The ideal luxury fix - a seamless and efficient way to upgrade your bag wardrobe and try new styles.
A empresa respondeu
Embora não verifiquemos reivindicações específicas uma vez que os autores têm direito a ter a sua opinião, podemos classificar as opiniões como "Verificadas" quando conseguimos confirmar a ocorrência de uma interação com a empresa. Saber mais
Para proteger a integridade da plataforma, todas as opiniões na nossa plataforma (verificadas ou não) são analisadas pelo nosso software automatizado 24 horas por dia, 7 dias por semana. Esta tecnologia foi concebida para identificar e remover conteúdos que violam as nossas diretrizes, incluindo opiniões que não se baseiam numa experiência real. É possível que não consigamos dar conta de tudo, pelo que poderá sinalizar alguma coisa que ache que nos possa ter escapado. Saber mais
Leia as opiniões dos outros
The products and functionality are excellent but most of all the team that helps in the background is very effective, kind and personal. I've greatly enjoyed interacting with Iris and with Amy. Thank... Ver mais
A empresa respondeu
I am really happy I found the cocoon club, their membership and the bags available are fab, they have classic and unique pieces. With my deluxe membership I get access to pieces I’ve wanted for ages... Ver mais
A empresa respondeu
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 stand... Ver mais
A empresa respondeu
Informações sobre a empresa
Escrito pela empresa
COCOON is a membership subscription service for bag lovers. Members can add a new bag to their wardrobe each month (or on demand with Flexi Membership), and swap for something new when they’re ready for a style update. Get access to the best luxury brands including Gucci, Saint Laurent, Louis Vuitton and more
Informações de contacto
London, Reino Unido
- +442038683366
- membership@cocoonclub.co.uk
- cocoon.club
4,6
Excelente
122 opiniões
Pede aos clientes que escrevam opiniões
Esta empresa convida os seus clientes a escrever opiniões, sejam estas positivas ou negativas
Como esta empresa usa o Trustpilot
Veja como as respetivas opiniões e classificações são obtidas, classificadas e moderadas.
I have never left a bad review anywhere…
I have never left a bad review anywhere before.
But I do not agree with their actions.
I paused my membership as I wasn’t able to cancel and then the pause expired. But I forgot to continue the pause or cancel.
Even though I contacted them and gave a reasonable amount of time. I advised that I could not afford the subscription, I have more important priorities this month.
But they still tried to take the fee. Then when they couldn’t, they send messages, emails and tried to call.
They have now threatened legal action for o d subscription fee, when I have tried to explain an be reasonable.
I don’t know why a company would want to be this way. Does not make me want to use them again now and are making my life difficult.
5 de outubro de 2023
Opinião espontânea
Resposta da COCOON
Hi Hannah,
I wanted to express our sincere apologies for the less than satisfactory experience you had with us. Your feedback is invaluable, and we take it very seriously as we continuously strive to improve our service.
We understand your frustration; however, as covered in our terms and conditions, we have a 30-day paid notice period, which stands during pause periods. We are very transparent about this in three key places on our website: Our Memberships Page, our FAQs, and our Terms and Conditions, which you accept when you first sign up for a membership as well as each time you place an order.
I can see that we have granted you an extension on your pause period for a further three months. We hope this demonstrates our commitment to finding a resolution that works for you.
Thank you for bringing this to our attention.
Best wishes,
COCOON Member Relations
Excellent service and selection of bags
Cocoon Club is an amazing way to update your wardrobe every month with a new handbag. They have a great selection of bags. But what stands out for me and why I'm truly enjoying this service is the outstanding customer service, special shout goes to Amy. The team is very responsive and helpful, making the whole experience 5 stars! Definitely recommending it to my friends.
8 de setembro de 2023
Opinião espontânea
Resposta da COCOON
Hi Izabela,
Thank you for your review. We're so glad to hear that our Member Relations team left a great impression!
