CPAP.com

I had several issues when trying to place an online order over the weekend. Carol took control and fixed everything! She made suggestions regarding additional products, explained how each worked, adjusted the pricing where applicable, offered to contact my doctor to get the prescription necessary to place the order, and generally made me feel confident that she could handle any issue I had. Before we disconnected, I had a question about an international converter to use outside of the US and she even explained that one was available for the CPAP machine I had chosen. As a first-time customer, Carol certainly made me feel welcome. I hung up knowing I was in good hands. Thank you Carol!

I placed an order for a Dream Station Go on May 31,2021. It arrived around June 4th. I made an appointment to meet with the pulmonologist on June 11th. This necessitated my removing the CPAP and battery from the packaging (which I discarded). It turned out that I need the Doctor to prescribe an increase in pressure so nothing was done to the CPAP. It was NEVER used. NOTHING was used. The plastic covering the face of the machine was not removed. I rescheduled the appointment. Two days after this first visit, the recall was announced. I called CPAP.com to request a refund for all of my equipment that came to a total of $942. I pointed out that I had just received the equipment and that it had not in any way been used. The declined the request on the basis that the equipment had to be in an unopened package in order to be returned. This is so CPAP.com can resell the equipment. I pointed out that this is no ordinary return because I changed my mind or didn't like the equipment. This request was because of the recall. They would not budge because they could not re-sell it. I have news for them. Even if the equipment had been in original unopened packaging they would have had to open it in order to install the fix that Philips will provide. My request arises from an unusual circumstance and this company was less than honorable in its response.

The cpap machine I purchased recently from CPAP.com began to make noises, so I called to inquire about having it serviced under warranty. I was told that it would be evaluated and worked on the same day it was received. It was not. Several further calls were all met with assurances that I would hear from them "by the end of the day". I did not. One person told me that CPAP.com do not work on the machines, that it had been sent to the manufacturer. It fact, it was not sent. One person told me that "it is being worked on right now", but that was also not true. Today I was told "well, we have only had it for one week". Is this the way medical equipment service is supposed to work? BEWARE - although they have good prices, they have very POOR SERVICE.

I worked with Latoya today on adjusting my ResMed air mini. I have used the AirMini several times and am very happy to have it even if I am only traveling away from the house for one night. My issue was the AirMini and my regular CPAP machine were not on the same settings, so when I went away from my regular unit it took me a long time to fall asleep because the ramp up pressure was different.

Latoya P walked me through going back and getting to the Clinical Menu on my AirMini app after several failed attempts of my own to navigate. She was kind, patient and made me feel good about my lack of knowledge while patiently walking me through the steps several times.

I hope when you call you get Latoya P or someone just like her, this is what customer services is SUPPOSED to be like!

Signed - a very happy customer.
Jeff C

My return of unopened, unused replacement parts was a little past the 30 day return limit so initially return was rejected because of "policy". (I sent it USPS - not tracked - my mistake, my problem - understood.) But why not exceed my expectation of a repeat, potentially lifelong customer?.

Rather than accept it and explain CPAP.com offered a kind courtesy, I needed to call and lobby for a credit. Luckily with Heath's (customer service rep) kind and patient assistance, (and explaining that a lifetime customer would walk), a store credit was finally granted. (Policy over common sense decisions lead to penny wise, pound foolish results and lost customers - Cpap.com - empower staff to do the right thing out of the gate!)

I've had a cpap machine for years. Love the machine, hated the supply company - who overcharged me and (IMHO - defrauded me and my insurance company). Found cpap.com searching for less expensive replacement parts, and now that it's time for me to upgrade my machine, called them today.

Blown away by how competent the woman who took my order was! Dasha carefully explained the differences between styles of machines, which led to discussion of differences between heated hoses and... Any question I came up with (one led to another) she answered clearly and competently. My total price is about a quarter of what I AND my insurance company were paying the supply company. I am happy (and a new permanent customer).

