I was a bit hesitant to order seeing other reviews but they had everything i wanted and too good to miss deals with quite a lot of free extra products and free delivery to a collection point, my local... See more
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One product was missing from my parcel (baby wipes for 8€). The customer service claimed it wasn't their fault and I needed to fill an official claim to the transport provider, but the parcel wasn't... See more
Company replied
I adore cocooncenter prices, but my la roche-posay anthelios arrived with a scary short expiry, barely two months left, felt like leftover stock. Lovely box, careful pack, but your selling me sunscree... See more
Company replied
I was highly skeptical because the prices were so amazing, but decided to go for it anyway and order a large haul of skincare. Placed the order Sunday night, received tracking information Monday, saw... See more
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Company details
Written by the company
Parapharmacie en ligne proposant plus de 21000 références et plus de 800 grandes marques. Prendre soin de vous est notre priorité. Parce que la santé et le bien-être ne sont pas une question de mode, mais un mode de vie, il est essentiel de pouvoir choisir ses soins en toute confiance. Grâce à nos pharmaciens et des conseils d’experts, transformez votre quotidien en instants privilégiés. Depuis 20 ans, Cocooncenter, pionnier français de parapharmacie en ligne, réunit pour vous les meilleurs produits. Des marques qui vous ressemblent, à des prix accessibles au plus grand nombre. C’est pour vous que Cocooncenter s’engage. Pour votre santé, pour votre beauté, pour votre budget. Cocooncenter Ensemble, prenons soin
Contact info
1 rue de la Nau des Vignes, 51520, La Veuve, France
- 0980802510
- service.clients@cocooncenter.com
- cocooncenter.com
4.0
Great
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 69% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Badly packed item is damaged by DPD in…
Badly packed item is damaged by DPD in transit. Trying to contact via Contact Form to get compensation on the cocooncenter.com but the form reloads without any confirmation on the screen nor via email...
14 August 2024
Unprompted review
Reply from Cocooncenter
Dear Customer,
We are sorry to hear that your experience did not live up to your expectations, and we sincerely apologize for the inconvenience.
Your satisfaction is our priority, and we take your feedback very seriously. We will do our utmost to ensure that this type of situation does not recur.
Please do not hesitate to contact customer service if you have any queries.
Have a nice day,
The Cocooncenter team
Dodgy website
Dodgy website, ordered twice and never received an order, had to open case with my bank to return money, customer service refused to give a refund
14 August 2024
Unprompted review
Reply from Cocooncenter
Dear Customer,
We are sorry to hear that your experience did not live up to your expectations, and we sincerely apologize for the inconvenience.
Your satisfaction is our priority, and we take your feedback very seriously. We will do our utmost to ensure that this type of situation does not recur.
In order to resolve this problem as quickly as possible, please contact our customer service department, quoting your order number. We will be happy to assist you and find a quick and appropriate solution.
Have a nice day,
The Cocooncenter team
Poor customer service and delivery
I ordered several Bioderma products from Cocooncenter last 13 July 2024 since they are much cheaper than in Boots. Up to now (14 Aug 2024), I still haven't received my order. I have already contacted them through their Help/Contact Us platform on their website several times since the Amazon shipping status said that they could not deliver my order and I have to contact the sender (Cocooncenter). I have been going back and forth with Cocooncenter re the issue, hence, I had already requested last week if they could issue me a refund as I no longer needed my order. Today, I contacted them again to request for a refund because of the extreme delay or resend my order since I also paid an extra amount for an insurance during order checkout. Isabelle from Cocooncenter simply replied to me today to get in touch with Amazon shipping, which I did by phone. Amazon said that from the latest tracking that they have, it appears the my order had been returned to them. This experience has left me with a very bad impression of Cocooncenter and I no longer plan to purchase items from them in the future.
14 August 2024
Unprompted review
Reply from Cocooncenter
Dear Customer,
We are sorry to hear that your experience did not live up to your expectations, and we sincerely apologize for the inconvenience.
Your satisfaction is our priority, and we take your feedback very seriously. We will do our utmost to ensure that this type of situation does not recur.
Please do not hesitate to contact customer service if you have any queries.
Have a nice day,
The Cocooncenter team
I have made a purchase on 25/7 Today is…
I have made a purchase on 25/7 Today is the 13/8 I have not received any updates about my order!!! They ignore my emails!!!!!
This is not the first time I use this site but it is the first time the service is soo poor
Will not use again!!!!!!! Sooo baddd!!!!!!
15 July 2024
Unprompted review
Reply from Cocooncenter
Dear customer,
Thank you for contacting us and for your confidence in our services.
Due to the summer vacations and the national incident on the fiber networks, our preparation team has experienced a slight delay in the dispatch of orders, as well as a slight increase in the response time of our customer service department.
Our preparation team is doing its utmost to respond and ship your order as quickly as possible.
Your order should be dispatched this week and you will be informed by e-mail.
