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CPAP.com Reviews Summary
CPAP.com generally enjoys a positive reputation, with customers frequently praising the efficiency and knowledge of their customer service representatives, who provide effective support and guidance throughout the purchasing process. Many reviews highlight the ease of ordering and prompt delivery, contributing to overall customer satisfaction. However, concerns arise regarding service delays, particularly related to repairs and shipping issues, as well as frustrations with automated customer service responses. While the company showcases strong customer-oriented practices, addressing the highlighted service gaps could further enhance their reputation and customer loyalty.
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Instead, they make YOU pay return shipping! FIVE minutes after placing an order I called & they said it was "too late" to cancel it! I will NEVER order from them again!
On CPAP supplies M2
My machine was sent to CPAP.COM for repair. CPAP.com sent the device to RESMED FOR repair. Cpap.com will not follow up with resmed, their response the device is being evaluated. The device was sent in December 2023 for repair. Resmed will not provide the patient any information. Only information will be shared with cpap.com. So I don't have any information pertaining to my device. Cpap.com has made notation to expedite the repair. 😂
I would not send your device to cpap.com for repair, it will take light years to repair. I have another vendor that I used in past and my device was returned in 2 weeks. I will never use CPAP.COM for any further repairs. It was sent to cpap.com for warranty.
Hi Robert,
We are very sorry for the poor experience you had with our company. We want to look into this matter for you as we take pride in providing our customers with the best service possible. Please send us a message with your account information such as your order number, email address, the complete first/last name on your order and, or your phone number.
We hope to hear from you soon!
Package got lost in transit likely due to a wreck in the weather and their customer service is now all AI and automated. No matter what you type, they give you the same copypasted responses. I had to go through my credit card to get a refund because no matter what I asked or posted, it just kept saying 'Is there anything else I can help you with?' You pay for 5-7 business days shipping in reality it's 7-15 business days. Absolutely terrible people. Do not trust.
Hi Deborah B,
We are very sorry for the poor experience you had with our company. We want to look into this matter for you as we take pride in providing our customers with the best service possible. Please send us a message with your account information such as your order number, email address, the complete first/last name on your order and, or your phone number.
We hope to hear from you soon!
Do not buy from this company.
I purchased the wrong pillows for my mask (I made the mistake)
I have E-mailed the company three times with no response.
I just want to exchange them for the proper pillows.
I guess I will let them keep my money and shop elsewhere.
After my post - I was contacted by the company and given a refund.
Greetings,
We sincerely apologize for the inconvenience you've experienced.
Unfortunately, via email response times are typically delayed after the holidays due to increased volume of emails and they are answered in the order received and can take us up to a week to respond, if you need a faster response you can always reach out via phone or live chat and we can take care of you immediately. We should be able to very quickly and easily resolve this for you, which I would even do for you now but the review does not have enough information to find your order or account: if you would like to provide your order details to us such as order number and name on the account, or feel free to give us a call or live chat to get this resolved for you without any further delays. Our team is committed to providing excellent customer service, and it's disheartening to learn that your emails have gone unanswered. This falls short of the service we aim to provide.
To address this promptly, please accept our apologies, and we encourage you to give us a call at 800-356-5221 for immediate assistance regarding the return. We understand your frustration and are here to make things right. We are available 7 days a week M-F 8am-8pm and Sat-Sun 8am-5pm CST.
Thank you for bringing this to our attention, and we appreciate your understanding.
Follow up EDIT: Thank you for providing your order information! It seems none of your emails explaining your issue came through to us, but I was able to refund you in full for all nasal pillows, funds will go back on the card used in 1-3 business days.
Call 24 hours after order to cancel my order has not shipped yet she tells me that I have wait tell its delivered then Call so I can return tank I have to pay return shipping found on another site for free shipping
We apologize for any inconvenience. Our system is very fast so that all orders placed can ship out SAME DAY, so we do not offer to edit or adjust as any order that is placed is final. We offer support 7 days a week if you are unsure when ordering and also we do have free shipping for orders over $99.
Specified anything but FedEx and they shipped FedEx, causing delays. Products and pricing excellent, but never count on shipping
Unfortunately for most of our more expensive or larger orders, we only offer FedEx shipping as they are the only ones who offer tracking and insurance for those orders with us. We apologize for any inconvenience.
EXP48 Pro battery too large for travel bag. They will not accept return due to being out of plastic bag. Never used. Will not be using this company in the future.
We apologize for any inconvenience. We have our return policy posted clearly so that there is no confusion when purchasing with us. CPAP.com will accept returns on any unopened product within 30 days of the original ship date. A 15% returns processing fee will be subtracted from the original cost and a credit for the difference will be issued. Shipping costs are not refundable. Please note that any product that has been opened can not be returned. https://www.cpap.com/returns
Just wanted to leave a note about cpap.com and their customer service. My order arrived on time and I was able to evaluate the products over the weekend. I called in today about some things I needed to return. Calling in about returns usually aren't fun for me. However, customer service rep. Brandy T. Made the experience effortless and highly positive. She quickly assessed my needs, put me at ease and directed me thru their easy return process. Definitely will be dealing with them in the future!
Hello Aaron,
We're so glad to hear that Brandy T provided you with the level of service and care you deserve! We appreciate your business and hope to hear from you again soon.
Brandy did a great job today getting my order out the door and explaning all the steps required. She patiently waited for my perscription to load so she could confirm my order would go out today
Hi Susan! We are very happy to hear that Brandy provided excellent assistance with the ordering process. Thank you for taking the time to leave a review, and we hope to hear back from you again soon!
I'm having a hard time getting my Doctor's office to send in my prescription. Brandy was very helpful in telling me the status. Charlsie was also helpful in trying to call the office directly and ensuring they had the correct fax number. Both were professional and customer oriented.