We hope that you have many more wonderful bag experiences to come ⭐️
Please let us know if we can help you with anything further.
Best wishes,
COCOON Member Relations
Obsessed
I signed up to try new bags that I wouldn't normally get a chance to buy and I love it. Huge bag choice & really lovely customer service too. I can't stop telling everyone about it!
1 de setembro de 2023
Opinião espontânea
Resposta da COCOON
Hi Jasmine,
Thank you for your lovely review. Were thrilled to hear that you're enjoying your membership!
Please don't hesitate to get in touch if you ever need us.
Best wishes,
COCOON Member Relations
Great customer service and great…
Great customer service and great selection!
5 de setembro de 2023
Opinião espontânea
Resposta da COCOON
Hi Dhikra,
Thank you for leaving such a lovely review.
We hope that you have many more wonderful bag experiences to come ⭐️
Best wishes,
COCOON Member Relations
Can't get the bags you want...
Great selection of bags, love the concept, and the website provides a slick user experience.
Unfortunately, I'll probably be cancelling my membership (been a member for two months now) as it seems almost impossible to gain access to the most popular bags and trending designers. They send you an email when a bag on your wishlist is back in stock and sometimes I've clicked on these emails literally the minute they arrive, but the bag is already gone! I have 20+ bags on my wishlist and not managed to get a single one :(
They also charge £4.95 for every delivery, which stings a bit when you're already paying a monthly membership.
Sorry, COCOON - love your brand but it won't be a long-term investment for me.
28 de julho de 2023
Opinião espontânea
Resposta da COCOON
Hi Becky,
Thank you very much for feedback.
Were sorry to hear that the bags you wanted you couldn't get hold of in your membership. At COCOON, we pride ourselves in our current bag collection, which includes a selection of new season, pre-owned and vintage styles. We do continue to add new styles regularly, and encourage all our members to use the Wishlist feature which will enable them to be notified of what desired bags are back in stock which will increase their chances of accessing the bags you want.
Secondly, we’ve recently introduced a standard next-day delivery fee of £4.95 (Monday-Saturday delivery) in response to significant increases in shipping prices. Unfortunately, without adding this charge we would need to look into increasing our membership fees. We hope you can understand the need for this update. As noted on our website, we’ll continue to offer one free collection and return for each order.
If you have any further feedback or questions, please do not hesitate to contact us at membership@cocoonclub.co.uk.
Best wishes,
COCOON Member Relations
Great selection of bags and…
Great selection of bags and professional customer service.
17 de julho de 2023
Opinião espontânea
Resposta da COCOON
Hi Evelyn,
Thank you for your review.
We hope that you have many more wonderful bag experiences to come ⭐️
Please let us know if we can help you with anything further.
Best wishes,
COCOON Member Relations
Great concept but orders take longer to arrive than expected
Great concept, good selection of bags, reasonably priced membership. However, although it says next day delivery when you place an order, it has never been next day for me. More like 2-3 working days later. So there have been times where I’ve been left disappointed as the bag I rented has not arrived in time for an event. I’ll be sure to rent earlier but it should say on your website that the delivery will be 2-3 working days rather than next day.
30 de maio de 2023
Opinião espontânea
Resposta da COCOON
Hi Mayzin,
Thank you for taking the time to leave us a review.
Please note that orders only made before 10:30am Monday-Friday can be delivered via our Next-Day delivery service. If you're swapping for a new bag, your current order has to be returned and inspected by COCOON before your next bag is dispatched.
If you have any further feedback or questions, please do not hesitate to contact us at membership@cocoonclub.co.uk.
Best wishes,
COCOON Member Relations
I've been a customer for few months now…
I've been a customer for few months now and I haven't found this type of service anywhere else, won't be using normal designer rental companies anytime soon. The idea of memberships and swaps is excellent. I had an issue with my bag getting damaged, was afraid the repair cost will be a lot, however it turned out very reasonable and the customer service is quick and friendly.