Updated Review from 3 stars to 4 stars. See Update at the end.
I do not feel that Kristan did everything she could to resolve my complaint. I have been a CPAP customer for many years and have never had any issues. But, this one really bothered me because CPAP.com should have clearly stated that additional components are necessary in order to make the $379.99 battery bank connect to the CPAP machine. It is not clearly stated at all. The battery features are FIVE (5) paragraphs long. The following sentence is literally in the LAST of those 5 paragraphs, and in the next-to-the-last sentence of that paragraph: "In order to power your CPAP machine, you'll need to use your device's DC charger (not included)." There is also nowhere on the page that gives you information on the DC Converter that is needed. Also, when you checkout, it does not state that you need an additional DC Converter ($84.95) to connect. I only know about the price and where it is located (on another screen) because I called them. My order consisted of two items... a CPAP machine and a battery bank. That's it. So, CPAP.com know those two items go together but cannot work without the DC Converter. Not happy.
They are charging me a fee for opening the box on the return. I would not have any idea the CPAP would not connect to the battery bank without opening the box. I asked to speak to Elizabeth, the CSR manager, but she was unavailable. This is really disheartening to know that they are charging me for returning something that they know would not work without additional components and something that I couldn't have had any way of knowing.
UPDATE: Carol called this morning and stated that she agreed with my review. They need to make it more clear, as well as have a pop-up during checkout to state that the DC Converter is needed as well. She asked what could she do to resolve the situation. And, it was resolved to my satisfaction. Thank you. Carol, for restoring my faith in CPAP.com.

I have been using CPAP.COM for many years, probably over 10 years! The staff are professional, friendly and very helpful. Usually my orders are a 1-2-3 snap and their website quick order is a great help! On my last two orders I had some issues. I bought some product which was missing a part. CPAP.COM quickly sent me a replacement and no cost to me! On the second order, it was mostly my fault. My quick order screen listed 2 different versions of a product and I picked the first on on the list without reading the detail, my bad. I called CPAP.COM and CPAP.com quickly gave me credit for the product and then I purchased the version of the product I wanted! All quickly resolved by the great CPAP.COm staff! Thank You!

I have a place in town where I've been going for CPAP supplies, and it's been a rough road with them. I keep having problems with masks, and when I call them to explain, CPAP.com seem irritated with me. I finally tried CPAP.com because a friend loves them, and I got Brandy on the phone who immediately asked about the problems I'd been having with various masks I'd tried, and then went straight to suggesting several masks that ALL directly addressed the problems, and were types of masks I'd never been offered at the local place. I'm so glad I called! Can't wait to try these new masks, it was such a relief to have someone listen to my concerns and address them. Thanks, Brandy!

I ordered the ResMed AirFit P10 Nasal Pillow CPAP Mask with Head Gear. I ordered a few other items to support the CPAP Mask. I got notice the package was delivered on Saturday 1/8/22 front door. I looked in and out but the package was no where to be found. I called CPAP and told them the package was missing and it wasn't delivered to my address. Brandy didn't hesitate to make a replacement order and get it off on Fed Ex today. She was very polite and helpful to get my missing CPAP Mask replaced. The old mask was leaking and keeping my fiancee awake at night. I ordered the new one to help her get a good nights rest. Brandy, Thank you for your quick response and I wish you a wonderful New Year and plenty of support for the great service you provided for me today Great Job.
Bill Owens

I was preparing to leave on an extended vacation and I had to take my Resmed CPAP with me. My problem was that the CPAP and humidifier were simply too large for my luggage. Because the CPAP and humidifier appeared to be separate devices I wondered if CPAP.com could be separated. I called CPAP.com customer service and was lucky enough to be connected with Jade. She was both competent and friendly and assured me the two pieces could indeed be separated, but despite her very clear instructions I was not able to make it happen. Jade was way beyond patient with me and made it clear that she would stay on the phone until we got it done. Finally I found the correct button to push and just like that the two pieces separated. Now I can get the CPAP into my luggage, which took a great deal of burden off my mind. I have been using CPAP.com for years but this was the first time I needed customer service, and Jade could not have been more helpful. I would hire her in a flash! Gene R. La Jolla, California

I ordered some filters on line. Had trouble logging into their web site to check the status. When I finally got in it said I have no orders in process. I left a message and an email inquiring about the status of my order. No response. I called again was able to talk to a customer service representative. Even though she gave me the answer I was looking for, she obviously didn't care because she was unfriendly and very unprofessional for a person in her position. I did get the filters but my big takeaway is to not order from them again. This was a simple order and I was still able to use my cpap. But what if it was for a bigger order or a new cpap? Buyer beware.

CPAP.com is an excellent company to work with for all of your CPAP needs. I have dealt with other companies and their customer service is nothing near what you get from CPAP.com. Samantha and Dasha have helped me a great deal today and are very knowledgeable about everything from CPAP supplies to helping get coupon codes to work. CPAP.com have earned a lifetime of business from me. All I can say is they are excellent in everything they do. They completely exceeded my expectations. Definitely earn an AAA+ Five star rating from me. I can't express enough how complete, thorough, knowledgeable and friendly everyone is. This company is definitely the BEST of the BEST when it comes to all of you CPAP needs.