Hello Larry,
We're so glad to hear that Brandy and Charlsie provided you with the level of service and care you deserve! We appreciate your business and hope to hear from you again soon.
I was ordering an AirMini for the first time and spoke with Brandy. She was very professional and answered all my questions and assisted me with an expedited delivery. The whole process was fast and simple. Great job.
Hello Tramm,
We're so glad to hear that Brandy provided you with the level of service and care you deserve! We appreciate your business and hope to hear from you again soon.
She did a great job to help me. I can not find the place to submit my prescription. She go beyond to help me
Hello Yuyang,
We're so glad to hear that Brandy provided you with the level of service and care you deserve! We appreciate your business and hope to hear from you again soon.
It doesn't make no sense for me to have a prescription to order my cpap parts since i have my machine for more than 5 years i try to order a part it broke for the air flow and they dont have i get that so i order the complete mask set and they didnt want to send it because supposedly i need a prescription. It doesn't make no sense i had my cpap for the longest and i dont even know where my prescription is, i so stupid that they cancel my order for something i really need to continue of the use of my cpap. I don't understand why they have to make so hard for me to buy like that was a weapon to use is something that i need for my own use. I will never again visit this website cpap.com they are garbage and the customer service is even worse the person help not even try to help with the situation her name is Brandy. She not even look for a solution to help me she just was just dry and unhelpful. She even sound like she dont even want to be working if you dont want to work just call out or quit your job.
Thank you for taking the time to share your feedback with us. We understand your frustration regarding the requirement of a prescription for the purchase of a mask. We want to assure you that the requirement of a prescription is not something we impose, but rather a requirement set forth by the Food and Drug Administration (FDA) for certain medical devices, including CPAP masks and accessories.
We understand that this can be an inconvenience for our customers, but we take our responsibility as a medical equipment provider very seriously and strive to comply with all regulations and requirements set forth by the FDA. This is to ensure the safety and well-being of our customers.
We apologize for any inconvenience this may have caused you and understand that obtaining a prescription may be difficult for some customers. We offer several resources on our website to assist with obtaining a prescription, including information on how to contact your healthcare provider and obtain a prescription, or how to use our prescription request service.
If you have any further questions or concerns or for assistance ordering parts that do not require a prescription, please do not hesitate to reach out to us.
Brandy was very, very helpful expeditiously processing my order.
As usual, the CPAP staff are wonderfully helpful on the phone.
Thanks so, so much!
Hello! Thank you for the kind review! We are extremely happy to hear you received excellent service from Brandy! You are most welcome and thank you for choosing cpap.com!
Brandy was very helpful. She explained things to me and was very patient with my questions. Brandy is certainly an asset to cpap.com. Thanks again!
Hello Bob, Thank you for your review! We are thrilled to hear that Brandy provided excellent service. Thank you for choosing CPAP.com and we hope to hear back soon!
Needed to order a part that Medicaid refused to pay for, until 90 days past. Couldn't order it from my CPAP provider due to them being attached to the medicaid account. Found CPAP.com and hit up Live Chat, and Angie answered all my questions quickly and thoroughly. I was able to order the part I needed for cheaper than most outlets had it priced at on the normal price, let alone the price after promo code. The promo code allowed me to get the part to me in less than 24 hours from the other side of the country, and it was still very reasonable. Will be doing more future business.
Hello Douglas,
We're so glad to hear that Angie provided you with the level of service and care you deserve! We appreciate your business and hope to hear from you again soon.
CPAP.COM service reps are 2nd to none. Mary B was able to answer all of my questions and get the best mask ordered for me. As a new CPAP user I appreciate the time she took to listen and offer suggestions.
Hello Mike,
We're so glad to hear that Mary B provided you with the level of service and care you deserve! We appreciate your business and hope to hear from you again soon.
By mistake I bought the wrong part. Fixing this mistake was effortless thanks to cpap.com and Brandy T. Within the same day, when I realized I had made one, I called, was sent the correct part, and was instructed how to return the mistake. I wish everything in life was this easy. Thank you.
Hello Howie,
We're so glad to hear that Brandy T provided you with the level of service and care you deserve! We appreciate your business and hope to hear from you again soon.
I have always had stellar service when calling cpap.com, and today was no exception. Korinne was quick to explain the system problem earlier today that had sent out some old email confirmations, but quickly assured me that no additional charge would be generated, or duplication of a shipment received nearly two weeks ago. The cpap.com customer service agents are always pleasant and helpful, and Korinne definitely met that same level of customer service. Thank you for the smile in your voice!
Hi Carolyn,
We are very sorry for the email glitch in our system, but thanks so much for your understanding. We'll be sure to share your kind words with Korinne and please let us know if there is anything else we can assist you with.
Shawndria W was most helpful when I called to order a replacement mask and hose for
My husband's Dream Machine. She and I decided a medium size would be the correct
Headgear w/facemask. Shawndria W had a pleasant clear voice and was knowledgeable about
The cpap products. My experience was a delightful one today.
Hi Kathy,
We're glad you received the great level of service that you deserve! We appreciate your business and hope to hear from you again soon.
From the business
Looking for CPAP (which stands for Continuous Positive Airway Pressure) equipment and information? We guarantee the lowest prices on top CPAP brands and tons of information to help treat Obstructive Sleep Apnea (OSA). Stop by for access to thousands of...
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We apologize for the inconvenience. We pride ourselves on being able to ship most orders same day and as such any non-prescription orders are auto processed within 5 minutes. This was the case with your order as well. Once an order has been processed, the warehouse has already started to work on it and we have no way to cancel the order any longer. This is to ensure we can keep our promise to our customers and get their orders shipped out in a timely manner. Again, we apologize for the inconvenience and have also sent you an email with further information to rectify this.