Cocoon Sofa Beds Avis 652

It is unrealisitc to expect a sofa bed to be perfect as either a bed or a sofa. Compromise is inevitable. I haven't slept or sat on mine while waiting for non-resolution of a colour and model issue, so can't write authoritatively yet about the product - yet - but I took note of comments about needing a matteress topper, because of mattress hardness/ridges'different levels, and bought one. I am somewhat anxious because some reviews speak of poor quality/poor value for money. I'll have to wait to see. The first thing to say is that the Cocoon website images are not true to colour: if you want to be sure about choice of colour, 'hire' the swatch book (£48 refundable deposit). I ended up with a sofa that was green, not blue as shown in the website. I also ended up with a Charlotte model rather than the "Good to Go" Alice I had ordered, due to a "labelling error in the warehouse". I'm sure that had I wanted to press the point with trading standards I could have demanded a full refund but was up against a deadline. As it was, one offered 'resolution' would have had me pay £150 for delivery of the replacement (originally Cocoon wanted me to pay £300 to collect as well. Another was to have swapped for an ex-display model of a more acceptable colour, with caveats about damage/soiling of the ex-display model and the one I had recived which, naturally, I declined to accept). There was an issue with the original delivery which came several hours ahead of the agreed time - but I was in as it happened. I bought Cocoon fitted sheets, but for the Alice - so don't know if the will fit the Charlotte as well. So, the jury's out - three stars for now.

**UPDATE 30 May 2024**

At last I have used the bed part of my sofabed "in anger" and guests have used the sofa. I must say that 3 nights (with a memory foam topper) were very comfortable. I found the purpose made fitted sheet was very difficult to get over the matteress because the space between the armrest and the matteress is minute; I doubt it will stand up to a lot of use, but we'll see. A couple of times both the sofa (also comfortable), and the bed have let out a "boing", as if there is a spring caught somewhere - which is a bit disconcerting. The sales videos of easy opening show quite small children lifting even the 2-seater bed with ease, and in sales literature it is described as "one touch opening": I think this is optimistic as it does require some strength, especially when bending down. If you have an 'iffy' back, for example, you may need help. So far the only other "issue" I've found, and of which purchasers should be aware, is that the space under the folded down backrest, where the back cushions are stored when sleeping, should not be over filled. I made the mistake of trying to put the little armrest cushions in there as well, thinking they would squash down ok. The backrest did fold down fine, but when returning the backrest to the upright position the hinges 'popped out' of their retaining clips and it was helluva difficult to re-engage the hinges in the clips without damage to the fabric on the inside face of the armrest - the fit tolerances are very tight. Overall? So far, So Good.

Had such high hopes after researching these sofa beds.

Nearly 2 weeks and we still haven’t received confirmation on our ‘good to go’ sofa bed. When I reached out to customer services for an update, I was greeted by a passive aggressive email from someone called Ellie.

She didn’t give me any info on the bed delivery and was so unbelievably unhelpful and explained someone would be in contact next week (3 weeks after order had originally been placed). We ordered a ‘good to go’ sofa as we are expecting our second baby in the next couple of weeks and were promised fast delivery.

Regretting buying this sofa bed before it’s even arrived.

What a shame!

Our order was confirmed 29th of January. Updates the week after was good. Then nothing for a long time. If I didn’t ask for an update, they wouldn’t even have apologised and told me that the order was late. No reason given, just said it was running late. Appalling if you ask me, 2 whole months for a couch.

Then customer service got in touch asking for delivery dates before or after Easter, by this time they are already way out of the advertised 28 day delivery period! I told them that I needed the couch on or before 14th of March as we are supposed to go away for a while and there will only be an old couple in the house at the time of the delivery and I’m not comfortable for them to receive it by themselves. I told Ellie that we would be at least 1-2 months away but she didn’t do anything. No apologies, didn’t arrange delivery ASAP even if they were already waaay late. Nothing.

And then the delivery company got in touch with me on the 25th of March to inform me that they will deliver by 14th of April! Absolutely ridiculous! I told them that it was meant for 14th of March not April! Apparently they were told by Cocoon that it should be April! By this time, we have already cancelled the trip pending the delivery of the couch but another month is absolutely unacceptable!
Called Cocoon and was told by the friendly man who sorted it out for me (?Dan I think his name was) that Ellie scheduled it for April because we were going to be away. Which is stupid because we never agreed to that. We told her that we were going away but need the couch delivered ASAP not delay it.
Bad communication.

