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CPAP.com has a rating of 3.9 stars from 1,471 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with CPAP.com most frequently mention customer service, live chat, and new mask. CPAP.com ranks 2nd among CPAP sites.
This company responds to reviews on average within 28 days
It was so nice to be able to talk to someone who knows about the products. I ended up buying a different travel machine than I would have if I bought online and Kelsey directed me to the most popular nasal mask which I have been wanting to try.
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.
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.
Tip for consumers:
Customer service is all automated. There is no way to speak to a person. No refunds or help if package is lost.
Products used:
resmed cpap- Never received
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
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.
Even if my cpap came with a 1 year warranty, I returned it within 10 months because it was not working anymore. Meanwhile i bought a new machine from them in order to sleep, because I could wait for a replacement. After paying to ship it back, I was told machine was fine. It is not, juste a reason not to refund you. Now they have my broken machine and my money. It is a scam. AVOID
Tip for consumers:
avoid this site. Don't play with your health!
Products used:
CPAP Machine luna 2
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.
Sometimes troubleshooting before you send a unit in for a warranty can be beneficial because if it is not something wrong with the actual machine or machine motor, then they will not be able to recreate the issue and may just need to make an adjustment or change out your supplies and will just end up costing you time in the long run. We are available for troubleshooting 7 days a week and can usually resolve most issues without having to utilize the warranty.
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.
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.
Products used:
Mask
Hose
Nasal pillows
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.
I found that Dasha was extremely helpful and had the most pleasant demeanor! She makes talking to a customer service person not to be a chore. I would hope that CPAP.com would recognize what an asset she is and have others follow her example. She is real and made me feel that I was worthwhile and important. No fakey stuff with her. I appreciate her very much and after dealing with her I will not be price shopping anywhere else for what I need as Dasha is a rare find. Thanks Dasha, Dave Derting, Ephrata Wa.
Hey Dave,
Wow! Thank you for letting us know Dasha, provided you with the high level of service you deserve! We are grateful, she is a part of our team. We will share your kind words with Dasha and please let us know if there is anything else we can assist you with.
Worst customer service I had experienced from Freda. Aggressive and rude attitude during phone call. Brandy and Daryl were extremely helpful though. I suggest you do quality phone call reviews of your agents, and you'd be surprised how terrible Freda handles the calls. She sounded impatient and combative.
Hi Michael,
We're very sorry for your poor experience with our company. Thank you for letting us know that Brandy and Daryl, managed to provide you with helpful assistance. We will forward your feedback to management so that your concerns can be properly addressed. Please let us know if there is anything else we can assist you with.
Stay away from this place. Two weeks after placing my order, for equipment that was shown as available on their website, I am still waiting. Ifact i was just told that the equipment is out of stock 2 weeks after ordering. The management and proccesses at this place are absolutely pathetic.
Tip for consumers:
Don't - stay away. There process is flawed. Their process is such that you may never get what you order.
Products used:
None - they haven't shipped it yet
Hi Mark,
We're very sorry that your experience with our company hasn't been pleasant. We value our customers feedback and want to look into this for you. Please send us a private message with your account information so that we can resolve your concerns.
We hope to hear from you soon!
Beware this site cpap.com will not sell a cpap mask without a copy of your prescription. I understand if it were a machine, but routine supplies is not being reasonable. If that is the policy then do not allow an order to be placed until you have submitted your prescription.
Hi John,
Thanks so much for your feedback. Unfortunately, per the FDA guidelines, we are not able to sell a complete mask (mask w/headgear connected) without a prescription however, we are able to sell mask parts which may make up a complete mask without a prescription in some cases. If you're interested in confirming if your selected mask is eligible to be sold without a prescription, please provide us with your contact information via private message and we will give you a callback.
Also, whereas you're able to place an order for an item that requires a prescription, you are required to select a method as to how you wish to submit your required prescription to us before your order will go through. For additional questions, or concerns please feel free to reach us at: 1-800-356-5221, you may ask to speak with Carol M.
We hope to hear from you soon!
It was so nice to be able to talk to someone who knows about the products. I ended up buying a different travel machine than I would have if I bought online and Kelsey directed me to the most popular nasal mask which I have been wanting to try.
Hi Brian,
That's terrific! Thanks for sharing your shopping experience and please let us know if there is anything else we can assist you with.
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.
I mistakenly ordered a large mask cushion when I should have ordered a medium. I have sent numerous emails (to the address on the "Returns and Refunds Policy" webpage) requesting an RMA number but have gotten no reply. Apparently they don't read their emails.
Followup... company contacted me and has taken of the problem.
Hi Russell,
We are very sorry for the delayed response to your email as we are a little behind and working to get caught up. We want to take care of the return for you. Someone from our Customer Service Team, will contact you shortly to resolve your concerns.
Best Wishes
I continue to order from them over and over again because of quick delivery time and wonderful customer service.
