Kokoon - what is the real story here?

Kokoon are currently well on their way to raising more money on Seedrs, they have already used Crowdcube and more importantly Kickstarter. The constant stream of complaints on the KS pitch suggests that things are not quite as the CEO has told investors on Seedrs. 

We all know that complaints on a platform like KS can be exaggerated - people with an axe to grind, people who just like complaining etc etc. However, there will be over 4,700 comments on their still unfulfilled KS campaign page as of this weekend. 99% are not complimentary. 

Customers have been misled is the common theme. Stock that has arrived is on the whole disappointing, refunds are slow or not processed, delivery dates are a joke only surpassed by their communications, mechandise breaks and arrives broken. And the final straw is that the sold software to give users sleep feedback and imporatantly give them help in sleeping, is simply not available yet. 

We have held off writing more on this as they appeared to making some positive progress. But really enough is enough when the CEO states on Seedrs that most of the KS customers have been satisfied and the failure rate is under 3%. You wonder if he has read the comments. They are getting rapidly worse. 

Here are a few examples - from just the past few days

I am again requesting a full refund of my money. I haven’t heard from you. Please respond.

• Yes it is all very disappointing and discouraging to hear about the issues people are having with this Best of all possible worlds, sleep aid headphone.

  It appears to be anything but. Broken parts, Poor sound, non functioning features, and the rest make one feel the wait was not worth it.

  Now 3 years since the original shipping estimate and I, like many of you, are still waiting for delivery.

  I had many chances to get a refund, but decided to wait it out.

  Now, I am not so sure.

Never received any communication about shipping. I confirmed my address in January 2018. I would like a refund as well.

Was so excited to see the headphones had arrived. Lifted them out of the impressive carry case inside the box and ... snap ... plastic bit around the metal post snapped off. Jesus H Christ. Didn't even get to put them on and they are broken. What now?

..................................................

In my experience I have never seen such a shambles pretending to be a business.  

Now we read that Kokoon have stopped issuing refunds - the excuse being that the factory has committed to making the remaining KS stock - which we should point out has not been delivered and there is no date given for its delivery. This is shoddy customer management. It is shoddy everything. In fact is it legal? i was under the impression that a UK product manufacturer selling on line had to offer a 14 day no quibble money back guarantee after they have delivered the goods. Well Kokoon have not even delivered and they are refusing to give backers refunds - 3-4 years after taking their money.