The couch finally arrived on the 29th of March.
The item itself is “ok”. If we knew that it would take 2 whole months before it arrives, we would have bought elsewhere. Horrible communication. No apologies after the 2 month wait.

Definitely not recommended.

The sofa bed is very comfortable, and fits perfectly in the space. The company communicated responsively about the progress of the manufacture, and about transport, and handover to the delivery company. This service was excellent. They arrived on time, and put the sofa together very efficiently, and were friendly through the time they were here.

Sofa chair is living up to our satisfaction, good colour, delivery guys were great, explained how to operate the bed, delivered on time, would recommend Cocoon.

I did a lot of research on different sofa beds and sofa bed companies before going with Cocoon and did so based on reviews and perceived customer experience. Unfortunately we have had nothing but problems since the order was placed and the overall product is very poor quality, especially when you pay £1800 for a sofa bed. First of all the delivery and customer service has been awful, chasing callback promises, promises being made by managers that never actually happen and I was still chasing 4 months later.

The sofa and bed is very firm, unless you like sleeping on extremely firm mattresses you will require at least a mattress topper. I expect they do this to elongate the life of the sofa itself but at the end of the day they sell themselves on the fact it’s a superior bed quality and that isn’t the case. Arms of the sofa bolt on at the bottom and this means they rattle. The spring mechanism makes a clunking sound when you sit down, which can be pretty off putting and can’t be healthy for the sofa either. Overall very disappointing. Do not buy with this company.

UPDATE: Cocoon’s Response : “your experience was not what we strive for” - in other words they know it was awful and did very little to help for months. “We remedied some of your frustrations” - No, not really - you refunded the delivery charge because I paid extra to have it dismantled and reassembled and your delivery team did neither and effectively damaged the unit in transit. To be honest the delivery charge was the least you could refund as I didn’t get any of what I paid for and the unit still is not right. As I said previously, avoid this company as it does not deliver a quality product despite the high cost price.

We LOVE our corner sofabed. Before buying went to Guilford showroom and it was all automated and we had a sales assistant on a TV screen helping us over a video call. Ordering was easy and straightforward we bought from January sale. However arranging delivery was nothing like our positive experience. You get a text asking can you do X date. If you say yes they won’t let you know what time slot you will get until after 5pm of the day before delivery. With full time working parents with children in school and after school activities we found this really stressful. We declined one delivery date. Then on the second text we had to agree as there was a warning that if we declined delivery three times they are going to charge us for storage! We also paid extra to deliver to loft room. Had we known how the delivery system worked we would not have ordered from Cocoon. It seemed Tuesday is the day the area where we live gets deliveries as both days we were offered were Tuesdays. Delivery people were very professional and pleasant. There is no chance of arranging a date time suitable for you. Consider this before buying. Due to this I have only given 4 star review. If it was just about the sofa I would have given 5 stars.

Excellent customer service from Ellie who really cared about me having a sofa in time for my family visit and went above and beyond to get me a loan sofa in time. My real one has arrived today (Ashley in Pacific). It fits the small living room space perfectly and I love it!

Good service, outstanding delivery and what is most important: comfortable and stylish sofa.

Quick efficient service.

Good service and good bed bit too busy to fuly try it yet

Comfortable sofa
Haven’t slept on it yet.

Service was great but I haven't used the sofa yet. As I explained at the time I didn't actually need the sofa anymore but due to unreasonable restocking charges I felt I didn't really have a choice but to keep it.

Website advertised "guaranteed" delivery by Easter. No sofa to date... was told that I needed to expressly state that I wanted it delivered before Easter at the time of purchase by email - Where this interesting fact was... I have no idea. Not impressed

Really good customer service from start to finish. We don't live near a show room so bought it blind. We needed something small to fit in our small converted garage & to manoeuvre through the small internal door.
It's of good quality & looks like a nice sturdy sofa bed. It's relatively comfortable to sit on & I'm sure over the time the seating area will become a little bit larger as the back cushions get worn in & are a little less puffy. This eats into the seating area quite a bit making it a bit short but we're going to invest in a foot stool which will help
The delivery guys were very quick & helpful, I'm glad we paid extra for them to assemble it.
All in all a good purchase & would but from again.