I agree that the availability of bags is an issue at times, however its understandable since bag subscription is a unique service and hasn't been around before so there's a growing demand.
Overall I highly recommend (maybe I shouldn't because more bags will become unavailable;)).
20 de novembro de 2022
Opinião espontânea
Resposta da COCOON
Hi Bernadetta,
Thank you very much for your kind review. We're so pleased to hear that you're enjoying our membership!
Please note that the majority of our most popular styles can only be accessed for a maximum of one month, this ensures that all of our members will have more of a chance to enjoy them too! We also advise that you save all desired bags on your Wishlist and enable notifications to be notified once they are back in stock.
We hope that you have many more wonderful bag experiences to come ⭐️
If you have any further feedback or questions, please do not hesitate to contact us at membership@cocoonclub.co.uk.
Best wishes,
COCOON member relations
Cocoon Subscription holder
I love Cocoon and am a subscription member. The quality of the bags is really good and in fact the choice is also. I have also found it hard to get hold of the bags -even if they are on a wish list and I think cocoon really need to look at this to keep members. The turnaround and pick up service is also great. If they could solve for getting hold of the bag you want then they would have got 5 stars.
15 de novembro de 2022
Opinião espontânea
Resposta da COCOON
Hi Emma,
Thank you for taking the time to leave us a review. We're so pleased to hear that you're enjoying our membership!
We hope that you have many more wonderful bag experiences to come ⭐️
Best wishes,
COCOON member relations
Good customer service, lack of bag availability
Pros: customer service is very quick to respond when you message on the live chat, so you can resolve things quickly
Cons: very hard to get the bag you want, if you wait for your dream bag to become free you're then wasting days/weeks of that month's membership so I ended up holding onto the same bag for over a month.
I find the pick up service very irritating. There is no warning or option of saying what day works best so suddently dpd show up at your door when you may be at work etc. Needs to be more streamlined by either giving people the option of what days/times work for dpd to collect.
Found the website confusing, couldn't work out how to purchase an additional bag swap. Not clear when one month membership ends and another starts, making it easy to be charged for an additional month by accident.
I would have remained a member if I could get a variety of bags but unfortunately I ended up renting bags I wasn't that keen on so it felt a waste of money.
4 de novembro de 2022
Opinião espontânea
Resposta da COCOON
Hi Lucy,
Thank you for taking the time to leave us a review. We're always looking for ways to improve our service.
Firstly, were sorry to hear that you couldn't get the bags you wanted. At COCOON, we pride ourselves in our current bag collection, which includes a selection of new season, pre-owned and vintage styles. We continue to add new styles regularly, and encourage all our members to use the Wishlist feature which will enable them to be notified of what desired bags are back in stock which will increase their chances of accessing the bags you want.
Secondly, as per our T&C's if you place a 'swap' order before 10:30am, a collection for your current order is scheduled that very day (if placed after 10:30, a collection will booked for the next-working day). You are notified via SMS and email at the time of booking and also on the day of your collection.
For both Monthly and Quarterly memberships, you are charged on the same calendar date that you signed up for the Service (recurring every month or three months).
An additional bag swap is a swap that you can purchase in advance if you have run out of your allocated swaps for your current billing period. This will be shown only if you have ran out of swaps.
If you have any further feedback or questions, please do not hesitate to contact us at membership@cocoonclub.co.uk.
Best wishes,
COCOON member relations
Used to rave about but lost its glow…
Previously enjoyed the service as it grew, however I have noticed importe change in ‘customer centricity’ however updates are poor and experiences having a bag which I ordered on a Friday with next day delivery, not be delivered until Wednesday with no bank holiday or email update. It’s unfortunate that the more mainstream it becomes, the worse customers get treated.
13 de setembro de 2022
Opinião espontânea
Resposta da COCOON
Hi Danielle,
Thank you for taking the time to write a review, we appreciate your feedback, and I'm sorry to hear you had a bad experience with our courier this week.