After contacting a former company where I originally purchased my CPAP machine, and asked if I could possibly get a reduction in price, as I lost my machine in Harvey, as my home was flooded badly. CPAP.com responded with couple hundred off a $1300. 00 machine, that was no help. I went online to CPAP.com, which I have previously purchased my mini CPAP travel machines, and asked the same question. They were more than helpful, giving me more than a 50 percent discount, as a flood victim, I pledged my continued business with them and ordered. 30 minutes later, the same customer service rep for them called me back and informed me that their company had an anonymous donor, in Houston, that offered to pay for all of my machine! I was only charged for my mask and couple other items. You can bet CPAP.com will have my business and all of my friends and family's business from now on. And thank you to the donor as well. So appreciated at a most critical time!

I ordered a Transcends CPAP. From Transcends. Within a very short period of time the machine completely stopped working. CPAP.COM. Was very difficult to deal with. CPAP.com offered NO online support. Ie. Trying to trouble shoot the issue. They just kept telling me to mail it in at MY cost. I was told online it would be about a week for turnover once they received it. After I got confirmation they had received it I called them. To my dismay it was still not even checked in. No one had even looked at it. I did speak to someone who found my return and she checked it in BEYOND there " one week" term. I was then told it could take up to another. 4-6 weeks. For turn over time. Originally I was told 1 week. HOWEVER, at this point they referred me to the small print at the bottom of the e-mail they sent be regarding returns that due to situations ABOVE there control it could take up to 6 weeks. HOWEVER, they could lend me one at $146.00. This being their base model that cost only $24.00 more to buy outright, PLUS I would be required to pay for shipping AND it would take up to 1-2 weeks for delivery. For the $100.00 I saved over their competitors it was not worth it. I will never deal with them again in the future. I guess lesson learned ie BUYER BEWARE

Company used deceptive ad to gain new clients i signed up for a new account on 3/4/21 completed the signup for "10% & Free shipping with orders over $150" after receiving the code I submitted it at checkout and the price did not change. I contacted the agent with chat and informed them the code did not work... I was told CPAP.com don't have a code even though you can see it on the site. I then asked for a code and was denied... i informed the agent i would take a screen shot with the chat and create this negative review for deceptive ad practices. Please see the attached screen shot and i urge you to not do business with this company. I will also attach my BBB report to show you i did file a complaint with the BBB for deceptive ad.

CPAP.com customer service reached out to me on 3/5/2021. After reviewing my complaint, we agreed the email that was sent regarding the discount was missing exclusion information. We also address the live chat with communication between the agent and myself to help improve customer service in the feature. The CPAP CSR honored the discount based on the information provided. I would like to thank the CSR for taking the time to address this professionally because of that I completed my original order with CPAP.com.

I had the part number from the package the part had arrived in in the past. I could not find the part anywhere on the website, even when I clicked on the tab that I knew the part. (I got sent into an endless loop that never allowed me to type in the part.) LaToya knew exactly how to find me the link for the part, to confirm that the part for my husband's CPAP machine (that was named differently from the machine name on the part package), and to tell me about a related part that I should be replacing frequently too. She was quick, extremely courteous, knowledgeable, and clear in her communication. She was a godsend who saved me much time and frustration. I appreciate this company, AND the ability to have someone help me cut through to the quick and solve my problem.

Customer Service is terrible. Promises Promises... Beware of product description. I bought a strap and when it came it had no clips to attach it to my mask. It was not in the description that the clips were separate. Can't use the strap without clips. Kind of like buying a car and having it delivered without tires. Still waiting for the clips and going on two weeks now.
CPAP.com did send me the clips free of charge but sent it parcel post even after I told them how I am not able to use my machine they chose to send it the cheapest way possible and never told me or offered the option of paying to send it Fed ex like I paid for on the first order. It is sad to know their priority is to save a few dollars at the customers expense of being without the ability to use the machine. They just don't care!

I have had to call CPAP.COM on 3 occasions, 1st to place my order which was effortless and the young lady I spoke with was extremely helpful; 2nd was to report that there was not an SD card in the machine or with it, again the young lady was very understanding, very helpful, and sent another SD card; 3rd occasion was to call and speak with Heath again regarding the SD card, it didn't fit. Heath took the time to explain to me that I needed to open another area of the machine to access the SD slot. I explained that I had tried to open the area he was referring to but it would not open. He was very patient and explained that I should try again and if it still wouldn't open to call back. Every person I have spoken to has been polite, professional, helpful and overall just nice. An enjoyable experience. And CPAP.com answer the phone right away after a very brief recorded message.

