of, resembles trolling. It has been over 2 months since I ordered my sofa bed and I've received no definitive answer as to whether I'm still getting it. This is after they refused my cancellation request a few days after I ordered, after they over charged me for delivery (£500) and still haven't refunded the extra... and after they messaged a month into the order to ask if I had a special date I needed my sofa for? That due to their manufacturing issues they needed to prioritise their backlog of orders by who needed it more urgently? I guess I didn't make the cut then? Just mental. I'm absolutely gutted I spent over 2k at this company and it has totally spoiled this room I was so looking forward to getting set up. I want my money back.
9 april 2024
Omdöme utan inbjudan
Svar från Cocoon Sofa Beds
Hi Jamie, Thank you for sharing your feedback with us.
We have a flat rate of £500 set on our website for deliveries that are not mainland Uk. We have a message at the check out to ask you to firstly contact Cocoon for a quote to your postcode, but you checked out paying the full £500, so the difference between the quote and what you paid would then be paid back to you.
(Please note that we immediately offered a revised quote to your postcode, and a refund for the overcharge was confirmed as soon as this was identified.)
When our factories are at capacity we may occasionally ask our customers when they need their Cocoon delivered, as many have a specific date, and others do not want delivery quickly. It is our aim to ensure that those who need a fast delivery have it, and we thank those who let us know they are happy to wait.
In regards to your order we brought this to your attention as soon as possible, and had advised of a 1-3 week delay.
We are very clear that deliveries to Ireland (in your case Belfast) further extend our delivery timeline as we rely on third-party delivery companies to deliver from our central hub. Despite this, we strive to ensure timely and efficient service, and keep our customers updated at each stage.
Good sofa but not exactly as advertised
The sofa is great, not very soft but I guess this is the case with most sofa beds. However, this is not an interchangeable chaise exactly. You need to screw and unscrew a base, and if you do that then you leave holes exposed on the sofa which was not clear on the site! Same as we just ordered randomly our orientation thinking we can decide how it goes when it arrives..
1 maj 2024
Svar från Cocoon Sofa Beds
Hi Eleni, thank you for your review. The reason why we ask our customers to specify a left hand or right hand chaise when placing their order, is for delivery purposes and set up. There will be a bracket on the side panels that join the two parts of the Cocoon together, set up on the side you have selected, already done at the factory. This will allow our delivery team to assemble your sofa bed easily and quickly on arrival. If you wish to change the side of the chaise at a later date you are able to do so, but it does involve undoing and fixing a few simple screws to join on the other side. There will be no exposed holes or mechanism parts, as the bed and the chaise join where the mechanism is, and on the other side of the chaise, you have the sofa bed arms, which are on a simple bracket. If you need any support please reach out, we are more than happy to help - https://cocoonsleeping.com/pages/contact-us
The settee/bed turned up in good time
The settee/bed turned up in good time, it is comfortable to sit and spread your things on.
It seems a bit firm for great comfort to sleep on, but a mattress topper should sort that out.
It opens up and closes fairly easily, if I had longer before the review is to be completed I might give it 5 stars.
The delivery people were good and courteous, and on time.
It is fairly heavy, but this seems a good thing , it is steady in its position.
I like the colour, 'fox'.
26 april 2024
Svar från Cocoon Sofa Beds
Hi Nicholas - thank you for your review. The firmness is due to the proper pocket sprung bed mattress, which is your seat when it is a sofa. We believe that a deeper mattress gives a deeper sleep, and this is our priority when designing our Cocoons. Really glad you like your colour 'Foxy' - one of our favourite colours too!
Very well made and fairly comfortable
Very well made and fairly comfortable, but the sofas are not as easy to pull down to a bed as their advert shows that's why I only gave 4 stars
22 april 2024
Svar från Cocoon Sofa Beds
Thank you for your review! If you need any help with the opening and closing of the bed, please email us hello@cocoonsleeping.com - we're always happy to help!
Good communication
Good communication, sofabed arrived when agreed.Delivery drivers were very helpful and even took the packaging away for me.
The sofa was a lot harder than I expected, the bed is a great size and works well. I have added a mattress topper to soften it.
18 april 2024
Svar från Cocoon Sofa Beds
Thanks for your review Debbie. Just remember you are not sat on a squishy sofa, but it is the pocket sprung mattress you actually sit on, when it is as a sofa. Due to the clever design - making a fully pocket sprung mattress fit in to a sofa form when not in use.
The sofa bed is very comfortable
The sofa bed is very comfortable, both to sit on and sleep on. It looks nice too. Very happy with service and delivery.
18 april 2024
Svar från Cocoon Sofa Beds
Thank you for the 5 stars Mrs C!
Great sofa, great bed, great service!
I’m very pleased and happy to recommend Cocoon. This is the comfiest bed - unusual to find in a sofabed. Also, my favourite place to sit!
18 april 2024
Svar från Cocoon Sofa Beds
It is not easy to find a comfy bed in a sofa bed - but we have cracked it at Cocoon, and are glad you agree!
Love my sofa bed from Cocoon so much
Love my sofa bed from Cocoon so much. It’s a total experience from looking for my suitable unit, receiving the delivery to seeing my actual sofa sitting nicely at home. The sofa bed itself is with very good quality and design. We can now sit comfortably for family time in the evening. Highly recommend Cocoon.
31 mars 2024
Omdöme utan inbjudan
Svar från Cocoon Sofa Beds
We made Cocoons for this exact reason - family time. Friends and family will now love coming to stay, as they will enjoy a great sleep. Thank you for the recommendation.
Great product
Great product, well made. Very comfortable for sleeping on .
5 maj 2024
Omdöme utan inbjudan
Svar från Cocoon Sofa Beds
Thank you Irene for the 5 star review - It's made our day!
Great sofa bed
Great sofa, comfy bed. Love all the storage spaces. Happy to recommend. Delivery men very good too.
2 maj 2024
Omdöme utan inbjudan
Svar från Cocoon Sofa Beds
Thanks Laura - will pass your comments to our delivery team too. Glad you are enjoying the storage - jolly useful!
Good quality sofa
Good quality sofa, delivery team were great and on time. All very smooth.
12 april 2024
Svar från Cocoon Sofa Beds
Wow! 🌟🛋️ Thank you a bunch for your glowing 5-star review! We're thrilled to hear that you're loving your Cocoon and that our delivery team rocked it with their on-time, smooth service. 😊 Here's to many comfy moments ahead on your awesome new sofa! 🎉🛋️🌟
Excellent service, high quality products
The team at Cocoon went out of their way to ensure I received the right product. Communication was excellent and the product is great.
25 april 2024
Omdöme utan inbjudan
Svar från Cocoon Sofa Beds
High fives all around! 🙌 Your 5-star review made our day!
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