Cocoon Sofa Beds Reviews 

I ordered the second sofa (as I was happy with the first one) in the beginning of May with a guaranteed delivery time 28 days later. Now it is Aug 10 and we were told the sofa is in the UK distribution center and waiting to be rooted on the delivery system. I knew sth was wrong because the tracking system originally displayed a delivery date in early June, but then it changed to late June, then late July. The tracking system still shows late July. I have been chasing the company by emails to understand what is going on. Even though they respond within 2-4 days and sounds like they want to help, then nothing happens in action. Either there is no good communication with their delivery partners (as delivery does not happen) or they are not honest to their clients. This week, my husband called on Monday, and start asking about the process of a full refund. Then it was implied by their side that we need to confirm we do not accept the delivery of the product in the return form. lol - what delivery? They mention they are trialing a new system, called JIGSAW. We are worried that we will not receive the product. All this causes us distress. I recommend their products but the level of uncertainty we experience is unprofessional, and unexpected given other reviews. Since there seems to be a general delivery issue, why don't you inform your clients with a general message in your website, explaining the situation? I am happy to update this review, if we ever meet our sofa in person.

UPDATE: Sofa has been received late September. Assembly and delivery people (from Empire) were kind and time efficient. Product also very good, we are happy with it. I would have given 5 stars if summer delivery issue (described above) hadn't occured.

Was quite nervous about ordering a sofa bed online without testing it out in the showroom but decided to trust the reviews, and I am so glad I did!

The sofa bed is beautifully made, solid construction and very comfortable (I prefer a firmer sofa which this is).

The sofa has gone into a true box room upstairs so needed to be a snug fit and get upstairs without issue. The delivery team were great, good communication, got it upstairs, built it and took all the rubbish away - it was a really smooth professional process!

Both the bed and sofa are wonderfully comfortable and I can see it lasting for many many years! A big thank you to cocoon.

All I can say is if you are hesitating like I was, I have had a wonderful experience start to finish.

Extremely disappointed. They lack commitment to delivering the product on time. Our sofa bed is ready and waiting in the warehouse but has not been delivered for weeks. Their pricing policy is also shoddy. They significantly dropped the price just after I placed my order but didn't care to inform me when I was checking the price with their agent. I wouldn't buy from them again.

Not sure why I am having a different experience from other reviewers, but I placed my order over 2 months ago and was receiving nice auto updates that stopped a few weeks ago. Now I have no idea where the sofa is as the delivery date has passed and the company is not responding to my emails. Getting worried now that I won't receive it.

From order to delivery the service was brilliant. Customer Services kept in touch with updates throughout and even when there was a delay due to quality issues we were offered a loaner until it arrived. Delivery was great to, the drivers got in touch on the day, put the sofa bet in place, unpacked and took the rubbish away and even did a demonstration of the sofa beds works. On top of all this we can't belive how comfortable the sofa bed is. Very happy customer who would HIGHLY recommend Cocoon.

Great sofa-bed. Very comfortable sofa and we have confirmation of the comfort of the bed from our recent guest. The communication and accuracy throughout the manufacturing, shipping and installation process has been excellent.

I took delivery of an Alice Sofa Chair yesterday. The delivery took longer to arrive from Germany, than stated in the original order. On arrival - the item was well packaged and survived the transit with no issues. Note that the item will arrive in 1 unit, which didn't fit through the door. Jigsaw delivery took away for further review of the problem. I went online and noted disassembly instructions and called Jigsaw to return. They did, and when we removed all shipment wrapping were able to take the item through the doorway. Jigsaw delivery team were very helpful - Dave and Huw.

Great sofa bed, very compact and comfortable to sleep on! I prefer a deeper sofa as I like to sit with my knees up, so I do find the cushions a bit too thick. But aside from that it's perfect!

Took longer than expect to arrive but it's great quality and we got a delivery window well in advance so we could give away our old sofa without rushing.

Tommy and Umar from Jigsaw did such a great job delivering it, we live on a walk up with lots of narrow corridors but they brought it right up to my living room!

I haven’t had it delivered yet. But I ordered the sofa on the 9th of May. And I’ve been told I was going to receive it mid/late June. I have friends staying next week (22nd July) and it’s still not here. I’m now having to source an airbed for them. I’ve been in contact with someone but took some time to receive a reply and they blamed it on the new tracking system. I was supposed to receive a call “end of this week” to discuss what date it was arriving and have yet to be called. So have to wait until next week again to hear anything. Appalling service - I just hope the sofa is worth it

Absolutely fantastic aftercare service. I had an issue with the arm of our sofa bed and it was dealt with swiftly and professionally, and we were kept informed throughout the process. Would highly recommend Cocoon to anyone wanting to purchase a sofa bed.