I was incredibly surprised by how easy it was to order a CPAP machine from cpap.com! I'm used to ordering at a medical supply stores not being able to choose the product I wanted (read top rated) and paying a fortune. The prices I found were so much lower at cpap.com. I was able to find the machine I wanted, which was an upgrade to the one I had before. I found a full mask without the forehead support but with the headgear(!) and a discounted supplies package for all those little things you don't know you have to have for the machine to work. I went ahead and signed up for their newsletter which gave me 10% their already lower price and free shipping! I did have to upload my Rx from my doctor. It was one of the nurses at the office that suggested I look online to fine a cheaper price. I chatted with Katherine online and she was able to answer all of my questions. The only downer was since cpap.com is considered out of district for my insurance the amount I paid doesn't go towards my overall deductible, But hey the total price was still just over $100 of half what I would have paid at the durable medical goods supplier...

It is hard to buy cpap equipment, especially when making changes. Cpap.com and Agnes in particular, just make difficult decisions and explanations of equipment so much easier. I had a lot of new changes to make and equipment to buy that I had been struggling with and putting off for a year. One call to Agnes and we worked through each decision. She was fully knowledgeable about pros and cons and I was able to place my order with confidence and relief. I was shocked at the good price for my haul and then it even arrived in 2 days. And this new mask! Total life changer. Very grateful for this company and the knowledge and patience of customer support reps like Agnes.

Without going into too much detail, I had decided to never purchase another thing from CPAP.com and to make sure that I shared my negative experience so others would not have the same thing happen to them. I had purchased a CPAP machine from CPAP.com and ended up having problems with my machine, After talking to representatives on more than one occasion, I paid the fee to receive a loaner and mailed my machine to CPAP.com to be evaluated, repaired or replaced. When I called to follow-up, I was told that my machine was never received. When my machine was finally located and evaluated, I was told that the tech could not find anything wrong with it, that CPAP.com were mailing it back to me and for me to return the loaner. I responded to the email that this answer was not acceptable as I had numerous problems with my machine and I was not experiencing any of these problems with the loaner. Six months later, I received an email from CPAP.com to inform me that they were mailing back my machine. I was outraged and called CPAP.com to recap what had occurred. The positive to this terrible experience is that I received a call today from a supervisor from CPAP.com named Agnes who allowed me to explain the situation in detail, she had read all the past communication and was honest enough to admit that CPAP.com was in the wrong. Agnes arranged to send me a new machine, set up the return label, and explained the process. Once my machine arrives, I will be mailing back the loaner as Agnes instructed. Agnes was thorough, knowledgeable, professional and has outstanding customer service skills. She also shared that the company is addressing problems from the past and they are working to improve these customer service issues. Agnes' resolution to my bad experience has changed my negative opinion of CPAP.com to a positive one and I intend on remaining a customer. Thank you Agnes!

I called to order more supplies, but also to look at purchasing a new style mask as the one that I have been using was causing issues in the inside of my nostrils in the morning when I removed the mask. Brandy who answered my call, was very helpful and pleasant to speak with. She made my experience very pleasant.

I have been with CPAP for the last 2-3 years. I have always had great customer service. I was with ROTECH before and left them due to their customer service.

I am not enclosing a copy of my purchase as I did not download it before making this review.

I ordered filters, a whole new mask set up and also a sanitizer for the mask and hose.

Dasha was so awesome from CPAP.com! I placed an order for a new Resmed F20 full facemask almost two weeks ago, but was having major issues with my sleep doctor to get the prescription sent to CPAP.com. After multiple rounds between CPAP.com and the doctor's office I felt as if things were getting worse with resolving my problem. Earlier today, Dasha had informed me that she would do her best to let me know what the status on the prescription would be before she left. I hung up the phone and resigned myself to thinking that I wasn't going to get a prescription. Well, let me tell you that Dasha was awesome! At 6pm on a Friday night I get a call and Dasha wanted me to know that she had just loaded my prescription and that I was good to and that my prescription was loaded in the system forever! How many companies have customer service agents like Dasha that keep their word and go out of their way to remember the customer? I am now a CPAP.com customer for life!