If you have any further questions or requests, please do not hesitate to contact our customer service team.
We wish you an excellent day.
Best regards,
The Cocooncenter team
I ordered several times over the past…
I ordered several times over the past years without any problems. But with one lost parcel in July, they refuse to reinburse me or find a solution. The deliverer confirmed that the parcel was lost. Very dissapointing.
5 August 2024
Unprompted review
Reply from Cocooncenter
Dear Customer,
We are sorry to hear that your experience did not live up to your expectations, and we sincerely apologize for the inconvenience.
Your satisfaction is our priority, and we take your feedback very seriously. We will do our utmost to ensure that this type of situation does not recur.
Please do not hesitate to contact customer service if you have any queries.
Have a nice day,
The Cocooncenter team
Fast shipping
Fast shipping. Many brands and products to choose from. Amazing skincare and haircare. Several years of ordering from Cocooncenter never had any problems.
21 July 2024
Unprompted review
Reply from Cocooncenter
Dear Customer,
Thank you for your loyalty and for sharing such a positive review! We're thrilled to hear that you've had consistently great experiences with us over the years. Your satisfaction with our fast shipping and wide selection of skincare and haircare products means the world to us.
We look forward to serving you for many more years to come!
The Cocooncenter Team
Everything arrived on time
Everything arrived safely, on time and all as ordered. Was worried reading reviews but very pleased with the service I received
4 August 2024
Unprompted review
Reply from Cocooncenter
Dear Customer,
Thank you for sharing your experience! We're glad to hear that everything arrived safely and on time, just as you ordered. We're pleased that our service met your expectations.
We look forward to serving you again in the future!
The Cocooncenter Team
One item was defective when arrived
One item was defective when arrived. I have contacted the customer service and they replied to me. However, when I asked more questions they either responded, refunded, or reshipped. It has been over a week that the problem has not been fixed!
28 July 2024
Unprompted review
Reply from Cocooncenter
Dear customer,
A technical problem has caused delays in customer service responses, please be reassured that we take your problem seriously and that customer service will get back to you as soon as possible.
We thank you for your patience and understanding.
Please accept our apologies for this inconvenience.
The Cocooncenter team
No updates or contact from the customer service team
I have made a purchase on 26/7 Today is the 5/8 I have not received any updates about my order
This is not the first time I use this site but it is the first time the service is soo poor
Will not use again
5 August 2024
Unprompted review
Reply from Cocooncenter
Dear customer,
We would like to inform you that a technical problem, beyond our control, has caused a delay in the delivery of your order.
We are doing our utmost to deliver your order as quickly as possible.
We thank you for your patience and understanding.
Please accept our apologies for this inconvenience.
The Cocooncenter team
Damaged goods arrived, Bad experience
I purchased vitamins and shampoo from this website. The hygienic seal of the vitamin was already open. The shampoo spilled during transportation. I sent them an email but nobody answered. I wrote a review for those vitamin and shampoo but the company did not publish my review. It also took so long for me to get my delivery. I will not shop from here again
15 July 2024
Unprompted review
Reply from Cocooncenter
Dear customer,
The delay on the delivery of your order is caused by a technical problem, This technical problem has also caused delays in customer service responses, please be reassured that we take your problem seriously and that customer service will get back to you as soon as possible.
We thank you for your patience and understanding.
Please accept our apologies for this inconvenience.
The Cocooncenter team
Thank you so much for the fast delivery…
Thank you so much for the fast delivery to the UK. I love the products I bought 🎊♥️🎉
27 July 2024
Unprompted review
You can trust.
After reading some bad experiences about their customer service I was a little afraid of my order, but it arrived perfect packed, only 1 day later. I'm very happy with their service and with my new skin care products.
22 July 2024
Unprompted review
The products I ordered were delivered…
The products I ordered were delivered on time, and are excellent Thank you
27 May 2024
Unprompted review
Bad client service
Terrible client service. After my package hasn't been delivered due to a bad DPD service, I was informed that "As soon as we have your parcel back, we will be able to reship it or we can propose you to refund you if you prefer." I chose reimbursement. I was later informed that "The parcel has been delivered, the necessary will be done in the coming days concerning the refund" After 20 days I had to ask about the refund and I was informed that I have been refunded by Crédit Client. I told already 3 times I want the money, not a credit. I've been ignored.. and once they "This order has been already refunded in form of voucher on your customer account, once the refund is made in form of voucher, we cannot modify it. ", but I never chose the voucher.. and they keep ignoring my email
29 May 2024
Unprompted review
Reply from Cocooncenter
Dear Customer,
We are sorry to learn about your bad experience following your last purchase on our website.
According to your exchange with our Customer Service, you have agreed with the refund in form of voucher when it was asked to you.
Unfortunately, once a refund is done in form of voucher or not, we cannot cancel the refund to modify it, we are truly sorry.