On behalf of myself and everyone at COCOON, we take customer reviews seriously, and hearing that you were dissatisfied with our service is never what we want to hear.
Please could you contact us directly at membership@cocoonclub.co.uk and we’ll work with you to resolve any issues as quickly as possible.
Best wishes,
COCOON member relations
Customer service is great
Customer service is great, really efficient and responsive - probably one of the best I’ve ever dealt with.
That being said, I wish they wouldn’t use such an unreliable delivery company like DPD.
25 de agosto de 2022
Opinião espontânea
Resposta da COCOON
Hi Krittika,
Thank you for your review. We're so glad to hear that our Member Relations team left such a great impression.
We're always looking for ways to improve our service in order to better our member's experience and thank you for this feedback.
Please let us know if we can help you with anything further.
Best wishes,
COCOON member relations
Started off what seemed a good idea
Started off what seemed a good idea.
Used them for several months and enjoyed a variety of bags, it then got boring as the bags id like i could never get hold of. So decided to cancel, on top of paying a monthly fee i still have to pay an extra 49 for cancellation. Think its all very absurd and money making scheme. Id rather buy the bag. Good idea bad way of running things.
1 de agosto de 2022
Opinião espontânea
Resposta da COCOON
Hi Chloe,
Thank you for taking the time to leave us a review. We apologise that our service did not satisfy your expectations, and as we take any feedback, positive or negative, very seriously, We'd like to take the time to address your points.
Firstly, regarding the your point that you had to pay an "pay an extra 49 for cancellation". Were sorry to hear that this policy was a surprise to you, we cover the minimum membership period (60 days for monthly members, 90 days for quarterly) as well as cancellation notice period (30 days for all memberships) in three key places on our website: Our Memberships Page, our FAQs and our Terms and Conditions, which you accept when you first sign up for a membership as well as each time you place an order. We also note that if a member does want an immediate cancellation and does not want to serve their 30 day notice, then they are still liable to pay for the service and pay out their notice period, and that we can use your holding fee to make this payment. We see these minimum membership and notice periods reasonable requests given the value you get for our service.
At £99 a month for Deluxe, you are accessing bags that start at £1,5000 and go up to £3,000. Yes, you can buy a bag (and many of our members do in addition to using our service), however, having a minimum of £18,000 worth of bags on rotation in a year, is rather than purchasing a bag for £1,800+, is from our perspective, really great value. But we believe in our service and so we may be biased that having access to bags that are over 18x the cost of your annual fee is financially very savvy.
Secondly, were sorry to hear that the bags you wanted you couldn't get hold of in the latter part of your membership. At COCOON, we pride ourselves in our current bag collection, which includes a selection of new season, pre-owned and vintage styles. We do continue to add new styles regularly, and encourage all our members to use the Wishlist feature which will enable them to be notified of what desired bags are back in stock which will increase their chances of accessing the bags you want. We welcome feedback on specific styles that you would like and we don't have available, so we can look into increasing depth in those styles.
If you have any further feedback or questions, please do not hesitate to contact us at membership@cocoonclub.co.uk.
Best wishes,
COCOON member relations
I have been a member for a couple of…
I have been a member for a couple of months. Used a beautiful, brand new YSL bag for weeks.
Impeccable customer service, this company is brilliant and their staff are *so* helpful, responsive almost immediately to emails. Highly recommended.
21 de junho de 2022
Opinião espontânea
Resposta da COCOON
Hi Sarah,
Thank you for your lovely review and kind words. Were thrilled to hear that you're enjoying your membership!
Please don't hesitate to get in touch if you ever need us.
Best wishes,
COCOON member relations
Been enjoying incredible bags for a few months now!
I love the service, it lets you have a different bag every month and all the bags are in great condition. For the customer service, I have nothing but compliments, they are super quick with responding and willing to go the extra mile.
20 de junho de 2022
Opinião espontânea
Resposta da COCOON
Hi there,
Thank you for taking the time to leave us a review!