Cocoon Sofa Bed – George
Order place 8th January 2024; sofabed delivered on 19th March 2024

On the Cocoon website there is a very bold and clear message: 28 Day Nationwide White Glove Delivery, supported by a statement that 98% of sofa beds were delivered within 28 days.
The 28 day advert is false. If you read the small print, it’s 28 days, plus 2 days for transport, plus additional time depending on where in the UK you live. It seems that “nationwide” just means England. But not the West of England. So, I’m not sure which nation is included in the “nationwide” claim. There seems a general caveat that any address deemed remote will mean a longer delivery period. I have an Edinburgh postcode; I don’t think anyone can claim Edinburgh to be remote. My sofa was delivered 51 working days (that’s 2 months and 11 days) after I placed the order.
The response from customer services about this delay was unacceptable. Clearly, there is a standard response to blame the delivery company. I got this same response twice, over a week apart, stating that the sofa was with the delivery company and I ought to wait 7 days for them to get in touch. When I highlighted that this was the same information twice, the message from Customer Services changed – the sofa was on its way to the delivery company. Did anyone actually know where my sofa was? By providing 3 different timescales about delivery through contradictory information, it’s easy to stretch the self-imposed deadlines.
I posted something on my Instagram about the unacceptable delays and I immediately received an email from Customer Services about my post. I felt intimidated by this email and I therefore deleted my Instagram story. Cocoon then blocked me from their Instagram page so I can no longer tag Cocoon or see or comment on any of the Instagram posts. It is alarming that a company that boasts its reviews on social media would block me from commenting that my experience was unsatisfactory. At this point, I still did not have my sofa.
I finally got some straight answers from Customer Services when I made it clear that I was aware of my rights as a consumer based on the Consumer Rights Act. This was my 7th email to the Cocoon about my sofa. From this point, I “only” had to wait another 8 days.
My sofa eventually arrived but unfortunately this wasn’t the end of my dismay. Despite paying £70 for assembly and telling the delivery team the orientation I wanted the sofa to be in, they put it together the wrong way round. I was left with a sofa to dismantle and reassemble myself, which I did, but it took my about 90 minutes. They also left all the rubbish behind.
The sofa itself is not that comfy. And to turn it into a bed, I have to move it away from the wall, fold it into the bed and then move it back again. It is a nice colour though.
I should acknowledge that Customer Services did send me a free bed sheet – this arrived 3 weeks before the sofa bed did. It’s not really a true reflection of the amount of time I’ve spent worrying if I’ve wasted a huge sum of money; or the time I’ve spent sending emails asking for information; or indeed the time and effort of rebuilding my sofa. I have requested a refund of the delivery and assembly fee; I’m still waiting to get a reply. I have also emailed a similar account to this to Customer Services; I am also still awaiting a reply. It’s been 6 days.
All in all, I am bitterly disappointed and regret choosing Cocoon. I will never return to Cocoon and I strongly advise against purchasing a Cocoon sofa bed.

I decided to order an ex-display 3 seater Victoria sofa as there was a significant discount and it was the colour I wanted anyway.

The team sent me photos and also called me once I placed the order to draw my attention to a crack in the baseboard of one of the arms, just to check I was okay with it before proceeding with the purchase (I was - the crack isn't even visible, and they covered it with a sheet of MDF for free anyway).

Delivery time was reasonable and they managed to get it through the entrance vestibule into my tiny Victoria terrace with no problems.

As a sofa, the seating area is perhaps a little less deep than regular sofas once the back cushions are on - but this isn't a big deal for us. It's firm but comfy.

I sleep on it daily due to lack of space in our home and I find it perfectly comfy. It is quite firm, which I don't mind, but if you prefer a very soft mattress you might need a topper. The storage arms are genius. I fit 4 x chunky pillows, a custom Cocoon sheet, a double duvet, and a mattress protector in mine with room to spare. The mechanism to fold it out into a bed and back into a sofa is very easy and quick.

Would definitely order again.

Sofa is great
Ordering easy
Delivery time from order 10 weeks
Communication is email only.. quick response but no option to call and speak
When we were contacted re delivery date there was no flexibility on date, other than a warning it make take approx 8 weeks to reschedule
Delivery is kerbside only unless an additional £85 charge option

The product is good and the upholstery is of high quality. It is easy to use.
However there was a mistake concerning the delivery address which led to a lot of phone calls and discussions. This was eventually resolved satisfactorily and the delivery itself went smoothly.