I'm a repeat customer, bought the first sofa 2 years ago, at that time the communication was great and they delivered more or less within the stated 28 days. This time round the price has increased and the communication has dropped off a cliff! Ordered the sofa mid may, last update was to confirm my sofa has been built at the start of july with delivery due 3rd week of July, just checked the tracking info and date has been delayed to the end of July with no updates or explanation. My friend ordered one at the same time and is having the same issue! Cocoon have only been going for 5 years and have allowed their customer service to completely drop, if they want to be around for another 5 years they really need to focus on improving their service and communication. Personally I won't be returning and I advise you to consider alternative companies that are more established.

Unfortunately, this was the worst experience I've had with a furniture company so far. Delivery was nearly 3 weeks late despite assurance from the customer team that there was plenty of time and would be delivered well before the date provided to them. The company was aware from the start that the sofa bed was being delivered to Scotland and yet failed to inform me that the delivery could be delayed due to the location. From the start I was advised that I would be contacted within 3 days from the factory collection date, in fact the tracking link is still showing that I would be contacted within 3 days which never happened. Eventually I was told that it could take around 10 days to be contacted to arrange the delivery since the sofa bed was being delivered to Scotland. However, I was contacted 21 days later! Conflicting and incorrect information was given during the whole process. Once I was advised that the delay is caused by issues with their system and trucks, another time I was advised it's because of the location. On top of that, I found out that I have been overcharged. I contacted the customer service with a complaint on 20.6.2024 and chased a response twice now. Still no response received. I am very disappointed in such poor service and would recommend everyone to look for a different company, especially if you live in Scotland. One star goes to delivery team because that was the only thing that went fairly smoothly. I will not be using Cocoon Sofa Beds ever again and I have very little faith that they would provide any after care service at all since they are unable to even respond to complaints. UPDATE: MORE THAN 2 WEEKS AFTER THE PUBLIC RESPONSE TO MY REVIEW AND I STILL HAVEN'T HEARD ANYTHING REGARDING MY REFUND. TRULY DISGUSTING SERVICE.

Great quality, good looking sofa. It is extremely comfortable to sit and to sleep.

Love it.

Such a superb company to deal with… Cocoon were excellent at keeping me updated. I chose a single chair. The quality and ease of use to make into a very comfortable bed is great, and it looks chic too!

We went down to Guildford to view before purchasing. Was strange as was in a storage facility with the staff member on the TV screen. They were very helpful and gave us all the information we needed. Lovely to be able to try out sofa first. When arrived extremely impressed with delivery and the totally quality of the sofa. All first class

Very helpful staff
Constantly get updates of progress and delivery

I'm giving 3 stars for the after-care customer service, who are unresponsive to the cosmetic issues of the sofa and I'm already waiting over 2 months for a partial refund.

The sofa bed itself arrived by the time I requested, which I'm grateful for, and my guest said she had a good sleep. The material and colour are nice and it's comfortable to sit on. The quality of the legs isn't very high, they've been partially painted and don't look too sturdy, but only time will tell.
Overall I like the product, apart from arriving with few spots and scratches on the fabric, and I would have rated it better if it wasn't for their customer service. Not sure if it deserves such a high price.

Sofa Bed is great - really comfortable. But delivery was awful (although the delivery team when they came were great).
My sofa was delayed for several weeks as there was a quality issue, but after being told of delay there was no further communication from customer services. If they can get customer service and delivery improved I'd give Five Stars without hesitation.

We ordered a charlotte 3 seater sofa bed in June 2021! We were kept updated on our sofa's progress and had no issues with the initial delivery/set up. 3 years later, after using the sofa bed on average once monthly/sometimes twice or three times a month, we encountered our first problem. We sent a request on the website, that our sofa bed wouldn't fully close. Within a day, we received a video call from a friendly and professional team who were able to virtually fix our problem on the same day. They also gave us tips for fixing the issue if it happened again in the future. They are an excellent company, with brilliant customer service (even 3 years later!). The sofa bed is easy to use and everyone who sleeps on it says it is the comfiest sofa bed they've ever slept on!

Cocoon contrived to make this purchase quite a personal experience, keeping in touch throughout and responding promptly to any queries. Delivery was excellent - on time, and advice given on erecting our bed. Haven't needed to try it yet, but sofa is compact and looks great.