We hope that you have many more wonderful bag experiences to come ⭐️
Best wishes,
COCOON member relations
Great bags and customer service
Really never nothing but good things to say about this brand. The bags are authentic, 9/10 they arrive on a next day service and customer service is 10/10
20 de junho de 2022
Opinião espontânea
Resposta da COCOON
Hi there,
Thanks so much for your lovely review! We're so glad to hear that you have been enjoying your membership with us. We will share this great feedback to our Member Relations team.
Please let us know if we can help you with anything further.
Best wishes,
COCOON Member Relations
Great service & beautiful bag!
Swift service and ID verification, super easy to communicate to when I needed to send the bag back earlier. Beautiful bag too!!
18 de junho de 2022
Opinião espontânea
Resposta da COCOON
Hi Nicola,
That's great to hear! Thanks so much for your lovely review.
Please do not hesitate to get in touch if you ever need us.
Best wishes,
COCOON member relations
Cocoon membership is amazing!!
Cocoon membership is amazing!!! The choice of gorgeous bags is huge and the process is so smooth, just pick a bag and it arrives the next day! It’s great value for money and means you can enjoy a new bag every month!
18 de junho de 2022
Opinião espontânea
Resposta da COCOON
Hi there,
Thank you very much for your wonderful review. Were so pleased to hear that you're enjoying our membership!
We hope that you have many more wonderful bag experiences to come ⭐️
Best wishes,
COCOON Member Relations
The trailblazers of luxury rentals
The trailblazers of luxury rentals. Honestly cocoon give you options and a wide variety of products. Customer service are excellent and the team communicate with transparency and help with any issues.
I am a very happy member!
18 de junho de 2022
Opinião espontânea
Resposta da COCOON
Hi there,
Thank you so much for your review! We are so happy to hear that you're enjoying your membership and will be sure to forward your feedback to the wider team.
Please let us know if we can help you with anything further.
Best wishes,
COCOON Member Relations
I love cocoon club! Dream bags on repeat
The bags are hand delivered and hand collected and the customer service team is excellent on hand cos email to answer any and every question and help rearrange delivery if necessary. All bags I have had have been in perfect condition and I have recommended this service to so many of my friends. It’s also a brilliant way to see if a bag is worth the investment, how it would fit into your wardrobe and whether you would get much use out of it before you decide to make a purchase. It’s also fun to just switch it up! Or have a bag for a season - I’ve had a sparkly Fendi bag over the Christmas period for party season and this summer I have had a Prada raffia/basket bag for my holiday. I always get compliments and I love to say I’m renting - people are always surprised so it’s fun to share the love.
15 de junho de 2022
Opinião espontânea
Resposta da COCOON
Hi Millie,
Thank you very much for your kind review. Were so pleased to hear that you're enjoying our membership!
We hope that you have many more wonderful bag experiences to come ⭐️
Best wishes,
COCOON member relations
A Experiência Trustpilot
Qualquer pessoa pode escrever uma opinião na Trustpilot. As pessoas que escrevem opiniões têm direito a editá-las ou eliminá-las a qualquer momento. Estas opiniões serão exibidas enquanto uma conta estiver activa.
As empresas podem solicitar opiniões enviando convites automáticos. Classificadas como "Verificada", pois se tratam de experiências genuínas.
Saiba mais sobre outros tipos de opiniões.
Contamos com uma equipa especializada e tecnologia inteligente para proteger a nossa plataforma. Descubra como combatemos opiniões falsas.
Leia mais sobre como processamos as opiniões na Trustpilot.
Aqui estão 8 dicas para escrever óptimas avaliações.
A verificação pode ajudar a garantir que são pessoas reais a escrever as opiniões que lê no Trustpilot.
Oferecer incentivos em troca de opiniões ou solicitá-las selectivamente pode distorcer o TrustScore, o que vai contra as nossas directrizes.