Best regards,
Cocooncenter Team
Horrible customer service
Horrible customer service. I ordered an item that clearly was all written in ENGLISH as seen on their website. The invoice they sent me also had pics of the product, in ENGLISH. When we got the product(s) everything was in French, descriptions, instructions, ingredients, etc. When I emailed them, they lied and said it was in French. When I sent them pics of the product, they finally, after several emails, agreed to accept the return at MY EXPENSE of $90 shipping.. They would not budge. I will NEVER order from them again and suggest you do the same.
15 May 2024
Unprompted review
Reply from Cocooncenter
Dear Customer,
We are sorry to learn about your bad experience.
After verification with our Customer Service, the return of your products was accepted despite the fact that the products shipped were correct.
As you know, Cocooncenter is a French on-line pharmacy, so all of our products are coming from French brands and are written in French most of the time.
For some items, you have a part in French on the product and a part in English for the outer packaging as in your case.
Our Customer Service has checked all pictures and the products received were as the same ordered on the website.
We remain at your disposal if you have any question.
Cocooncenter Team
Awful customer service!
Awful customer service!
I never received my parcel, while I was home and I did not add any safe place. No proof of delivery (no picture, nothing). I contacted Evri which stated on the email the parcel is missing. I contacted cocooncenter (i took a delivery insurance), I had a vague “we will send a request to the courier” (while I already had an answer from them) and since then they never replied to me, callcenter never answer the phone.
Total scam TO AVOID.
Ps : what they wrote below is a lie! They send me random message one month after to say that they will send a request to Evri! What a bloody jokers!
Shame on you!
31 May 2024
Unprompted review
Reply from Cocooncenter
Dear Customer,
We are sorry to learn about your bad experience.
According to your last exchange with our Customer Service, a solution has been already proposed you : a refund or the reshipment of the order. You have requested the refund of the order.
We remain at your disposal if necessary.
Cocooncenter Team
The most hideous customer service
The most hideous customer service. Products not sent in the package. I spent almost £250 so it wasn’t an Insignificant order. Then when I queried it I was asked to provide ID and a written complaint (so they could blame the postal service). When asked to see a copy of their consumer legislation I was ignored. The lady I spoke to was rude and abrupt and hasn’t yet replied. It’s been months. I asked to see CCTV of my items being packed and again was told this is not possible. Do not order from them. It’s appalling.
11 June 2024
Unprompted review
Reply from Cocooncenter
Dear Customer,
We are sorry to learn about your bad experience with Cocooncenter.
After an exchange with our Customer Service, it seem that you have opened a claim for missing products in your order.
We have checked on our Camera records and all products were well added in your parcel.
The only way to open a claim with the delivery company was for you to provide the requested documents, which you have refused. As explained by our Customer Service, without these requested documents, the delivery company has refused your claim.
Also, we have contacted the delivery company that has confirmed that the parcel delivered was full and there was no difference in weight.
They have also indicated that that you did not express any reservations when the parcel was delivered, indicating that products were missing on delivery.
We remain at your disposal if ever you have further question or request.
Best regards,
Cocooncenter Team
Absolutely shocking customer service I…
Absolutely shocking customer service I had a parcel that failed delivery and I’ve been told that I have to wait for 4-13 weeks for a resolve even though I have jumped through hoops to provide what was requested.
Thanks for your response to my review however this was NEVER signed for it as left by the courier and they have since apologised for this however Cocooncenter even after knowing this are not re sending my sun cream I ordered for my forthcoming holiday are digging their heels in with this statutory 4-13 weeks for which I’m mythed at what will arise from this wait?
1 June 2024
Unprompted review
Reply from Cocooncenter
Dear Customer,
We are sorry to learn about your last experience.
According to your exchange with our Customer Service, your order was delivered to you and signed by you. As you have indicated to our Customer Service that it was not your signature, the Customer Service has opened an investigation with the delivery company in order to contest this delivery for you.
Unfortunately, the time of investigation is of 4 to 13 weeks (delay provided by the delivery company). After that investigation, the Customer Service will provide you a solution as promised.
Best regards,
Cocooncenter Team
Global beauty
16 May 2024
Unprompted review
Reply from Cocooncenter
Dear Customer ,
Thanks a lot for your nice review, we are always glad to receive this kind of review.
We hope to see you soon on Cocooncenter !
Have a wonderful day,
Cocooncenter Team
Hi I Purchased Yesterday A Cosmetic…
After Publication
Received Notification
Hope I Receive My Goods Soon.
Thanks
Regards
A.G
11 May 2024
Unprompted review
Reply from Cocooncenter
Dear Customer,
Thank you for your review.
We have just checked into our system and we can see that your order has been well validated and has been already shipped.
To make sure that the e-mail address registered into your Customer Account is the good one, we invite you to contact our Customer Service to verify and make sure that you receive all the e-mails correctly.
We remain at your disposal.
Cocooncenter Team
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