This is my first experience with CPAP.com. My heated humidifier on my CPAP machine has not been heating lately, so I came to CPAP.com to see what a new unit might cost, etc. Then the CHAT HELP screen popped up, so I decided to give it a try. While we didn't solve my problem, Zachary Hodge went way over and above trying to help me figure out what the problem was... we spent over an hour troubleshooting different ideas. Zachary was patient and resourceful, trying different ways to diagnose my machine's problem. I could not have asked for better customer service... even though I've never been an actual customer. You can bet this company will get my business in the future based on this experience. Thanks again, Zachary!

Medicare, Medicare Advantage Customers Beware!
I purchased a top of the line Resmed machine from CPAP.Com in October and until today I was quite satisfied with the response and prompt delivery.
Today however, I called my insurance company (Aetna M/C Advantage) to ask why my reimbursement claim of $974.99 had been rejected. I am told Medicare will not reimburse a direct sale of this equipment, but it must be set up as a 13 month rental.
CPAP.Com knows this but intentionally does not make this known on the website but leads one to believe CPAP.com will assist with reimbursement. All they do is provide a printable form, you do all the work.
I believe it to be intentional and deceptive on their part. A legitimate business would forewarn Medicare customers and not dodge the truth.
I called customer service who has a battery of excuses for not dealing up front with my problem, finally hanging up as I pressed on about them knowing it was an intentional ploy to deceive.
These guys do not do business on a rental basis, I'm told. If not why not reveal this to those of us on Medicare which I'm sure must be a large percentage of CPAP users. I am now with no recourse, and I'm stuck with a $974. Expense with no possible reimbursement. They will not accept the machine back for a refund.
This is a dishonest, deceitful organization. BEWARE!

I ordered an AirSense 10 AutoSet - supposed to be the top of the line system. It is as noisy as my travel transcend device. After a review and some emails it was determined this device must be defective. I am now instructed to send the device back, at my expense, for an undetermined amount of time and to go without medically advised care or I am only offered the ability to rent one from them. The QA and customer service is simply sub par - I would shop elsewhere or deal with a qualified local provider. Additionally, my review on their site was removed - it only talked about how the machine was not as quiet as claimed and well underperformed the S9.

I purchased badly needed CPAP replacement mask, parts and supplies. I opted to go with their "free shipping" on purchases over $100 special offer which was slightly slower but kept the cost of my purchase down. The package never arrived. Their choice of shipping was FedEx. I started an investigation with FedEx as to where the package went, but was told it could be up to a week... FedEx told me to contact CPAP.com and request a replacement package, and FedEx would send the original directly to CPAP.com when and if it was located. CPAP.com's answer? NO. I have to wait and see what happens with FedEx and THEN CPAP.com will consider doing something about it. The customer service representative basically said that since I opted for ground shipping it was not guaranteed. What? I went with the shipping that CPAP.com recommended and endorsed with their "free shipping" deal, but I guess it was my failure in choosing that option AND expecting my shipment to actually make it to me. I chose to buy my supplies online because I did not like how my medical provider treated me like CPAP.com were doing ME a favor and could be as slow or rude as they wished. I've done a lot of shopping online and have had packages go missing once or twice over the years, but other vendors sure were a lot more eager to make right on the situation. I'm disappointed and now stuck waiting even longer and sleeping with a slowly failing mask.

Ordered a Freedom CPAP battery from them ($278) after reading the battery would last 6-8 hours. During purchase, I asked if I had any trouble with the battery should I return it to CPAP.Com or the manufacturer and was told CPAP would handle any problems and that CPAP.com had an easy return policy.

Tested the battery twice and it lasted less than 2 hours. Tried to return the item and was told by CPAP.Com Customer Service that since the item was opened the return policy was void. They sold me a product that did not perform as promised and lied to me during the purchase process to complete the sale. I would recommend taking your CPAP business elsewhere.

I paid out of pocket for a Z2 travel cpap. First I called cpap.com and talked to a representative about my choices. I told her my main asks were for a quiet machine with humidification. She recommended the Z2 as the quietest and said it had a humidification system that did not need water. I asked if I could use my current P10 mask and she said yes. However, she neglected to tell me (even after I said a major need was humidification) that that mask can't be used with the humidification system. So after getting a 3 day nosebleed from the system I called and after long discussion was told a manager would "review the tapes" and get back to me. After 5 days and no call, I called back and got the same story. The next day I got an email (no call) saying their agent never said the machine would work with the P10. A matter of semantics. She told me the machine would work with the P 10 (which it does) but failed to mention that it would not work with humidification. CPAP.com did offer to sell me a new mask and give me $5 off. I do not recommend cpap.com