COCOON Reviews 

I joined Cocoon last year to get a bag for my friends wedding and have been a member ever since. I now use mostly for everyday/work, my fave is the Gucci denim tote. Changing bags monthly has been great to try different styles/designers :)

Waiting on Jil Sander bags to be added to the site pleeeease (bamboo handle ones or big moon totes!)

Deserve 0 stars!!! Just googled reviews to see if anyone else had had their account debited fraudulently and lo and behold I'm not alone!! Cancelled my subscription in 2021 and fortunately noticed that a recurring monthly payment had been set up at 05.40am on the 29th December 2024 too!! This is fraud! Bank have been notified and I'll will file a police report in the morning!!

I will report as fraud to police! They charged my card on 29/12/2024 without any apparent reason. When inquiring with them, they said I had some sort of membership with them - I hard ordered with them once in October 2022 (which was an unpleasant experience in itself) and all charges back then were one-off charges. They now allege that their "membership" terms have changed and they did send emails about the upcoming payment. I have not received such emails. They refuse to refund this "membership charge".

My membership was restarted 2 years after I cancelled it. I was not notified and did not consent, I only noticed when the money was taken from my bank account. At first they alleged they notified all members of this then admitted I’d opted out of communications so hadn’t actually been notified. This is awful business practice and probably a last ditch attempt money grab, for a company going under. They’re likely hoping people don’t realise so they can gather some funds.
I’d recommend people remove their saved payments as it seems cancelling your membership 2 years in the past isn’t good enough, they think they can help themselves to your money.
In view of this I’d never use them again nor recommend them!

Amazing customer service - always quick to respond and so helpful (with my many questions and requests 😁)
A brilliant company and one I will continue to use and recommend!

I was excited to try Cocoon since I love luxury bags and collecting them. Unfortunately, my experience was negative. I chose the Prada Shearling 2000s re-edition, but despite paying for postage on top of the subscription fee, the bag arrived in unacceptable condition.

It was supposed to be white, but it looked orange due to dirt and was covered in makeup stains. Additionally, it had a strong odor, reminiscent of sweat or must. I found it unsuitable for use as it was far too dirty.

I expected a luxurious experience, but I was let down. I have emailed their support and am currently awaiting a response.

*update*

I’m happy to share that Cocoon’s customer support was helpful in resolving my issue. They quickly assisted me with returning the Prada bag and sincerely apologised for the condition it arrived in. As a replacement, I received a Miu Miu bag in good condition. They also offered me free shipping on my next swap as a gesture of goodwill, which I really appreciate. Thank you, Cocoon, for turning this experience around!

Second update.

I ended up cancelling my membership as they kept sending bags in not so great condition, they would always smell of perfume or must. It was unpleasant. A Dior bag they sent me had a stain on the front and the print was fading quite badly. Another Chanel bag had dye stains on the back and stunk of perfume. I couldn’t wear the bags out due to the condition they were in so I cancelled my membership. I would rather just buy a bag.

Always the best customer services and new bag drops. I’ve been using Cocoon for years and changing my memberships often and Any from customer services has always responded back within minutes and always assisted me. Bags are always in an amazing condition 🙌🏼

I’ve been renting luxury bags from Cocoon Club for some time, and I couldn’t be happier with their service. They are always attentive to their clients’ needs, offering a level of care that truly stands out. The range of bags is impressive, and the prices are competitive compared to others in the market. Whether you’re looking for something trendy or timeless, Cocoon Club has an excellent selection that always keeps me coming back. Highly recommend!

Fantastic collection. Great customer service.

I adore the girls at Cocoon and their bag service! It’s an absolute winner for me, as it’s super easy to rent bags, return them and get new ones! They are constantly adding new bags to the collection! Cannot recommend this enough!

The Cocoon Team are so on point and the bag selection is like being a kid in a candy store

Extremely Disappointed with Hidden Cancellation Fees and 30-Day Notice Requirement

I was initially excited about subscribing, but my experience has been nothing short of frustrating. Due to unforeseen personal circumstances, I had to cancel my subscription just 2 weeks after joining and the communication from staff has been appalling.

I was shocked to discover that there is a cancellation fee and a mandatory 30-day notice period. This crucial information was not clearly communicated during the sign-up process and feels deliberately hidden.

I know their answer will be 'this information is clearly written in our T's and C's' however a reputable company should be transparent and upfront about all terms and conditions, especially regarding cancellations and additional charges, at the point of purchase. Unfortunately, I feel misled and taken advantage of by these unexpected fees and the inconvenient notice period.

Moreover, when I expressed my personal circumstances to the customer service team, I was hoping for some understanding or flexibility. At the very least, they should exercise their discretion and consider individual situations, especially when a customer is going through a difficult time. I have been charged over £120 to rent 1 bag for just 2 weeks, which I think any reasonable person would deem unfair.

I urge this company to reconsider its policies and provide clearer information to customers. Hidden fees and undisclosed requirements are not only unethical but also severely damage customer trust and loyalty.

Based on this experience, I cannot recommend this service to others and will be sharing my experience widely to prevent others from facing the same issues. I hope the company takes immediate steps to address these concerns and improve its customer service practices.

Literally nothing else like it. I love Cocoon's dedication to its members and the bags that are available to me. Amy and Isobel answered all of my queries with grace and got me my dream bag(s) for every occasion!

I LOVE what you guys are doing. Stunning bags. Super speedy turnaround when swapping bags. Faultless. 💚💚💚

Fantastic customer service and great selection of bags.I rarely leave reviews but had to this time! Amy from Cocoon's customer support team is an absolute gem! Her dedication to ensuring a seamless and delightful experience deserves heaps of praise. I was initially drawn in by the fantastic bag selection, but it was Amy's exceptional service that truly stole the show.

Her assistance was beyond compare—accommodating, kind, and incredibly helpful. It's rare to encounter such a perfect blend of professionalism and genuine care these days. She made me feel like royalty with her attentiveness and support. Thanks to Amy, browsing through their wonderful collection felt like a luxurious experience.

Moreover, Cocoon's enticing offers and Amy's stellar service convinced me to finally take the plunge into bag rental—a decision I now regret not making sooner! Why spend a fortune on multiple handbags when Cocoon offers such a fantastic array at a fraction of the cost?

Thank you, Amy, for making my rental experience smooth when I least expected it. Your warmth and expertise truly set Cocoon apart. Keep shining and making customers feel as special as you've made me feel! Thank you for all your help today!

Love Cocoon!! It’s the best way to have a new bag every month. An amazing experience!!

Fabulous service, always quick and easy to deal with if there are any issues too

I love Cocoon for giving me endless choice of fabulous designer bags! I got so many compliments when I had the Prada Hobo with crystals for my birthday. I took the cream Gucci Marmont to Paris for me wedding anniversary, the leather is butter soft. A designer bag from cocoon elevates every outfit!

Excellent service and very responsive customer support. Cancel membership can be automated and quicker and return label to be accessed online but overall service is great, bags are fabulous and idea is top!

Great service, love getting a new bag each month! And the process is so easy!!