Thanks for sharing your shopping experience with us Jerry! We look forward to hear from you again soon.
CPAP.com's Lack of compassion for people with PRIVATE insurance with MEDICARE to BUY a cpap for someone who will die without one is absolutely immoral and depictable. Does your company not have any charitable insight, instead of your needy egotistical greed? I guest your profits soar by the year's end.
Tip for consumers:
Do not attain the age 65+ to have mandatory Medicare along with your Private insurance coverage. They will not take you as a customer, how sad is that?
Products used:
None at all.
Hi Patrick,
Thanks for your feedback. I'm sorry you're struggling with your healthcare insurance, private and/or Medicare. To be clear, Cpap.com is strictly cash only - we do not bill any healthcare provider. Some insurance providers may reimburse out of network purchases that you might make, and we do provide detailed receipts with proper billing codes. Unfortunately, it is not up to us whether your insurance carrier will reimburse you or not, that would be a question you would want to raise with your insurance provider.
If you would like to speak with us further regarding your concerns, please feel free to give us a call at: 800-356-5221, you can ask for Carol M.
We hope to hear from you soon!
Daryl answered my questions and was very helpful! Very good service I'll send another review once I place my order
We're glad to hear that Daryl provided you with helpful service. We look forward to hearing from you again soon!
This was a good company to deal with, but they have taken a drastic turn for the worst. I ordered a machine; they said I didn't have the right prescription so I couldn't have it. Then they charged my card anyway. I called customer service and waited 30 minutes. No answer. I tried the on line chat. No answer. I e-mailed them. No response.
Look at the more recent reviews of this company; and avoid them like the plague.
Tip for consumers:
Avoid this site. They were good to deal with but something has changed. There is no customer service.
Products used:
I ordered a cpap machine. Received nothing and was charged anyway.
My first experience using cpap.com and used live chat. Crystal was great guiding me through the process and offering suggestions for ease of use. I look forward to the same great service with cpap.com.
Hi Michael!
Thanks for letting us know that you received the needed assistance from Crystal, and we agree she is great! Please let us know if there is anything else we can assist you with.
I Place an order based on a Bogo Sale.
The Sale was not Bogo I only Got 25% Discount
Order two Fitlife Mask XL.
Received order on the Labe show XL the mask bag shows L.
Call customer Service, Claim mask was on back order, Got Return Label
Will never but from them again.
Hi Alex,
We're very sorry that you received the wrong size masks. Per your account a return has been set and once we receive the masks back, we will refund you for your purchase. Also, we are very sorry for any misunderstanding regarding our BOGO sale as our intention was not to mislead any customer. The promotion specifically states: Buy a machine and get a free mask or buy a mask and get a free cushion.
We apologize for the inconvenience we have caused you and we hope to hear from you again soon. If you would like to speak with us further regarding your concerns, please feel free to give us a call at: 1-800-356-5221.
Best wishes
Mary B was beyond helpful today. With the recall of the magnetic straps for my Amara View Mask, it was near impossible for me to find the strap for the mask--and I had three new masks and strap because the one I had was now stretched so much I could have pulled it on like a tshirt. Mary found the correct straps in seconds and the order for three straps was finished in under three minutes. GREAT SERVICE! Call *******221 and ask for Mary B!
Products used:
Cpap mask headgear
Hi Adam,
Thanks for letting us know that you received the needed assistance. Please let us know if there is anything else we can assist you with.
Customer service was great for ordering. My husband bought the Z2 since his res med no longer worked and we needed to go on a trip. It worked the first night. It was only about 2 weeks later when we returned and he called about the problem. Apparently, the z2 was bought as is. So now we have to fix it. It doesn't make sense. The machine was defective. We were going to be a customer
No longer.
Tip for consumers:
The no refund policy. He wasn't verbally informed.
Products used:
Just the Z2. He had his mask and hose.
Hi Debbie,
We are very sorry to hear that there is a problem with your husband's machine. We want to resolve your concerns. Please send us a private message with the order details such as, first and last name on the order, order number, email address or a phone number for us to reach you.
We hope to hear from you soon!
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!
Hi Wanda, i'm sure Carol would say you're most welcome! We are very happy to hear that you received the level of service you deserve! Thank you for shopping with us and please let us know if there is anything else we can assist you with.
I chatted with a lady named Treonna. I ask her if there was any way I could get a refund on my shipping cost because some of my items have not arrived yet and she did exactly that she got me my refund and was very pleasant to chat with
Hi Davin,
We are sorry for your delayed order. Thank you for letting us know that Treonna, managed to provide you with the needed assistance. Please let us know if there is anything else we can assist you with.
Kayla is professional, friendly, and very knowledgable. It was a pleasure chatting with her, shes a real asset to your team!
Awesome! Thanks for sharing your experience with us. We hope to hear from you again soon.
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!
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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!